Smartleasing Omdömen 

I work in government, and this was the company servicing my department. I had nothing but great service from this company!!! The price of the car was also fantastic due to it being an EV, as was the interest rate and insurance. The quote was re-worked as a cheaper interest rate was available due to it being a Tesla, and a special offer was achievable through the lending company - I didn't request this, it was just done. Big thanks to Arthur for helping me throughout the process - always responded quickly and with good advice. From quote online to receiving the car, took around 2 months. The insurance was also less than I was quoted for online. Their website is easy to follow, and the price is exactly what I was quoted for. Thanks again Arthur!

The most deceptive company I have ever dealt with. Withholding details about novated lease costs and adding extras on without consent.

I had to transfer to this dreadful company five months ago when I changed jobs. I had to pay the finance company directly twice, because it took so long. Then for some reason had to pay an extra $1,000 over a period of about 8 weeks. Part of my contract is that they reimburse me for my insurance. They are still refusing to do something that is part of their contract after 5 months. Essentially, I am paying double my premium right now and Smart lease is making an extra $2,500 (?) Out of my this year because they won't fulfil their contractual obligation.
I've now contacted the media. I suggest you all do to.
The main issue here is that when you work for any organisation/ change jobs, you are told you have no choice but the leasing company they use. No competition leads to vastly increased fees (often, from what I've read, without any reason), pretty much them doing whatever they like.
You have the choice of what bank your pay goes to, where your super goes, etc. Why don't you have the choice of what leasing company you use.
If I had of known I was going to experience this much stress with this leasing company I may not have changed jobs.
I will be letting one of my directors know how stressful transfering a lease to this organisation has been, without my choice, and how this could impact on staffs decision in staying in a job that uses this leasing company.
Kg

Why are we not able to give NEGATIVE STARS!!!!

Getting involved with this company has been the WORST experience of my life.
The Sales teams will promise the world and absolutely NOT explain things in a manner that is simple and easy to understand.
The quotes they will provide you with are laid out in such a fashion that they are deceptive in nature with the big shiny numbers that are highlihted in bold print and pretty colours which are NOT representative of the actual numbers you will pay (these are hidden later in the quote)
Sales staff do not know the product, cannot explain the product and give a false sense of security all the while pushing for signatures.
Avoid this company at all costs and if your employer deals with them put in a complaint to them too.
My experience has been referred to AFCA and ACCC for further investigation and I would be utterly surprised if there is not a class action in the coming years with regard to the blatant deceptive practices of this company.

***AVOID AT ALL COSTS***

Such a disgusting service. I wish I could give it zero stars. Communication is non existent. Have chased for over a month. Was promised everything would resolved by today and guess what - still nothing resolved, no communication and now needing to work out my own insurance as they have left my car uninsured even after reassuring would be resolved today.

Awful. Slow. Never call you back. Take far to long to process a simple application. Hopeless. Was told 2-3 days, it has now been 10 weeks. Dont waste your time or give them your money

Terrible experience. Do not use this terrible company. Their rates and fees are so much higher than the alternatives and include bogus insurance policies that are inflated in cost. They bully you into thinking they are the only company you can use and this is not true. They have then just stopped getting back to us now they know we are onto them. Run far away and use a different company.

A process that normally takes one or two weeks, not so smartleasing takes months. It's been a month, yet the never-ending process is running with an UNDEFINED TIMEFRAME. Still no news on when the car is coming. A lack of competition and a monopoly business model may explain the lethargy and lack of 'sense of urgency'. If you have other options, do not hesitate to use them.
Invoice Number : Quote - 4351315 BYD seal
After two months, byd claims the vehicle has arrived but smartleasing has not settled, however smartleasing claims byd has not advised that the vehicle will arrive as scheduled - 20 February. While the blame game continues, customercare of byd is not responding to my query on when the vehicle will be delivered.

Started with the rep completely ignoring basic requests (e.g., please replace Insurance cost with my quote and remove fuel/electricity cost). MULTIPLE emails and quotes later he got it 'right', but ... just snuck in a carbon offset tax (not in any of the other 10 quotes that he completely mucked up). Was told by him and 2 different 'customer service' reps that I MUST go with their quote as they are my employer's 'sole' prover and they refused to review their quote ($60 pw more expensive than other quotes!!!) - even after I advised them I had formal written advice from my employers salary sacrifice team that I could engage a third party and Smart Leasing were the administrators of the lease.
Needless to say I did not go with them but they will be the administrators of my lease.,
This is just a very small snippet of what they put me through, but needless to say it was one of the most stressful and anxiety causing moments of my life that went on for over a month.

Start off my lease okay, but when there’s a problem or a claim they quickly respond by placing the emphasis back on you to resolve it. Having had a car break down while travelling they didn’t want to know about recovery, passing the rescue back to Vero who refused to recover the vehicle close to home, instead stranding us 300km from home. A big case of ‘it’s not our responsibility’.

