Sixt, a Hertz rival, uses AI-powered scanners to charge customers for pre-existing damage

Sixt, a car rental company, uses AI-powered scanners to photograph vehicles at pickup and return. However, customers have reported being charged for pre-existing damage due to errors in the system. Two incidents revealed flaws, including one where a customer was charged for damage that existed before the rental period began. Sixt employees review flagged damage before issuing charges, but the company has faced criticism over the use of AI scanners.

Car rental company Sixt has recently faced criticism from customers who have been charged for pre-existing damage detected by AI-powered scanners. The incidents highlight the challenges associated with the implementation of AI technology in consumer-facing services.

According to customer reports, the AI scanners have incorrectly flagged damage that existed before the rental period began. In one case, a customer was charged for damage that was present before they even picked up the car. While Sixt employees review flagged damage before issuing charges, the company has faced criticism over the accuracy and reliability of the AI scanners.

The use of AI scanners at Sixt is part of a broader trend in the car rental industry. Similar systems have been implemented by other companies, including Hertz, which has also faced customer complaints about false damage claims [1]. The UVeye system used by Hertz has been criticized for misinterpreting environmental conditions, such as water reflections, as damage [2].

The controversy surrounding AI scanners in the car rental industry raises broader concerns about the implementation of AI technology in consumer-facing services. While AI promises efficiency and consistency, the Hertz case demonstrates the potential pitfalls when AI systems are deployed without adequate safeguards or human oversight. Critics argue that companies are offloading decision-making onto automated systems without taking responsibility for flawed judgments [2].

Sixt has not yet responded to the customer complaints. However, the company has defended the use of AI scanners, stating that they enhance the rental experience by bringing greater transparency and speed to the process. Sixt plans to expand the use of AI scanners at more locations in the coming months.

The incidents at Sixt and Hertz serve as a cautionary tale for the broader adoption of AI technologies in various industries. Companies must ensure that AI systems are not only accurate but also fair, transparent, and accountable. As AI continues to play an increasingly significant role in our daily lives, the balance between technological efficiency and consumer rights will likely remain a critical point of discussion and concern.

References:
[1] https://nypost.com/2025/07/28/business/hertz-customer-flagged-by-ai-scanner-for-damage-says-hes-done-with-firm/
[2] https://theoutpost.ai/news-story/hertz-s-ai-damage-scanner-sparks-customer-outrage-and-raises-concerns-about-ai-implementation-18304/