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Reimbursement
Way better novated leasing companies out there. Smart Salary make you build up an allowance before ever reimbursing you. The point of leasing is to be reimbursed as you are paying the lease and the costs that go with it. I have claimed for things months ago and still haven’t seen the reimbursement. Have complained with a poor response.
- Incentivised Review No
- 2 reviews
Pay less tax!
The best part was the reduction on the amount of tax I paid by using this service. I have just finished my first 5 year lease and have applied for a second round (with new car). It was always easy to use my account and make claims but on the negative side, nobody in my local area (rural NW Tas) would use them because they were so slow to pay so I had to pay upfront and claim costs back. I also sent through my registration details to be paid automatically (or so I thought) only to find that I was driving unregistered because it hadn't been done ...
Read more2 years running so I just did it myself after that. I had $8k accumulated at the end of the lease (with half paid in tax on refund) but at least there was a buffer for the $6500 residual payment, although I had to pay that upfront as it took 5 weeks to get the refund through. The consultants were always helpful when I contacted the company.- Transparency
- Customer Service
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Just go somewhere else
Started an account with smart salary and was not informed that once you reach your cap, they will continue taking money out of your pay and keep it in there account, which can only benefit them as they continue charging you fees for this! It makes no sense to continue taking money from someone's pay, to do absolutely nothing with it! People don't have thousands deducted for fun, they actually need the money they work for. Stop deducting once people reach their cap! I called and cancelled my account due to this insanity, called back 2 weeks late...
Read morer and my account was never closed. The person I spoke to to close my account and refund all my money, told me 2-3 days to process my money back to my Employer. I waited 2 weeks, only to be told it will take 2-4 WEEKS! Your employees give out incorrect information, and instead of correcting the issue, the response is "that's all we can do" why do you have to do the bare minimum? Why can't you acknowledge the mistake and fix it immediately. I am having to wait almost 5 weeks for my own money that smart salary refuse to return to my Employer. Waste of time, do yourself a favour, and use a different company!- Transparency
- Customer Service
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I've done this 3 times now with the exact same outcome. Asking for my details is not going to give me my money back. Fix the issues with your company! I spoke with Alex who is a "senior" who did absol...
Read moreutely nothing but tell me, unfortunately we can not process this for another fortnight, after I was told 2-3 days! I shouldn't have to wait 5 weeks for my own money, when your employees are giving out incorrect information. Absolutely the worst customer service I've ever had to deal with.- 2 reviews
Choose another company for a lease
I’d recommend choosing another company for a car lease. Smart salary incorrectly billed me for a period of time when I changed employer and then wrote my car off after the Canberra hailstorms as it was one month outside the date for a new car. They have periodically called me every 12 months seeking funds for an ‘overdrawn’ account although when they wrote off the car and shut down my account I was assured it was all finalised and even refunded some money. They are hard to get through to and overall very inflexible.
- Incentivised Review No
Dear Kate M
Thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB a...
Read morend address, we would be more than happy to review this for you.Find out how Smartsalary compares to other Novated Leasing / Salary Packaging Services
Know better, choose better.
Smart Salary
Phoned them with a query and they helped me a lot
- Incentivised Review No
Thank you for your feedback, we appreciate it.
Happy customer
Very satisfied with the service 110% ,already recommended to friends
- Incentivised Review No
Thank you Rata, we appreciate your feedback.
A disastrous 7 months
On 14 December 2021 I signed a contract with Mercedes Benz Western Australia to purchase a EQA250. ( I was advised by the dealer that the estimated delivery date would be May/June 2022).
On 15 December 2021 I sent a Smart Salary staff member Nick an email with the copy of the contract. I did not receive any response to this email.
On 28 January 2022 I sent a reminder email. Again.. No response.
During FEB & March 2022 I made several calls enquiring about the progress of the finance/lease docs. I was told not to worry as we were a few months ...
- Transparency
- Customer Service
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Hello. Thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB and addr...
Read moreess, we would be more than happy to review this for you. Kind Regards, The Smartsalary Team.Related Articles
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- 4 reviews
Terrible service
I have encountered issues with my salary packaging card in the past where it sometimes declines despite having sufficient funds. Ringing customer service is an ordeal as there is an extensive list of prompts and I have often been cut off the line which is very frustrating. When I call I am always waiting a very long time and they will tell you an estimated wait time on the line that actually ends up being triple the time.
Most times when I have to contact smartsalary about an issue I have to keep following up with them as they dont follow thr...
- Transparency
- Customer Service
- Incentivised Review No
Dear Emily
Thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB an...
Read mored address, we would be more than happy to review this for you. Your review has also been passed on to our Customer Advocate. If you are open to it, he would like to contact you directly to understand your experience as this will help us improve the service we provide.Still waiting
Communication is poor and processing times are abysmal. Entered into a novated lease agreement for a car which I picked up at the beginning of June. Still waiting on fuel cards and everything else to be rolled into the one payment. All my costs are still coming out post-tax. Have contacted them seeking clarification on what the status of my account is, but long wait times and non-responses to emails makes this difficult.
