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BrentPerth, WA
Nothing but continued issues
*updates in comments* Causes more issues than it solves. I have had continued issues with NLC over the last 5 years. Everything becomes a problem. Now I have an account that I can't even use because they have messed up the payment schedules and my account always runs behind and I can't even pay my rego or vehicle servicing. I must have spend at least 15 hours on the phone to them over the last six months. this is basically a high interest credit card that doesn't work when you need to pay for things. So instead of just paying out of my own pock...
Read moreet I have to pay out of my salary AND have to pay out of my pocket. Absolute rubbish. And when you put a complain in to Senior Management through the button on the website you get an email back getting told you will get contacted back by a NLC staff member.4 comments
I have made contact and intend on continuing this review with the outcome.
Update* Another issue with my account before this one has even been resolved. I have multiple vehicles with NLC and I require repairs to a factory fitted accessory on my vehicle. Received an email fr...
Read moreom NLC stating that they would not reimburse me for the costs and attached a outline of what can and can't be claimed. Even though the repairs are listed as approved to be reimbursed. This is after I had spoken with NLC to confirm that these repairs can be claimed and there is sufficient balance in my account.EvaSydney Surrounds, NSW
I don't think I will be use them for my next car
I have signed up with NLC a few months back. I was thinking to trade in my car and get a new car after signed up. So call the customer service person I was dealing with before I signed up and sent a few emails and the person have never returned an email or a call to discuss it. I have a very strong feeling that they just care about new customers and not looking after the existing. The sales person saying the system saves the money and can use pre tax money to pay for the car and so on so on... But the fact is ...You are paying for extra cost for the fees
2 comments
Lucy H.nlc
Hi Eva, thank you for taking the time to provide feedback. Sorry to hear that this has been your experience with your consultant; if you would like one of our team to call you and discuss, please emai...
Read morel your contact details to feedback@nlc.com.au . Thank youHi Lucy, thanks.
SFLSydney, NSW
All the 1-star ratings are true. Avoid!
I can't agree more with all the recent 1-Star ratings. I only wished I had seen this earlier. I would definitely not have bothered with this leasing company. The journey was easy until I signed the contract. From there on in, it's apologies and a blaming game for why they can't get your deed signed and why you can't pick up your car from the dealer.
I signed my contract 4-weeks ago, the car was ready and registration active 3-weeks ago, my comprehensive insurance was active 2 weeks ago; yet, today, I had to call nlc again and chase them to ge...
Read moret the deed signed, so I can finally collect this car that is already costing me money without delivering any benefit. Naturally, I am still not any bit closer to having this resolved. These business processes truly need to be reviewed - no company with novated leasing as it's core business can deliver good outcomes to their customers with these business processes. Please avoid this company at all costs. You'll be financially worse off and even more time poor - having to chase them on emails and phone calls. Worst decision I've made in 2020. Save yourself.2 comments
Lucy H.nlc
Hi, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedback@nlc.c...
Read moreom.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyLucy H.nlc
Hi, as we didn't hear from you after our initial reply to your review, we therefore don't have enough information to be able to match your details with a record in our customer database. We welcome yo...
Read moreu to supply your best contact details to feedback@nlc.com.au so that we can get in touch. Thanks, LucyFind out how nlc compares to other Car Loans
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Pedro d.
- 2 reviews
Hopeless after management change
Management seems to have changed in the last few months and the level of customer service is nothing but appalling. As some other reviews, NLC misses payments to the financier without any particular reason, and it's been nearly 3 months to rectify my issue. I keep getting calls/texts from the financier threatening to impact my credit rating even though my employer is making ongoing payments into the NLC account. Very sad to see what happened to the company after having experienced the previous management. I will definitely not renew the lease with NLC.
2 comments
Lucy H.nlc
Hi Pedro,
I am sorry to hear of your experience. I would like this matter followed up with a senior member of our customer support team. Please email feedback@nlc.com.au with your full name and car ...
Lucy H.nlc
Hi Pedro,
As we didn't hear from you after our initial reply to your review, I cannot match your details in our data base to offer individual assistance. We welcome you to supply your best details to...
Johnny M.Sydney, NSW
- 2 reviews
- 1 like
Incompetent beyond belief
I've had a novated lease on a vehicle with NLC since mid 2018.
