Latest news with #UVeye
The Australian
2 days ago
- Automotive
- The Australian
Hertz's AI car scanners leave US customers hit with surprise damage bills
Car rental companies are turning to AI to help identify damage to their vehicles. A new, powerful AI tool is assisting Hertz and other companies in identifying minor scratches, leading to confused renters being held responsible for damage. Hertz, one of the world's largest car rental companies, first installed the technology in April at Atlanta International Airport, before rolling it out across five other airports in the US. The scanning system, developed by UVeye, captures thousands of high-resolution images from multiple angles as a vehicle passes through a rental gate during pick-up and return. AI compares those images and uses machine learning algorithms to flag any discrepancies. The system automatically creates and sends damage reports, which an employee then reviews before flagging any damages to the customer. Hertz confirms Aussie drivers have been impacted in data breach MORE: Dua Lipa's $1m flaunt stuns onlookers According to the rental company, fewer than three per cent of vehicles scanned by the AI system show any billable damages. While this seems to be a great way to eliminate false charges, it has proven problematic for customers. According to The Drive, Hertz customer Patrick rented from Hertz at the Atlanta airport and was charged a whopping $US440 for a wheel scratch just minutes after returning his rental Volkswagen. Hertz using AI scanners to detect any dents or scratches. Picture: UVEYE Hertz plans to roll out the system at multiple other locations in the US by year's end. Picture: UVEYE The customer said he was alerted to the damage 'minutes' after dropping off the vehicle and with it, charges for the blemish: $250 for the repair, $125 for processing, and another $65 in administrative fees. It's unclear if these fees would be the same if the car had been inspected manually by a human, or if the costs are there to cover the expense of Hertz's partnership with UVeye. When Patrick attempted to address the matter with a customer service representative, he found the challenge to be quite daunting. A Hertz customer posted a photo on Reddit of minor damage that resulted in a $195 charge. Picture: @professor_pimpcain/Reddit MORE: $185m scandal engulfs China EV giants Customers can visit a web portal to view before-and-after photos taken by the scanners. However, if they have any concerns, their options are limited. While a chatbot can flag the issue for review, there is no live agent available to assist them. However, some customers see it differently. They feel that the AI system is primarily focused on maximising revenue rather than ensuring fairness. The minor damage was detected by a new artificial intelligence-powered scanner. Picture: @professor_pimpcain/Reddit The technology's ability to instantly generate fees — with no human interaction and a short window for discounts — feels less like transparency and more like pressure. One Reddit user shared his thoughts and wrote: 'In reality, the AI picks up a tiny scuff that isn't actually there because of the shiny paint and maybe it's wet out, leaving you to spend months disputing charges for something that is basically just free revenue for the company' Another user that goes by the name ChefCobra said: 'AI does what it does, just compares how car was sent out and how it came back. Problem is that when you drive car, even if you are the most safest driver, you will have stone chips from actual driving.' Jlnbos added 'their goal isn't to enhance the rental experience.' Their goal is to extract more money from their customers.' Another customer tGA1 commented stating they will never rent through Hertz again. 'I will never rent from that company or its subsidiaries again.' Reddit Example 2. (Picture: Reddit/animemufin) Reddit Example 2. (Picture: Reddit/animemufin) Hertz customers are informed of the damages detected by UVeye within minutes of returning their car rentals. Picture: UVEYE MORE: Car boss' wild call to end Aus tax breaks While Hertz is the only major rental company using the system extensively, UVeye's technology is already well-established in other automotive sectors, with notable clients such as General Motors, Hyundai, Amazon, and CarMax. The company's inspection systems are in use at hundreds of dealerships, fleet locations and vehicle auctions worldwide. UVeye is reportedly in talks with additional US rental agencies, suggesting broader adoption may be on the horizon. It is unclear if this technology will become available to Hertz rentals in Australia. James Chung Digital Content Creator James is a Digital Content Creator at and is part of the News Corp Australia's digital real estate team. His previous experience includes working for Sky News Australia.
