by Hertz uses AI to assess car damages
Returning a rental car has always been accompanied by some stress — customers worried that the company might charge them for damages they did not cause. Hertz decided to use artificial intelligence and cameras to automatically scan vehicles upon return. The UVEye system, currently being tested at airports, records damages longer than 2.5 cm. According to the company, 97% of rented cars are returned undamaged.
However, some customers complain about system errors. One of Hertz’s regular customers stated that he would never use their services again after AI detected non-existent damage. Even the video recording he made did not help — the employees refused to cancel the automatic decision.
If you managed a rental company, how would you assess damages fairly?
The question of fairness in damage assessment remains open. AI offers objectivity but is not perfect. The classic human inspection also has drawbacks — inspectors might miss damages or detect them later. Companies need to find a balance between protecting their assets and customer trust.
Rental cars inevitably sustain minor damages: chips, scratches, dents. Even if the company doesn’t repair every minor issue, it affects the car’s resale value. Technology can help, but it doesn’t solve all problems yet. Some customers are already voting with their feet, choosing competitors with more transparent terms.
