Carly

WARNING Sneaky Renewal Practices not complying with UK law WARNING! Sneaky automatic renewal! Does not comply with The Digital Markets, Competition and Consumers Act 2024 which ensures businesses provide clear information and reminders before automatic renewals, and allow for easy cancellation. No reminder received, not easy to cancel as requires… Read more

contacting customer service. Also charges you more than there numerous offers to entice new customers.

I had a subscription with Carly and was involved in a car accident that was not my fault. I had clear video evidence showing the car was parked outside my home at the time of the incident. Despite this, Carly immediately demanded $2,000 from me. Later, I discovered that the third party had already accepted liability, settled the matter on their… Read more

end, and made the necessary payment to Carly. However, Carly now claims to have no record of this and has stated they will “deal” with the third party to investigate further.

It has now been over three months with no resolution, and I am still left in limbo. The handling of this situation has been extremely frustrating and unprofessional, and the lack of communication and accountability from Carly is unacceptable.

Still waiting for the money to come back and when calling them still tell me fleet team doesn’t have phone to call or there manager isn’t even calling me back.

**5-Star Review for Carly Subscription** ⭐⭐⭐⭐⭐ I am delighted to share my experience with Carly Subscription, as I have been leasing a Mazda CX3 since November 24, and it has been nothing short of outstanding! The entire process was smooth and user-friendly, but what truly made a difference was the exceptional customer support I received,… Read more

particularly from RG.

RG was incredibly helpful and attentive throughout my leasing journey. From answering all my questions about the vehicle to guiding me through the necessary paperwork, RG made everything so much easier for me. It was clear that they genuinely cared about my experience, which I greatly appreciated.

The Mazda CX3 itself is a fantastic vehicle—stylish, comfortable, and perfect for both everyday driving and weekend adventures. The flexibility of the subscription model has allowed me to enjoy a new car without the usual long-term commitments, which is a huge plus!

Carly’s commitment to customer satisfaction is evident, and I feel fortunate to have such excellent support. If you’re looking for a seamless car leasing experience, I wholeheartedly recommend Carly Subscription

Thank you, Carly, for making this such a great experience, and thank you, RG, for your outstanding support!

Hidden yearly subscription customer care that dont really care about you and an expensive gadget that dont worth a toffee

When purchasing they dont list that its a subscription. Issues connecting to the car and generic codes rather than specific. Better of paying for a proper device under $170

Carly - POOR service – Use carly for a few months, terrible service. A bunch of idiots, all they do is debit your account and seem to have no connection between customer service and finance. Car was cancelled and still debit my account. Constant problems with them!! Use Karmo, much better!

Great experience – I like how easy it was to pick up and return the car. Other companies charge extra unnecessary fees but not Carly. Would definitely use again if stuck for a car in the future. Show details ·  1

Love using Carly and highly recommend this as a top choice long term car rental! – Highly recommend this service! The subscription is very organised, and the team is very easy to get in touch with. I've never had a problem using Carly and highly recommend! Show details ·  1

Excellent Service – Needed a car for my recent (temporary) trip back to Australia. All communication and service from the people at Carly was excellent. Provided a low mileage vehicle in perfect condition at a price well below the normal rental companies. Will definitely use them again next time we are back in Australia. Show details ·  1

Horrible company – Never ever ever use this car company. There customer service is revolting. They tried taking thousands off us for small damage you could barely see, that we didn’t do. If you want good car subscription get Karmo. Show details

Amazing experience – Cooperation with Carly is super easy and without any issues. I’m the long term renter and did not have any problems since the beginning. Very good communication from the Carly team! Show details ·  1

Good car and good service – Great alternative to car rental when visiting Australia for a few weeks. Pickup/drop-off near Sydney airport. I arranged this with Carly from the UK and had no problems communicating my needs and arranging pickup etc. Staff were always courteous and helpful on the phone and at the pickup location. Payments were handled efficiently with no… Read more

problems. I was initially confused about when the monthly mileage limitation would be reset but this was explained.

