Totally professional and seamless service
The customer service with Smartlease has always been 1st rate with everything done in a timely manner and always able to address or answer any concerns with minimal fuss. The online website is easy to navigate and find all the relevant information.
Whilst the phone representatives are friendly over the phone, the service has been terrible. First, the representative forgot to process the application. Second, the representative didn't explain any of the extras but just processed them. Third, the representative entered my address incorrectly, which meant there were delays in the fuel cards being delivered. I hope my experience was just a one-off, but it has been slightly annoying, therefore, I write this review.
Very helpful staff and flexible
Smartleasing offers a comprehensive no-fuss service for the purchase and salary packaging of my new car. While the products offered are not the most cost-effective options on the market with, high-interest rate from St George Bank and higher insurance from Vero, Smartleasing does allow for flexibility for me to source my own. The staff are very helpful and always clear and patient when answering questions.
It's been a great experience so far
Smartleasing have been wonderful with their customer service. The only reason why I didn't give them 5 stars is because they need to be a bit more transparent with their additional costs such as lease protection insurance and other similar costs.
I have held a novated lease with Smartleasing for three years now. From the initial application until now I haven't had any issues with the company and any queries I've had with the policy have been answered by friendly staff. I chose to obtain my own insurance and roadside assist (better value for money) and this was easily accommodated.
Very happy with fast efficient, very friendly and professional service
Always ready to help find best possible solution with very helpful staff.
Everything fully explained and all costs clearly presented and the whole process was a breeze
Poor communication and sheer incompetence
I just wanted to share my rather stressful experience I've had with Smartleasing. Sorry for the following long post.
The application process was easy enough and the staff member I dealt with was very helpful throughout this. I collected my car on 20th of Jan this year. The issues started when it was brought to my attention in May that the account was $2100 in arrears. It was at this time that it became clear that no payments had been made towards the lease until April 3rd. Whilst I should have checked, I trusted Smartleasing to manage this co...rrectly and alert me to issues. They wanted the account to be brought back to credit over the next 6 pays. I explained due to my partner not working at the time due to covid19 that this wasn't feasible but I offered to reconcile this over 12 payments. This offer was refused and they said it was best to terminate the lease and take over the finance. This suited me fine. Upon contacting St George earlier this month I was horrified to learn that Smartleasing had made no payments on the car at all, even though they had taken deductions since April. This was in no way communicated to me by Smartleasing or St George. I'm currently applying for a home loan and this caused me great anxiety and stress. St George advised me this wasn't a first and were very understanding. I advised Smartleasing on the 5th of June to terminate the lease on the 12th. I also had a discussion on the phone where I was advised they would take one more deduction due to not meeting the deadline in time to cancel it before my next pay. This meant paying double the amount of car related expenses which was tough, but I understood it was unavoidable. All fuel cards and insurance etc. was cancelled on the 12th. I got my next pay on the 24th and was furious to see that I had deductions taken out of it by Smartleasing. Over many hours of phone calls, it was determined that Advantage salary sacrificing hadn't been notified of the lease being terminated by Smartleasing in time to stop the payments. Advantage advised me they needed to know by the 16th to stop it in time for the 24th. Nobody that I've spoken to at Smartleasing have explained why this wasn't done.
My enquiry was well handled and everything reported through their system which keeps you informed about the process. All documents have been provided electronically easing the process to fill and sign the forms. They take care about everything for you.
Excellent customer service
My inquiry was handled quickly and directly. Thank you for your great service over the years. I didn't experience any hidden costs. I was satisfied with my leasing arrangements, over my two leases.
Slow and poor to non existent customer service
Sent an email enquiring about a novated lease with a contact number and email, didn't hear back for over a week and then get an email stating someone will contact me in 3 business day's... No contact for another week. Get txt msg today saying they could not contact me no missed calls at all and call them back and the number is blank. Msg signed off with three different names and clearly a proforma not filled in. If they can't get simple initial contact right not a chance in going further.
Smart leasing made it sooooooo easy.
From the moment I enquired about salary sacrificing a car smart leasing made it so easy. Initially i thought it was going to be a tedious task but smart leasing made it so easy.
Love the car.
Smart salary has been very helpful. It is great that you can pretty much choose any car you want. I've been really happy with our Subaru Outback. It's a good deal with fuel and running costs included.
My consultant was clam, relaxed and very easy to speak with. He eased my anxiety regarding refinancing/releasing and offered me a number of options, when it becomes time to do so. He spoke honestly about the benefits of programs run by the company and where I could view further information. My consultant was very patient and extremely knowledgeable. I have been very satisfied with the quality of the service I have received.
I spoke to a customer service officer requesting an estimate of ceasing my lease early, he was polite and knowledgeable. I have had no unexpected extra cost of issues but I am interested to know why this company only has the Big (Shell, BP & Caltex) fuel company cards and no independent fuel company cards? On frequent occasions the fuel cost at an Independent is between 10-20c cheaper than the big fuel companies. I can not fault my satisfaction with Smartleasing.
New to this!!
Firstly I would have to commend the incredibly friendly and helpful staff, they are very knowledgeable and guided me through everything smoothly. Being very new to all this and initially very hesitant, I was reassured time and time again, how easy it would be once I got used to the process and how it all works and so far everything has run smoothly and I am already saving money, which was the whole point of this to start with, so it’s a win for me. I would 100% tell all my friends to jump on this, the only downside, is I wish I had done it sooner.
Questions & Answers
Can you please advise how long the current settlement time is. I signed an agreement with a delivery date of 31/3/20 and am still waiting, apparently on the bank.
No replies from my Settlement Manager since 1/4/20 and am currently ringing the Customer Service line everyday receiving the same answer, "we're waiting on the bank." No one can answer if my Settlement Manager is even chasing the lender up or at what stage of process it is at. Furthermore, the dealership is also ringing your company every second day regarding the extended delay.
I understand the unique environment currently, hence my patience, however surely you could at least give an estimate delivery date - this delay is costing me hugely as I'm requiring a hire car in the meantime for work.
Escalating to Fair Trading will be my next stop.
Thank you for your message and we sincerely apologise for the delay. Unfortunately due to business shutdown over COVID-19, our financier has limited capacity to process the settlements. However, we are working with the bank to resolve all the backlog as soon as possible.
We have sent you a private message, if you could please kindly send through your account details and we can investigate your settlement further.
Thank you kindly.
Has anyone found their lease package included 6 extra insurance products and services that were not fully disclosed? You would discover that the principal finance amount is around $6-7k more than the actual cost of the car. The principal financed amount is found deep in page 3 of the Lease Quote within the Terms and Conditions, and you may find it is more than you recall the car costing. If so, I'd be interested to hear about your experience. I have realised it has happened to our two current leases, 1 and 2 years old, but if you call now for a quote now (post Royal Commission?) that the same products are disclosed.
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