RENTAL drivers are being stung with bills exceeding $600 for minor scuffs on returned cars detected by AI-powered damage scanners.
Customers have reacted with fury to the controversial technology, which was first rolled out by rental giant Hertz.
Hertz adopted the technology from UVEye for its rental cars[/caption]
The AI-driven vehicle inspection tech is meant to detect any damage from returned rental cars[/caption]
Some customers, however, feel they are being hit with unnecessary fees[/caption]
Now, Germany-based rival company, Sixt, which has 100 branches in the US, has introduced a similar system called Car Gate.
The tool photographs vehicles from all angles at the beginning and end of rental periods. Staff members then review damages before issuing fees to drivers.
However, serious flaws in the system have been flagged by outraged renters.
One customer told The Drive how he was hit with a $605.82 bill for “wheel damage” when he returned a Mazda CX-50 at Atlanta’s Hartsfield Airport, even though documents showed the car was damaged before he rented it.
“They [Sixt] were using the wrong photograph. After escalating to management, they dropped the claim entirely,” the renter, only identified as Badi, told The Drive.
“Had they not accidentally shared the exit photo, they likely would have proceeded with collections.”
Another Sixt customer named Ray reported a similar incident.
According to Ray, he returned his rental “on a stormy” day at Ronald Reagan National Airport in Washington D.C. He said he received an email from Sixt showing images of two small scratches on the car – one on a wheel and another on a fender.
He noticed the vehicle appeared dry in the photographs, despite being returned on a rainy day.
The images were stamped with the date of the initial pickup scan, not the return inspection.
“The email stated that I needed to provide my insurance information to them or pay $650,” Ray told The Drive.
“So after I calmed down and looked at the pictures again, I noticed that the car was completely dry. It even said ‘exit’ on the picture.”
When Ray challenged the fine, Sixt closed the case within a week.
Hertz launched its damage scanners, which were built by AI startup UVeye, in April.
Things to keep in mind when renting a car
According to The Boston Globe, every person renting a car should take a few minutes to check some boxes before committing to a rental car.
- Keep in mind that rental companies are responsible for keeping cars mechanically sound. If you’re ever in a situation where you have to wait longer than 90 minutes for a tow truck, they advise to leave the keys in the rental and demand a refund as long as other transportation options are available (such as a ride from a friend, Uber, or Lyft)
- Be cautious about roadside assistance packages. Most packages cover instances like leaving keys in the car or running out of gas, but any mechanical issues are on the company.
- An accident, though, is the renter’s responsibility and will be charged to your insurance, not the company’s.
- Certain memberships, like AAA or AARP, may get you a discount on rentals.
- Some companies offer insurance for a small fee, though you’re already covered by your personal insurance. Before declining rental insurance, it may be wise to double-check that your insurance is covering the rental.
- Perform a visual inspection of the car before leaving the lot to protect yourself from damage claims from the company.
- When returning the car, make sure the gas level is as close to the same level as when you first drove off to avoid a refueling charge.
- Research different rental companies before committing to one. Some may have better reviews or warranties than others.
- Keep all contact via email or text in case a claim needs to be made later.
- If you see any scratches or dents on the vehicle, be sure to take pictures with a time and date stamp to avoid damage claims.
Source: The Boston Globe
Since then, multiple customers have said they’ve been charged hundreds of dollars for minor cosmetic scrapes and dents, damages they can only dispute via a chatbot that offers a discount if they pay the fine immediately.
Driver Adam Foley reportedly got lumped with a $285 bill for “two small spots” on his rental car.
“It’s a shakedown that is extremely off-putting,” he told The Daily Mail.
Hertz intends to install scanners at 100 of its airport locations across the US by the end of 2025.
Meanwhile, other major car rental firms also appear to be using digital scanning technology.
Customers using Avis, another car rental company, have reported scanners at car lots at Los Angeles International Airport and Houston’s George Bush Intercontinental Airport, although those renters didn’t experience billing disputes, according to The Drive.
Sixt maintains the technology makes vehicles safer by detecting “potential damage.”
“We are committed to maintaining the highest vehicle quality and delivering an experience built on trust,” a Sixt spokesperson told The U.S. Sun.
“Our customers value transparency – and we take that seriously. That’s why we photograph each vehicle at select locations like airports before and after every rental and make these images available.
“As advanced technology helps us, decisions are always made by human experts. If potential damage is detected, it is carefully reviewed by our trained staff to ensure fair and customer-oriented outcomes.”
Hertz didn’t immediately respond to a request for comment from The U.S. Sun.
Hertz will install scanners at 100 airport locations across the US by the end of the year[/caption]
