RemServ

Decided to get a brand new vehicle just over two years ago. Did not go smoothly, firstly mixed me up with my recently deceased husband and said I was dead. Even though I could prove with current payslips that I was alive. It took six months to for ME to fix this problem. Then the dealership had the car for nearly two months waiting for Remserv to… Read more

complete the paperwork etc. even the dealership rang many times on my behalf to try and sort it out. Now today I find out that I am behind in my payments as the finance people did the payments over the incorrect number of months. I won’t be repeating this stress again. They really took the happiness of my first brand new car purchase.

Sophia was highly professional in dealing with me. Straight to giving concise answers to my questions and very professional, detailed and lucid with her answers and help. Kudos

Over the last 15 years I have leased 3 cars and this company's service was great on the first car but the last one, the service was non existing . I would suggest going elsewhere for a new lease

Super straight forward to use and incredibly lovely customer service team! Special shoutout to Suzylee T for onboarding me and running through all the benefits available to me.

A huge shout out to Jessica Hayes - Novated Leasing Specialist with RemServ. Jessica has gone above and beyond to ensure that the whole experience with sourcing a car and getting accessories was easy and hassle free. Jessica was just amazing, she is responsive, knowledgeable, professional, and courteous. Thanks again Jessica for making my first Leasing experience a pleasant one. Show reply

Exceptional Customer Service - thanks Sophia – I had an excellent experience with Sophia! Her professionalism, prompt assistance and friendly demeanour ensured the process of changing employer and addressing my needs was easy. She sets a high standard in customer service - been clear and concise with her communication and following up with easy to follow instructions specific to my situation. Thankyou Show reply

I have been with remserv for 2.5 years communication does not exist. I check the app it tells me I'm within budget everything looks good but I go to get me car services and get told I have no money for the service. It was a standard service nothing extra done. Then when I inquired about the account get told my insurance is over spent the insurance… Read more

they have arranged but never contacted me to tell me it's over that what they budgeted for. Then I ring up about some things else and get told that my petrol is over well not sure if they have seen but fuel went up for that period but it wouldn't impact that much. I'm doing under the KMs that I requested when I took my lease out. When you contact them everything is my fault but they have the information infront of them so why does it take for me to contact you to get info. Now I have received an email to tell me they have no money to make me lease payment and now I'm behind a payment. Why isn't this money out aside. This lease has cause me more stress than it's worth and I really don't need the stress at the moment. I have enough on my plate

Still haven't received my money. Now given a mid June date. Today told that it had come from the specialist team, I told him it's not a specialist team at all. Then he hung up. Not a straight forward company to deal with, they are still taking fees. Not up front at all! From an initial quoted 4-6 week turnaround, they keep moving the posts. They don't follow up. No integrity. I certainly hope they ARE recording my calls.

Not suitable for everyone. I ended up owing the taxation $$. And a number of times I had to contact Remserv because my funds were sitting in my remserv account n I had to jump through hoops to get my money returned It wasnt an easy process. It took acouple paycyles of my money for money to start returning back into account, so ypu are taxed… Read more

anyway. For some each cent is accounted for and for me it was a waste of my time. You are charged an administration fee every pay cycle as well.

I sent an email to Remserv quering amounts on my account on 9th March that have not been paid to me. I previously called several times but was not resolved by the calls. I received no response. I then sent an email to the resolution team at Remserv on 13th March and have received a response. It is beyond disappointing how difficult it is to get a response to simple queries.

I strongly advise others to avoid using Remserv for salary packaging and to consider alternative providers. My experience with Remserv’s so-called customer service has been extremely disappointing. When I requested to be transferred to the complaints resolution team, my request was refused outright. Thank you to [Name Removed] for demonstrating… Read more

exactly how ineffective the customer service process is.

I then spoke with a supervisor, who identified herself as [Name Removed] (although I am fairly certain she also referred to herself as [Name Removed]). She informed me that there is no direct contact number for the complaints team and refused to transfer my call when formally requested. Instead, I was told that I must submit my complaint via email and wait 1–2 days for a response.

