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简体中文A growing number of Hertz customers are reporting an alarming trend: exorbitant charges for what appear to be minuscule, almost imperceptible “dings” on their rental vehicles. These new fees are being flagged by AI-powered inspection scanners upon vehicle return, leading to significant customer frustration and questioning the fairness of modern car rental policies.
This isn’t an isolated incident. Weeks after a customer in Atlanta faced a $440 charge for a small wheel scratch detected by an AI system, similar stories are emerging. One recent account, shared by Adam Foley on LinkedIn, highlights the contentious nature of these automated assessments, describing a case that strikes many as even more egregious.
Adam Foley’s Ordeal: $350 for Barely Visible Imperfections
Adam Foley’s experience began just hours after he returned his rental vehicle. He received a notification from Hertz’s AI system flagging two areas of damage. One was on the car’s roof, the other on the driver’s side front fender. Foley later shared an image of the fender damage, which appeared incredibly slight – reportedly smaller than a dime in diameter and not deep.
Despite the minimal nature of the imperfections, Hertz charged Foley a total of $350. This staggering sum included $80 for each “dent” and an additional $190 in processing and administration fees. In a move that has become a pattern, Hertz also offered Foley a $65 discount if he paid the charges immediately, effectively pressuring customers into quick compliance.
The Automated Wall: Challenging Hertz’s AI Charges
Customers attempting to dispute these AI-generated charges face a formidable, human-less system. Foley recounted his frustration, stating, “To protest this fee, it is an automated AI chat experience that does not break to go to a human interaction no matter what choices you make.” He added that the system “only [gives] explanations for why you still owe $190,” offering no real avenue for discussion or contestation through the primary web portal.
This lack of human interaction in the dispute process is a significant point of contention. While Hertz claims its AI aims to “enhance the rental experience by bringing greater transparency, precision, and speed to the process,” the reality for customers like Foley feels anything but transparent or fair when facing charges for virtually invisible damage without recourse.
When Precision Becomes Punitive: The Debate Over Minor Wear and Tear
The core issue isn’t the AI technology itself, which many acknowledge has compelling potential for efficient damage assessment. As Foley himself noted, “I want to be clear that I think this use of AI is kind of compelling – use cameras and AI to assess damages and communicate the expectation of payment. It makes sense.”
However, the dispute arises from the “granularity” of the detected “damages.” A minor scuff or ding, like the one on Foley’s fender, would likely be overlooked by a human inspector, wouldn’t bother the next renter, and is hardly the type of damage an average car owner would rush to repair. These are often considered standard wear and tear for a vehicle that passes through hundreds of hands.
The question then becomes: why is Hertz charging for these minute imperfections? Industry observers suggest it might be a strategy to recoup the significant investment in advanced AI scanning technology, such as the UVeye systems used at many airport locations. By meticulously identifying and charging for every conceivable blemish, Hertz could be optimizing its return on investment, regardless of whether the “damage” actually requires repair or impacts the vehicle’s usability.
For Adam Foley, the experience was decisive: he vows not to rent from Hertz again as long as these policies are in place. This sentiment resonates with a growing number of customers who, while perhaps open to AI-driven inspections for significant damage, find the current approach to minor “dings” to be disproportionate and unfair.