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If an AI scanner fails to identify pre-existing damage on your rental car, you could be wrongly charged for repairs. But could those same images actually vindicate you in the end? One Sixt customer just discovered that, with a little help from Consumer Rescue, the answer is “Yes.”
After traveling all day from Nova Scotia to Fort Lauderdale, Florida, Canadian Sharon Doyle was tired. She was looking forward to checking into her hotel and getting some rest. So when she arrived at the Sixt counter, she was relieved that her rental car was ready.
She tossed her suitcase into the back of the vehicle and sank into the driver’s seat. After checking the mirrors and gas gauge, Doyle took off. She drove straight to the gate, where new AI scanners photographed the rental car from all angles.
When the photoshoot was over, the gate lifted and Doyle was grateful to be on her way.
After a pleasant eight-day respite in the Sunshine State, Doyle returned the rental car to Sixt. As she entered the lot, the vehicle went through the AI scanner again.
Doyle dropped the keys off, headed into the airport, and flew home. She wasn’t familiar with the AI scanner, but she was about to get an unpleasant lesson on this new technology.
Surprise! Sixt says the AI scanner found damage to the rental car
A few days after Doyle returned home, Sixt sent her a surprising message.
During our routine vehicle inspection process, we identified damage on the vehicle that was not present at the time of your rental pick-up.
As part of our commitment to ensuring the safety and quality of our rental fleet, we have implemented an advanced vehicle scanning system. [This system, which includes a vehicle-sized scanner, meticulously captures detailed images of each vehicle’s exterior as it enters and exits our rental lot.] This system has flagged these damages for comparison between the initial scan at the time of rental pick-up and the subsequent scan upon return.
Upon careful review of the scans, it has been determined that the damage in question occurred during your rental period. We understand that accidents can happen, and it is important for us to address such matters transparently. Sixt Rent a Car, LLC
The letter went on to ask Doyle to pay $1,428 within two weeks to repair the car. There was also a link to the report from the AI scanner that included the before and after images it took.
When Doyle examined the images she was surprised. The photos taken at the gate when she returned the rental car did showed two deep scratches at the back of the vehicle. But she was sure the Volkswagen Jetta had not sustained any damage during the time she drove it.
Doyle suddenly realized that she had made a grave error by failing to closely inspect that rental car. She had absolutely nothing to defend herself against these damage charges.
Asking Consumer Rescue: Am I responsible to pay for these car repairs?
Not knowing where to turn, Doyle discussed her problem with a friend. He recommended that she send a request for help to Consumer Rescue. Soon this unusual case landed on my desk with a looming due date for payment of the $1,428 car repair bill.
As it turns out, that friend, David, had a vested interest in correcting this problem. It was his credit card that Doyle used to pay for the rental car. And it was his credit card that was about to be charged the hefty fee to repair it.
“Sharon is my friend and she used my credit card to pay for the car rental,” David told me. “She is sure she didn’t damage the vehicle, but Sixt is insisting we must pay to repair it. Can you please look at the evidence and see if you can help? I think something seems off about it.”
Of course, I’m always happy to review evidence that consumers want to send me. So David quickly forwarded what Sixt had sent Doyle to justify pinning the car repair bill on her.
When I reviewed the “evidence,” I agreed with David – something was definitely off.
If someone had really done a “careful review of the scans,” they would not have sent her the repair bill for that car. Unless, of course, Mr. Magoo had done the inspection,
Consumer Rescue investigates: Did this AI scanner miss pre-existing damage?
I was actually impressed by the detail of the photos taken by the AI scanner at the Sixt location in Fort Lauderdale. Those images quickly proved to me that Doyle had been falsely accused of causing damage to her rental car.
Sixt provides a detailed explanation on its website of the new AI technology Sixt calls Car Gate. On the surface, it sounds great for customers. If car rental companies can take reliable whole-body imaging of the vehicles as the customer is leaving the gate and when they return, theoretically, this could greatly cut down on rogue locations falsely padding their bottom line with false damage charges.
However, these AI scanners are in what I would call beta mode – prone to mistakes. Doyle was definitely a victim of a technology not quite perfected.
In the two sets of photos of Doyle’s rental car, the vehicle seems to be in a different position and slightly different lighting. But when I studied the images, zooming in, I could easily see that the two scratches were on the rental car when Doyle drove away with it. Unfortunately, the AI scanner missed the damage on the pickup photos.
Asking Sixt to have a look at this AI scanner’s mistake
I don’t receive a lot of complaints about Sixt. But this one was significant and clearly an error on the part of the car rental company.
It took me less than three minutes to zoom in and find that the AI scanner had also recorded those scratches as Doyle drove out of the Sixt lot.
Note: I added the red boxes and arrows highlighting the damage on the pickup photos to share with Sixt. Car gate didn’t flag any problems with the vehicle in the initial scan.
