One customer was charged $440 for a scuff on his rental’s wheel. But talking to a human employee about it wasn’t easy, and he was encouraged to pay ASAP.
Dinging renters on road rash from objects like rocks will do “wonders” for repeat customers at hertz.
Many will rent elsewhere.
Read the full article at The Drive
Summary of Hertz’s AI Scanner Damage Charges
Quick Overview
Hertz has implemented AI-powered scanners at select U.S. airports to inspect rental vehicles for damage, leading to significant charges for customers. One user reported being billed $440 for a minor scuff, raising concerns about the transparency and accessibility of the claims process.
Key Points
- AI Scanning Technology: Hertz’s partnership with UVeye has introduced automated vehicle inspections at airport rental locations.
- Customer Experience: A customer named Patrick faced a $440 charge for a 1-inch wheel scuff, with limited options for discussing the charge.
- Fee Structure: Charges included $250 for repairs, $125 for processing, and a $65 administrative fee, with discounts for quick payment.
- Communication Issues: The chatbot system does not allow for direct interaction with human agents, complicating the dispute process.
- Company Position: Hertz claims the system enhances transparency and efficiency but has not clarified how fees may differ between locations using AI and those that do not.
Detailed Breakdown
AI Scanning Technology
Hertz has begun using AI technology from UVeye to scan vehicles for damages before and after rentals. This system aims to provide quick, detailed documentation of any issues, enhancing the rental experience through improved transparency.
Customer Experience
Patrick, a renter at Hartsfield-Jackson International Airport, reported being charged $440 for a minor scuff on a rental vehicle. He received the damage notification shortly after returning the car, detailing a breakdown of charges: $250 for repairs, $125 for processing, and $65 for administrative costs. The processing fee covers the cost of damage detection, while the administrative fee is described as covering Hertz’s costs associated with processing claims.
Fee Structure
Upon receiving the damage notification, Patrick was offered a discount for prompt payment—$52 off if paid within two days, or $32.50 if settled within a week. However, the lack of clarity regarding the nature of the charges left him hesitant to pay without further inquiry.
Communication Issues
Patrick’s attempts to discuss the charges were hampered by Hertz’s chatbot system, which does not facilitate direct communication with human agents. Instead, the chatbot can flag claims for later review, but contacting customer support via email could take up to ten days, during which the discount offer would expire. This lack of accessible communication raised concerns about customer service and the ability to resolve disputes efficiently.
Company Position
In response to inquiries about Patrick’s experience and the broader implications of the AI scanning technology, a Hertz representative stated: “The vast majority of rentals are incident-free… Digital vehicle inspections help deliver on that with clear, detailed documentation.” However, Hertz has not disclosed whether the fees for damage claims differ between locations utilizing AI technology and those that do not, leaving customers in a state of uncertainty regarding potential costs.
Notable Quotes & Data
- Patrick stated, “saving $30 to accept responsibility is not worth it,” reflecting his dissatisfaction with the process.
- Hertz aims to implement AI scanners at 100 of its 1,600 U.S. airport locations by the end of the year.
Context & Implications
The introduction of AI scanning technology by Hertz represents a shift in rental vehicle protocols, which may become more common as the industry evolves. While the technology promises greater efficiency and transparency, it also raises questions about customer service and the clarity of charges. The experience of renters like Patrick highlights the need for companies to balance automation with accessible human support to address customer concerns effectively. As more rental companies adopt similar technologies, these issues could become prevalent, necessitating a reevaluation of how damage claims are communicated and managed in the rental industry.