WOEFUL and INCOMPETENT. Avoid at all costs.
What should have been a very simple salary sacrifice arrangement has turned into a court case.
Incompetent staff, poor internal escalations, IT systems that don't work as they are supposed to - and arrogant or no responses to escalations and complaints.
Don't trust these muppets with your money! Just don't do it.
Horrible company and customer service
Ridiculous customer service, extremely incomptetent. Getting a response takes ages and even then many a times they stuff up the details. At a time when home loan rates are <2%, they refinanced me at a comparison rate of 11.8%
Disorganised, unprofessional organisation.
Unprofessional, poorly organised staff. Mixed messages from staff regarding key information. 6 weeks to attempt to set up SalarySacrifice due to inaccurate information being given by staff. There are far better salary sacrifice organisations available.
Not worth it
I took out a salary packaged vehicle for four years. Whilst I was paying $400 a year for the privilege of SmartSalary 'administering' the lease, I found it incredibly inefficient for the following reasons:
- To have SmartSalary pay the rego from my funds, they required me to provide the VIN. It is their vehicle, why do I need to provide them the VIN when I don't need to provide it when paying the rego directly?
- At the end of the lease, I had to contact the bank myself to confirm the payout figure. Why couldn't this (and the payment info) be p...
Late Payments, Terrible Customer Service, Won’t Let You Cancel - Stay Away!
I signed up because I was told by their employee, that any deducted payment is paid to you the next day. This happened once or twice, but otherwise I was left chasing up my payments, and have waited a week before. My payroll department reported repeated problems with their online platform to manage payments, and issues with hearing back to get support for those issues. Whenever I would call, I was left on hold for long periods (30-40 minutes) and was often transferred to someone else and left to wait again. When I’d had enough and cancelled, I ...tried to do so by phone, but was directed to do so in the website. I did, and the agent on the phone confirmed no more payments would be deducted from my pay... So my next pay they deducted from me again, I logged online to check the cancellation, and it had another deduction listed for my next pay again! So I phoned, waited on hold, got transferred to someone else, and then finally told the website isn’t the best way to cancel and it was still pending. He said he had cancelled and would send me a confirmation email. That email had no payments deducted for 4 pay cycles, but showed they kicked in again after that. I am trying to sort this out now, but this is where I’m at now. I’ve never experienced so much frustration and lack of customer support. Steer clear!!
Very difficult to get customer service.
I phoned to get instructions for navigating the website (27/01/21). There was no answer for 20 minutes and then I hung up. However, soon after, I rang the same number for car leasing enquirery, just to test, someone answered within 10 seconds. The company is not interested in helping current members unless you are leasing a car. Please note that I didn't leave my main email adress below.
Bad service, don't return calls or emails
Really bad to deal with. Won't return calls or emails. Received an email over 12 months after lease with them had ended where they told me that I owed an extra $450+. I paid the money but then remembered that all my costs should have been covered. Have tried to sort this out with them, but they are not responding to any form of communication. Go with Remserv if you have the chance. I switched to them and have had no issues.
Terrible both during and after
Horrid to deal with when I had my novated lease. Never got back to me. Impossible for my service providers to get through on their hotline number. Took months to finalise associate lease when I'd finally had enough. Was glad to see the back of them. And the 2 years later, just before Christmas, I get an email out of the blue saying I owe $276 and if I don't pay by the end of the month, they send my details to a debt collector. Thought it was a scam at first - no contact details on email. When I got second email on Christmas Eve, I rang t...hem. They said THEY had made a mistake in my final calculation and were now chasing the money THEY had overpaid me. After two years, I have no records, and due to a new payroll system, can't even access my old pay dockets. Not happy Jan!!! No way I'm paying this, just because they say I owe it. It's their error, they should wear it!!!
Stuffed up lease transfer
Had some issue with employment and we did the right thing as a couple and arranged immediately for full lease transfer to come out of different salary package. Note not one payment had come out of the original salary package it was meant to. They put any missed payments and insurance charges onto the new account. We asked if there was any money owing and no response. 2 years later they come chasing my partner for debt collection on the original account. We respond to that a full lease transferred was organised why is there charges sitting on th...at account. It should of been transferred with it, as they double charged the new account and upped the payments to cover this. They barely respond to emails. It is there account error, that the person in charge of the transfer paperwork either hasn't consolidated correct. We filled in the paperwork, they manage the account. this is why we get charge an admin fee everyweek/month so they manage this. Have had to raise a case with the ombudsmen as no one wants to take responsibility
AVOID this company like the plague!!
The customer service that I have received from this company is nothing short of DISGUSTING. I have been given incorrect information several times that has cost me a significant amount of money. Trying to get in touch with someone to speak to is near impossible with over 40 minutes wait when telephoning and emails not being responded to.
It began with me nearly loosing the car I put a deposit on because the sales consultant didn’t get back to me. I had to make several telephone calls and emails. The sales consultant then tried to blame the car ...
Absolute joke of a business. AVOID! AVOID! AVOID!
The customer service is absolutely nauseating.
My partner and I are trying to purchase a new vehicle through this company and the service is terrible. We had put a deposit on the vehicle and completed all the paper work last week and sent it back to Smart Salary. We waited for a reply from the salesperson with no response after calling several times he told us we would receive the cost break down and contracts “shortly”. After sending several emails to them with no response we eventually received correspondence with incorrect information and on...
