Hertz Issues Invoices to Customers for Microscopic Damage
Customers of Hertz continue to complain about the automated damage assessment system that issues invoices for even the smallest scratches. One customer, who rented a car in Houston, received a $195 invoice for an almost imperceptible dent. The system offers to reduce the amount to $130 if paid immediately, but this still causes outrage.
A user under the nickname animemufin posted on Reddit photos of the car before and after the rental. The images show a tiny dent near the fuel cap, which looks more like a smudge. Many users believe that a human expert would not even notice such a minor detail, but the Hertz algorithm detected it instantly.
Is the Automated System Fair?
Hertz is gradually phasing out human damage assessment in favor of cameras and artificial intelligence. Although the company claims this will make the process more objective, customers call this practice “fraud.” It is especially striking that it is almost impossible to challenge the system’s decision — Hertz representatives are often unavailable for consultation.
I will not pay for a smudge that can only be seen under a microscope
This situation shows how technologies designed to simplify life sometimes create additional problems. Even if the Hertz system does indeed record all damages, its rigidity may deter customers. At the same time, car renters should be more careful when inspecting the vehicle before returning it to avoid unexpected invoices.