New York Post
21-07-2025
- Automotive
- New York Post
How to stop Hertz's AI scanners from charging hundreds of dollars for minor scrapes on your rental car
Hertz's new artificial intelligence-powered scanners are flagging customers for minor dents, scratches and blemishes in the company's rental cars — charging hundreds of dollars in fees. But there are steps you can take to avoid getting hit with surprise damage claims. From choosing where to rent to documenting every inch of your vehicle, renters have options to protect themselves from what some customers say is an overly aggressive and opaque system. The company, which insisted that the scanner 'only detects billable damage,' has previously defended the technology, saying that 'the vast majority of rentals are incident-free' and that 'when damage does occur, our goal is to enhance the rental experience by bringing greater transparency, precision, and speed to the process.' Advertisement 5 Hertz's new artificial intelligence-powered scanners are flagging customers for minor dents, scratches and blemishes in the company's rental cars. UVEYE Here's how to avoid getting burned. 1. Avoid Locations That Use Hertz's AI Scanners The surest way to avoid being charged by Hertz's automated system is to steer clear of locations that use it altogether. As of now, Hertz has installed UVeye scanners at a limited number of its 1,600 airport stores in the United States, including Atlanta Hartsfield-Jackson, Charlotte Douglas, Houston George Bush, Newark Liberty, Phoenix Sky Harbor and Tampa International. Advertisement The company plans to expand the service to 100 locations by the end of 2025. Confirming whether a specific Hertz location uses the system can be difficult. One reporter from The Drive who attempted to call five of the scanner-equipped locations found that most either didn't answer, hung up immediately or had full voicemail boxes. If there's uncertainty about whether a location uses scanners, it may be wise to avoid Hertz and its sister brands, Dollar and Thrifty, at major airports altogether and consider alternative rental agencies. Advertisement Currently, the only other US rental company known to use AI scanning is Sixt, which employs a different approach by requiring human staff to review any damage flagged by the system before billing customers. 5 Hertz customers have complained about exorbitant fees stemming from minor dents and scuffs. Getty Images 'If new damage is detected, it is carefully reviewed by our trained staff to ensure fair and customer-focused outcomes,' according to Sixt. 'Only if the damage is clearly identified by a staff member as new can a damage claim be initiated by SIXT.' 2. Use Your Own Insurance or Credit Card Coverage Advertisement Rental car insurance may be more helpful than you think—especially when it comes to small scrapes and scuffs. A customer named Patrick, who was charged $440 for a one-inch wheel scuff at Hertz's Atlanta airport location, could have avoided the out-of-pocket expense if he had used credit card coverage. The charge included $250 for the damage, $125 for 'processing,' and $65 for 'administration.' Credit card policies often cover minor incidents such as cracked glass or rim scratches, treating them as collisions with objects. But to qualify, you typically need to decline the rental company's insurance, pay with the card offering coverage and ensure you're renting an eligible vehicle — not a van, motorcycle or antique. 5 A Hertz customer posted a photo on Reddit of minor damage that resulted in a $195 charge. @professor_pimpcain/Reddit Be aware that credit card rental insurance is often secondary, meaning it only kicks in after your personal auto insurance. And not all plans include liability coverage. Check with your insurer or credit card provider ahead of time to understand the fine print. While Hertz offers its own insurance, it can be pricier than other options on the market. 3. Take Your Own Photos or Use an App Advertisement Even if you're not renting from a scanner-equipped location, always document the vehicle's condition yourself before and after your rental. In many cases, Hertz has charged customers for legitimate — but extremely minor — damage that a human inspector might overlook. One customer told the New York Times they were charged $195 for a tiny dent flagged by the scanner, even though a Hertz employee had already confirmed the car was damage-free. Every morning, the NY POSTcast offers a deep dive into the headlines with the Post's signature mix of politics, business, pop culture, true crime and everything in between. Subscribe here! To protect yourself, take detailed photos and videos. Advertisement Better yet, consider using an app like Proofr, which uses machine learning to track changes between 'before' and 'after' photos. While it's unclear whether Hertz will accept third-party documentation, it may help support your case in a dispute — or come in handy for other rental or leasing scenarios. 4. Know the Damage Thresholds—But Don't Rely on Them Hertz publishes 'example thresholds' online for what it considers chargeable damage: dents over 1 inch in diameter or scratches/scuffs longer than 1 inch on wheels. But renters say they've been billed for less. In fact, Patrick's $440 charge stemmed from a blemish smaller than the listed threshold. Hertz notes on its site that the examples are 'illustrative only and not intended to be all inclusive of all damage for which you will be held responsible.' Advertisement 5 Drivers looking to avoid the fees are encouraged to take photos and video of their rental cars at the start of their rental service. UVEYE That means that just because the damage is small doesn't mean you won't be charged. 5. Expect Limited Customer Support If you do get flagged for damage, don't count on a fast resolution. Renters are directed to a web portal to view photos taken by the scanners. Disputes can only be initiated through a chatbot, and there's no live agent to speak with. Emailing support is an option, but responses can take up to 10 days — well past the expiration date for any early-payment discount. Advertisement Start and end your day informed with our newsletters Morning Report and Evening Update: Your source for today's top stories Thanks for signing up! Enter your email address Please provide a valid email address. By clicking above you agree to the Terms of Use and Privacy Policy. Never miss a story. Check out more newsletters Patrick, who declined Hertz's offer to shave $30 off his bill for paying quickly, said: 'Saving $30 to accept responsibility is not worth it.' Another renter posted on Reddit under the handle professor_pimpcain after being billed $195 by Hertz's Atlanta location. 'Reached out to customer service and they said they stand by the AI,' the user wrote. 'I will no longer be using Hertz.' 5 Hertz reportedly has plans to roll out the new AI scanners at 100 locations in airports nationwide. UVEYE 'As we work to enhance our fleet safety, quality, and reliability for our customers, this new technology is aimed at proactively managing vehicle maintenance and enhancing vehicle inspections,' a Hertz spokesperson told The Post. 'By automatically scanning vehicles at both pickup and return customers get a more streamlined rental experience, greater confidence that they won't be charged for damage that didn't occur during their rental, and a more efficient resolution process when damage does occur.' The spokesperson added that 'over 97% of vehicles scanned show no billable damage, reinforcing that the vast majority of rentals are incident-free.'
