Smartleasing Avis 30

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.