Go with them you won't regret it – Professional customer service,a wide range of cars to choose,felixible contactrs comapring with other car rentals as no deposit is required which saves a lot of time and paperwork.I have rented a range of different cars from Carly in the last 7 months from SUV's to small hatchbacks and have been happy with the quality of the service provided and… Read more

also majority of the cars had a very low milage and very clean.The biggest advantage of moving forward with Carly is their price which is far more cheaper and affordable comparing with the other providers.

very good experience – I sued the car for 3 months but was really good and service is easy and very good. Show reply

Excellent customer service and great range of cars – I’ve been using Carly Car Subscription for around 2 years now in both Victoria and Queensland. My contact, Vincent, is always available and nothing is too much trouble. Subscription makes so much sense and Carly does it really well. Excellent customer service and great range of cars. Can’t recommend Carly highly enough. Show details ·  1

Carly - best in class – We have been leasing a family car with Carly for nearly 12mths. Was a brand new Skoda and we could not be happier. This is our 3rd lease with Carly and have been very impressed with their customer care - all our enquiries / questions have been responded to quickly. What you see it what you get - no hidden fee’s or surprise charges. Show details

Awesome Concept & Service – Awesome concept and cars were brand new .Service both at customer service and operations was friendly , efficient and a pleasure to deal with. Highly recommend Show details

Exactly the right car for me – I subscribed to a car from Carly because my trusty old Corolla finally died. I'm travelling overseas in 6 months for a year and it doesn't make sense to buy a car then leave it just sitting there costing me money for rego, insurance and depreciation. It was easy to select a car online that was close by. The handover guy explained the key features… Read more ·  1

because the Hyundai i30 was much more sophisticated than my 15 year old Corolla. I don't have to worry about paying separately for insurance or registration and there are no maintenance costs. I can just tell them when i want to return the car and drop it back

Customer Service is atrocious – UPDATE: I have since closed my account with Carly and there is a matter of an unpaid parking fine - I know about it and I will pay it once received. However, they claim they sent me an email with the statement three days prior to attempting to take money from my account, there was no email and none of their follow up emails had any issues coming… Read more

through. Carly seem to do this a lot, anything that is statement related apparently gets lost in the system, but all other communications never get lost, especially when they can 'threaten' you with different actions.

I contacted them seeking information and got the run-around from one department to another. Then I told them I revoke my authorisation for them to take money from my account, not once, not twice, but four times, they didn't listen. I have had to contact my bank to stop them from taking any money on a permanent basis. I have asked them four times now for banking details so I can make the payment and got told I can log into my account. I did that, and guess what? Yep, no information because I am NO longer an active subscriber.

They don't read emails, as they added in information threatening to repossess the car if payment was not made. Funny that... I returned the vehicle in early December 2023. No apology when it was pointed out.

I am in the process of closing my account with Carly as I have now bought my own vehicle and the customer service is appalling. Instead of responding within 24 hours they now take up to 72 hours (if they even respond). I sought an extension on excess k’s payment and but no response and of course money that was meant for another bill has been taken. It won’t matter if I say anything as they’ll go, ‘it’s paid’. They have no cares, a massive lack of customer service etiquette and it seems like their model is designed by robots with no sense of humanity.

They also gave me the wrong address to return the vehicle to and it was only that I wanted to change the return date that they noted the wrong address, again, no apology for their mistake, they lack attention to detail in so many ways.

As I have said previously, if you need a car short term and aren’t likely to be driving too many k’s, then this service is good, but their customer service is one of the worst I have dealt with.

NOT WORTH YOUR MONEY. Steer clear of this service and don't get caught in their trap – Absolutely NOT WORTH your hard-earned money or precious time. This service comes with an abundance of HIDDEN FEES that are nothing short of excessive. For instance, a seemingly harmless toll fee of $1.50 can quickly escalate with a jaw-dropping $10 processing fee! To make matters worse, if you don't settle the bill immediately, they'll refer it to… Read more

a collection agency, incurring even more costs. What's truly frustrating is their unresponsiveness to email inquiries about these dubious charges. My advice: steer clear of this service and don't get caught in their trap.

Poor customer service and approval processes to subscribe a car – I got approved for a Mazda MX30 and received a contract to sign. Then Mazda called back to advise I need or may need a high charge cable if using at station as the car subscription does not include them. I asked Carly for a swap to normal Mazda 6 wagon. Then I was told I did not meet verification now, and cancelled on me. I did not ask for a… Read more

credit or loan, and this is supposedly a car subscription.

The ad is misleading as it says it is easiest to get a car, and benefits over car leases and financing. My customer service experience for this company is nothing but a joke. These operators took the niche industry for granted and some of us customers are not worth their time.