Completely avoid this company
Over 18 months after I closed my account (my employer swapped to a different salary package company) I got an email saying I owe them nearly $400 dollars. This was in addition to them giving me less than three weeks notice that my pay would be $400 dollars less for the next three pays (prior to the change over date) as they supposedly hadn’t been taking enough out. They also stuffed up the payments to St George for the novated lease leaving me being chased by them for several hundred dollars. Dealing with them is nothing but stressful. Definitely avoid them, not worth the hassle!
Avoid this company
18 months after my account was closed and all finalised at zero with them paying out I received an out of the blue email X 2 (both at cob on a Friday) stating I owe money and it will be sent to a debt collector.
Logging in to the old account on line I am unable to see anywhere where this debt has come from (presumably because my account is closed).
Been on hold for over 20 minutes trying to speak with someone.
- Verified customer
Just don't do it
Staff are incompetent, takes a minimum of a week to get an email response, and even when you get a response the staff do not have satisfactory answers about what charges and money has been taken out of your account. My $11,000 car loan ended up costing $27,000 + monthly admin fees. I submitted forms in August for a refund it's now the 30th of November and it has still not been processed. Would not recommend to anyone!!
Worst company ever avoid at all cost
Incompetent staff, no clue about how to conduct business. 10 months in and I’m still waiting for my Novated Lease to transition from their former company called Selectus. Next stage is my lawyer.
The company tries to placate with apologies for their poor service but nothing ever changes
- Verified customer
Worst company out there for salary packaging
Emailed the company for my wife's salary packaging a month back. They responded on 4-Sep advising someone from sales team will contact me within 2 business days but they did not. I am not on hold for over 20 minutes with them on the call. They use [Term Removed] customer service agents and have very poorly designed website. From my wife's workplace, they were thinking of writing to the Minister of Health to investigate this company as they never had any issues with salary packaging when it was in house.
This company is to be avoided at all costs
I recently took out a novated lease through Smartsalary using Fleetplus as the car supplier. As everything was organised by Fleetplus, it went very well and there were no complaints. Then I decided to buy my mobile phone through Smartsalary and the trouble began. The took three payments off my salary and didn't process the refund. When eventually I got hold of them, they told me I was in arrears on my car novated lease and as such they couldn't refund me. I contacted Fleetplus (they said they would - guess what, they didn't) and got confirmatio...n my account was up to date. After chasing for 6 weeks, they don't even respond anymore and I'm $600 out of pocket. They really need to consider changing their name. They only have one thing to do (package salary) and they can't do that. Useless!
Objective review of using Smart Lease / Smart Salary for a car lease
I recently reviewed the option of proceeding with a novated lease but declined despite the small financial benefit. lack transparency in their business process and procedures which are not user friendly. The company fail to openly disclose their commissions and invested interests in the myriad of insurance packages they vigorously promote, many of which lack value for money and bloat your package. Their subtle manipulations in their modus operandi I deem somewhat unethical. Their organisational internal business processes are dysfunctional, al...ong with the ineptitude of their IT department to resolve computer glitches. A 2nd rate company with sub-optimal processes and leadership. The admin burden to manage the contract out ways the financial benefits. In my case - the juice is not worth the squeeze. Buyer beware. Based on my observations and experience, I would not recommend Smart Leasing for those in the market for a car lease.
Questions & Answers
I am thinking of taking leave without pay to undertake full time studies for a year. What options do I have to pay for my car? Can I pay for the whole year or buy it outright?
Hi Marie, you can discuss the arrangements directly with your financier for more information however generally you can pay monthly installments direct to the financier or payout the vehicle early. The payout figure would include all remaining lease payments and the residual value. The financier can provide a quote of the current remaining balance. The salary packaging would cease in this instance, you would be required to organise your own comprehensive insurance, fuel and other vehicle expenses. Thank you kindly
I am in the process of finalising my second lease with Smart Salary. During the first lease, I had three fuel cards, including one for Caltex. This was the card we have been using at least 95% of the time, as there is a Caltex about 1km from our house. I notice that Smart Salary is now only offering cards for BP and Shell. Is there a reason why Caltex is no longer offered. I know it is in the process of changing to Ampol and wondered if Smart Salary will offer an Ampol card once the change goes through across Australia?
Hi there, thank you for your message. We recommend BP and Shell due to the slightly cheaper transaction fees payable. These cards incur a 30 cent per transaction fee when compared to Caltex's fee of 38 cents. If you require a Caltex fuel card, please kindly contact us through private message with your account details alternatively via Facebook, email (firstname.lastname@example.org) or by phone (1300 476 278) and we can order this card for you. You may use the Caltex card at any Caltex (or Ampol) service station. Thank you kindly
I was wondering what finance company is used when leasing a vehicle and what Is the interest rate ?
Hi Chris, Smartsalary use a panel of financier's in order to source the best deal on behalf of our customers. We use a fixed interest rate that varies month to month. I would recommend contacting our team on 1300 144 873 to discuss what you are looking for and to arrange a quote. We will be able to provide more information this way. Thank you kindly
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