Terrific experience, my 3rd lease with NLC. Alex Alibrando did a great job looking after all my requirements from selling an old "trade in" vehicle to sourcing a car at a great price and the list goes on. Fast efficient and reliable, thanks NLC and Alex.
I'm going on to my 3rd year with a lease from NLC... They have been great, the whole process of getting my car to continue to maintain it while in the lease has been excellent. I look forward to leasing a bigger car soon.
My only issue would be the cost of breaking my lease to upgrade my car, we had a surprise child which means i require a bigger car. The cost of this is quite large... otherwise i can't complain.
SAVE YOURSELF THE DRAMA
Customer service extremely poor, their main focus is outcome i.e. signed contracts. Lack of compassion demonstrated and little to no transparency for the customer. [name removed] is very rude and unhelpful, by all means take these all of these valid negative reviews about NLC's service and brand serious! As you are far better off going through another provider. What will start off as a friendly service will quickly turn into an unnecessary circle (and i mean circle) of misinformation and directed to multiple people/departments with incompetent dealings or useful information. I feel bad writing this but honestly save yourself the drama.
First payslip came as a BIG surprise!!
They will not give you enough information unless you categorically ask. Ever remember reading software T&C before installing? Their paper works are similar to those. Even though I thought I was paying 700 per fortnight (based on the big bold written amount in their paper and countless conversations), the payslip says I am paying close to $900!! After contacting NLC they explained that's how it works. 700 is not what I am paying them. Instead it is amount that is I am taking home less. Apparently this is a very FAQ from all customers. Still they decide not to explain or clarify beforehand!! Poor and greedy style of business
If after reading this review you still elect to use NLC, then you deserve everything that comes your way.
This is the single worst consumer experience that I have ever encountered. This is my second review as after my first review the nightmare continues.
It has taken this company nearly a year to update my details. ONE YEAR! One whole year!
And it's not just it's taken a year, it has been a year of nightmare after nightmare. I have to send my details, again and again. Two cancelled fuel cards without notice, still haven't received after being promised it was going to be expressed posted 7 days ago.
Seriously if you use them you deserve everything I am getting.
I am at my wits end and have no other options left but to warn others to stay away. Far far away!
incompetence = NLC
I was involveld in a total loss accident in September 2017, it is now 16th August 2018. And this company still can't update the correct details for my replacement vehicle. It has been an ongoing living NIGHTMARE!!!!
I am not kidding, every month or so I get an email asking for my
- total loss proof
-substitute vehicle certificate
-new vehicle tax invoice.
And every time I have to resend it, obviously have never heard of saving a file.
And to add salt to the wound their customer service team leader contacted me to berate me that I had not provided these details originally.
Only for me to resend my original email to her containing everything that was required, way back in October last year.
Seriously no joke, it has nearly been ONE YEAR and my details have still not been updated.
NLC = INCOMPETENCE
Novated Lease through NLC
I’m a HR Directors and was provided with Dan Hudson as contact for the potential purchase a car through a Novated Lease arrangement. Dan has been supported me over a 6 week period while i made my decision.
Dan was terrific throughout this process and was extremely helpful. He was very informative, honest and diligent all the way through my journey.
It was great to have a trusted advisor and support. I found the car I wanted and have been thoroughly it.
Dan is certainly one in a million. I’ve had a novated lease before and their service doesn’t come even close to being good.
Thank you for having such a great team member to work with.
Stay away from NLC !!
I wish i had read these reviews before dealing with NLC. Thankfully, we have not gone through the lease with them. We've asked them to provide quotes on few of the options provided and we received good response on quotes but the process nightmare start right after when we go to the next step, they could NOT deliver the quoted price or marketed offer advertised on their own website we wasted time going back and forth.
The agent tried all gimmicks to sell 2017 plated car for higher price with same spec of 2018 originally quoted (also advertised) and thankfully we spotted the difference of the previous quote. All we wanted was to honor her own quote and promise but she could NOT deliver. Felt time wasted, we could have gone to another provider but we lost an opportunity before EOFY.
Was weary after reading these reviews but couldn’t be happier!
I came across this review site after I had signed my paperwork already- and became quite worried!
However, Davide at NLC has been fantastic! NLC came back with a competitive quote compared to Remserv that my employer mainly uses.
Questions were answered promptly and no question was too dumb!!
He secured me a great price on my vehicle including all my extras (plus more)!
Couldn’t be happier and we would definitely use NLC again in the future!
DON'T USE NLC FOR YOUR TRADE IN!
Don't use NLC for your trade in! They were super quick to put me into a new car but when it comes to taking your trade in they are at best useless and at worst thieves! It took 2 weeks for them to come and collect my trade in car and now a week after they collected it, they still haven't paid for it but a check with Vic Roads shows it's no longer registered in my name. They don't answer emails or phone calls and I've a good mind to report it stolen!
