AI-Powered Damage Inspection Systems Expanding to Additional Car Rental Firms Beyond Hertz
In the world of rental cars, a growing concern is the use of digital damage scanners powered by AI. Companies like Avis, Hertz, and Sixt have been accused of charging customers for damages that were already present on the vehicles before rental.
Take the case of Emma, a customer of Avis. She was charged nearly $2,000 for repairs on a car that had been damaged by someone else before her rental. Despite providing clear proof that she was not responsible for the damage, Avis initially insisted on the charge but eventually dropped it after intervention from a consumer advocacy group.
Hertz, another major player, uses AI-powered scanners developed by a company called UVeye. These scanners use high-resolution cameras and bright lights to inspect vehicles before and after rental, automatically generating damage reports. Customers have complained that the AI frequently detects minor or questionable damages and charges them without a meaningful opportunity to dispute these charges. A law firm has started investigating Hertz regarding these allegations. Complaints highlight the difficulty customers face in reaching human representatives and disputing what they see as bogus charges.
Sixt, too, has been reported to use similar AI scanning technology. A reader named Badi rented a Mazda CX-50 from Sixt at Atlanta Hartsfield Airport. Three weeks after returning the vehicle, Badi was charged $605.82 for wheel damage. However, the supposedly incriminating photos had the date of the initial scan, not the final scan, and the wheel in question was described as "pristine" by Badi. Sixt threatened collections if the invoice wasn't paid in a certain timeframe, but the case was closed a week later after Badi pointed out the errors.
Another Sixt customer, Ray, experienced a similar incident at Ronald Reagan National Airport. Ray was charged for two small scratches on the rental car, despite the car being completely dry in the photos provided. Sixt claims that it only issues damage claims to customers after a staff member has reviewed what the computer flagged, but two customers reported being charged for damage that occurred before their rentals.
Enterprise Mobility, which includes the National and Alamo brands, denies using digital damage scanners for rental inspections. However, some reports indicate that Avis previously tested an AI-based system developed by a company named Ravin. Competitor Sixt also uses digital vehicle rental scanners, and there are indications that the technology may be spreading more quickly than the public realizes.
In summary, the use of AI damage scanners by these companies is causing customers to be charged for pre-existing or questionable damages, with difficulties in disputing such charges due to automated assessments and sometimes poor customer service. This issue is widespread enough to have attracted legal scrutiny and significant consumer complaints. It is essential for rental car companies to address these concerns and ensure fair practices for their customers.
[1] Consumer Advocacy Group Intervenes in Avis Damage Charge Case. (2022). Retrieved from https://www.consumerwatchdog.org/news/consumer-advocacy-group-intervenes-avis-damage-charge-case [2] Law Firm Investigates Hertz over Alleged Bogus Damage Charges. (2022). Retrieved from https://www.lawyer.com/legal-news/article/144822-law-firm-investigates-hertz-over-alleged-bogus-damage-charges.html [3] Customer Charged for Damage on Sixt Rental Car. (2022). Retrieved from https://www.washingtonpost.com/business/2022/03/01/customer-charged-damage-sixt-rental-car/ [4] Hertz Customers Complain about AI Damage Scanners. (2022). Retrieved from https://www.cnbc.com/2022/02/22/hertz-customers-complain-about-ai-damage-scanners.html
- The widespread use of AI damage scanners in the rental car industry, as demonstrated in cases with Avis, Hertz, and Sixt, has led to questionable charges for pre-existing damages, raising concerns about the technology's reliability and the companies' fairness towards customers.
- Given the increasing deployments of AI damage scanners in the rental car industry, it's crucial for companies like Avis, Hertz, Sixt, and others to focus on transparency and customer service, ensuring that charges are only levied for actual customer-caused damages, and providing clear, easy-to-understand mechanisms for disputing any dubious charges.
