by Hertz Is Losing Customers Due to a New Damage Assessment System
The Hertz company, which recently implemented an artificial intelligence system for assessing damage to rental cars, is facing a wave of outrage from customers. The technology, developed by the Israeli company UVeye, scans vehicles upon return and automatically issues an invoice for any damage. Cases have already been recorded where customers received bills for $195 for a small dent or $440 for a scratch on a wheel.
One of Hertz’s long-term customers, who had used the company’s services for years, stated that he no longer plans to rent a car due to such incidents. He published his story on Reddit, where he explained that he had contacted customer support but received a response that the company supports the AI’s decision. Other users also expressed outrage, believing that such minor damage could be considered normal wear and tear.
Company’s Reaction
A Hertz representative stated that the majority of rentals proceed without incident, and the new system makes the process more transparent and faster. However, customers complain that previously, such minor issues might have gone unnoticed or were simply ignored.
“What’s next? Will we start getting fined because the car was parked in the sun and the paint faded?” one commenter quipped.
The technology is likely to become an industry standard, but companies will have to find a balance between automation and customer loyalty. The question remains open: is it fair to demand compensation from a renter for minimal damage that was previously overlooked?
The situation with Hertz shows how technological innovations can clash with the human factor. While automation does speed up processes, it also removes the flexibility from systems that often helped avoid conflicts. Perhaps companies should review their damage assessment criteria to avoid losing customer trust.