Nothing but GREAT things to say
I'm currently in the process of negotiating my third lease with nlc and have been a happy customer since 2010. My queries have always been fully resolved in a timely manner and staff and consultants are lovely to deal with. I'm really happy with the flexibility in my lease options and the willingness for them to work with me on what can at time be challenging queries! I must admit for this third lease I obtained quotes from competitors, and while nlc does seem a little more expensive on the face of it, I have decided to stay with nlc because I know I can trust the service and can tailor my lease for what I need. I highly recommend them!
Remarkable capacity to completely ignore clear instructions
I asked for an advertised car at the advertised, drive-away price.
I also asked for the lease to only cover fuel and the car price.
NLC attempted to:
Double-charge for the green slip and registration on a drive-away deal 5 consecutive times.
Include extras I had asked to be removed in EVERY communication, in every quote.
Charge for an extra 3-year warranty on a new car that carried a 5-year warranty, which covered less than the manufacturer's warranty. This wonderful privilege cost $30 a week.
Pressured me to sign a deal where the car price was increased by $1500, and the total contract cost increased by $3000, for no reason.
Could not explain why this quote was more expensive, or why 3k of extras were added in.
Added a $1k dealer delivery charge from Sydney to Canberra (see below)
Refused to answer my calls after I signed the final contract, on multiple occasions.
Told me the car would be delivered from Sydney within three business days at most.
After several emails and calls to get the delivery number, I called the dealer to find out delivery would take TWO WEEKS, which they had told NLC from the start, and that the car was coming from Melbourne.
They still have not delivered the car.
I expect more lie before I actually get this car, which may turn out to be a goat covered in corrugated iron.
Over-priced, poor service and pushy
Among leasing companies NLC are the most expensive.The service was pushy and I was pressured into paying for redundant and incredibly overpriced items that I didn't need (a safety kit for $500 that I could have picked up for $50 elsewhere, and the carbon offset which is an ongoing payment). I feel really, really ripped off and would have been better off getting a personal loan.
Once I had the vehicle, the service was non existent.
Lease with NLC
This being my 1st time in leasing a vehicle my experience has been quite pleasant I did some checks on what vehicle I wanted & what was the best price available I found the vehicle I wanted at the best price but NLC was quick to tell me to lock it in with the dealer all the admin was done by NLC with no problems with them or the car dealer both were very helpful the only glitch was by my employer not doing their side of the admin??? overall so far so good
Don't lease with NLC
I wish i had read these reviews before leasing with NLC. It's been a nightmare from the beginning. It took over a month from speaking to them to getting the car, repeated delays and a completely incompetent consultant lying to me the entire time. She tried to send me to a dealership to collect the car knowing it wasn't even there!! Tried to trick me into paying $500 carbon reverse fee, saying she'll "cover it in the background", only for it to appear on my statement! It took weeks and multiple complaints & emails to have it removed. No apologies whatsoever!! I made a written complaint about my entire experience, only for a very sarcastic & condescending "manager" ring me and say it was the dealership's fault for delays, not their fault and that "he will defend himself and the consultant". What, you're still not apologising? To make matters worse I had to email that manager and remind him he had promised to call and discuss my complaint. I had to email him more than a week later to remind him he didn't follow up!
More importantly, I've done my sums in fine detail. I would have been THOUSANDS better off buying the car and getting a loan. Leasing with NLC is not convenient nor a good deal. I was recommended NLC through my employer trusting it would be good value - big mistake!.
Beware also - I've been charged a $137 establishment fee (plus ongoing monthly $30 admin & maintenance fee) that I never agreed to nor was it ever discussed. I can't even find it in my contract!
I received an email on 22nd March saying my fuel card and welcome pack were on its way. Multiple unreturned emails later, it still never turned up & i had to call again to chase it. Turns out they never sent it and posted it the day after my latest call to them.
Also beware when your consultant quotes you all these prices on the phone (lease, insurance etc) that its not GST Free prices they're quoting you, so you end up in a contract paying literally hundreds more than expected. Same thing happened to my colleague and they're now out of pocket $400 more per month than expected. I'm down $240 more than expected due to misleading figures from the consultant and the way they type the offer letter up. Its unclear and misleading.
I'm considering going to the Financial ombudsman, especially after dealing with such a sarcastic and arrogant "manager" who seemed absolutely uninterested in the stress and worry NLC caused me trying to chase up the missing car.
Beware as written in other reviews, that they'll tell you any delivery date you want to hear.
I ended up in a hire car and forced to sign a $2,000 excess while i personally had to chase the whereabouts and delivery date of my car.
NLC - I THOUGHT THAT WAS YOUR JOB??!
Why did i have to ring and email the dealership?
Please compare other leasing companies. . NLC fees are higher than other companies but i only know this now!
