Had no other option but to subscribe for three months during an awful period after a family members death and huge pressure in life, thinking this would be the easy option. I'm also a disabled person (who can drive just fine thank you) who is often seen as a soft target, which is how I feel I've been treated by Carly head office. Local person was great, head office terrible. Just prior to Christmas my employer messed up a payment to me and I had to wait three days which meant my payment was going to be four days delayed. In the contract it says to let them know and you have 7 days grace. I get a very hostile email like I'm in breach, when I'm not. Then they take the money out of the only money I have for Christmas holidays, overdrawing my account and then put it back - too late, leaving me trying to pay for family Christmas shopping with savings. Then tone of emails is like it's my fault, when I was doing what a good customer does.On return of vehicle the car has a fair wear and tear mark on the front bumper. Local contact generally verbally agrees it's fair wear and tear and I sign an iPhone with my signature, thinking it's just to say I've returned the car. I get a hostile email days later saying it's damage (it's honestly on the bumper, and it's either a stone chip or something like someone has nudged me with a shopping trolley). Get a hostile email talking about how it's damage and invoices will be coming, however after a long discussion when I dropped it off about how it was fair wear and tear, but head office would assess, signed document but was not shown contents of it. Hostile email upsets me so I ring and get told fair wear and tear is based on kms.Ring about the industry, including experts in motor vehicle industry and none of them know about this idea and how on earth do you work that out? A car with 20kms can get a scratch on a bumper. And more to the point how two industry representatives thought ridiculous it is for the nature of the mark on the bumper (sent them photos). Arbitrary decision making and tough 'you signed agreement' email follows my concerns in writing - and I let them know I never saw what that agreement was, it was just my signature and I thought only to say I had returned it and that everything was okay. Again, local representative genuinely seems okay, but head office is terrible to deal with.No meaningful negotiation and potentially exploiting those in need of a car. Other subscription leases are up to a 1/3 cheaper and can be sourced through your local car dealership where you don't have to deal with hostility and 'put the boot in' type customer service reminiscent of business tactics of the 1990's. Love my new lease provider and I even sent them the pictures and they were horrified at me being charged for what is fair wear and tear. Lodged complaints with consumer affairs and ACCC.These car subscriptions will all end up in ACCC and ASIC like furniture rentals and other examples of companies taking advantage of people in need.The online platform is often really hard to get to login and the booking process is complicated and lots of paperwork and to and for that I haven't experienced from other providers.They have just sold on the debt to a debt collector, without any discussion of hardship on medical grounds and have ignored the fact it is going to VCAT. I had deleted this review, but the lack of provisions made for alternative payments or discussion of hardship is unconscionable practices and I think that should be a matter of public record.
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