United StatesTravel and aviation2025Hertz
UVeye AI vehicle damage scanners at rental pickup and return
Hertz customers dispute damage bills from AI scanners in 2025, while the company says over 97% of scanned cars show no billable damage
Problem
Customers said the scanners flagged marks they could barely see and billed them automatically. One customer reported a $440 charge for a wheel scuff, made up of $250 for repair, a $125 processing fee and a $65 administrative fee.
Approach
UVeye cameras photograph each car at pickup and return, and AI compares the images and writes a damage report. Hertz says over 97% of scanned cars have no billable damage, that it uses a 1-inch dent standard and that a live agent reviewed the escalated case.
Results
Takeaway
Automatic billing from a scan moves the burden to the customer, who must prove a mark was already there. Complaints centered on getting a human to look.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Production and qualityCustomer service
- Innovation type
- Process innovation
- AI technology
- Computer vision
- Adoption
- Vendor solution
- Evidence
- Press reporting
Sources
Source summaries
The Autopian reported customer complaints about scanner charges and explained how UVeye scanning works. Hertz said over 97% of scanned cars had no billable damage and that a live agent had reviewed an escalated case.
Full details are in the original sources.