Hertz is using AI to turn minor scuffs into major revenue

Billed by a Bot: The Rental Car AI That Sees Too Much

Hertz is using AI to turn minor scuffs into major revenue—and your wallet is the target.

When AI replaces humans in customer service, the pitch is always the same: speed, fairness, and efficiency. But when Hertz rolled out its new AI-powered vehicle inspection system, what customers got instead was stress, surprise charges, and a whole new reason to dread returning a rental.

Welcome to the age of automated upcharges.

At major U.S. airports—starting in Atlanta and expanding to 100 locations—Hertz has installed AI inspection tunnels that scan your vehicle as you return it. These digital eyes don’t just check for damage—they find everything: tiny scrapes, undercarriage scuffs, barely visible windshield cracks, even uneven tire wear.

From Missed to Monetized

Before AI, only 0.6% of rentals resulted in damage charges. Now, Hertz claims fewer than 3% of AI-scanned vehicles show billable damage. But here’s the catch: that’s 5x more charges than before.

We’re seeing things like:

• $440 for a 1-inch scuff on a wheel

• Fees broken down into “processing” and “admin” charges

• No actual repairs being done in many cases

This isn’t about improving service—it’s a revenue machine.

Your New Rental Reality

Customers report:

• Being asked to pay immediately to avoid higher charges

• Delayed responses to disputes—until the discount window expires

• AI flagging damage that was already there or simply not real

At high-turnover airport lots, the old rule was simple: get the car ready for the next customer. Minor scrapes? Ignored. Now? They’re monetized.

The Death of Trust in Premium Rentals

The premium value of big brands like Hertz was convenience and peace of mind. You paid more to skip lines and avoid the nickel-and-dime tactics of budget agencies.

That’s over.

With AI inspecting every inch and billing for what used to be “normal wear and tear,” the implicit “don’t sweat the small stuff” agreement is gone. Same price. Less protection. And every customer becomes a liability.

What This Means for Renters

Take photos. Take video. Document everything.

Don’t assume reputation equals protection.

And don’t be surprised if other rental companies follow Hertz’s lead.

Because once AI sees a scratch, it never forgets—and neither will your credit card statement.

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