Smart

I want to take this opportunity to thank Bhanu for her support today. Her friendliness, helpfulness, kindness and knowledge stood out for me during my call with her. Great customer service. Thank you again Bhanu.

Please avoid Smartleasing/Smartsalary at all costs if you can. My novated lease and dealings with Smartleasing has been nothing but trouble and been compounded by total mismanagement of the funds. Unfortunately, because I still had existing funds with them from a previous lease I chose to stay with them and not move to Remserv. What a mistake. … Read more

The funds are managed by two arms of the business - the lease with Smartleasing and the salary deductions with Smart Salary. One of my leases ended and I bought out the car, paying the residual. However, Smartsalary continued to request money from my employer out of my post-tax wages. When I identified this they said that it was not their responsibility and told me it was nothing to do with them and to contact the other (i.e. Samartsalary said this is related to a lease so is Smartleasing's responsibility; then Smartleasing said because the money is related to salary deductions it is Smartsalary's fault and I need to contact them. This became so bad that I had to address all correspondence to both and wait for someone to contact me. I took months and hours of my time to get the money finally returned to me.

Then with my new lease, which is taken entirely from pre-tax funds, they put the money into the wrong account. Only when I was finalising the return of the money from the old lease did they say that my new lease account was almost out of money. I said that was impossible as I had been paying into that account $4000 since the start, had only withdrawn $69 and so the rest should have been more than sufficient to cover the lease costs and fees. I discovered (not them!) that they had been the money into the wrong account and so it was not being used to cover my lease.

When I asked them to make sure that the money transferred to the correct account was pre-tax so that the money returned to me would be the post-tax, as had been incorrectly deducted from my pay, they said that they have no idea about how much money is post-tax and what is pre-tax. They withdraw money in different ways from my pay but cannot track where that money ends up or which is used to cover expenses from the account. They also created two additional accounts that contained money related to my vehicles that have a balance but cannot be used to pay for anything and have refused to repay it. I requested repayment in June and was assured that the pre-tax would be paid to my employer within two pay cycles and the post-tax portion paid directly to me. However, this evening four months after this request and after I have contacted them three times they are again asking if I want the money returned to me. Why it has taken four months for them to start to process this is unfathomable and they fail to provide any information about how they made any calculations.

This company is given responsibility as one of two companies to service government employees, including teachers like myself, and yet cannot manage the money and their employees cannot provide accurate and reliable answers when asked questions. I will be taking this to the AFCA, and have requested calculations as while they state in my account over $9000 was from post-tax money but now claim this is all pre-tax.

If you have the choice, please choose a different provider but definitely track all of your accounts as they are not able to do it. This has been the most dreadful experience and I regret ever choosing them.

Thank you for your assistance and support. Ajita was excellent, and I really appreciate the patience and the time you took to explain everything clearly. Your help made the process much easier for me. Thank you again for your outstanding service!

Ive been novate leasing with Smart for quite a long time now (through two different employers). Always happy with their service etc.

Staff are always attentive, however the overall experience with Smartleasing has been exhausting.

My experience has been excellent from start to finish (well, almost finish - I'm picking up my new car this afternoon). All correspondence has been answered quickly and my account manager has been very helpful be it via email or on the phone. I have no complaints whatsoever.

I started using a novated car leasing service for my new EV car in July. My new car has been ordered and is being built, and it hasn't been delivered to the dealer yet; it is expected to arrive on 27/10, and it will proceed with NSW registration on 30/10. However, your settlement team has created Vero Comprehensive Insurance and started the… Read more

insurance at 4 pm on 22/10.

My newly leased car has not been delivered and registered. I do not know how this insurance covered my new car without my new NSW registration number, but I need to start paying for it on 22/10.

I asked these questions by email, but I received no response. It looks like your settlement team only wants to close their work in their own illogical way and also forgot the Client-Service principle.

I called your customer support line to complain about it and was redirected to Rittika.

Rittika was very helpful and explained that I can cancel it from your portal website. She guided me on how to do it; I can set the date to 22/10, and she advised that Vero's insurance will not be claimed within the first 3 months if canceled within that period.

I will purchase the new insurance policy myself on 30/10 with the correct information and update it myself in the portal.

During our 15-minute conversation, Rittika was professional and willing to listen to where the problem was caused and how to resolve it.

Rittika is a valuable asset to your company, and I recommend guiding your settlement team to make improvements in the future.

I would like to sincerely thank Paula for the exceptional customer service she provided while helping me resolve a particularly complicated salary packaging issue. From the very beginning, Paula was patient, knowledgeable, and incredibly thorough. What could have been a stressful and confusing process was made so much easier because of her… Read more

professionalism and commitment to finding the right solution. She took the time to listen, clearly explain each step, and ensured I fully understood my options throughout the process.

What impressed me most was her persistence and dedication. Rather than simply providing a quick answer, Paula genuinely took ownership of the issue and worked through the complexities until everything was resolved. Her communication was excellent, keeping me informed and reassured every step of the way.

Outstanding customer service is becoming increasingly rare, and Paula is a perfect example of how it should be done. She went above and beyond my expectations, and I am extremely grateful for her assistance. Thank you, Paula, for your expertise, professionalism, and genuine care.