Appalled with lack of customer service. I had a 5* experience previously in 2014 and was keen to use again. I had my finance approved a month ago and have had no follow up. I sourced the vehicle, quotes for accessories prior to applying and paid a deposit. Application approved and zero follow up from Smartleasing. Should be called 'unsmart leasing'. I have cancelled my application. I don't trust them to act on my behalf. Appalled and will never use again.

feel like I've been locked into three years of being fleeced. My first experience was they didn't activate finance. Then they were taking money out of my pay but not paying the loan so I had debt collectors on the phone. Took me going to my CEO to get proof from payroll that the money was being taken by smart lease as they denied it. So they were effectively stealing from me while they torched my credit rating. Now at the end of the year I'm getting hit with a few thousand fringe benefit overpayment which they have decided on a four week payment plan which will leave me with no money to live on. Each phone call involves long hold periods with rude staff at the other end and it usually takes multiple calls to resolve any issues (there shouldn't be issues I did this because I thought it would be easier than a loan). Now I'm facing having to make another bunch of phonecalls to request a payment plan that doesn't leave me broke for four weeks and try and make sure this doesn't happen next financial year. I did this as it was endorsed by the company I work for. My mission is to ensure that no more workers are duped by this company and that my workplace stops endorsing them.

Nothing will happen unless you try to follow up on the progress of your novated lease application. Very frustrating and disappointing experience. Would not recommend.

On the day of settlement for the car we were buying, I emailed late morning to see what was happening, NO response. I then called later that day, only to be told the finance won't work with the car dealership. They have us no notice, and said they could try another finance company or we have to find another car at a different dealership. Three days later I still haven't heard anything from them. I've had to email and call every step of the way. The customer service is one of the worst I've experienced. Would never recommend them to anyone.

This is an important message for those who wish to lease a car through Smart Leasing and FleetNetwork. DO NOT FALL INTO THIS TRAP.
In my case, They initially told me "“If you sign up for a car DEAL until the 26th of November 2019, you will receive the following accessories FREE of charge as a complementary BONUS from SmartLeasing group. These accessories include Dash Cam, Paint Protection and window tinting”. When I signed up the contract, after three months, I was given a bill for $20,000 for car accessories that I have never ordered or received. When I asked them to clarify this, I found out that The SamrtLeasing company have forged my signature. I made a complaint to the Australian Financial Complaint Authority about this.

Consultants do not know their product and does not seem interested to help at all. Simply provided a quotation and expect customer to sign and proceed with no further questions.

I was processing a lease transfer and initially they were somewhat helpful but after sending the paperwork everything fell into a blackhole. Sadly they don't respond to their customer support email address, despite directing you there, and they seem to be more of a rent seeking company than one that will add value to your experience.

Unfortunately you may be limited by your company for options but if you have choice, I'd strongly suggest another company entirely.

A refund has been request of monies that have been accrued in our account. Thes monies have not been refunded and no one is taking responsibility for it.
The culture of this vendor appears to be to do as little as possible to help their clients. They have no interest in supporting their customers, and in my opinion, the customer service they offer is designed to make you want to give up.
It has been hours of calls and this week alone I have spoken to 5 individual people, and none have resolved the issue. I have sent a number of emails and they have not been answered. and this has been going on for
over a month and there is still no sign of our refund, or any other service being successfully fulfilled.
No one appears to be offering any assistance, and they fail to follow any instructions, or supply any real documentation.
So far they have blamed us, the client, and the employer for not doing their due dilligence. It would appear that in my investigation it is Smart Salary, that have yet to supply all the correct documentation to be able to complete the transaction.
Further to this, they take a managment fees to manage these transactions, so who is paying me to manage them. This business should require a single verified instruction from the client. It is then their job to complete the instruction to the best of their ability, not to ignore the issue, or not follow it up after the request has failed to be completed.
If you like being frustrated then these are the crooks for you. And I say Crooks, as I believe the common term for keeping something that is not yours is refered to as stealing.
- An update -
Now here we are some weeks later and once again this company contacted me and said that it was all sorted out, I have 73 emails and 12 hours of documented phone calls, and low and behold we get a message today saying that "Urgent Action is required" Well no kidding, We have been telling you this for months, and even after documented emails saying that it is all sorted out it obviously isnt.

To add insult to injury, the message requests that the SmartLeasing team be contacted immediately to resolve this issue, However no one is available. I just get the run around. I have even left messages for the General manager, to call me with regards to this issue, and nothing.
Messages were left for all these people to call me at 09:00 it is now 13:15 and no attempt has been made to contact us.
I will be informing all the companies and businesses that I can find that deal with your organisation and advising them of your companies complete lack of interest in supporting their clients.

As an update to this, after 4 months now 75 emails and 13 hours of phone calls it still has not been deployed. This company should be investigated fully and in my opinion, if they can't perform the services that they are advertising then they should be shut down and potentially investigated for Fraud and embezzlement. Further I will be reporting the practices of this company to the ATO.

So my Advice to any one who has read this is to NOT UNDER ANY CIRCUMSTANCES enter into an agreement with this company, and for those who have their employers using this company as facilitators, I would strongly advise that those employees petitiion thier employers to change service providers.