Might get you a good deal, but it ends there.
Shockingly poor customer service. It is so hard to find support for even petty issues. No one takes responsibility and almost no support offered after the sales stage. Even during the sales stage, I had to make ten calls for getting a response from the sales representative. I am not sure why would not he sit at his desk and respond to phone calls. Overall, It has been a terrible experience so far with NLC except for getting a reasonably good deal for a car that I was looking to buy.
2 months to set up a lease and still send quote for a different car. Heights of bad customer experience in todays world.
Had taken me 2 months to have a lease set up for my car. Everytime they go on radio silence and respond in upto 10 days after multiple follow ups. Quality of work is so poor that in the end after all documentation they send quote for wrong car and choose not to acknowledge the mistake, again radio silence for a week.
Appalling customer support
NLC does a fantastic job at signing you up - but the good work stops there. They way underestimated my costs so I am always in arrears and they constantly change and make random deductions without advising me. The customer team rarely return calls and never seem able to answer your questions. Think twice before signing with NLC.
5 months and counting for a renovated lease
My experience with NLC has been extraordinarily terrible. After changing employers I sought a renovated lease through NLC commencing in June. Despite payroll deductions, ANZ (the vehicle financier) have informed me my account is in arrears! I have been repeatedly ignored and duck shoved by NLC staff that not interested in fixing the problem. For my payroll to be deducted without on-forwarding the leasing fees is akin to theft. Engage with NLC at your own risk.
Not worth it- Terrible company
Got made redundant from my employer a year into my 5 year contract. NLC structures their contracts to never benefit you. There is redundancy insurance but you have to pay an excess, you have to pay a termination fee, they took weeks to reconcile my account and were terrible at responding. Now, 2 months later i am with a different employer and wanting to set a novated lease up again (to try and recoup the excessive interest that comes with these loans) and i now find out i have to go through NLC to set up the lease and the want to charge my even more fees to do so.
HORRIBLE- nothing but dramas! WOULD NOT RECOMMEND!!!
Terrible experience from initially signing up all the way to early termination.
Imagine paying outright, upwards of $30,000 and not receiving ANY CORRESPONDENCE after numerous phone calls requesting call backs.
This is my first novated lease and they made it super easy
Nicole Davidson was prompt, polite, and straightened out issues really quickly - I even got my car a day earlier than expected! I would recommend NLC to anyone who was interested in getting a novated lease
Customer service not very good
Signing up the contract and everything was good til I had to wait for the fuel card. Then I got the fuel card but the details were incorrect so I had to contact the customer service who keeps passing my calls around and not even bothering to reply to my emails. Customer service is surely 1/10.
Great customer service for fleet sale
I was put in touch with NLC through my workplace when I was on the hunt for a new car. I had previously been to a dealer and also did some research so I knew the price range which was good for my purchase.
From the point I contacted them to the point of sale with the dealer everything was unbelievably smooth. I gave them my exact requirements and they sourced a vehicle from a dealership who was able to provide the best price. This was for 2019 model (MY19) vehicle.
Just as I signed with NLC and requested this vehicle, the brand released the...newer 2020 (MY20) model. I asked NLC nicely if there was anything that could be done to secure a newer model. George was fantastic and very promptly negotiated the same deal for a newer model with the dealership. Now that is customer service! I cannot comment on finance through this company, however my dealings with them for an outright fleet purchase was top notch! I highly recommend them for this purpose. There were no hidden fees or surprise costs with the dealership. The vehicle was even delivered to my front door. Saved me from travelling and taking time from work. Keep up the great work guys. Well done.
Love, love, love my new car - NLC you made it so easy.
Alex Bryce, you were so incredible to deal with! Thank you so much for you commitment to customer service. Living in Cairns, Australia was no problem, as I was informed every step of the way. You made the process a dream. The Trade Advantage team were also fantastic to work with. Thank you Bernd and Kate. I am so happy with my new XV.
Takes some time
Customer service was excellent when we had one consultant working on the project (Josh). When it was passed around when he was on leave, it was not a good experience with days in between contacts.
When Josh was back on the ball, everything was kept under control. It took some time but he kept us appraised of what was happening every day. He ended up getting $4000 more for the trade-in than was offered previously. I am very satisfied with the result.
Terrible service and high fees, not worth it
Took more than 2 months to get a novated lease and still ongoing. Customer service takes 10-14 days to reply. Despite information provided in emails, they are not actioned and I have to keep following up. Customer service officer also not knowledgeable and doesn't follow up. Eg 'i can't tell you the fees until you've done it'.
They charge a lot and this offsets any tax benefits unless you have very high fuel usage and lease a luxury vehicle.
Finally the stress of dealing with this company is just not worth it. I would rather pay more and not deal with them. Having said that, the novated lease is not worth it with them.
So Grateful for NLC
I have experienced great service from NLC and would go as far to say that they exceed my expectations. All communications are prompt and the customer support staff have always been friendly and helpful in resolving any issues or queries I throw at them. I am never made to feel silly for asking questions and information provided is understandable. I am very satisfied with my loan and recommend NLC to anyone.
