It's like people learn how to make a phone app in React Native or whatever, but then come to the shocking and unpleasant realisation that a data-driven service isn't just a shiny user interface - it needs a backend too.
But they don't know anything about backend, and don't want to, because as far as they are concerned all those pesky considerations like data architecture, availability, security, integrity etc are all just unwanted roadblocks on the path to launching their shiny app.
And so, when a service seemingly provides a way to build an app without needing to care about any of those things, of course they take it.
And I get it, I really do. The backend usually is the genuine hard part in any project, because it's the part with all the risk. The part with all the problems. The place where everything can come crashing down or leak all your data if you make bad decisions. That's the bothersome nature of data-driven services.
But that's exactly why the backend is important, and especially the part you can't build anything decent without thinking about.
I'm not sure how you can make the points you make, and still call it a "generally brilliant solution"
The entire point of this system - like anything a giant company like Hertz does - is not to be fair to the customer. The point is to screw the customer over to make money.
Not allowing human employees to challenge the incorrect AI decision is very intentional, because it defers your complaint to a later time when you have to phone customer support.
This means you no longer have the persuasion power of being there in person at the time of the assessment, with the car still there too, and means you have to muster the time and effort to call customer services - which they are hoping you won't bother doing. Even if you do call, CS hold all the cards at that point and can easily swerve you over the phone.
It's all part of the business strategy.