Kyle F.South East Queensland, QLD
- 2 reviews
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 more
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.
1 comment
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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!
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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...Read more
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 ... Read more
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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 more
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.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.
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STRSydney, NSW
- 6 reviews
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 more
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 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 more
ails, car registration and your full name to [email protected] 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
- 3 reviews
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 [email protected] so that I can arrange for a senior customer support representative to come back to you. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
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...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, LucySimilar opinion? Write a review on ieatwords.com.au!
Foon CSydney, NSW
- 2 reviews
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 more
nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
SivaCanberra 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 more
ho is assisting you with this matter. Should you require any further assistance, please let us know by emailing [email protected]. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
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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.
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 [email protected] so that I can ... Read more
arrange for a senior customer support representative to come back to you. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
Fed upSydney Surrounds, NSW
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.
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, LucyLucy H.nlc
Hi there, 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 welc... Read more
ome you to supply your best contact details to [email protected] so that we can get in touch. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
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.
1 comment
Lucy H.nlc
Hi JKW, 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@n... Read more
lc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
Rachel K
- 2 reviews
- 1 like
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.
2 comments
Lucy H.nlc
Hi Rachel, 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 more
[email protected] so that I can arrange for a senior customer support representative to come back to you. Thanks, LucyLucy H.nlc
Hi Rachel, since we have not received a response from you with your best contact details we cannot follow up on your request for you. However, if you would like to continue this we welcome you to prov... Read more
ide your best contact details and car registration to [email protected] thank you, LucySimilar opinion? Write a review on ieatwords.com.au!
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.
3 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 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!!!!!!
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
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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
1 comment
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
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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.
1 comment
Lucy H.nlc
Hi Abby, I am sorry to hear of your experience and would like to review the matter as a priority. Would you kindly email your contact details and car registration to [email protected] so that I can ... Read more
arrange for a senior member of our customer support team to come back to you? Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
MuzzySydney, NSW
- 3 reviews
- 1 like
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 2022 model (MY19) vehicle.
Just as I signed with NLC and requested this vehicle, the brand released the...Read more
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.1 comment
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
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LaraFar North Queensland, QLD
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.
1 comment
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
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Bob B.Metropolitan Adelaide, SA
- 2 reviews
Takes some time
Customer service was excellent when we had one consultant working on the project (Josh). When it was passed around when he was on leave, it was not a good experience with days in between contacts.
When Josh was back on the ball, everything was kept under control. It took some time but he kept us appraised of what was happening every day. He ended up getting $4000 more for the trade-in than was offered previously. I am very satisfied with the result.
1 comment
Lucy H.nlc
Hi Bob, thank you for the great feedback. We really appreciate you taking the time to share your positive experience. Apologies for experiencing some delays while Josh was on leave, enjoy the new car! Thanks, Lucy
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Terrible service and high fees, not worth it
Took more than 2 months to get a novated lease and still ongoing. Customer service takes 10-14 days to reply. Despite information provided in emails, they are not actioned and I have to keep following up. Customer service officer also not knowledgeable and doesn't follow up. Eg 'i can't tell you the fees until you've done it'.
They charge a lot and this offsets any tax benefits unless you have very high fuel usage and lease a luxury vehicle.
Finally the stress of dealing with this company is just not worth it. I would rather pay more and not deal with them. Having said that, the novated lease is not worth it with them.
2 comments
Lucy H.nlc
Hi Jean, 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, LucyLucy H.nlc
Hi Jean, 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 welco... Read more
me you to supply your best contact details to [email protected] so that we can get in touch. Thanks, LucySimilar opinion? Write a review on ieatwords.com.au!
Questions & Answers
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
Lucy H.nlc
Hi Joe,
Thank you for your query. Could you please email your full name, contact details and car registration to [email protected]? Based off your details the customer support team will be able to assist you.
Thanks,
Lucy
Peter G.asked
Hi,
Where in the contract do I look to quickly & effectively calculate an early payout figure?
Cheers
Pete
No answers
Sylviaasked
i just signed up to a new lease, do i have the ability to remove the fuel and maintenance, rego, insurance, costs and just pay the lease for the car itself pre tax, remove the other options at a later date? im just thinking if in the future i want to change is that possible. the only small thing i don't like is that the maintenance costs are not pre-tax they are taken out of my post tax pay and its not really worth it for me since the running cost allocations are very high and not realistic.
1 answer
Lucy H.nlc
Hi Sylvia, thanks for your enquiry. To answer your question, could you please email your best contact details and car registration to [email protected] so that I can arrange for a customer support representative to contact you? Thanks, Lucy
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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 more
nlc.com.au so that I can arrange for a senior customer support representative to come back to you. Thanks, Lucy