Smartleasing Avis 30

Pathetic experience with Smartleasing. We do not recommend them at all. Despite providing excessive documentation, the process was inefficient and frustrating. Even after we clearly asked for the application to be discontinued, there was no acknowledgement or apology, which speaks volumes about their customer service.
The vehicle sales consultant, Craig McIntyre, was difficult to deal with throughout the process. Simple requests—such as providing two quotes for different vehicles for comparison—were met with reluctance every time, making what should have been a straightforward exercise unnecessarily challenging.
Overall, the lack of support, poor communication, and unprofessional handling made this an extremely disappointing experience. Total waste of time.

I have had an unresolved novated lease complaint with SmartSalary/Smartleasing for more than six months.

The issue relates to incorrect or incomplete information before the lease began, additional costs that were not clearly explained, changes to deduction amounts without clear communication, and difficulty obtaining a full written reconciliation of the figures.

I have repeatedly asked for a clear breakdown of the quote, payroll deductions, finance amount, lease costs, running-cost budget, adjustments, fees, and any amount owing or refundable. Despite ongoing follow-up, I still do not have a clear final response.

Based on my experience, I would strongly advise anyone considering a novated lease to obtain every calculation in writing before signing.

SmartSalary/Smartleasing, I am still seeking a full written reconciliation and final complaint response.

I wish I had read the reviews before signing up to this company. The sign up process was great but once signed up, I have had nothing but problems with this company. No response from their Customer Support, now close to $1000 out of pocket and the company has now gone silent despite numerous attempts to contact them via their email address and over the phone. Avoid this company.

takes weeks to get through the process then declines. waste of time to deal with, better off asking dealers for their recommendations for a leasing company.

They never respond to your queries unless it is something they are chasing, otherwise you're out of luck. They will also never put anything in writing, they'll try to call you but will NEVER leave a voice message so you know the missed call was them. I was even trying to renew my lease with them and they just weren't interested in helping me do this.

Absolutely the worst company to deal with. Unless you want to feel rage every time you need to do anything with your vehicle, even as simple as trying to figure out where you can get your annual maintenence done, avoid this company like the plague.

Make sure you check their ongoing costs estimates. I am approaching the end of my lease year and viewed my leased vehicle page. It seems they only estimated $382 a year for fuel! I get it that the car is a PHEV, but that's a ridiculously low estimate for annual fuel costs, plus, electricity costs money too! Upon realising this I checked my budget for Rego renewal. It's $200 more than budgeted for. I haven't had tyre costs or maintenance costs yet, but those were only budgeted for $354 and $314 respectively, which also seems low. I would have appreciated a more accurate estimate of budgets when I was making my decision to enter into the lease agreement. It's not as good value as they let on.

We had pre approval but two days before they request more information, then on the day of settlement, which was given to them as fast as possible. After waiting 4mth for my car and taking the day off the settlement did not go through.

Awful provider. Don't be fooled when the start of lease process may seem smooth, they are awful at end of lease process and account closure.

I am still waiting on a refund of over $7000 and its been 5 months.

Their customer service staff never follow up when they say they will, I have to call everyday for an update, repeat my story to someone new, be promised a resolution and still nothing has happened.

Lodged a complaint with smart lease, lodged a complaint with ACCC, at a loss on how to get my moeny back.

have taken out a novated lease which costs more than 90K last January the car is still not in my possession due to their procurement error that left me carless until now and they made me pay the car insurance since apparently that can not be paused despite the fact that I have not seen the car yet. The communication is zero. Left emails and messages with ZERO reply even after the manager assured me that he will email me his contact details and that he will see this personally. Well , that was 3 weeks ago and even promise me a courtesy car , Helloo… that was 3
Weeks ago and you became uncontactable! My patients has ran out. I regret dealing with them. Im now in contact with consumer affair Victoria .They are non stop before you sign the contract , when trouble comes , you are on your own. Never again on dealing with this poor to poorest costumer service people-and I will surely raise this to my employer which is one of the biggest health care in Victoria.

Craig was great liaising with Tesla and the bank. It is pretty hit and miss, depending on who you get for many car leasing services, but I can definitely say, Craig McIntyre is a gem! Lovely guy and got the deal done quick for me with all discounts and rewards. Really appreciate your efforts sir.

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.