Poor customer service and generally overpriced - hostile payment management practices – Had no other option but to subscribe for three months during an awful period after a family members death and huge pressure in life, thinking this would be the easy option. I'm also a disabled person (who can drive just fine thank you) who is often seen as a soft target, which is how I feel I've been treated by Carly head office. Local person was… Read more

great, head office terrible. Just prior to Christmas my employer messed up a payment to me and I had to wait three days which meant my payment was going to be four days delayed. In the contract it says to let them know and you have 7 days grace. I get a very hostile email like I'm in breach, when I'm not. Then they take the money out of the only money I have for Christmas holidays, overdrawing my account and then put it back - too late, leaving me trying to pay for family Christmas shopping with savings. Then tone of emails is like it's my fault, when I was doing what a good customer does.

On return of vehicle the car has a fair wear and tear mark on the front bumper. Local contact generally verbally agrees it's fair wear and tear and I sign an iPhone with my signature, thinking it's just to say I've returned the car. I get a hostile email days later saying it's damage (it's honestly on the bumper, and it's either a stone chip or something like someone has nudged me with a shopping trolley). Get a hostile email talking about how it's damage and invoices will be coming, however after a long discussion when I dropped it off about how it was fair wear and tear, but head office would assess, signed document but was not shown contents of it. Hostile email upsets me so I ring and get told fair wear and tear is based on kms.

Ring about the industry, including experts in motor vehicle industry and none of them know about this idea and how on earth do you work that out? A car with 20kms can get a scratch on a bumper. And more to the point how two industry representatives thought ridiculous it is for the nature of the mark on the bumper (sent them photos). Arbitrary decision making and tough 'you signed agreement' email follows my concerns in writing - and I let them know I never saw what that agreement was, it was just my signature and I thought only to say I had returned it and that everything was okay. Again, local representative genuinely seems okay, but head office is terrible to deal with.

No meaningful negotiation and potentially exploiting those in need of a car. Other subscription leases are up to a 1/3 cheaper and can be sourced through your local car dealership where you don't have to deal with hostility and 'put the boot in' type customer service reminiscent of business tactics of the 1990's. Love my new lease provider and I even sent them the pictures and they were horrified at me being charged for what is fair wear and tear. Lodged complaints with consumer affairs and ACCC.

These car subscriptions will all end up in ACCC and ASIC like furniture rentals and other examples of companies taking advantage of people in need.

The online platform is often really hard to get to login and the booking process is complicated and lots of paperwork and to and for that I haven't experienced from other providers.

They have just sold on the debt to a debt collector, without any discussion of hardship on medical grounds and have ignored the fact it is going to VCAT. I had deleted this review, but the lack of provisions made for alternative payments or discussion of hardship is unconscionable practices and I think that should be a matter of public record.

Scam with horrible customer service – You’ll sign up for a car on the site (which isn’t actually available), and receive a follow up email saying that car is no longer available, but will be offered a different (more expensive) option If you proceed with that, you’ll be asked to sign a contract for the car. After the contract is already SIGNED, they still won’t guarantee that you’ll… Read more

get that car, and will send yet another follow up saying your car is no longer available and offer you a different (yet again, even MORE expensive) option. You think you’re getting a good value and skipping the deposit, but that’s because they never actually guarantee you get a car.

Better to go with a company where you pay a deposit and can be confirmed you receive the car you signed up for.

Very limited vehicles available, unhelpful pre-sales (Updated post conversation with Carly) – Carly's pre-sales customer support doesn't appear to care about potential customers. Support staff are dismissive and unhelpful. The application process is opaque, and support staff are then increasingly unresponsive during that process. Carly has a very, very limited fleet and doesn't appear interested in understanding potential customers' needs… Read more

with regard to vehicle type and configuration. The documentation for vehicles that are in the fleet is exceptionally limited - you have to subscribe to a car and take delivery of it _before_ you find out if it has things like Apple / Android Car Services. If you don't care what vehicle you get, and are unconcerned with what features the vehicle has, then Carly is probably perfect for you.

Update: After discussions with a Carly representative who has joined the team to focus the business on improving the customer experience, it does sound like Carly is taking steps to improve the customer journey, and improve communication as people move from application to driver.

I can't speak to the improvements, because I remain concerned and am not using the service.

Excellent customer service! – Carly's customer service is excellent, the vehicle I drove for over a month was presented immaculately. The ability to arrange a long term rental / lease on a car this easily is excellent! Show details ·  1

Awesome service and team! – Great service, awesome and prompt support team. Helped me in finding, booking and replacing car timely. The process is very smooth and fairly straightforward, rates are very competitive. Highly recommended!! Show details ·  1

Fantastic – Carly cars are fantastic you will not be disappointed we have been with them for 7 months and it was so easy and they are evey helpful.so all I can say is give them a go. Show details ·  1