This directly contradicts the information published on Remserv’s website, which clearly states that complaints can be submitted by phone or email. In practice, however, customers appear to have no option but email, which conveniently delays any real resolution.

Remserv seems to be forgetting one very important point: this is my money, not yours.

For Queensland Government employees who may not be aware: you are able to change salary packaging providers. If you are considering doing so, you may wish to look into transitioning to Smart Salary.

For anyone seeking to make the switch, the transition form for the next available changeover date (01/11/2026) can be completed here: https://qld.smartsalary.com.au/switch

Please note that the Queensland Government has not yet confirmed the exact cut-off date, but it is expected to be mid-September, so submitting the form anytime before then should ensure the transition is processed for the November start date.

Due to the handling of this matter, I will also be escalating my concerns to the Australian Financial Complaints Authority (AFCA), the Australian Prudential Regulation Authority (APRA), and McMillan Shakespeare Limited.

I would hope that leadership within the organisation — particularly individuals such as Antonia Albanese, who promotes a strong commitment to business transformation, strategic growth, and customer experience — might take these concerns seriously. Based on my experience, Remserv is currently falling well short of those standards.

Finally, Remserv, please do not respond to this review with the same generic reply that appears under so many other negative reviews. Your “resolution team” already has my details and advised they would contact me within 1–2 days. I am currently waiting for that call… perhaps.

Don't waste your money and time. customer support is horrendous. Ive asked multiple times for help as I've never salary sacrificed before and i’m not sure what can and cant be claimed. The ‘help’ i received was ‘you just claim it on the app’. Ive put in 3 requests to cancel my account and it’s still not been done. Over $700 taken out of my pay and Ive only successfully been able to claim $62. Dont bother, theyre so unbelievably unhelpful.

DO NOT RECOMMEND If I could give -5 stars I would. After 2.5 years I constantly being asked for more money. I've only made 2 claims. They great to start with but the longer you have your lease the worse it gets. Looking to renovate. Can't deal with this anymore. Absolute garbage company

Awful. They will keep your money- even when you cancel! They make excuses for delays and errors! I wonder how much interest they are earning- holding on to people’s money!

I've had my lease for 2.5 years. Throughout my life, I have been told that I'm great with budgeting and understanding finance. In regards to my novated lease agreement, there is money put aside for registration, fuel etc. Though what was signed for, does not add up each FN, for what I'm given each F/N. My available balance is less than what I'm… Read more

entitled to. I've spent the last two years asking Remserv to make it transparent regarding my available budget for each FN. The situation I have been put in financially does not add up to what I signed. I signed for $525/FN. Instead, I'm paying $575 F/N. My circumstances half way through a 5 year lease agreement has now changed. I need to get a bus to work because my expenditure doesn't match what I signed. I'm uncertain what happens with other leasing companies but something is totally wrong with this picture.

Don’t trust these thieves. they have been collecting fees from me for years for a product they weren’t supplying, they also took over $2000 of my money for salary packaging a phone over 2 years ago and due to what they described to me as “a very insignificant typo” on the paperwork they never gave me my money back. Since finding out they’ve been… Read more

holding my money for over 2 years (and continuing to pay fees for what they’re not doing for me) they tell me i need to sign up to another salary packaging option to get my money back that was salary packed at the time they took it from me. stay away from the scammers, they’re not worth the hassle they cause.

Dreadful. They have taken 2 extra lots of payments, I had confirmed prior to changing where my deductions were coming from yet they have continued to take extra payments . DO NOT RECOMMEND.

Update: Very happy for the first initial conversation 9 months later I contacted the dealership and KIA advised they probably won’t build my car and I’ve wasted my time. Josh B never reached out to give me updates since June 2025, I was always the one who contacted him to get any update and he always replied saying the dealership already contacted… Read more

him, a month ago, two weeks ago, yesterday, he always said he’ll be there to help but he wasn’t. 5 star turned in 2, no car and have to do it all myself… again.