I sent my findings over to our executive contact at Sixt. Here’s an excerpt:
As you can see, the pickup and return photos show the same two scratches that she’s being asked to pay to repair. Note the message under the evidence: “All photos were created and verified by Sixt.” These photos prove the car had pre-existing damage. I don’t believe a human at Sixt reviewed this “evidence” before assigning the car repair bill to Doyle, since there is no way to miss those scratches in the before photos.
Given that the evidence shows the vehicle had this damage before Doyle rented it, it seems that this damage claim against her should be dropped. She doesn’t want to pay a repair bill for damage someone else caused. Thank you!
Michelle Couch-Friedman, consumer advocate
I included the two most crucial photos from the AI scanner, mocked up with my notations.
The good news from Sixt: Our AI scanner made a mistake
To Sixt’s credit, their executive team responded swiftly. The AI scanner in this case had made a mistake. It hadn’t picked up the damage that was clearly visible when Doyle left the lot. In a different lighting and a slightly altered angle, the scratches were “seen” by the AI program.
Humans like me and the executive team of Sixt could see what AI could not. Our executive contact at Sixt explains the outcome:
Hi Michelle,
If potential damage is detected, it is always reviewed by a SIXT team member to ensure a fair and accurate assessment. In the rare instance a discrepancy occurs, we review it further and make every effort to resolve it to the customer’s satisfaction, as we have done in this case.
Sixt company spokesperson
Doyle and David are thrilled.
Michelle,
What great work you are doing for folks. Thank you for helping Sharon, and I am so glad I found you.
I’m glad you found us, too. Make sure to spread the word about Consumer Rescue! ⛑️🛟
Related: Hit with fake rental car damage charges? Here’s how to make them go away
Lower your risk of getting hit with rental car repairs
Over the years, my inbox has been packed with complaints from customers who insist they’ve been wrongly accused of damaging their rental car. I’ve tackled hundreds of these cases and vindicated a significant number of those consumers through my investigations.
Of course, I’m happy to be able to assist the consumers who contact me. But ultimately, my goal is to help travelers to avoid the situation in the first place. By taking a few precautionary steps before leaving and after returning your car rental to the lot, you can prevent most false damage charges.
1. Inspect the rental car for pre-existing damage
The first thing you must do before putting your belongings into any rental car is to thoroughly inspect it. And I do mean thoroughly.
In a well-lit area, inspect the inside, outside, undercarriage and even lift the hood to verify no rodent damage. Don’t be shy. Remember you are taking full responsibility for that vehicle and you don’t want to inherit damage someone else caused.
Related: Enterprise says Mickey Mouse damaged my rental car. Help!
Never assume the rental company’s assessment is correct. Print Consumer Rescue’s Rental Car Inspection Checklist and make your own assessment.
2. AI scanners or not, take your own photos and videos
Travelers should make it a routine part of their car rental habits to take their own video or photographs of the vehicle before driving off the lot.
Although AI scanners are becoming more common at rental locations, customers should not rely on them. This technology is in its infancy and is far from perfect. These detectors can miss vehicle damage on the way out, but find it on return. And don’t forget, the AI scanners are primarily to protect the car rental companies, not the driver.
Car rental customers should always have their own clear before and after photos or videos of the rental car.
3. Read your rental car contract: The customer must report pre-existing damage
Unfortunately, many of the car rental customers who ask me for help did not inspect the vehicle beforehand. They also didn’t take any before or after photos. A significant portion of these travelers tell me that they observed damage to the vehicle before taking control of it, but assumed it was already noted somewhere.
Claiming pre-existing damage after you’re being billed for repairs is not a valid defense. That’s because of a little clause in your rental contract that says it is your responsibility to inspect the car before leaving the lot. If you find any pre-existing damage you agree to return to the counter to report it – even if you’re tired and don’t feel like it.
If you don’t report pre-existing damage, you’re leaving yourself wide open for a hefty repair bill later.
Related: Help! I’m being charged $1,979 to fix a rental car someone else wrecked
The bottom line
It’s too soon to say whether AI scanners will help reduce false car rental damage accusations or increase them. While the AI scanners in Doyle’s case wrongly flagged her for causing damage, those images were also what I used to easily vindicate her in the end.
AI scanners may help catch genuine damage – or wrongly flag innocent renters. What’s certain is that this technology still needs human oversight.
The good news is that if you get falsely snagged by an AI scanner after your next car rental and you’ve followed all my tips above, you’ll be well-positioned to defend yourself and deflect unfair repair bills.
Of course, if, despite your best efforts, you’re unable to convince the car rental company that it has made an error, you know where to turn. Consumer Rescue is here to defend you. Our help is always fast, friendly, and, best of all, free of charge! (Michelle Couch-Friedman, Founder of Consumer Rescue)
Before you go: Hertz billed a customer to repair a rental car he never drove. What’s going on here?
