Royal Moore Collision Center

Think twice before seeking the services of Royal Moore ANYTHING, but especially Royal Moore «Collision Services.»
My Pathfinder required some insured body work, and I kicked-​in additional money for everything else the body required, as long as it was there for «repair.»
I now completely understand why my insurance adjuster gave me a funny look when I insisted that «The Dealership,» i.e. «Royal Moore» do the work. Wow… I sure was wrong about the hypothesis of «who better than The Dealership to fix my Pathfinder?» In fact, I will even admit that to be downright stupid, on my part.
When I dropped it-​off to them, I carefully articulated to them just how much I cared for my Pathfinder, and how I expected them to care for it also. As such, I mistakenly asked them to ‘take their time,’ because I wanted the job done CORRECTLY, AND as per OEM Nissan standards. I also very politely reminded them that my insurance company (and my additional money) was paying more than usually required by any other, reputable shop, for the same job.
About NINETY DAYS passed, and I finally became impatient, and started to inquire as to the status of my Pathfinder. All they said is that «they were working on it.» So I showed-​up, and while still polite, I was starting to become «frustrated.» I brought my camera to document my vehicle’s progress. I found a «junk yard door,» where an OEM door belonged. The Body Shop manager managed to assure me that after they would «work their magic,» I would never be able to tell the difference!
Fast forward another two weeks…
I finally insisted that I wanted my Pathfinder back! So they dutifully comply. I joyfully (yet suspiciously,) picked-​up my Pathfinder.
Fast forward to the next day… after scrutinizing their so-​called «magic…»
Wow, I was UPSET! The «magic door» did not close correctly. The passenger-​side rocker panel had a big dent in the center. And, while this is difficult to describe to anyone without an eye for such things, there were NUMEROUS areas which were visibly (and hastily) painted over previous paint layers (which were visible, too.)
So I politely complained, and asked them to do what I had previously asked (and paid-​for) not only correctly this time, but also in a timely manner. I left the Pathfinder there, again.
Fast forward another three days…
I get called to pick-​up my Pathfinder, again. I arrived to find NOTHING was corrected. I still remained polite… but barely. I had become very tired of the receptionist’s dirty looks and bad attitude. She would no longer allow me to speak with the Body Shop manager, because she was well-​aware of my intent to insist they do the whole job over! So I insisted to speak to his boss… IMMEDIATELY.
His boss shows-​up. He looked (and acted) like the «Royal Moore Guido.» While refusing to become intimidated, I showed him why I had officially become upset, and explained that my initial instructions were clear and concise to the Body Shop manager. He simply walked to my passenger door, opened it, and while he grunted, he simply «bent» my door upward on its hinges, and said, «there, all fixed!» While I stood there in disbelief, he examines the dented rocker panel and proclaims, «nah… there’s no dent there!» I asked him if I, along with seven witnesses and two other body shops were thusly wrong… based on his «proclamation?» I then asked to speak to HIS boss. His boss suddenly became conveniently absent.
Fast forward another two days of me relentlessly calling «Guido’s» boss…
«Guido’s» boss finally figures-​out that I wasn’t going to go away. As such, he finally takes my call. He was extremely condescending and rude. The conversation between us concluded with him trying to convince me that «returning a vehicle to pre-​loss condition is not a realistic expectation,» despite all common-​knowledge that it is indeed possible, and usually MUCH less expensive!
Somebody subsequently totaled my Pathfinder, and spared Royal Moore an embarrassing lawsuit.
While taking a class, a little while later, I met an employee of the Royal Moore Collision Center. He said, «You would not believe the s**t that Shop puts-​out!»
I can only advise anyone reading this to RUN from Royal Moore ANYTHING!
Their «Service Center» is plagued with dishonest business practices, as well. My Pathfinder came back from a wheel bearing change, done by their people. Remarkably, the grease surrounding the lug nuts were completely free from socket marks. Of course, they billed for the service. When they were asked WHY the lug nuts displayed no indication of a wrench, they could not answer.

Customer Service Demeanor: Average & polite.
Initial Repair Quality: Less than average to poor
Warranty Repair Quality: Average but shop stands behind fixing problems.
Would I recommend to a friend: No, not based on our experience as we value our reputation.
In a nutshell: In this bad economy, you would think companies would be bending over backwards to earn you business! Not Royal Moore Collision Repair.
Improvement Opportunities: Establish a quality repair checklist for all repairs and inspect work prior to release to customer. Don’t force the customer to catch problems and also undergo unnecessary interruptions to their personal schedules as a result. No feedback surveys conducted from that department or the dealership so no quality assurance program in place to offer management checks and balances.
Residual Reputation of Business: Poor quality workmanship reflects negatively on the rest of the dealership business.
Where Royal Moore Collision Repair went wrong…
I didn’t want to use the insurance company’s repair body shop so we sought out our own. The Royal Moore Toyota Service department has been great so when we were rear-​ended in an accident, we felt the Royal Moore Collision Center would also offer that great service. Not so much. It’s difficult to offer a good review when they make you go out of your way to have good quality work done. They must bank on the customer being an idiot and accepting the initial cheap repair job rather than consider their reputation in the community. I hate being patronized by customer service only to have to point out a list of flaws in workmanship once we picked up our «repaired» car. When I initially interviewed them, they stated they do top quality work but failed to explain that you will have to return numerous times to get the job done correctly. I picked up our car on a Saturday without anyone to review the work. I should have known better but we were approaching the 4^th week without our car. I brought it home and my wife and I started listing all the problems we could obviously view due to poor workmanship. Tail lights were not aligned, the trunk lid was replaced and not aligned correctly, the paint job was a spot blend rather than a quality effort as you could see the obvious repaired section, the trunk light didn’t light, and there were other fit and finish problems. The flaws were so obvious, our neighbors could see them simply walking by our driveway. Royal Moore Collision offers a lifetime as long as you own your car return warranty for workmanship. My expectation is that I don’t need to return 3 or 4 times to get flaws fixed within 30 days of the repair! We returned the car once to have them keep it another week to do the job right with the list of problems. They did correct the list and finally did a quality paint job on blending but now we have rain leaking down into our spare tire well??? These are rookie mistakes or sly business practices. This was a $ 5000 body job and we initially got $ 3000 worth of work. Not my definition of a business putting its best foot forward. I would recommend risking a different body shop and shop around with BBB and other review sites.