Application was easy... that's where the good points ended.
Vehicle was delivered with the wrong accessories.
Took weeks to get the liner fitted into the tub of the ute. I then had to drive to the liner installer and collect the vehicles myself.
They offered insurance through their "preferred" provider, and it was exactly twice the cost that I was able to find comparable insurance myself (more than $1200 more expensive).
I paid my insurance and submitted my reimbursement claim... and it was refused. ...
2 comments
Lucy H.nlc
Hi Johnny, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedbac...
Read morek@nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyThanks Lucy,
I have emailed my contact details to the above email address. ...
Read moreUnfortunately I don't hold out much hope for NLC to be able to change my perception of them as a service provider. The fact that NLC yesterday refused to pay my comprehensive insurance until my account is back in credit (its circa $150 in arrears) so I now have to fork out $1250 myself 2 weeks before Xmas, doesn't leave a me in a mood for passive discussion.BradPerth, WA
Worst Experience
NLC had taken over 2 weeks to get back to me after my application was submitted. After all that i was declined due to a less than perfect credit rating. I went with another lease company, which actually got a better rate and approved in 48hrs. My company i work for employs over 10 thousand people and have recommended to them take on other lease companies due being so incompetent.
1 comment
Lucy H.nlc
Hi Brad, I am sorry to hear of your experience and would like to review the matter as a priority. Would you kindly email me at feedback@nlc.com.au so that I can review the details and come back to you?
Thanks, Lucy
ZacCentral Highlands and Goldfields, VIC
Not transparent
Enquired about my lease in the middle of June and had paperwork filled out the same week, first half no dramas at all. Stage two, the delivery side of things was a different story... Had nothing but delays that I had to chase up due to the delivery manager not informing me first, when ample time was left for them to notify me. Calls would be made and emails sent, eventually when I recieved a reply it was always conveniently the dealers fault. I jumped ship and decided to source my own car due to waiting 3 months with no car. I sourced one local...
Read morely and had NLC contact the dealer. Again first part no dramas. Delivery side of things again is where the issues are. I was given a ETA of two weeks, had the second lot of paperwork submitted in the first week. I call the dealer who informs me the car is there ready to go just awaiting NLC, who he even struggles to make contact with. Friday comes (date given to pick up) and paperwork hasn't been actioned until that morning. 3 months of waiting and to have to wait longer with no car, even though the car is 3km away from my home just sitting there ready to go and has been all week. Very disappointed by the delivery management side of things.1 comment
Lucy H.nlc
Hi Zac, I'm sorry to hear of your experience. We are taking this matter seriously and would like to address this issue. Please email your full name, contact details and car registration to feedback@nl...
Read morec.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyAnika
- 2 reviews
- 4 likes
Sharks
They financed my car loan through Macquarie Leasing and didn't give me the info required to make a better decision. Please read the reviews on Macquarie Leasing before signing with NLC.
Macquarie is charging me 14.17% (double the advertised rate) and after paying $11000 on this loan I now owe more than the initial loan.
Also don't take their insurance quote. I got it for $200 cheaper.
1 comment
Lucy H.nlc
Hi Anika,
We always try to provide all required information and competitive quotes, it sounds like on this occasion we didn’t get it right. If you would like to email us at feedback@nlc.com.au with yo...
PeterGreater Melbourne (Outer), VIC
- 4 reviews
POOR SERVICE & INCOMPETENT
Nothing but delays and incompetence resulting in the need to complete all the paperwork a second time, weeks after the initial application. They blame everything on their sister company SG Fleet
1 comment
Lucy H.nlc
Hi Peter, I understand one of our Customer Support managers has been in touch with you about your query. If you require any further assistance, please let us know. Thanks, Lucy
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What. A. Waste.Sydney, NSW
- 2 reviews
Absolute scam artists
Enquired on a lease package for a new vehicle. The price for the vehicle came back $7-8k higher than on carsales and what was advertised in car yards in person. NLC weren't open to me sourcing a vehicle myself and when I asked to rejig the lease package to exclude certain items the NLC consultant's response was, and I quote "...what is the point of taking the lease!!". I responded asking to rejig the pricing to include my insurance costs and again I received a similar response "...what is the point of not using our suppliers, we are able to pro...