Old review: Josh B. Was my consultant he was extremely helpful, enthusiastic and also carried himself in a chill manner. He was wasn’t overbearing with contact however I was always kept in the loop, he never felt pushy and never pressed me for an answer on the spot. I won’t have my NEW car for a few months however I’m happy to wait because of my experience with Josh

Would not recommend Remserv. Painfully slow processing changes, for example changing your contribution amount for superannuation, it will be weeks or months before you see the change reflected in your pay. Not looking forward to the end of my novated lease, everyone at my work who has had a novated lease through Remserv advised that they keep… Read more

taking payments well after the lease is finalised, even when you are fully paid up, and can take up to 90 days for them to stop doing this. Won't ever do a lease again after this one is finalised.

Not only did they stop my mortgage reimbursements without notification some months ago, they keep moving the goalposts. They refuse to accept statements WITH my address on it and now they are not accepting the application form to restart it. The form that THEY sent out was an "older" one and won't do apparently. Absolute disgrace of a company… Read more

through their own incompetence and lack of communication and I will be referring on to AFCA. As for novated lease - go elsewhere - their interest rates are sky high.

Addendum: They have now just maxed out my salary sacrifice entitlement for the year (December 2025) because they cannot reconcile that the EV that I novate is FBT exempt.

Absolutely useless and you wouldn't feed them – The worst mob to deal with. Seem to have a problem understanding clear English. They failed to make my 1st lease payment to the finance company. Gave me some rubbish about funds being absorbed into some other area. Changed my payments without discussing the matter with me. There banking side are completely useless. Their Audit team are an… Read more

incompetent bunch of muppets. Then i get an Debt recovery notice 5 months into a 5 year lease and had to make an out of pocket payment of $2230 which these clowns still have not acknowledged. I only gave them one star as it would not let me give them zero.

Sophia = Ah-mazing customer service! – This rating is exclusively for Sophia, the RemServ customer service officer I just spoke to at length, who not only helped me with the specific issues I wanted rectified, but also clarified other issues I hesitated to make contact about because of prior stressful (read: downright traumatic) experiences with other RemServ representatives. Note: These five stars are for Sophia, not RemServ. Show reply

Honestly Impressed – My first time Novated Leasing and I am genuinely amazed at the simplicity of the process, from my Specialist Hamish to my Coordinator Aman. I am very grateful for how quick, easy and understandable this has been. Thank You. Show reply

Good service over-all and excellent service from the particular Leasing Consultant! – The online application functionality and structure of information have room for improvement (e.g. clarity of information presented/structured). Mobile application seem alright, but can't comment in detail as I have just begun using it. All in all, RemServ's service was good but I want to give the rep I was dealing with (Nitesh K.) a commendation… Read more ·  1

for his excellent support and guidance through the whole process. From initially going through vehicle options (petrol, hybrid, PHEV, EV) and implications to my novated lease (estimated tax savings), Nitesh was very professional, patient, and helpful. I also checked this site previously and saw Nitesh being mentioned positively and can now confirm and add to his positive reviews. With RemServ and Nitesh's support, I had a great start to my first EV (Tesla Model 3 Highland).

Happy customer – From the beginning Nitesh was very helpful and explained how the leasing process worked from start to finish as it was my first time using this service. He was very knowledgeable and willing to accommodate my requests and very prompt with calls and emails. Made it very easy for me, he had the patience to find the right car and make comparisons… Read more ·  1

taking the stress out of it all. Very happy with the whole process. Picked up my car from the closest dealership for convenience.

Won't lease again. Thieves – Signed a 4 year lease. Payed out the balloon 1 week before the lease end date. Remserv continued to take money from my fortnightly pay for 3 fortnightly cycles. 4th fortnightly cycle they returned $386 to my payroll to be tax however held $1000 for up to 60 extra days. What about the other $193. I signed a 4 year lease and I didn't fault. Why… Read more

do Remsev continue to STEAL money for not only me but all there customers. I can't wait to be finished with them.

Terrible Customer Service – Terrible customer service. I contacted them two days in a row via phone call at 8am as soon as they opened and was told that 20 people are currently waiting. I waited for an hour both days and still 20 people are still waiting. Really disappointed with Remserv. Ps: I know someone from the resolution team is gonna try to reply to this and suggest to give them my details when they will do absolutely nothing about it.