This is what to do if you’re assessed a car rental AI damage fee.
Hertz has installed AI-assisted vehicle scanners at major airports across the US, with more to follow. While the company claimed the system would “enhance the frequency, accuracy, and efficiency” of its operations, many suspected the real purpose was to hold customers accountable for damage that might otherwise go unnoticed in a manual inspection.
It didn’t take long for that suspicion to prove justified.
In July, a man who rented from Hertz at Atlanta’s Hartsfield-Jackson International Airport returned his car with a one-inch scuff mark on the driver’s side rear wheel. Minutes after the vehicle went through the AI scanner, he received a damage charge of $440. A few months later, another customer at the same airport got hit with the identical fee—$440 for a wheel scuff.
So what should you do if you get tagged with an AI damage fee?
Document Before and After
When you pick up your next rental, take a few minutes to photograph the vehicle before driving off. Capture every dent, scratch, and nick on the exterior and interior. When you return the car, do the same thing, covering the same ground. Ideally, your before-and-after photos will be virtually identical—and they’ll serve as proof if spurious charges show up later.
Don’t Pay Immediately
Hertz uses a strong-arm tactic to get customers to pay quickly: a significant discount, typically around 30%, if you settle within two business days. Resist the urge. If you pay, it becomes much harder to appeal what may be an unfair charge.
Demand a Human Review
Contact Hertz’s customer service team and tell them you’re appealing the fee. Ask to see the damage report. Find out where to send a letter or email along with your photographic evidence. Document your call—note the date, time, and the name of the representative. Save everything until the case is resolved.
Appeal in Writing
Submit your before-and-after photos proving no new visible damage was present at return. You can also use this evidence to dispute the charge with your credit card provider.
Escalate
If your initial appeal fails, take it to a higher manager. You might also contact a media ombudsman like Consumer Rescue or Elliott Advocacy. If they take your case, the added visibility can pressure the company toward a reasonable resolution.
Report to Consumer Protection Agencies
If the charges feel deceptive or predatory, consider filing a complaint with the Better Business Bureau or the Consumer Financial Protection Bureau.
Twist’s Take: The best defense against an AI damage fee is a good offense—snap those photos before and after every rental, because the algorithm isn’t going to give you the benefit of the doubt.