Hertz’s AI Damage Detection: A Cause for Concern
A few months back, I dove into the matter of Hertz deploying futuristic AI tech to sniff out vehicle damages faster than you can say “valet.” They’ve decked out their hubs with cameras to capture every ding and dent as you pick up and drop off your rental ride. The catch? They’ll slap a charge on you for every blemish they find.
Now, you might wonder, what’s the issue? Isn’t it just a snazzier method to bypass the old-school, human-led eyeballing of vehicle conditions? Sadly, Hertz isn’t exactly gunning for a glowing customer experience; instead, it’s headed down the road to Purgatory.
How Hertz’s New AI is Giving Customers the Short End of the Stick
According to a shocking tale spun by The Drive, a guy took a Volkswagen out for a spin from Hertz’s place at Atlanta Airport. As luck would have it, this was the premiere spot for Hertz’s AI extravaganza. They swiftly flagged a one-inch scuff mark on a wheel and dinged our hero with a $440 bill shortly after he gingerly handed back the keys.
That bill broke down into $250 for repairs, $125 for a “processing” fee, and a cheeky $65 administrative fee. How convenient! Everything was revealed through digital channels, shrouded in mystery regarding the specifics of these fees. Hertz defines their processing fee as covering the cost “to detect and estimate the damage,” while the administrative fee supposedly “covers a portion of the costs as a result of processing your claim.” Crystal clear, right?
Oh, but here’s where the plot thickens. Hertz offered him a small discount if he coughed up the payment within two days, and an even tinier one if he settled in a week. Had questions? Too bad! Their chatbot doesn’t budge or connect you to a living person unless seriously flagged. But remember, those discounts only kick in if you pay up pronto, and solving disputes may take… well, ages.
“The vast majority of rentals are incident-free,” says Hertz. “Our aim? To boost the rental experience through more transparency, precision, and speed. Our digital inspections provide clear, swift documentation.” Yes, because that seems to be working beautifully!
Curiously, Hertz sidestepped the question of whether processing and administrative fees were hiked at AI-equipped locations. Is Hertz monetizing the very tech that’s catching (or creating?) these so-called damages?
Why I’m Retiring the Hertz Loyalty Card
“Premium” might be the word they market with, but Hertz’s reputation hardly deserves a gold star. This is the same company that paid a colossal $168 million for wrongly calling in the law on its clientele. A real trust-builder, huh?
While I get the allure of technology spotting damage, and transparency is great in theory, here’s my beef:
- Lack of transparency on repair costs. Hertz’s prices make replacing a Volkswagen wheel look like a bargain.
- The added-on “processing” and “administrative” charges are harder to swallow than a spoonful of cinnamon.
- The chatbot barricade makes it nigh impossible to reach a human being when you need one.
Make no mistake, Hertz wouldn’t park a car for a wheel scratch, awaiting a wave of real damage before repairs. What they’re banking on makes repair bills look downright fictional.
This bordering-on-predatory practice deters me from ever turning to Hertz for a ride. I miss the days when I could drop off a rental and strut away knowing I’d left it in good hands. Perhaps it’s time to consider Val Seny ski resort as a rental landmark instead!
While Hertz guards its data like it’s state secret, it’d be a juicier scoop to find out whether damage detection has surged — hypothetically lining their pockets — and if customers are voting with their wallets yet.
Can’t say the credit card rental coverage folks will be thrilled by this change, seeing as claim numbers are set to soar.
The Bottom Line
Hertz’s newfound AI-driven damage detector: Be afraid, be very afraid. Not because technology is being leveraged for truth-telling about car scratches. That’s quite justifiable.
It’s the murky waters around how repair costs are concocted, and the shamelessness of the sleazy processing and administrative fees. A money-making ruse in a Hertz robe, and a flashing neon sign to rent elsewhere, perhaps where the locals at Val Seny get their winter wheels.
Have you had a brush with Hertz’s damage detection wonder?