Car Rental Company Facing Backlash After AI Scanner Gaffe
With artificial intelligence (AI) becoming more prevalent across various companies, Hertz has also spread its wings in that realm.
For a lot of people, AI has plenty of benefits, but it isn't perfect.
Hertz uses a new AI scanner that automatically detects any scratches, dents or damages.
The new technology has worked out well, for the most part. Recently, one renter was upset after he returned his Thrifty rental car (which is also a part of the Hertz Corporation).
After returning the car, he was charged $440 for a one-inch scratch on the tire, per Adam Ismail of The Drive:
"A reader named Patrick recently rented a Volkswagen from Hertz’s location at Hartsfield-Jackson International Airport in Atlanta... When he returned the car, he did so with a 1-inch scuff on the driver’s side rear wheel. Patrick says he was alerted to the damage “minutes” after dropping the VW off, and with it, charges for the blemish: $250 for the repair, $125 for processing, and another $65 administrative fee. That’s $440 all told, for curb rash on one wheel."
It is certainly an eyebrow-raising move by the company, and the issue has been a talking point from users on Reddit.
"I’ve been using hertz for years. Today I turned in my rental into ATL and drove through their new UVeye system. It automatically sent me a bill for this “ding”. $195. I will no longer be using Hertz. Reached out to customer service and they said they stand by the AI," one user complained.
"lol let’s be honest. Hertz is gonna pocket that money and roll it into the executives bonus," another wrote. "Hertz is so broke ($35B in the hole) you can bet they are looking to make money with this," another wrote.
"Hertz is one of the worst though," another said. "Wow that's insane! Never using hertz ever again," another wrote.
As for this case, Hertz released a statement to USA Today about the scanner: "Over 97% of cars scanned with this technology show no billable damage, proving that the vast majority of rentals are incident-free."
So, perhaps this is a one-off case and not a common occurrence, although it also shows that AI still needs developing.
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