- Transparency
- Customer Service
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Dear Anders
Thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB ...
Read moreand address, we would be more than happy to review this for you.Find out how Smartsalary compares to other Novated Leasing / Salary Packaging Services
Know better, choose better.
- 2 reviews
My enquires were handled promptly and professionally
My desired outcome was achieved without any difficulty due to the diligence of the attending staff
I may have to change arrangements at a later date, I feel confident that this will be achieved similarly
- Customer Service
- Application Process
- Incentivised Review No
- 2 reviews
Highly restricted. Outrageous fees. Poor service.
Cant pay at post office. No billpay. No recurring payments.And Its my money!!! Yearly and monthly fees. Extensive wait times for support. Wish our employer would go back to bendigo.
- Transparency
- Customer Service
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Dear Matt P, thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB an...
Read mored address, we would be more than happy to review this for you.Great support for any issues with Superannuation deductions
I have been with Smartsalary for many years and any superannuation issues have been sorted out very efficiently and effectively. The staff involved have been very courteous, knowledgeable and helpful.
- Transparency
- Customer Service
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Hi Peter. Thank you for your feedback, we appreciate it. We will pass it on to the team involved.
Find out how Smartsalary compares to other Novated Leasing / Salary Packaging Services
Know better, choose better.
- 2 reviews
- 1 like
Poor communication and customer service
I initially applied for an account in April and despite multiple emails (with no replies), online enquires (with no replies) and phone calls including being hung up on after being placed on hold and calling back to have the phone ring for upwards of 90 mins, I now have been told they’ve been trying to deduct pay from the wrong employer in another state. The only solution they could provide was make me go through the set up again and face another months delay in getting salary packaging set up.
Overall 4 months to set up what should have been a simple process. Use alternate providers if they’re available to you.
- Transparency
- Customer Service
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Dear Laura,
Thank you for taking the time to provide your feedback and we are so sorry to hear about your experience. If you would like to send through a private message with your account details, we would be more than happy to review this further....
Read more Kind Regards, The Smartsalary Team.Slow transaction
Transaction time from employer payday to being able to have funds available on the everyday card is ridiculous. Takes upwards of three days to have funds loaded. I have used many SP organisations over the years and this one is the worst. For the sake of you employees I would not recommend any employer to use them.
- Transparency
- Customer Service
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Dear Tayjay. Thank you for your feedback. We will share your card experience with people in the business to improve our customer experience. If you would like us to take a close look at your account t...
Read moreo understand your situation please send through a private message with your account number, DOB and address. We would be more than happy to review this for you. Kind Regards, The Smartsalary Team.- 3 reviews
- 1 like
Worst salary packaging service I have experienced
I have been salary packaging for many years and smart salary are the fourth company I have been involved with. If you need assistance and have to call the wait times over the phone are outrageous over an hour most calls, they rarely respond to emails. When I left my employer I have almost $3000 left I’m my account and after 3 months I am still waiting for the money to be refunded and every time I call I get a different response/excuse but money still never refunded. My advice is it’s not worth the small savings you make by packaging with them …avoid
- Transparency
- Customer Service
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Hi. We are sorry for the difficulty you have had in resolving your issue. if you would kindly send through your account number, date of birth and, address we will have a manager look into it for you. Thank you for the feedback.
Questions & Answers
Hi if I take out a Novated lease, can I choose to keep my own comprehensive insurer, thereby lowering my fortnightly payments?
Dear Troy,
Yes, you are more than welcome to source your own comprehensive insurance. We would include the cost into your fortnightly budgets, and you would then be able to submit an online reimbursement claim to receive a tax benefit. ...
Read more Please let me know if you have any other questions. Kind Regards, The Smartsalary Team.Hi, as you didn't reply to my email I'll ask here.
Why is it that when there is a small increase to the cost of car insurance of a few dollars you lot quietly DOUBLE your administration fee on top?
Hi there,
I am so sorry you haven't received a response to your email. If you would like to provide me your account number, DOB and address, I can organise for our customer service team to contact y...
Read moreou regarding your vehicle insurance and administration fees.Why don't you explain it here or just reply to my email? Are you hoping to justify a non-response by saying that I didn't provide my account number so there wasn't anything you could do? I won't be th...
Read moree only person to have fees doubled. I'm sure other clients would be interested to know why you doubled your administration fees without doing anything extra, and also why you neglected to state this when notifying your clients of insurance premium increases.I am about to source quotes from Smart Salary, Fleetcare and NLC to lease a vehicle (the only lease companies my employer allows currently). Please tell me why I should choose Smart Salary over the others. Also, what is Smart Salary's interest rate pls. Regards and thanks, Angela
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Hi. Thank you for taking the time to provide your feedback and we sincerely apologise for your experience. If you would like to send through a private message with your account number, DOB and address...
Read more, we would be more than happy to review this for you. Kind Regards, The Smartsalary Team.