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Hertz customer frustrated over AI damage claim

A Hertz customer claims the new AI scanner falsely flagged car damage, leading to dissatisfaction.

July 28, 2025 at 01:18 PM

Hertz customer flagged by AI scanner for damage says he's 'done' with firm

A Hertz customer shares frustration after an AI scanner flagged nonexistent car damage.

Customer frustration grows over Hertz AI scanner mishaps

A longtime Hertz customer has voiced his dissatisfaction with the car rental company following a troubling experience. He claims that an AI-powered damage detection system mistakenly identified a mark on the rental vehicle. Despite having video evidence showing no damage, he felt the customer service response was inadequate. The customer, identified as Akkasca on Reddit, described feeling frustrated by the reliance on the automated system and the lack of direct human assistance when disputing the claim. Other customers have also reported similar issues, leading to a growing sentiment of frustration towards Hertz’s new AI technology.

Key Takeaways

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AI damage detection lacks human oversight

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Customer service struggles to handle disputes

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Frustrated customers may reconsider loyalty to Hertz

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The importance of transparency in automated processes

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Growing criticism of AI-driven customer relations

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Hertz plans to expand AI system despite backlash

"This system is broken, and the lack of human accountability is infuriating."

Akkasca expresses deep frustration over automated damage assessment.

"The link provided to dispute the claim sends you in an endless loop."

Akkasca points out flaws in Hertz's dispute process.

"After 10 years as a loyal Hertz customer, I’m done."

Akkasca shares his decision to leave Hertz after this experience.

"The vast majority of rentals are incident-free, Hertz states in defense of technology."

Hertz emphasizes their confidence in AI despite customer complaints.

This incident highlights the tension between technology and customer service in the rental industry. While AI can streamline processes like damage detection, the lack of human oversight can lead to frustrating experiences for customers. Hertz's approach, while aimed at efficiency, raises questions about accountability and the reliability of automated systems. Customers are increasingly wary of systems that seem to function without acknowledging their input or concerns, which can lead to long-term loyalty issues for the company if not addressed properly.