So, you’ve just landed after a long flight, you’re exhausted, and all you want to do is drop off your rental car and get to the gate. You drive through that futuristic-looking tunnel at the Hertz return lot, the lights flash, and you think, "Cool, technology."
Then the email hits.
Before you’ve even cleared security, you’re looking at a bill for $440. Apparently, that high-tech scanner found a "scuff" on your wheel or a "dent" on the roof that’s smaller than a dime. Honestly, it’s enough to ruin a whole vacation.
Lately, hertz ai scanner damage fees complaints have been blowing up online. People are frustrated. And it’s not just about the damage itself—it's about the feeling that you’re being nickel-and-dimed by a machine that doesn't have a lick of common sense.
What is this thing, anyway?
The technology is built by a company called UVeye. They call it an "MRI for vehicles." It’s basically a high-speed portal with dozens of cameras and sensors that can scan a car in about 20 seconds.
Hertz says this is all about "transparency and precision." They claim it removes the human bias of a tired lot attendant who might miss a dent one day and be a total stickler the next. But for renters, it feels a lot less like transparency and a lot more like a "robotic tattletale."
By the end of 2025, Hertz plans to have these systems in 100 of its major airport locations, including spots like Atlanta, Charlotte, Newark, and Houston. If you’re renting in a big city, you’re likely going to meet the scanner.
The "ghost" damage problem
One of the biggest gripes in recent complaints is that the AI is, well, a bit too sensitive.
Take the case of Adam Foley, a traveler who made headlines after renting in Atlanta. The scanner flagged two tiny dings—one on the roof and one on the hood. Foley pointed out that these could have easily been bird droppings, dirt, or just "artifacts" in the camera lens.
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The AI doesn't know the difference between a scratch and a smudge. It just sees a "deviation" from the baseline image.
The real kicker? In many cases, the charges aren't even for the repair. One renter reported a $440 bill where only $250 was for the actual "damage." The rest? A $125 "processing fee" and a $65 "administrative fee."
Basically, you’re paying Hertz a premium for the privilege of their robot accusing you of scratching the car.
The "AI Trap" and the 24-hour rush
If the scanner flags something, you usually get an automated message immediately. This is where it gets kind of "sleazy," as some users on Reddit have described it.
Hertz often offers a "discount" if you pay the fee right away—sometimes within 24 hours. It’s a classic high-pressure sales tactic. If you pay now, it’s $125. If you wait to dispute it, it’s $190.
Most people just pay it because they don't want the headache. And that’s exactly what the system is designed for.
Why is it so hard to talk to a human?
Try to dispute a scanner-generated fee, and you might find yourself stuck in a "chatbot loop."
Complaints frequently mention that the Hertz app and website make it nearly impossible to reach a live person once the AI has made its judgment. You’re essentially arguing with an algorithm. The chatbot just keeps pointing back to the high-resolution photos the scanner took, as if they are absolute truth.
But photos can be misleading. Lighting, shadows, and even rain can make a car look damaged when it’s perfectly fine.
How to protect your wallet
If you’re renting from a lot that uses these scanners, you have to be your own defense attorney.
- Don't trust their "before" scan. Even if you drive through the scanner on the way out, take your own high-res photos and video. Walk around the entire car. Get close-ups of the wheels (curb rash is a favorite for the AI) and the roof.
- Check the undercarriage. These scanners have ground-level cameras. If there’s a loose plastic shield or a scrape underneath from a previous renter, you want it documented.
- The "Water Trick" (Caution Advised). Some frequent travelers have suggested that returning a wet car (either from rain or a quick splash) can sometimes confuse the AI sensors, though this isn't a guaranteed fix and could backfire if the system just flags the whole car as "unscannable."
- Demand the VIR. Ask for the full Vehicle Incident Report. This should show the "before" and "after" photos. Often, if you look closely, you’ll see the "new" damage was actually there when you picked it up, but the AI just didn't "hit" on it the first time.
The legal side of things
Lawmakers are starting to notice. Senator Richard Blumenthal and others have expressed concern about whether these fees are reasonable. In Maryland, some lawyers are even looking into whether these automated charges violate consumer protection acts, especially when they include "unjust enrichment" through those massive administrative fees.
Honestly, the best way to avoid the headache is to check if your rental location uses UVeye. If they do, you might want to consider a different company—or at least be ready to spend 10 minutes taking your own evidence before you leave the lot.
Your next move should be to pull out your phone the second you walk up to your next rental. Record a slow, 360-degree video of the car, including the roof and the rims. If that AI scanner flags you later, that 60-second video is your only real shield against a $400 bill for a "scuff" that was already there.