My 2019 Ram had a defective passenger side fender, and since it was a warranty issue, Rockwall CDJR sent me to Rockwall Fords body shop to handle. When I walked in CDJR, I was not greeted and it seemed like nobody wanted to help. I finally asked if they were open(it was 5pm), and Meagan Stepped up to help. I told her about the issue, and she jumped right on it. She took pics, explained the process then sent the pics over, but never followed up with an answer from Ram. I called back a week later, still nothing. Finally after 2-1/2 to 3 weeks, the pics were approved. I got my truck in and they set me up with a rental. I only called once a week for an update, and sadly, I had to initiate most calls, and they couldn’t tell me much when we spoke. I finally got smart and called the body shop direct and that’s when I started working with Shelby. She started off strong, and I felt good about how things were going, but there were a couple of set backs, which I was more than understanding about, but during those set backs, she stopped calling me with updates. They finally got the fender replaced, and it looked great. They did forget to put the pinstripes back on the passenger door and fender, as well as the badges, which I pointed out immediately. I was told I could bring the truck back before 5 on any week day and they would take care of it. I went back the following day, and even called ahead, but all they could do is put the badges back on, due to the cold wet weather. Shelby told me she would give my info to their pinstripe guy and he would come to me and put the stripes on. Well, he didn’t call for 2+ weeks, so I called Shelby. She apologized and said she’d reach out to him. About 3-4 days later, he called. To this date, he has never called me back to schedule, so I just took them off of my entire truck. The part I’m most disappointed in is next. On my way home from the shop on Jan 20th, which was the first day I got it back, I stopped to fuel up. While I was fueling up, I was admiring the great work on the fender, but I noticed a scratch on my passenger mirror, and 2 very small gouges on my hood, right above the newly replaced fender. I immediately called Shelby to inform her, and she instantly said they didn’t do it and it was a rock chip, I politely disagreed and asked her to look into it the following day when I was going to be at the shop. When I was at the shop the following day, I pointed it out, and she continued saying it was a rock chip. I was very nice about it and told her whatever it was, it wasn’t there when I turned the truck over to Rockwall CDJR. She offered to get with Courtney, who took over with helping me, to see if he had pics. When I called to ask for an update, she said she hadn’t been able to speak with Courtney, but would keep trying. Another week passed and I hadn’t heard anything, so I called Courtney and got the pics myself. They were not broad enough pics, and only showed the defective fender, so I asked him if I could get the other pics, and who I needed to speak with, I never heard back from him. I called back later that week and spoke with JB(?), who was awesome, and he got with Meagan who had pics of my truck from the initial report, which clearly shows there was no damage when I turned the truck in. I called Shelby to inform her. She was very hesitant to offer to look at them. I obtained her email, emailed the pics, highlighting where the damage was and was not, and still haven't heard back from her, and that’s been 3+ weeks. I even emailed her again to ask if she had a chance to review... and haven't received a response. Sorry for the book, but this service was ridiculous! The gouges are very minor, and I could probably live with them, but this is now about the principle of the matter. I don’t know where to go if this essay falls on deaf ears, but I’m ready to do so if necessary. It’s comical how small these gouges are, and that I was in a rental from Dec 10 to Jan 20, but it’s also comical to know this is how you treat your customers.