Imagine returning a rental car in pristine condition, only to be slapped with a damage claim by an unaccountable AI system. This is the frustrating reality faced by a loyal Hertz customer who, after a decade of trust, is walking away from the company. It’s a cautionary tale of technology overreach and corporate processes that leave consumers powerless.
According to the New York Post, a Reddit user named Akkasca, a Hertz customer for 10 years, has decided to end his relationship with the car rental giant after an AI-powered scanner wrongly flagged nonexistent damage on a vehicle returned at George Bush Intercontinental Airport near Houston.
Akkasca, who prided himself on always returning cars in great condition, encountered the issue immediately after driving through Hertz’s automated return scanner. Just minutes later, while heading to catch an airport shuttle, he received a text from Hertz stating damage had been detected. Shocked, he clicked the link, got off the shuttle with luggage, and returned to inspect the vehicle.
Upon checking the car, Akkasca found no visible issues in the flagged area and recorded a video on the spot to document its condition. He even noticed unrelated damage elsewhere—below the rear tail light with a clear sticker and a large scratch—that the AI inexplicably failed to detect.
Frustrated, Akkasca sought help from staff and managers at the Hertz location. They claimed to have no control over the AI scanner’s decision and directed him to customer support. It was a dead end from the start.
Believing the matter could be resolved later due to a flight to catch, Akkasca planned to dispute the claim through Hertz’s process. But the dispute link provided led to an endless loop, preventing any actual submission. Customer support was equally unhelpful, insisting they could do nothing despite his video evidence.
“The link they send you does NOT allow you to submit a dispute,” Akkasca vented on Reddit. He questioned whether environmental factors like water reflections or dirt on the black car might have misled the AI scanner. Yet, there was no way to present this possibility or defend himself against what he called an “unchallengeable, automated accusation.”
After persistent effort, Akkasca reached Hertz corporate and connected with the claims department. They informed him that the damage claim was dismissed, and he would not face any charges. Still, the victory felt hollow given the ordeal.
“This system is broken, and the lack of human accountability is infuriating,” Akkasca declared. His experience isn’t isolated—other Hertz customers have recently been charged hundreds of dollars for minor scrapes detected by the same AI scanners, often with no immediate access to customer service for disputes.
Hertz currently uses UVeye scanners at major airports like Atlanta Hartsfield-Jackson, Charlotte Douglas, Houston George Bush, Newark Liberty, Phoenix Sky Harbor, and Tampa International. The company plans to expand this technology to 100 locations by the end of 2025. Last week, Hertz told The Post the scanner “only detects billable damage.”
Additionally, Hertz claimed that “the vast majority of rentals are incident-free” and emphasized their goal of enhancing transparency and speed when damage occurs. But for customers like Akkasca, this feels like corporate spin over real accountability. Where’s the efficiency when disputes are impossible to file?
Why does this matter to you? As technology increasingly dictates consumer interactions, stories like this highlight the risks of unchecked automation in business. When AI systems lack human oversight, they can erode trust and penalize loyal customers without recourse.
For those focused on wealth-building and personal liberty, this is a reminder to scrutinize the fine print of rental agreements and corporate policies. Consider documenting vehicle conditions with timestamped photos or videos before and after rentals—it’s a frugal way to protect your wallet. Akkasca’s video evidence, though initially ignored, likely helped his case.
Finally, if you’re a Hertz customer or considering renting, be wary of locations with AI scanners and demand clarity on dispute processes before signing. Push for companies to prioritize human judgment over blind automation—your financial freedom depends on holding corporations accountable. As Akkasca’s story, first reported by Carscoops, shows, loyalty means little when algorithms rule unchecked.