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...et 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.
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
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...t 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.
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.
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. ...
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.
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...ly 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.
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.
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.
Questions & Answers
If I have insurance with someone else and need to pay an excess, can I use my nlc account to pay the excess?
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 email@example.com . Thank you,
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
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.
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: firstname.lastname@example.org or phone 1800 652 652 if you would like to get a breakdown/payout figure. Thanks, Lucy
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.