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nlc
3.0 from 135 reviews

Reviews

3.0

135 reviews
5
(54)
4
(10)
3
(4)
2
(11)
1
(56)
  • Transparency
    3.0 (47)
  • Customer Service
    2.9 (55)
  • Loan TypeFixed Rate (10) · Split (1) · Line of Credit (1)
  • Application Process
    3.3 (44)
  • Timeliness
    3.0 (46)
  • Loan Term4.059 years (17)
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Peter

PeterGreater Melbourne (Outer), VIC

POOR SERVICE & INCOMPETENT

published

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

Transparency
Customer Service
Application Process
Timeliness
Loan TypeFixed Rate
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1 comment
nlc
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

What. A. Waste.

What. A. Waste.Sydney, NSW

  • 2 reviews

Absolute scam artists

published
Transparency
Customer Service
Application Process
Timeliness
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1 comment
nlc
Lucy H.nlc
Kyle F.

Kyle F.South East Queensland, QLD

  • 7 reviews

Poor account management

published
1 comment
nlc
Lucy H.nlc
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Lynette

Lynette

  • 2 reviews

Good customer service

published

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.

Transparency
Customer Service
1 comment
nlc
Lucy H.nlc

Thank you for great feedback, Lynette!

Chris G

Chris GSydney, NSW

Terrible customer service with limited communication

published
Transparency
Customer Service
Application Process
Timeliness
Car ModelMazda 3 BN (Hatchback) Maxx Sport
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1 comment
nlc
Lucy H.nlc

Terrible customer service

published
Transparency
Customer Service
2 comments
nlc
Lucy H.nlc
BSL
BSL

Hi Lucy, I have already raised this issue and am waiting for a response.

STR

STRSydney, NSW

  • 6 reviews

Can’t believe how bad they are!

published
Transparency
Customer Service
Car ModelAudi Q2
3 comments
nlc
Lucy H.nlc
STR
STR

Email 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

nlc
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

Ricky

RickyGreater Melbourne (Inner), VIC

  • 3 reviews

Appalling customer service

published

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.

Transparency
Customer Service
Application Process
Timeliness
Car ModelAudi A3
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1 comment
nlc
Lucy H.nlc

Bad experience-would not recommend to anyone

published
Transparency
Customer Service
Application Process
Timeliness
See all answers
1 comment
nlc
Lucy H.nlc
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Foon C

Foon CSydney, NSW

  • 2 reviews

Very poor follow up

published

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.

Transparency
Customer Service
Application Process
Timeliness
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1 comment
nlc
Lucy H.nlc
Siva

SivaCanberra 2600, ACT

Might get you a good deal, but it ends there.

published

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.

Transparency
Customer Service
Application Process
Timeliness
See all answers
1 comment
nlc
Lucy H.nlc

2 months to set up a lease and still send quote for a different car. Heights of bad customer experience in todays world.

published

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.

Transparency
Customer Service
Application Process
Timeliness
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1 comment
nlc
Lucy H.nlc
Fed up

Fed upSydney Surrounds, NSW

Appalling customer support

published

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.

Transparency
Customer Service
Application Process
Timeliness
See all answers
2 comments
nlc
Lucy H.nlc
nlc
Lucy H.nlc

5 months and counting for a renovated lease

published

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.

Transparency
Customer Service
Application Process
Timeliness
See all answers
1 comment
nlc
Lucy H.nlc
Rachel K

Rachel K

  • 2 reviews
  • 1 like

Not worth it- Terrible company

published

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.

Transparency
Customer Service
2 comments
nlc
Lucy H.nlc
nlc
Lucy H.nlc
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HORRIBLE- nothing but dramas! WOULD NOT RECOMMEND!!!

published

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.

Transparency
Customer Service
Application Process
Timeliness
See all answers
3 comments
nlc
Lucy H.nlc
Anon
Anon

Hi Lucy - I shouldn't have to, I have been waiting on a CEO to contact me for 1 week now. They have all my details as this is my 4th complaint!!!!!!

nlc
Lucy H.nlc

Hi there, thank you for your latest post. I have been informed by our customer support team that this matter has now been rectified. Again, apologies for the inconvenience this matter has caused. Many thanks, Lucy

This is my first novated lease and they made it super easy

published

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

Transparency
Customer Service
Application Process
Timeliness
Loan Start DateOctober 2019
See all answers
1 comment
nlc
Lucy H.nlc

Hi there, thank you for the great feedback. We really appreciate you taking the time to share your positive experience. I've shared your review with Nicole, enjoy your new car. Thanks, Lucy

Customer service not very good

published

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.

1 comment
nlc
Lucy H.nlc
Muzzy

MuzzySydney, NSW

  • 3 reviews
  • 1 like

Great customer service for fleet sale

published
Transparency
Customer Service
Application Process
Car ModelMitsubishi Triton
See all answers
1 comment
nlc
Lucy H.nlc

Hi Muzzy, thank you for the wonderful feedback. We really appreciate you taking the time to share your positive experience. I've shared your great review with George, enjoy your new car! Thanks, Lucy

Lara

LaraFar North Queensland, QLD

Love, love, love my new car - NLC you made it so easy.

published

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.

Transparency
Customer Service
Application Process
Timeliness
Loan TypeFixed Rate
See all answers
1 comment
nlc
Lucy H.nlc

Hi Lara, thank you for the wonderful feedback. We really appreciate you taking the time to share your positive experience. I've shared your great review with Alex and the Trade Advantage team, enjoy the new car! Thanks, Lucy

Page 1 of 7

Questions & Answers

R.Whit

R.Whitasked

Looking at early payout had loan for 16 months on a 5yr term therefore how is termination calculated?

3 answers
Kyle F.
Kyle F.

Why don't you ask NLC? I don't work for them.

nlc
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

R.Whit
R.Whit

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

joe

joeasked

hello there
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

1 answer
nlc
Lucy H.nlc

Hi Joe,
Thank you for your query. Could you please email your full name, contact details and car registration to customersupport@nlc.com.au? Based off your details the customer support team will be able to assist you.
Thanks,
Lucy

Peter G.

Peter G.asked

Hi,
Where in the contract do I look to quickly & effectively calculate an early payout figure?
Cheers
Pete

No answers

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