Russell Nalbone Jr.

westburywhitehorse1

Nov 6, 2024

DealerRater

Russel is. amazing. A diamond for Crown Volvo. He is always timely in his communication and followups and provides great assistance with obtaining parts and accessories.. Thank you for everything you do!

westburywhitehorse1

Nov 6, 2024

DealerRater

Charlie was instrumental in assisting with clear concise thorough communication and interpersonal skills. Difficulties arose when communication was blurred and not comprehensive.i have had a strong relationship with Crown on the Jaguar side since 2011 with positivity and respect. Charlie diffused and handled the situation in a manner thst anyone could appreciate. Through his clear explanation of the issues and resolution.

westburywhitehorse1

Nov 6, 2024

DealerRater

I recently ordered accessory parts from Crowns diamond in Parts Russel Nailbone who handled everything brilliantly. He also arranged with Charlie Apple to install a 25mm lift kit purchased directly from Sweden aftermarket and not a Volvo part as I had lost 9 cars in Hurricane Helen and only my 2025 XC90 survived. I booked and appt for service to install. But was called 2 days later to say they are short staffed and the first available would be a week away from initial date. I received a follow up call after i enquired from parts if they would fit in my xc90 to travel to Ferman Volvo as they could do the installation at the original time. As it happens the parts were 2 large to accommodate so i left the booking unchanged. However the news that I was contemplating Ferman as an alternative reached Brian in service and he called me to say he wasnt aware the urgency (due to my pending travel) and that he could in fact squeeze me on Fri. I accepted. Thurs came and my xc90 began to get an air bag warning light instructing me to immediately drive to nearest Volvo for service due to safety concerns..This is where the cluster of dominoes fall in handling. I have a car with jaguar next door that will be 11 mos in service.. Im fine with it because the level of respect shown to me from the onset is reciprocated. The communication is thorough with explanation and if there are issue that arise i fully understand cost of doing business and that staffing can create domino effect in various way. I have been Crown as company since 2011. Since that time 7 car have been purchased. 2 on Volvo side of the house. My requirements are simple. Greet me not me looking at your head or papers you have already drawn up and place in front of me to sign as the first form of meet and greet. Fully explain what you are presenting whether its the issue as to why after 2 hrs of waiting you now have a loaner to give and need to keep my car another 2 business days. Or what the prices you are quoting are for both the item and the labour and when i ask is the issue with the air bag something youve seen before .. Im looking for the detail that I only managed to get from Charlie Apple which was it needed to be escalated to the master high voltage technician of 39 years who is the only one qualified to triage the error. This would have been helpful for the 2hrs in a waiting room before a loaner was offered and even more so when on Monday after having the care thurs and Fri (Fri it was on lock per app after 4 hrs which was the accessory installation work and for which i received no further update as to the air bag issue. Nor Monday until I texted my query to service advisor as the app showed the car locked so Im assuming not being worked on . I waited and after 2 hours i left a vm advising to provide detail of the air bag issue and what they found . I got a text just as i hung up advising short staffed on techs and that they would focus on it the next morning. Again no details about what was found about what they were looking at in the air bag. I texted back for Chris Apple to ring me . He did within seconds. He was professional , patient , understanding and said he would begin to look into and call me back. Which again he did within 30min. He explained that it was not a staffing issue with techs, in that my car request a Masater HighVoltage tech and they have only 1 and there was 1 car ahead of me. I would be next in queue and he would contact me again with an update the next day . This morning he did just that . He let me know he was working on the car and had found its a module issue and the part had been ordered from Jacksonville and is on its way and provided it arrived on time i would get my car mid morning tomorrow. Additionally he planned alternate strategy due to my impending travel to valet the vehicle to my home and also pick up the loaner. Charlie Apple was thorough yet concise . I knew the issue, resolution , action plan and completion plan . GREAT MAN!

rnss396

Sep 28, 2024

Cars.com

My previous vehicle was totaled in a flash flood, The staff at Crown Volvo went above and beyond to help me with a new vehicle.