LS:DR I super do not recommend, bad experience alround - and didn't even get the sign up bonus as promised! The only reason I signed up with them and not my previous company was because my boss said we'd both receive a sign up bonus gift card so why not? So much regret! Starting in November : The only reliable communication was to put the… Read more

pressure on, the paperwork was incorrect so many times but thank you to that thirdparty that caught they were going to send me an electric charger for a car that is only petrol. The car yard chosen was 800km away, when I objected and said I could use any of the 3 nearby (I live 20 minutes from a city centre) I'll visit 1 on Monday but no sign sign sign and receive an additional gift card, stupid me, fine I said just use xx nearest me, paperwork sent back again - I couldn't work out where it specified so signed it, but no, it was still at that original dealer - $600 to have it transported to me when I had 1 I could almost walk to and for 1k more than my local dealers - after all that got the car in January

Excellent service provided by Ajita. She was very professional, friendly and efficient throughout. Ajita was very helpful, responsive and ensured everything went smoothly. I truly appreciate her attention to detail and commitment to customer satisfaction. All my queries were answered. Thank you

I was recently assisted and advised by a staff member named Bhanu who was not only helpful with addressing the issues raised but also very thoughtful in her approach.

Ajita was very helpful, sorted my problem out quickly and efficiently. I was very pleased with her assistance and how pleasantly and easily she assisted. Thank you.

I was supposed to receive a $250 e-gift card but ended up receiving only a $50 e-gift card instead. I filed a complaint to investigate. Sadly I felt as though the employee investigating this complaint was more focused on defending Smartleasing’s position rather than properly considering the circumstances surrounding the representations made to me… Read more

and its influence on my decision to proceed with the Novated Lease. I would not recommend this company to anyone as I believe them to be very untrustworthy. At the same time, should anyone feel that the company is engaging in misleading practices, I would recommend that they contact Fair Trading, ACCC and pursue other legal avenues. But to save you all this hassle, I would highly recommend avoiding Smartleasing at all costs instead.

Putting thru e-claims is so hard, there’s always a glitch so it takes forever! You need to submit it a few times, whether it’s thru your phone or laptop, which is so frustrating, time consuming, and a waste of my valuable time!

I have been leasing with Smart Salary for over 2 years now with 3 years left to go on my contract. I contacted Smart Salary to confirm that I could continue my lease with them with my new employer. After they sent me the paperwork and hearing nothing for 2 weeks since I sent these through, I decided to call them only for them to tell me that my… Read more

new employer was not in their system (mind you, why would you say that I could change my employment details and maintain my lease but not check that the new employer was actually ready to go in the system?). I was only told about this on my last day on the job so I had no time to actually make other arrangements.

Now in my new job and trying to make something happen they simply told me they were closing my account. My car is no longer insured because of your mistake leaving me liable for any issues until I can fix this. Then I get told over the phone that the entire balance I had in my account was getting paid back to my old employer so they could tax me - why not suggest negotiating with my new provider to see if the funds could be transferred? The whole point of this arrangement is to reduce my taxable income. To top it, they said the process would take around 6 weeks. That’s 6 weeks where I won’t have a way to use money I’ve already paid to pay for petrol, insurance, road side assistance, NOTHING.

Meanwhile if I had been told from the beginning that they couldn’t continue being my provider I could have set up my new account so the timeframe was much shorter. Absolutely ridiculous customer service experience.

Now I’m having to do a lot of extra work and tighten myself financially to make ends meet while I can sort out what is going on with my lease. From the standard that made me sign up with Smart Salary to this ridiculous excuse of a customer service experience, I hope someone understands that what they do affects someone else’s livelihood - otherwise what’s the point of even getting a quote from you?

I spoke with Tahmina today who was very helpful in resolving my current issues. I have had to make 3 prior phone calls and still issues remained. Tahmina was able to explain what the issues were and what I needed to do to resolve it. I felt she was very knowledgeable and helpful.

A outstanding phone call and cannot thank her enough, she took her time with me and ensured she explained everything to me to ensure i understood and really worked with me, i was so thankful and impressed!!

Ajita was exceptional with her customer service. She was friendly and knowledge answering all my questions without hesitation! Great product knowledge and the ability to assist with me navigating online at the same time! Fingers crossed she picks up my call next time again!

I’m very pleased with the service provided by Mr. Vinh. I highly recommend Mr. Vinh for his outstanding service and professionalism. He explained the leasing process clearly, provided excellent advice, and made everything simple and stress-free. The processing was incredibly fast and efficient, exceeding my expectations. I am extremely happy and satisfied with the entire experience.

I'm very happy to provide a positive review for Smart Leasing and Aidan (our appointed Representative). During the process Aidan provided clear and accurate information which enabled our final decision. His positive outlook and confident salesmanship gave me great confidence to pass on Smart leasing's details to some of my friends. I'm confident they will get the same personal attention and positive outcome. Thanks again Aidan (Smart Leasing)

I had an excellent customer experience with Jodie, who assisted me today. She was patient and did not hurry as we navigated through the web forms and ensured that the request was resolved

Kate was very accommodating and had excellent customer services skills. It felt like my requests were her top priority and she got things done to a standard much higher than I ever expected.

I’m so grateful for Dave and Leila‘s help. They took care of my issue and got it sorted out for me. Thank you so much for your patience and great service. I would happily recommend them.

The person in customer support service in Smart was brilliant. He was patient, polite and very helpful. I had to wait 35minutes on the phone to speak with anyone and as a result, was feeling frustrated and annoyed. When I was eventually connected with this guy I actually felt that the wait was worth it!