Imagine renting a car for a simple family visit and returning it only to be hit with a bill for hundreds of dollars — for damage you swear you didn’t cause.
That’s exactly what’s happening to a growing number of Hertz customers, who say they’re being blindsided by damage fees flagged by artificial intelligence scanners, often without any human interaction at all.
Nadia, a U.S. Navy sailor, is one of them.
A Simple Trip Turns Into a Costly Surprise
Back in April, Nadia rented a car from Hertz to visit her mom.
Nine days later, she returned the vehicle to Hartsfield-Jackson Airport in Atlanta, where Hertz had her drive through a high-tech AI scanner as part of the check-in process.
Hours later, she got a message: she owed $935 — $500 for damage and another $435 in various fees.
The issue? Two tiny dents on the passenger side. But Nadia is adamant she didn’t cause them.
“I know for a fact I didn’t do that,” she said. “The car was mostly parked in my mom’s driveway.”
Customers Are Getting Billed for Damage They Didn’t Notice
Nadia’s experience isn’t unique. Dozens of Hertz customers have reported being charged between $130 and $935 for minor damages — small dents, scuffed rims, even supposed undercarriage damage — all flagged by Hertz’s AI system, created in partnership with tech company UVeye.
Hertz says the AI improves safety and standardizes vehicle assessments.
But drivers say it’s anything but fair — and even harder to challenge.
AI Scanners Are Raising Big Questions About Transparency
Since the launch of the AI scanners, customers have been complaining that the damage detection system is too sensitive — and nearly impossible to dispute.
When asked if these fees are used for actual repairs or just compensation for loss of value, Hertz hasn’t given a straight answer.
Even after multiple requests from reporters, the company either didn’t respond or dodged the question altogether.
Instead, they’ve told customers to submit “before” photos of their vehicles.
But that assumes renters are even aware they need to take detailed photos before driving off the lot — a practice not everyone is used to.
The Struggle to Get Human Help
One of the biggest frustrations? The lack of real customer service.
Drivers who want to contest charges say they’re pushed toward online claims pages and AI chatbots, with no clear way to speak to an actual person.
One renter, who picked up a car at Newark Liberty International Airport, was slapped with a $416 bill for “cosmetic rim damage.”
He paid it — not because he agreed with it, but because the claims process felt threatening and he couldn’t reach anyone who would listen.
When he asked for photo evidence, the damage team reportedly told him they “did not have access” to those images.
Paying More Than the Rental Itself
In another case, a driver was charged $130 for a dent on a Kia K4.
The kicker? The rental itself had only cost $116.
Several customers told similar stories — $130 for a dent “the size of a fingernail,” $195 for a barely noticeable ding, and even more for tire scuffs that could easily be smudges or shadows.
In July, one renter named Adam Foley was billed $285 after driving his Buick through the scanner.
He was offered a discount — if he paid quickly — and sent to an AI chatbot for support.
“It felt like a shakedown,” he told DailyMail.com. “Hertz used to be my go-to rental company. Not anymore.”
Experts Say It’s a Slippery Slope
Some experts believe this trend signals a bigger issue. Dr. Ramnath Chellappa, a digital markets professor at Emory University, said AI should be reducing friction, not increasing it.
“The fact that you can’t reach a human for resolution is completely unacceptable,” he said.
Even collision analysts are skeptical about the AI findings.
Alex Black, from vehicle history service EpicVIN, reviewed Foley’s images and said the supposed damage could’ve been a reflection or lighting issue.
And even if it was real? “I’d quote maybe $100–$150 for a fix. Nowhere near $285,” he said.
Hertz Promises Changes, But Complaints Keep Coming
Hertz has said they’re planning to add live agents to the UVeye system to help customers.
But so far, many feel the process is still heavily automated and difficult to navigate.
Since the AI rollout, similar complaints have popped up in The New York Times, The Drive, and Reddit.
One customer said he was charged $195 for a dent under the door handle — which might’ve just been a shadow.
Another got billed $440 for a curb scrape on the tire.
Customers Are Walking Away
Every renter who spoke to DailyMail.com said the same thing — they won’t use Hertz again.
What was once a trusted brand is now drawing criticism for how it’s rolling out AI without enough accountability.
UVeye, the tech company behind the scanners, hasn’t responded to any media requests for comment either.
What Comes Next?
With more AI scanners being installed at major airport rental hubs and thousands of drivers renting cars every day, this issue isn’t going away anytime soon.
Whether Hertz makes meaningful changes or sticks to its current path remains to be seen.
But one thing’s clear: when AI gets involved with your car rental, take photos — lots of them.