Hertz has rolled out new AI scanners that are identifying minor dents and scratches on their rental cars. If you’re worried about unexpected damage charges, there are ways to protect yourself.
When renting, you can choose your location wisely and document the vehicle thoroughly to help fend off unnecessary claims. Some customers have described the system as overly aggressive and not very transparent.
Hertz, in its defense, says the scanner “detects claimable damages only” and affirms that most rentals don’t result in issues. They aim to make the rental process faster and clearer when damage does occur.
Here are some tips to prevent unexpected charges:
1. Steer clear of locations with AI scanners
The best way to avoid the scanner charges is to rent from places that don’t use them.
Currently, Hertz has Uveye scanners installed in about 1,600 airport locations across the US, including major spots like Atlanta and Houston. They plan to broaden this to 100 sites by the end of 2025.
It might be tricky to tell if a certain Hertz location uses the scanning technology. One reporter had difficulty reaching several locations for confirmation, as many either didn’t respond or didn’t have functioning voicemail.
If you’re unsure, you might consider avoiding Hertz and its affiliated brands and look for other rental options at airports.
As of now, Sixt is another rental company in the US known to use AI scanners, but they take a different approach by having human staff assess damage flagged by their system before charging customers.
According to Sixt, if new damage is found, trained staff will review it to ensure fairness and focus on customer outcomes.
2. Utilize your own insurance or credit card coverage
Rental insurance can prove more beneficial than expected, especially for minor damages.
For instance, a customer named Patrick ended up with a $440 charge for a small wheel scuff after renting in Atlanta, which could have been covered by his credit card insurance.
That fee broke down into separate charges: $250 for damage, $125 for processing, and $65 for management.
Many credit card policies are designed to cover small issues, but to qualify, you typically need to decline the rental company’s insurance, show your card for payment, and ensure you’re renting a vehicle that qualifies, not a van or antique.
However, it’s worth noting that these coverages are often secondary, meaning they kick in only after your personal auto insurance. So, it’s a good idea to check your coverage and limitations beforehand.
3. Photograph the vehicle
Even if you’re not at a location with scanners, documenting the car’s condition before and after your rental is crucial. Hertz has been known to charge for minor damages that might escape human inspection.
One user reported being charged $195 for a tiny dent the scanner flagged, even though Hertz employees confirmed the car was undamaged.
To bolster your case, capturing detailed images and videos can be helpful, and it might be worth looking into apps that can track changes over time between your pre- and post-rental photos.
4. Understand the damage threshold, but be cautious
Hertz has published an “example threshold” online for damages that might incur charges. Typically, they cite scratches or dents of 1 inch or larger. However, tenants report being charged for smaller issues.
In fact, Patrick’s hefty fee stemmed from scratches below that threshold. Hertz has stated that their example isn’t exhaustive of all damage types that could lead to charges.
5. Prepare for limited customer support
If you dispute a damage claim, don’t expect a quick resolution. Customers usually have to deal with a web portal to see photos taken by the scanner, and disputes can only be resolved through chatbots without direct agent assistance.
Patrick, who turned down a $30 reduction offer to settle quickly, remarked that accepting such a deal wasn’t worth it.
Another customer mentioned on Reddit their frustration after being hit with a $195 charge and found that reaching customer service only reaffirmed the AI decision, leading them to stop using Hertz altogether.
A Hertz representative emphasized that the technology aims to enhance safety and reliability while streamlining the rental experience, assuring that over 97% of vehicles should not incur damage claims.