Daily Mail
21-07-2025
- Automotive
- Daily Mail
Hertz charges Navy Sailor $935 for dent amid spiraling scandal
By Hours later, she received a message from Hertz and its new AI partner, UVeye, demanding $935: $500 for damage, and $435 in fees. The system had flagged two small dents on the passenger side. 'I know for a fact I didn't cause any of the damages,' she told 'I was primarily at my mother's house with the car parked.' Nadia's experience reflects a pattern emerging among Hertz customers. has spoken to scores of drivers who say the scanners are flagging dents, scrapes, and rim scuffs they don't recognize — and charging them with fees between $130 and $935 that are hard to refute. In April, Hertz announced its partnership with UVeye, an AI-equipped vehicle scanning company. The technology is already in use at five locations, with plans to expand in major airport-based rental spots by the end of the year. Hertz says the system improves driver safety, standardizes assessments, and catches hard-to-spot damage like undercarriage wear and tire scuffs. Independent experts said the AI scanners and the customer-facing problems they're creating are raising broader questions about automation — and what rights renters have when disputing a fee. Hertz initially told that these scanners were solely safety-focused. After customers started to complain, the company changed its tune: a spokesperson said 'fees are based on the actual losses and expenses we incur as a result of vehicle damage.' When pressed the company about its own policies, Hertz representatives have either ignored questions entirely or claimed not to understand them. Since July 2, has asked Hertz representatives five separate times to clarify whether damage charges fund actual repairs or compensate for diminished vehicle value. Hertz has still not answered this question after multiple follow-ups. When asked about company policies, Hertz representatives insisted on the publication of 'before photos' from customers rather than addressing questions about charging transparency. And as the scanners and their fees continue, more drivers are speaking out. A customer who rented from Newark Liberty International Airport shared an email thread with after receiving a $416.95 bill for 'cosmetic damage to the tire rim' from the scanner — damage he says he never noticed. 'We paid the amount only because the online claims page presented legal threats and offered no way to speak with a real person,' the driver wrote to a Hertz representative. He asked for photo documentation to share with his credit card company. The human-led damage team replied that they 'do not have access' to those files. Hertz tells that it is integrating live agents into the UVeye applications to better assist customers with similar issues. Another renter said he was charged $130 for a tiny dent on a Kia K4 sedan — even though his three-day rental only cost $116 with an AAA discount. Other drivers claimed they were charged $130 for a dent 'the size of a fingernail,' and $195 for 'a very dubious and minor ding.' The new stories mirror accusations made by at least four other drivers in the past month. In early July, Adam Foley spoke exclusively to after he received a request for $285 after driving his rented Buick through the scanners. Like every case has reviewed, Hertz offered Foley a discount if he paid the fine immediately — and directed his dispute to an AI chatbot. 'It's a shakedown that is extremely off-putting,' Foley said. 'I used to view Hertz as one of the higher tier rental companies and my default, ideal choice.' While Hertz says live agents will soon come into the app, independent experts have warned that the lack of human agents is concerning. 'It is unacceptable that a resolution with a human is not possible,' said Dr Ramnath Chellappa, a digital market expert and professor at Emory University. 'If anything, AI should be reducing the human effort in assessment and walk-through with the vehicle; therefore, it should end up offering cost savings.' Collision experts aren't even sure the scanner identified definitive damage. 'There appears to be a very minor dent visible only under enhanced lighting and reflection distortion,' Alex Black, the chief marketing officer of EpicVIN, a vehicle history report company, said after analyzing pictures Foley shared. 'It's plausible that the second fine is a reflection or a smudge, not an actual dent.' Black said he would have quoted $100 to $150 for the fix, not the $285 that Hertz had charged Foley. Every customer who spoke to about receiving a charge has said they will no longer use Hertz. The new claims also mirror accusations made to other major publications. On July 9, The New York Times interviewed a customer who was charged $195 for a small dent underneath a door handle, according to the article. 'It could have been a shadow,' Kelly Rogers, who rented the car with her husband, told the Times. 'We were pulling it up on the app, and we're like, "This is so bananas."' Another driver, identified as Patrick, told The Drive he got a $440 damage fee for a tire rash, a common scrape when motorists accidentally hit the curb when parking. Several people have also taken to Reddit to complain about the charges, including a driver who rented a Toyota Corolla, and claims they got a $190 fee for a small dent. asked UVeye about the company's involvement in assessing damage. The company hasn't responded to multiple requests for comment.
