by Problems with AI Scanning in Rental Cars
Customers of rental companies, particularly Hertz, are facing a problem: AI systems automatically detect damage that customers did not cause. Trying to protect themselves, people use apps to record the condition of the car before and after rental. However, even such evidence is often ignored, as companies trust only their own technologies.
Hertz is actively implementing the UVEye system, which is set to appear in 100 US locations by 2026. Other rental companies are also considering similar solutions. However, customers complain about the lack of a human factor in dispute resolution. Even if there is video or photo confirmation, the companies’ AI algorithms often reject them.
Without live communication, customers find themselves at a dead end when the system simply ignores their evidence.
Is There a Solution?
Some services, such as Proofr, offer help in contesting charges, but so far their influence is limited. Hertz does not comment on whether it considers data from third-party apps. The problem lies not only in the technologies but also in the absence of a mechanism for real dialogue between the customer and the company.
The situation could change if customers start massively avoiding rentals with automated systems. For now, however, renters are left alone with algorithms that do not always work correctly. The introduction of human oversight in disputed moments could reduce the number of conflicts, but companies are in no hurry to change their policy yet.
