Customer Resources & Communications

Prevost Clean + Care is an all encompassing program for your business today. Click here for a complete outline of the program since it will continue to be updated with new offerings. It includes many initiatives and solutions, such as:

WARRANTY EXTENSIONS - Prevost was the first to offer a Warranty Extension program on parts and coaches
- For qualifying parked coaches
- 24 month parts warranty
FREE ONLINE TRAINING - from Prevost Technical Institute gives an learning management system that is trackable and provable. Use this time to learn new subject matter or brush up on existing skills for drivers and technicians.
CONTACT US CONFIDENTLY - Prevost has set up a way for operators to reach us even when many are working remotely and operators may be unsure who is available. The email prevostcrisissupport@volvo.com is being monitored for any needs or requests.
STORAGE AND CLEANING - Easy access for downloading processes and procedures from our Technical Publications are always available on our website and include:
- Storage and startup guidelines for parked coaches
- Cleaning procedures and instructions
CONTACT FREE - Operators can feel comfortable dropping off and picking up vehicles – all contact free. Centers with parts warehouses have also instituted a process for contact-free parts pickup for customers’ convenience.
BACK TO BUSINESS – In order for operators to be ready to get back to business, Prevost developed an offer that includes creating ways your riders feel comfortable about the equipment in which they are being transported. Prevost has many options already available and more to come.
- New driver barriers
- Passenger inforrnation decals for coach exterior
- Passenger warning and information decals for coach interior
- Floor decals for social distancing spacing
- Air purifier systems
- Improved ventilation with fans in roof hatch options
- Hand sanitizer dispensers and installation suggestions and instructions
- Alcohol-based hand sanitizer (4L)
- Electrostatic spraying treatments at Prevost service centers
- Filtration systems
- Masks (disposable and branded) are available for operators to provide to riders and staff for additional confidence and protection
- Face shields, gloves, safety glasses and other PPE
- Seat Distancing decals, headrest covers and seat banners to customize preferred seating layouts
- Passenger partitions

Our service network continues to be available as all Prevost service centers remain open and the Customer Support team is just a call away. Parts are available and being shipped daily, and our PASS line is available 24/7 for assisting with scheduling and warranty work. Just call 1-800-463-7738.

Additional initiatives are coming, continue to be in touch with your Prevost Regional Sales Manager and Customer Support representatives or check back here for updates.

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Always available for your requests, requirements and questions

We are with you during this time of uncertainty and we want to let you know how to best reach us during the crisis. Please use the email address below for any concerns or questions you have, or if you just need to reach out:

prevostcrisissupport@volvo.com

This email account is being monitored closely and you should expect to receive a response within one business day. As always, thank you for being a part of the Prevost family.
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Message Regarding Temporary Closures During COVID-19 Crisis

(March 24, 2020) During this extremely volatile and challenging time for all of us, it is essential for Prevost to maintain transparency in communication with its customers. Read the full letter.

COVID-19 Update for our Customers(March 18, 2020)

Dear Valued Customers, As an important member of the Prevost and Nova Bus families, we appreciate your partnership and the trust you place in us to provide you with the best experience. As the circumstances surrounding this global health crisis progress, our thoughts and well wishes are with those affected by the outbreak of the coronavirus, COVID-19. Read the full letter.

Solutions

STORAGE AND STARTUP GUIDELINES

While many coaches are temporarily parked during this time, there are steps we recommend taking to keep them in tip-top shape and prepared for getting back on the road when the time comes.

Read our Guidelines document here.

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Warranty Extension

(March 24, 2020) In an effort to ease concerns about the loss of warranty time on coaches not currently in use, we are offering our Tour & Charter and Entertainer operators a warranty extension on all coaches parked due to the COVID-19 crisis.* Coaches must be covered under our regular 24 month warranty as of April 1st, 2020. Read the full letter

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Call our Prevost Action Service System (PASS) anytime 24 hours a day/7 days a week at 1-800-463-7738.

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PARTS & SERVICES STATUS UPDATE

(April 14, 2020) The Prevost Parts & Service Teams remain committed to providing you with the best possible service during this time. We have implemented new procedures to promote safety for both our employees and our customers. These procedures include contact-free coach drop-off and parts pickup, extra measures to systematically sanitize high-touchpoint areas, and encouraging team members to practice safe social distancing.

While all of our service centers currently remain open, many are operating under amended hours. We have added a brand new interactive map on our website to show you all service center information. The details are being updated daily, and we encourage you to check back frequently for the most current information as this is an ever-changing situation.

Contact-Free Drop-Offs
We invite customers to participate in contact-free vehicle drop-off to minimize risk of exposure. Simply follow the easy steps below to set up your appointment today:

Call the service center of your choice and discuss your service needs
Establish a service plan with your advisor and exchange all vehicle information over the phone
Determine a time with your service advisor to drop off your vehicle
Drop off your vehicle at the appointed time. Your service advisor will contact you with any questions or concerns that arise during service.

Once the work is complete, your service advisor will contact you via phone to arrange pickup and payment.

Contact-Free Parts Pickup
We understand access to parts remains critical during these times. To provide a safe and timely option, we’re now offering contact-free parts pickup at our service centers.

To utilize contact-free pickup:

Place your parts order online or over the phone
Call your local branch to set up the pickup time
Proceed to your local service center to pick up
Follow local signs and directions to Will Call area
Call the service center branch upon arrival to confirm pick-up
Sign your paperwork and take your order

If you require service support outside of a service center, we encourage you to contact your Customer Support Manager directly via phone or email. A list of CSMs and their contact information can be found on our website.

We are here for you during these uncertain times and encourage you to contact us at prevostcrisissupport@volvo.com for any crisis-related needs.

Thank you for being part of the Prevost family.

Resources

The Federal CARES Act

(April 2, 2020) The latest relief package from Congress, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was signed into law on March 27. The $2.2 trillion package is intended to offer relief to Americans in the wake of the COVID-19 pandemic.

In an effort to keep you informed as the situation evolves, we’ve provided links below to resources to help you better understand what the CARES Act entails and how to take advantage of the offerings included.

We encourage you to take the time to review the presentation from the U.S. Chamber of Commerce where you’ll find major provisions, implementation and resources.

The Federal CARES Act Presentation (U.S. Chamber of Commerce)

Small Business Guide & Checklist (U.S. Chamber of Commerce)

U.S. Chamber of Commerce (Official website)

Small Business Resources (CO by U.S. Chamber of Commerce)

We also welcome you to reach out to us at prevostcrisissupport@volvo.com and let us know how we can help. Things are changing daily, and we will continue to add information to our website and social media channels as updates become available.

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Buses Move America resources from ABA

American Bus Association (ABA) response to COVID-19

United Motorcoach Association (UMA) resources on COVID-19

American Public Transit Association (APTA) response to COVID-19

Industry Videos

Motorcoaches move 600 million passengers each year, yet Congress is "missing the bus" on the economic packages providing relief to other members of the transportation industry. Watch this heartfelt message from the ABA, DC Trails and TMS on how to show support for the motorcoach industry.

Industry Veteran Shares Appeal for Assistance

Prevost operator Brian Annett of Annett Bus Lines shared this message calling for government assistance to the motorcoach industry to support the many small businesses in need due to the COVID-19 outbreak. Watch the video.