Hertz’s AI Scans Probably Don’t Care About Your Video Or Your App

While AI tools could end up being vital against AI scanners the rental car brand still has all the power

Hertz’s AI scanners often override any third-party app evidence regardless of accuracy or detail.
Customers report false damage claims and high fees and little to no human involvement allowed.
Without live support, renters find AI proof ignored and their claims trapped in a dead end.

Rental car customers all over the USA have a new concern: what are they supposed to do if an AI-backed photo scan detects damage they didn’t create when they return their rental? That problem has led customers to use AI-powered tools to photograph and timestamp their vehicles before and after hitting the road.

The grim reality is that Hertz and other brands employing AI tech have spent millions, and when your phone’s AI and theirs disagree, it’s not that hard to predict which side they’ll take.

A Growing AI Network

Hertz’s UVEye setup is rolling out to various airports across the USA with a goal of 100 locations by 2026. Other rental companies are reportedly considering similar AI setups. As a result, brands like Proofr have popped up offering to help renters dispute charges. Simply use an app like that, take photos and video of your rental before and after use, and then you’ll have proof that you didn’t do any damage – right? Well, not exactly…

More: AI Trouble At Hertz As Alleged Damages Cause A Customer Revolt

Despite reports in major journals, such as the NY Post, to the contrary, there’s no evidence that Hertz cares about AI-backed proof outside of its own ecosystem. In fact, the company has even shirked video evidence provided by customers which seems to unequivocally confirm that UVEye made mistakes in its assessment of damage.

If the agency is willing to overlook video evidence and charge a customer regardless of it, then why would it consider evidence provided by a third party?

We’ve reached out to Hertz in hopes of some insight here, as it has no responsibility to put trust in anything but the tech that it’s spent millions on. Of course, if that sort of policy leads to fewer and fewer customers, it might have to rethink that. The biggest issue doesn’t seem to be AI so much as it is a lack of human connection.

Searching for Balance

As we’ve noted in the past, Hertz is working on bringing live human interaction to its application in situations where disputes arise. Perhaps it’ll also clarify whether it does indeed take apps like Proofr into account.

Read: Hertz AI Complaints Are Spreading Faster Than The Damage It Flags

For now, though, the system is largely AI-based, meaning that there’s no human to submit proof to when you know for a fact that you didn’t cause some form of damage. That’s not a dispute between two parties – it’s a dead end.