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
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...vide 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!
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...ith 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.
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.
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...
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.
Questions & Answers
Looking at early payout had loan for 16 months on a 5yr term therefore how is termination calculated?
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: email@example.com or phone 1800 652 652 if you would like to get a breakdown/payout figure. Thanks, Lucy
just wondering I am 3 years into my 5 year lease with nlc.
thinking of retiring 3 and a half years into my contract,which will leave 18 months left
what would I have pay as far as early exit fees and residual costs
Thank you for your query. Could you please email your full name, contact details and car registration to firstname.lastname@example.org? Based off your details the customer support team will be able to assist you.
Where in the contract do I look to quickly & effectively calculate an early payout figure?
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