Daily Mail
21-07-2025
- Automotive
- Daily Mail
EXCLUSIVE Fury grows as Hertz slaps $935 fee on Navy Sailor for tiny dent... as Orwellian X-ray scandal spirals
In April, Nadia, a US Navy Sailor, rented a car from Hertz to visit her mother. After nine days, she returned the vehicle to Hartsfield-Jackson Airport in Atlanta, Georgia. Before handing over the keys, she drove through an AI scanner at Hertz's request. Hours later, she received a message from Hertz and its new AI partner, UVeye, demanding $935: $500 for damage, and $435 in fees. The system had flagged two small dents on the passenger side. 'I know for a fact I didn't cause any of the damages,' she told 'I was primarily at my mother's house with the car parked.' Nadia's experience reflects a pattern emerging among Hertz customers. has spoken to scores of drivers who say the scanners are flagging dents, scrapes, and rim scuffs they don't recognize — and charging them with fees between $130 and $935 that are hard to refute. In April, Hertz announced its partnership with UVeye, an AI-equipped vehicle scanning company. The technology is already in use at five locations, with plans to expand in major airport-based rental spots by the end of the year. Hertz says the system improves driver safety, standardizes assessments, and catches hard-to-spot damage like undercarriage wear and tire scuffs. Independent experts said the AI scanners and the customer-facing problems they're creating are raising broader questions about automation — and what rights renters have when disputing a fee. Hertz initially told that these scanners were solely safety-focused. After customers started to complain, the company changed its tune: a spokesperson said 'fees are based on the actual losses and expenses we incur as a result of vehicle damage.' When pressed the company about its own policies, Hertz representatives have either ignored questions entirely or claimed not to understand them. Since July 2, has asked Hertz representatives five separate times to clarify whether damage charges fund actual repairs or compensate for diminished vehicle value. Hertz has still not answered this question after multiple follow-ups. When asked about company policies, Hertz representatives insisted on the publication of 'before photos' from customers rather than addressing questions about charging transparency. And as the scanners and their fees continue, more drivers are speaking out. Nadia, a US Navy Sailor, shared this damage charge with Hertz is operating at least five scanners across the US and it has plans to launch the tech in other major airports A customer who rented from Newark Liberty International Airport shared an email thread with after receiving a $416.95 bill for 'cosmetic damage to the tire rim' from the scanner — damage he says he never noticed. 'We paid the amount only because the online claims page presented legal threats and offered no way to speak with a real person,' the driver wrote to a Hertz representative. He asked for photo documentation to share with his credit card company. The human-led damage team replied that they 'do not have access' to those files. Hertz tells that it is integrating live agents into the UVeye applications to better assist customers with similar issues. Another renter said he was charged $130 for a tiny dent on a Kia K4 sedan — even though his three-day rental only cost $116 with an AAA discount. Other drivers claimed they were charged $130 for a dent 'the size of a fingernail,' and $195 for 'a very dubious and minor ding.' The new stories mirror accusations made by at least four other drivers in the past month. In early July, Adam Foley spoke exclusively to after he received a request for $285 after driving his rented Buick through the scanners. Adam Foley received a notification to 'save big!' if he paid the fine immediately - when he tried to refute the charge, he was only given an option to speak to an AI agent Like every case has reviewed, Hertz offered Foley a discount if he paid the fine immediately — and directed his dispute to an AI chatbot. 'It's a shakedown that is extremely off-putting,' Foley said. 'I used to view Hertz as one of the higher tier rental companies and my default, ideal choice.' While Hertz says live agents will soon come into the app, independent experts have warned that the lack of human agents is concerning. 'It is unacceptable that a resolution with a human is not possible,' said Dr Ramnath Chellappa, a digital market expert and professor at Emory University. 'If anything, AI should be reducing the human effort in assessment and walk-through with the vehicle; therefore, it should end up offering cost savings.' Collision experts aren't even sure the scanner identified definitive damage. 