Read morevide vastly cheaper figures than the retail sector!". This was proven untrue in my responses which included screenshots and attachments. The consultant was extremely rude and blunt and was not interested unless I paid full or higher than retail for the car and used ALL of their own providers. He then advised that my trade in value was only $32k... I have since walked into a dealer, signed a contract for an identical vehicle $5k cheaper than NLC's quote and received a trade in price of $39k. NLC use AutoEdge/Glasses Guide and the carsales trade in calculator as reference and not real world negotiations, basically whatever the computer says only. Don't bother with these people, I just wish my employer used SG Fleet as I've had drastically better service with them in the past. Better still, just don't bother - walk into the dealer yourself and have a proper discussion you'll be amazed what you can do dealing with someone face to face not hiding behind a keyboard. You'll also save on so many monthly lease fees ($10 maintenance fee, $10 admin fee, $10 carbon offset fee, $10 this $10 that). It all adds up and actually doesn't work out much better! Not to mention when asked what interest rate my lease was based on this was advised as "...the most competitive at the time" but would not disclose any true figures!1 comment
Lucy H.nlc
Hi there,
At nlc, we aim to get the best price new cars, and tailor the Novated Lease to the needs of our customers to maximise the value and benefit they receive. Your review unfortunately doesn’t r...
Kyle F.South East Queensland, QLD
- 13 reviews
- 2 likes
Poor account management
Multiple times my bank have sent me a text about my loan repayment not being processed. The most recent time, I went online and found that no payment had been done in that month. I then rang NLC but never got through, I emailed and never got a reply. The bank then called me to question why my repayment was overdue 9 days. I think this is a very critical part of the whole leasing process and cant see how the repayments aren't being made on time, if at all. I don't see how this process isn't just automated. I shouldn't need to have a discussion w...
Read moreith my bank as to why NLC are not fulfilling their primary function. Nor should I have to repeatedly try and get in contact with NLC about this. This business model is pretty straightforward and rather simple with what should take minimal human interaction. If my new workplace still had smart salary I would never have transferred my account. NLC are very hard to contact and lacking professionalism. They're helpful when you can finally get through, so thats why its above 1.1 comment
Lucy H.nlc
Hi Kyle, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedback@...
Read morenlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyLynette
- 2 reviews
Good customer service
Very good after sales customer service to rectify a problem. The lack of inclusion of capped price servicing for purchase of a new car, which was not communicated to me at the time of purchase, was fully rectified when I raised the issue with NLC. Very satisfied with how this was dealt with.
1 comment
Lucy H.nlc
Thank you for great feedback, Lynette!
Chris GSydney, NSW
Terrible customer service with limited communication
Here are the timelines with NLC over the last few months to give the reader the perspective of how bad their processes are:
- Left my previous employer on 17th Jan (communicated to NLC early Jan to notify them I am leaving and will be staying with NLC at my new employer)
- Only got the termination notice on the 18th Feb and I still had no idea whats happening with the re-lease. At this point I had the Financier calling me about payments to be made as the lease has ended yet I am re-leasing - I am the man in the middle between these two organisa...
1 comment
Lucy H.nlc
Hi Chris, thanks for taking the time to share your feedback. Sorry to hear the process has not been smooth so far!
So that I can get a response for you as quickly as possible, please email your full ...
BSL
- 2 reviews
- 2 likes
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...
Read moref, 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.2 comments
Lucy H.nlc
Hi there, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedback...
Read more@nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyHi Lucy, I have already raised this issue and am waiting for a response.
STRSydney, NSW
- 6 reviews
- 7 likes
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...
Read morerpriced 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 away3 comments
Lucy H.nlc
Hi STR, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. As the lease is under your wife's name, please email her full name, contact det...
Read moreails, car registration and your full name to feedback@nlc.com.au so that I can arrange for a senior customer support representative to come back to you both. Thanks, LucyEmail with info sent. My wife already received few “We are sorry” phone calls therefore if another senior manager gonna just make an apology phone call ,I wouldn’t bother... Instead they could invest that time in training their staff...thanks
Lucy H.nlc
Hi STR, I understand that your wife has spoken with our customer experience manager. Thank you for your feedback, it has been invaluable in providing our team on-going training and process improvements. Thanks, Lucy
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RickyGreater Melbourne (Inner), VIC
- 4 reviews
- 1 like
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.
