Slapdash, evasive and on the whole a waste of time
Smartsalary staff respond quickly to enquiries, but when it comes down to the nitty gritty of quoting they are slapdash and evasive. My consultant 1. added optional products to the quote that I did not ask for, and not the one I did ask for 2. got the car colour and the accessories wrong 3. could not explain the high interest rates they charge in a low interest rate environment (and no, just saying it's a novated lease is not an explanation), but dropped them more than a percentage point when confronted 4. failed to respond to tricky questions ...unless asked several times. I have had novated leases for over 15 years, including with Smartsalary and this was the worst experience yet at getting one set up. Then after the lease quotes were accepted and we committed, the terms changed again. We went through this whole process for what might be a $1000 tax benefit at best. Honestly not worth it.
I was leaving the job because of covid and my company paid 26$ (my used 1hr annual leave) to smart salary. However, despite of phone call and request to waive my fees as i was their customer for a period, they didn't. I am surprised how they make money charging $$ on a small amount that was asked to refund..
Of i could give 0 I would
This is the worst experience ive had. They repeatedly lost my paperwork. Impossible to get in touch with. Took 4+ months to set the thing up. Then they stuffed up and took half my pay, doubling what i was charged to 6K$ for alaptop. Total joke & they get paid on commission so they openly lie
Dodgy business practices
Have not been with company for several years now, however, recently, I have been constantly harassed by a debt collecting company alleging they are working for smartsalary and I allegedly owe thousands of dollars. Something I fail to understand since money was taken out of my pay and then forwarded onto my bank institute, when I changed jobs, the payments obviously ceased, so I am not sure how overpayment occurred.
I have never received any correspondence from smart salary in relation to the alleged money owing, contact from the debt collect...or was the first I have heard of the situation. I have attempted to contact smart salary numerous time both via the online contact form and attempting to call (except I get put on hold for an ridiculous length of time). and have still not received any correspondence regarding the matter from smart salary. For a company which services government employees, they have very poor customer services and extremely dodgy work practices. I am glad I changed to Remserve back in 2015 and have been with them ever since.
Obtained quote on vehicle from smart salary. Consultant advised they charge 6% of purchase price for their "brokerage fee". I asked to see a document that breaks down their fees and charges and they have been avoiding me like the plague.
Surely such practices should be brought to the attention of the appropriate regulator.
Don't do it to yourself!!!
Don't do it to yourself!!
This has been a horrible experience with lack of customer service, misleading information with negative financial impacts for myself, no accountability and the only consistent thing throughout this process... was screwing me around and refusing to take any accountability or fix the issue.
Don't waste your time and money.
Go through Remserv or someone else who is actually competent.
Very poor service
My first experience and not a good one. I was paid on the 26th May, still waiting for funds. Some payments and their admin fees have changed status from pending to paid but I still haven't received anything. The funds were garnished from my wage quick enough, I do regret signing up with smart salary, paying more tax is less effort than this. The first customer service officer was lovely the 2nd CSO was aggressive. All I wanted was assistance on where my wages and super contribution ended up and why it's taking so long.
I am very dismayed at lack of correspondence from This services I have emailed 5 times and phoned requested breakdown of costs charged with no response I was told they would get back to me on a phone call and that was in January 21 . I am no longer a customer yet I still get this for review . Unhappy
Worst service ever.
Worked well when I initiated the service and then I changed jobs 4 months later still trying to sort it out and got dumped literally by smart leasing service. All cards and services immediately ceased and left with no advice on how to proceed.
Honestly I would never recommend this to anyone
Complete waste of money
I signed up with Smart Salary in 2019 after having a loan with St George Finance for my Mazda CX-3 since 2017. In 2019 my car loan was ~$20,000 after putting down a 5k deposit. When I went across to Smart Salary they extended my loan for 2 years and also applied a pay-out figure of $6000 to the vehicle. At the time I owed $15,000 to St George for my remaining car loan. SmartSalary were still paying St George Finance directly for my car during this 3 year period I was with SmartSalary. This year I had to leave SmartSalary due to changing workpla...ces (I work in a hospital and at times on secondment SmartSalary did not cover the seconded hospitals so I was a bit frustrated continually changing my details for payment). Yesterday I was told by St George Finance I still owed $16,000 despite having made regular monthly payments for 5 years because of the changes implemented by Smart Salary. I confirmed these changes with Smart Salary today who had nothing to say but "we apologise for the contract you were told to believe was good by our representative at the time". I signed the contract stupidly at a young age thinking it was in my best interests without reading the fine print (never again). I have worked out the costs and in total I will have paid an addition $10,242 for my 3 years with Smart Salary. Please don't use Smart Salary, complete waste of money. I have such distrust in their company now and will never use them again.
Hopeless and endless hassles
Hassles over small and big things
Getting pin or cards sorted - no response for ages
Really poor communication
Sent an email saying they were (nearly) doubling my payment/docking my pay without consultation
Delayed responses to emails/ phone calls - being sent generic online 'forms' to fill out
No resolution to problems
Left owing money and didn't know until the bank called
Referred the matter to the Ombudsmen in the end
Went over to PAYABILITY - great staff and great service
Aviod at all cost!!!
I was with this company back in 2018 I left because I was unhappy with the lack of service. My understanding was the account was settled and thankfully I no longer needed to deal with them again. In November 2020 I received an invoice for some money owing on my account. No explanation, No apology not even any supporting documents. Naturally I complained and did not receive a response just a letter of demand I complained again and 1 moth later I received an email stating they believe the amount to be correct. No explanation of why it took so long.
Horrible company back then and it seems nothing has changed just look at all the poor reviews!!!
Money sent to wrong Super company
I cannot believe how many phone calls it took to correct a mistake of such importance. My SALARY SCARIFICE was sent to the wrong Super Company. If it was not that i HAVE to use smart salary as a government employee I would be looking for another company. The support people were very friendly each time I rang however the issue could not be resovled quickly nor should it have been made
Appalling customer service
Arrogant and dismissive response to complaint
not offered opportunity to escalate for review as per Customer Charter
no contact details given apart from email address
have referred to ACFA
am also looking to obtain exec contact details to escalate
Will be transferring to Remserv, and also letting QH know of appalling customer service experience with the company
I miss Maaxia. I am currently writing this review whilst being on hold for 16 min... and still on hold. The reason I am trying to call their horrific and rude customer service centre is for my smartsalary card. I have applied for it 2 x over 3 months...still no M&E card. This is not the first time I have asked them for a card. Maaxia had my package set up over the phone and had the card within a week. So after 4 phone calls with a total wait time of 1 hour I have my doubts I will receive the card. Let's see.
Questions & Answers
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
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 (email@example.com) 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
Answering my own question, as an agent just emailed me to say that they had ordered a Caltex Card for me. Good service, many thanks.
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