'There appears to be a very minor dent visible only under enhanced lighting and reflection distortion,' Alex Black, the chief marketing officer of EpicVIN, a vehicle history report company, said after analyzing pictures Foley shared. 'It's plausible that the second fine is a reflection or a smudge, not an actual dent.' Another Hertz renter said they received a $130 charge for this dent - their three-day rental period only cost $116 Black said he would have quoted $100 to $150 for the fix, not the $285 that Hertz had charged Foley. Every customer who spoke to about receiving a charge has said they will no longer use Hertz. The new claims also mirror accusations made to other major publications. On July 9, The New York Times interviewed a customer who was charged $195 for a small dent underneath a door handle, according to the article. 'It could have been a shadow,' Kelly Rogers, who rented the car with her husband, told the Times. 'We were pulling it up on the app, and we're like, "This is so bananas."' Another driver, identified as Patrick, told The Drive he got a $440 damage fee for a tire rash, a common scrape when motorists accidentally hit the curb when parking. Several people have also taken to Reddit to complain about the charges, including a driver who rented a Toyota Corolla, and claims they got a $190 fee for a small dent. asked UVeye about the company's involvement in assessing damage.
News.com.au
18-07-2025
- Automotive
- News.com.au
Hertz customers outraged over AI-powered damage-detection system
Car rental companies are turning to AI to help identify damage to their vehicles. A new, powerful AI tool is assisting Hertz and other companies in identifying minor scratches, leading to confused renters being held responsible for damage. Hertz, one of the world's largest car rental companies, first installed the technology in April at Atlanta International Airport, before rolling it out across five other airports in the US. The scanning system, developed by UVeye, captures thousands of high-resolution images from multiple angles as a vehicle passes through a rental gate during pick-up and return. AI compares those images and uses machine learning algorithms to flag any discrepancies. The system automatically creates and sends damage reports, which an employee then reviews before flagging any damages to the customer. According to the rental company, fewer than three per cent of vehicles scanned by the AI system show any billable damages. While this seems to be a great way to eliminate false charges, it has proven problematic for customers. One customer renting from Hertz at the Atlanta airport was charged a whopping $US440 for a wheel scratch just minutes after returning his rental Volkswagen. Patrick, the customer we're talking about, says he was alerted to the damage 'minutes' after dropping off the vehicle and with it, charges for the blemish: $250 for the repair, $125 for processing, and another $65 in administrative fees. It's unclear if these fees would be the same if the car had been inspected manually by a human, or if the costs are there to cover the expense of Hertz's partnership with UVeye. When Patrick attempted to address the matter with a customer service representative, he found the challenge to be quite daunting. Customers can visit a web portal to view before-and-after photos taken by the scanners. However, if they have any concerns, their options are limited. While a chatbot can flag the issue for review, there is no live agent available to assist them. However, some customers see it differently. They feel that the AI system is primarily focused on maximising revenue rather than ensuring fairness. The technology's ability to instantly generate fees — with no human interaction and a short window for discounts — feels less like transparency and more like pressure. One Reddit user shared his thoughts and wrote: 'In reality, the AI picks up a tiny scuff that isn't actually there because of the shiny paint and maybe it's wet out, leaving you to spend months disputing charges for something that is basically just free revenue for the company' Another user that goes by the name ChefCobra said: 'AI does what it does, just compares how car was sent out and how it came back. Problem is that when you drive car, even if you are the most safest driver, you will have stone chips from actual driving.' While Hertz is the only major rental company using the system extensively, UVeye's technology is already well-established in other automotive sectors, with notable clients such as General Motors, Hyundai, Amazon, and CarMax. The company's inspection systems are in use at hundreds of dealerships, fleet locations and vehicle auctions worldwide. UVeye is reportedly in talks with additional US rental agencies, suggesting broader adoption may be on the horizon.