Simply appalling.
1 comment
Lucy H.nlc
Hello Ricky, thanks for taking the time to leave feedback. I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name,...
Read more best contact details and car registration to feedback@nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyBad 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...
Read more.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 2020.1 comment
Lucy H.nlc
Hi Steph, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedback...
Read more@nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyFoon CSydney, NSW
- 2 reviews
- 1 like
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.
1 comment
Lucy H.nlc
Hi Foon, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. Please email your full name, contact details and car registration to feedback@...
Read morenlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucySivaCanberra 2600, ACT
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.
1 comment
Lucy H.nlc
Hi Siva, I'm sorry to hear of your experience. We are taking this matter seriously and are addressing this as a priority. I have been informed that you have been in touch with one of our consultants w...
Read moreho is assisting you with this matter. Should you require any further assistance, please let us know by emailing feedback@nlc.com.au. Thanks, Lucy2 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.
1 comment
Lucy H.nlc
Hi Taj, I'm sorry to hear of your experience and would like to review this matter as a priority. Please email your full name, contact details and car registration to feedback@nlc.com.au so that I can ...
Read morearrange for a senior customer support representative to come back to you. Thanks, LucyQuestions & Answers
Scott Hasked
If I have insurance with someone else and need to pay an excess, can I use my nlc account to pay the excess?
1 answer
Lucy H.nlc
Hi Scott, thanks for your enquiry. The answer to your question is: "a driver can claim an insurance excess for reimbursement via their running cost account. This would be reimbursed from their maintenance fund and can only be done if their balance can support it".
Should you have any further questions please email your contact details to feedback@nlc.com.au . Thank you,
Lucy
Nabasked
I'm going through the process of getting a novated lease through NLC. Just signed the contract and then came across these reviews! OMG, simply terrifying!!! Are NLC guys trying to improve their processes? Especially customer service? I think you shouldn't aim for getting a contract signed, rather, think of retaining the customers to carry on with you guys for longer period of time and potential renewals. Anyway, can't say anything bad as yet, as I've just been through the first part that everyone says is an absolute breeze. Fingers crossed for the second part aka after sales service. Has the carboneverse thing now dropped which a lot of reviewers are winging about? I cannot see that on my quote though, maybe hidden somewhere? Also, I'm told that I'll be around $700 out of pocket per pay cycle, whereas the reviews say that you might be taken by surprise on your first salary after lease starts. Fingers and toes both crossed :D
1 answer
Honestly, I would fine comb every word of that contract and ask as much detail as possible. Ask who the lender is and read their reviews. Included, which I wasn't told, is also a commission fee and insurance in case you lose your job. So many things I didn't know.
The fuel card they give you has extra charges so your fuel is more expensive than if you pay cash/normal bank card. The insurance quotes you get through them is ridiculous. (I got my own and they reimbursed me)
In my case, the loan was with Macquarie and if you get Macquarie then run like hell!!!! I will be paying $41k for a $28k car - even if I refinance because all the interest is added to their load upfront through very deceptive wording in their contract, It would have been cheaper to buy the car on a credit card.
R.Whitasked
Looking at early payout had loan for 16 months on a 5yr term therefore how is termination calculated?
4 answers
Why don't you ask NLC? I don't work for them.
Lucy H.nlc
Hi R. Whit, thank you for your query. The early payout figure is based on the number of finance payments remaining plus the residual value of the vehicle less a discount on interest plus gst so in this case:
34*lease repayments + Residual Value Discount on interest = Early Payout figure (inc GST)
Please email our Customer Support team: customersupport@nlc.com.au or phone 1800 652 652 if you would like to get a breakdown/payout figure. Thanks, Lucy
Thanks for your reply I will make contact as the payout figure we were given is much much higher then the figure I now get from your explanation. Thankyou
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Lucy H.nlc
Hi Brent, I am really sorry to hear of your experience and would like to review the matter as a priority. Would you kindly email me at feedback@nlc.com.au so that I can review the details and come back to you? Thanks Lucy