Best Leasing company
I think this is about my 10th year with NLC and my 5th lease vehicle. Nothing but praise for the service and in particular Ellen. Best performance was email on a Monday for a quote, and car was available on the Friday. I have dealt with other Lease Providers but no one comes close to NLC for performance, value and exceptional customer service.
Not good at all
When I put the vehicle order from through at the end of March, I was told the delivery is expected in 7-10 days. It's 16th April today and I still don't have a firm delivery date yet. Now I'm in a situation where I need to use Uber to get around and don't know how long I will need to keep doing so.
NLC - There are better ways to buy cars and better lessors
Apart from the convenience of having a single (very expensive) payment to cover you vehicle expenses, once you actually do the sums, especially factoring in NLCs use of expensive and inferior providers for insurance etc, you are better off going elsewhere. Even among leasing companies NLC are expensive.
I'm unsure where the good customer service reviews come from... most of my time with NLC was spent finding ways not to call the 'used car' types that run the sales team.
Just finalised a lease... bought a new car using dealer finance at less than half the rate and didn't feel like I'd been scammed like my NLC experience.
NLC Insurance = Disaster
NLC insurance (underwritten by Hollard) is absolutely abysmal.
Let me get one thing straight upfront, leasing the car through NLC was fantastic. [name removed], in particular, was very helpful, they got us the best price, and everything was professional and efficient.
Unfortunately, we opted to go with their branded insurance, which is underwritten by Hollard. In early Feb 2018 we had to make a claim after an accident. The initial call was handled well, getting all the details and with great empathy, considering the ordeal my wife had just been through. We followed up that same day with the claim form, police report number, and everything else they asked for. That's when the wheels fell off.
Of course like other policies, there is only 14 days car hire on the policy and if I hadn't pushed them, not a single thing would have been done by them in that first 2 weeks. It took 9 days for them to make the call to the towing company to move the car from the holding yard to the nominated repairer. By this stage I was already frustrated because I knew it would take a few days to be assessed and weeks to be repaired.
There is absolutely no reason why the vehicle couldn't have been sent to the repairer the very next day. But during that 9 days not one email was replied to, and I got nowhere on 4 phone calls. Here are some other highlights:
- I had to provide the police report # and our bank details several times, despite being in my original email on the day the claim was made.
- It took 3 weeks for them to report to us the other party had accepted fault, despite the fact the other parties insurance company called me 2 days after the accident admitting fault and asking if they could process the claim.
- 2 out of 13 emails were replied to
- On the phone I was promised multiple times by more than 1 person that I would not have to pay any excess when I picked the car up. Guess what, went to pick the car up and was told the $500 excess was due. Called them and they couldn't do anything as their system was 'updating'.
- On that call I was promised the reimbursement for the excess and the hire car would happen the very next business day, and it still wasn't processed 2 weeks later when I called chasing it.
- Every time I spoke to someone they had to take the time to read 'unread' emails from days and weeks before, of which no action had been taken.
They were 100% reactive and 0% proactive on my claim. The staff I spoke to were always nice and professional and had empathy for our frustrations, so I am forced to blame management and their business systems for the massive shortcomings.
The policy was substantially more expensive than other providers. I am 47 years old and I have never had an experience with a business that caused as much grief, stress, and frustration as this one. It's incomprehensible to me that a business can be run like this.
Absolutely abysmal. It's now 10 weeks after the accident and the car has only recently been repaired, and we have only just received our reimbursement. My insurance cancellation form was submitted within an hour of the final reimbursement.
My advice is - definitely consider NLC for leasing, but use a proper insurer and not theirs.
Avoid NLC and NLC Insurance at all costs.
Our salesperson provided us false information. During the process we received leasing quotes which we had signed then to be told afterwards that due to our accident history that our insurance was going to increase substantially. Then when we queried it, we found that their insurance had notated that we had 2 accidents within 3 years which was incorrect and they matched the insurance quote that we last received.
Then unfortunately we have had to make a claim recently and we called on a Saturday. We were told they have 24/7 claims, this is a lie. They took the details as if they did yet then passed it on to the claims team for us to call later. My husband made the claim (who on signing all the original contracts was to be authorised on the account) yet they called me on Tuesday stating I had to authorise him. They stated they would call him back to work through the claim. On Thursday my husband had to call them back. The people he spoke to had no record of our calls and I had to re-authorise him again. Extremely poor service.
We have been with Allianz before NLS for 7 years. They are brilliant. When we had an accident they arranged everything. The hire car, smash repair. It was seemless. Not NLC, they recommended we find our own repairer, refused to pay for the hire car upfront and stated we have to pay for it then make a claim to be reimbursed. Unfortunately, we are now stuck with them until the repairs are done.
I highly recommend that you avoid NLC and if you are stuck with them like us that you switch insurance companies immediately. This is the worst experience I have ever had with an insurance company.
Questions & Answers
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.