Terrible customer service
My organisation transfered a number of years back to NLC from another provider for novated leasing. I've noticed a significant deterioation of service ever since. I opted to a yearly renewal a few years back, and it has been a struggle each year to have a seamless contract renewal. The operators do a extremely poor job at arteculating cost of extras or transitioning identical contract terms/costs from one year to next. Appears they have a high staff turnover.
This year they have added extras to my contract I specifically requested to opt out o...f, my fuel card was not sent out until I notified them that it had not been received, my calls were not followed up after the operator had indicated someone senior would follow up, and my registration payment deadline was almost missed due to NLC not realising that the transport authority sends them the payment invoice directly (as nominated payee, which has bewn the case for years). I am deeply frustrated by the lack of quality service. It has caused me considerable time and stress having to chase up trivial items. I do not recommend this leasing provider and will be taking up the matter with my company's management team as other people have experienced similar issues in my org.
Can’t believe how bad they are!
My wife has a novated lease car with NLC (through her company unfortunately) NLC was the company chosen by my wife work and I can not believe how bad they are. Zero power in negotiating good prices for cars (we negotiated a better price ourself). On the day that the car was due for pick up they didn’t pay the dealership on time! Dealership Audi not impressed and said they also don’t rate NLC that high. Very bad customer service too! they loose paperwork and forget to pay renewal notices eg Rego and CTP!!! They also try to sell you their own ove...rpriced insurance and “ extras” and despite asking to be removed they keep it on your account until you make a formal complain. I never experienced such a bad level of customer service and overall lack of transparency.Stay away
Appalling customer service
Shocking customer experience and service. My partner and I have had a car leased for more than three years. After the first leasing period elapsed, we decided to renew the lease because we’re happy with the car.
Though they wanted us to sign another lot of paperwork and pay the fees, they haven’t sent us a petrol car in months. We have followed them up multiple times, they were arrogant on the phone and via email and the petrol card is yet to arrive though the repeated “oh yes, the card is on its way!”. We are paying for petrol and service out of our own pocket, plus paying their leasing fees on top.
Bad experience-would not recommend to anyone
they are very quick to sign you up but afterwards there is NO customer service. We signed contracts 4 weeks ago and had to wait for the car to arrive and now the car is finally here but we can’t pick it up because nlc have not sorted the finance. You would think 4 weeks is enough time,especially after repeatedly asking them if they needed anything else to progress with the lease. They also knew the ETA for the car and still, the contract sat on someone’s desk for 4 weeks.even more concerning is the fact that we had to chase it up multiple times....also we had 4 different people responsible for our lease. Horrible customer service and would not recommend this company to anyone.it is very hard to get in touch with anyone and when you finally get to talk to someone,they are no help and pass the blame to someone else. Unfortunately we are now stuck with them....hopefully we will get our car in 2020.
Very poor follow up
Everything progressed very well until after the signing of the vehicle order form. After that there is no follow up at all. The consultant don't reply to my emails nor answer my calls to check on the status of the lease. I needed the car urgently and had worked very hard with the car dealer to secure the car. NLC just not delivering on their end.
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"...
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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 firstname.lastname@example.org 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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