The worst experience in the world even after proving they where taking the wrong Amount out they refused to take out extra causing a lack of funds in the account
NLC - Terrible - Our company will look elsewhere...
Smooth pre-sales service if you can negotiate your way out of the "pre-ticked" "Insurance" items then you may actually get a good deal....
After 2 years and NO CONTACT whatsoever from NLC, I got up at the crack of dawn to drop my car to the Dealership for service and received an EMAIL upon arriving at work stating that NLC would not cover the $300 costs of the service - despite my Maintenance provision being OVER $2000 in CREDIT - because no reconciliation of FUEL costs had been done for the last two years and my FUEL provision is now ...overdrawn. The email DEMANDED that I agree to a new contract arrangement with further costs taken from my wages BEFORE they would release the Maintenance Provision (Again...$2000 sitting there for servicing) to cover the service costs at the Dealership. Again, this is the FIRST I'VE HEARD from NLC in over 2 Years, all the while I've been charged "Contract / Maintenance / Establishment" charges of more than $700, apparently for "Lease Management Expertise"...
Don’t expect any customer service once NLC has your business locked in
I have been leasing a vehicle with NLC for 4 years and not since the start of the lease have they provided anything more than the most basic of customer service. I would agree with the comments of previous customers who have had the unfortunate experience of being a NLC customer for any length of time. NLC budgeting of my account has been woeful. Their initial budget for my vehicle had my account balance over budgeted many thousands of dollars. Not once in those years did they ever re-cost my account. After contacting NLC, I eventually got my ...account re-costed (their service at the time was woeful but was happy that at least I thought they had now budgeted correctly). How wrong I was! I have now been overdrawn on my account for over 12 months. I have been watching my account and expected my account to move back into debit. NLC’s budget of my account is now overdrawn by $1,600. To rectify this situation I rang their ‘customer service’ and requested yet another re-costing of my account (how many times does it take to get a simple budget right?). I was told that they would get back to me that day or the following day. It is now more than a week later and I have sent an email, made further phone calls, requested to speak to a supervisor and have not received any return response from NLC. Not any acknowledgement, no re-costing, no phone call from a supervisor, it is like you don’t exist once NLC have hooked you into the lease. I am due to re-lease another vehicle in the coming year and will definitely not consider NLC if this is an example of their customer service. If an NLC representative will finally contact me to discuss these issues (as phone calls and emails don’t seem to get them to contact me to sort out this issue), my rego is; 1EV6SA
Seamless, straightforward process.
From initial inquiry to receipt of my new car and the subsequent follow up support, the process of organising a novated lease with nlc was smooth and fuss-free. The consultant assigned to me was super-professional, friendly and responsive, and his colleague who covered his leave was similarly so. Everything was explained in detail over several phone calls, and the (not insignificant amount of) paperwork was easy to understand and navigate. My only suggestion is to have fillable pdfs for busy professionals so they can complete them 'on the run' rather than having to print them out, complete them, scan them and email them back. Otherwise: it was a really excellent service and experience all round.
Great service. Excellent packaging.
Hands down the best of the three novated lease options. Service was above and beyond and the flexibility in packaging is what won my business. Happily recommend to others. Best of the three major providers by far. Thank you To Hayley and Terrance.
Excellent sales process
I changed from another company and have been extremely happy with the sales process. I collect my car in two days' time. The sales rep was Dylan Bonanno and he provided exemplary service. I look forward to leasing my new car through NLC.
Excellent Customer Service
There were unforseen delays with my car settlement, due to my employer changing their business name whilst my car settlement was in progress. To add to the mix, we were departing on an outback trip where service was going to be quite limited, and my contract needed to be resigned. Nicole Davidson stayed on top of the issue and updated me frequently, and pushed my contract through. The service Nicole provided was outstanding, of which I feel management should be made aware of. Thank you again Nicole, for your excellent customer service, and a very satisfying outcome.
The reviewer stated that an incentive was offered for this review
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Questions & Answers
i just signed up to a new lease, do i have the ability to remove the fuel and maintenance, rego, insurance, costs and just pay the lease for the car itself pre tax, remove the other options at a later date? im just thinking if in the future i want to change is that possible. the only small thing i don't like is that the maintenance costs are not pre-tax they are taken out of my post tax pay and its not really worth it for me since the running cost allocations are very high and not realistic.
Hi Sylvia, thanks for your enquiry. To answer your question, could you please email your best contact details and car registration to email@example.com so that I can arrange for a customer support representative to contact you? Thanks, Lucy
Is there an establishment fee for the nlc account? What other fees does nlc charge?
Hi John, thanks for your query. Fees (i.e. Establishment or Administration) are based solely on employer arrangements. We will be more than happy to discuss fees associated to your employer if you would like. Please let us know of a contact number and preferred time-frame and we will be more than happy to follow up with you. Alternatively, please feel free to contact us on 1800 652 652 to discuss in further detail.
Hi, I have already signed a lease, and only just stumbled on this review site....hmmmm i must say mixed, its either good or bad. Up until now, NLC have been great.
I am about to submit a claim for reimbursement of rego so I hope im not waiting 1 month to a year to be reimbursed, hahahaha.
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