Congress Questions Hertz Over AI-Powered Scanners in Rental Cars After Customer Complaints

Hertz is facing scrutiny from U.S. lawmakers over its use of AI-powered vehicle scanners to detect damage on rental cars, following growing reports of customer complaints. In a letter to Hertz CEO Gil West, the House Oversight Subcommittee on Cybersecurity, Information Technology, and Government Innovation requested detailed information about the company’s automated inspection process. 

Lawmakers noted that unlike some competitors, Hertz appears to rely entirely on artificial intelligence without human verification when billing customers for damage.

Subcommittee Chair Nancy Mace emphasized that other rental car providers reportedly use AI technology but still include human review before charging customers. Hertz, however, seems to operate differently, issuing assessments solely based on AI findings. 

This distinction has raised concerns, particularly after a wave of media reports highlighted instances where renters were hit with significant charges once they had already left Hertz locations.

Mace’s letter also pointed out that customers often receive delayed notifications of supposed damage, making it difficult to dispute charges before fees increase. The Subcommittee warned that these practices could influence how federal agencies handle car rentals for official purposes. 

Hertz began deploying AI-powered scanners earlier this year at major U.S. airports, including Atlanta, Charlotte, Dallas, Houston, Newark, and Phoe

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