by Complaints about the Hertz Damage Detection System
Hertz customers are increasingly complaining about the new artificial intelligence-based damage detection system. Photos published on social media show that the system reacts too aggressively to even minimal damage. Many customers also point out the lack of opportunity to contact a live company representative to resolve disputes.
Hertz claims that 97% of the cars scanned by the system have no damage that requires payment. The company defines “chargeable damage” as that which exceeds one inch in size. However, customers cite examples where the system records much smaller defects, such as minor scratches or dents.
Communication Problems
In addition to doubts about the system’s accuracy, customers also face difficulties when trying to challenge accusations. Many report being unable to reach a live Hertz representative through the automated support system. One customer noted:
It’s impossible to get through to anyone. Has anyone had success fighting this AI bot? I don’t even see anything I’m being accused of, but I’m being charged $180.
Hertz states that it is working on these issues and provides the opportunity to escalate requests to real employees. However, so far, customers continue to remain dissatisfied.
This situation raises an important question about the balance between automation and the human factor in the service sector. While technology can reduce the number of errors, it can also create barriers for customers who need personal attention. Hertz, like other companies, must find a way to combine the efficiency of technology with quality service.
