With the arrival of summer, road trips and car rentals become common for those planning their vacations. Car rental companies seek to offer speed and efficiency, but they don't always achieve it. In recent months, two well-known companies have been singled out for problems related to the use of artificial intelligence.
Customers expect safety and clarity in the service they hire. However, what was supposed to be a technological improvement has become a source of complaints and claims. The use of AI tools at Hertz and Sixt has caused more headaches than benefits.
AI enters the scene at rental companies
More and more companies are incorporating artificial intelligence into their processes. The promise is always the same: optimize resources, reduce costs, and offer a faster service. The reality, however, can be far from that narrative.
AI is already present in multiple sectors, from manufacturing in automobile factories to the voice assistants we use at home. It's also in the personalization of online experiences and in the management of large volumes of data. Given this scenario, it was inevitable for car rentals to join the trend.
Hertz didn't want to be left behind and decided to make a strong bet on this technology. Its UVeye tool is a system that scans vehicles for damage when they're delivered or returned. Launched in April 2025, it promises to detect any scratch or dent in a matter of seconds.
Hertz, UVeye and the unexpected problems
The company claims that UVeye only records billable damages. However, customers' experience suggests otherwise. According to The Drive, charges have been issued for minimal or even invented damages.
The testimonies collected on Reddit also reinforce this negative view. Numerous users claim they received bills for hundreds of dollars for damages they never caused. Although the fines were revoked after the claim, the discomfort with Hertz is evident.
For now, this system is only present at airports in the United States. However, the company has confirmed its plans to expand it to 100 locations before the end of 2025, which increases consumers' concerns.
Sixt repeats the same mistake
The competition doesn't fare any better. Sixt, another major company in the sector, has implemented a similar system called Car Gate. This software also inspects vehicles with artificial intelligence and has caused multiple complaints.
According to The Drive, some customers were accused of damages prior to picking up the car. What's most serious is that, in addition to the automated system, there is human staff who inspect the vehicles, which didn't prevent errors in the penalties.
While the fines were canceled after the complaints, the damage to the company's reputation is real. Every bad experience generates distrust and can translate into losses in the short and medium term. The most sensible recommendation is to always document the condition of the vehicle at the beginning and end of the contract.