Foley Motorsports

Dealer Response

This is in response to Alison and Greg's unsatisfactory review pertaining to the purchase of their 2013 BMW X5 35i xDrive Sport Utility. Foley Motorsports takes pride in that our sales and service team make every effort possible to provide the best customer service we can in a business that comes with its everyday challenges to do so. We hope that our on-line reviews speak for themselves and separate us from other pre-owned dealers and are a testament to RJ and his team always try and do what is right and right for repeat business and customer loyalty. We reached out after the review was published to try to make amends (including a free full reconditioning due to the wrappers being missed in the seat back pockets) but an agreement could not be reached Mr. and Mrs. Dery are accurate in regards to replacement of 3 tires at delivery , right front & both rear tires. Prior to deliver the reason Foley Motorsports only replaced 3 tires was due to the drivers front tire already having been replaced by the previous owner and measured at 9/32 of an inch. They are correct that all tire treads should match. To clarify the new Bridgestone Dueler Run Flat tires that we installed had a tread depth of 9/32 and this is the reason for only replacing 3 (the 3 Tires replaced perfectly matched the existing tire) The customer did contact us in regards to a leaking tire valve and informed us that they had it repaired. The customer was not able to fully describe the cause of the leak however it sounded as though it was a loose valve core, again it had been repaired prior to Foley Motorsports being able to evaluate the failure. One month after the customer had taken delivery of the vehicle the Foley Service team was informed of one of the tires having a bubble in the sidewall. At this point Foley executed pick up of the vehicle and delivery of substitute transportation to the owner's home in Roslindale Ma from Shrewsbury. Upon evaluation of the vehicle it was quickly determined that the tire had suffered impact damage to the extent of leaving a rubber line on the alloy wheel showing where the rubber had folded up over the edge. This impact caused catastrophic damage to the steel belts inside the tire in turn causing the bubble. Foley without questioning the customer replaced the tire as a gesture of goodwill in consideration of the vehicle having only being one month old and having been originally handed to the customer not thoroughly cleaned. Once the tire had been replaced again Foley inspected all of the valve stems, performed a re-cleaning of the vehicle and delivered it once again to the owner home. Two days after having the vehicle back the customer contacted Foley Service again and informed us that there was a problem with another tire. The customer told us that air was leaking out and did not want to bring the vehicle back. Foley Service authorized the customer to have the tire evaluated by a tire repair facility of their choice and to have them inform us of the reason for the failure but at no time agreeing to pay for the repairs until the cause of the failure was determined. After the tire repair facility informed the Foley Service Department that the tire had been punctured and was not defective, Foley Service opted out of paying for the replacement of yet another tire. We do understand the customer is dissatisfied with this decision. Foley Service was not able to duplicate customer's report of black smoke from the exhaust system. The vehicle did not have a check engine light or any faults stored in memory during the multi point delivery inspection. The vehicle is still currently covered under its full factory warranty. We believe that an honest effort was made to resolve the problems with Alison and Greg's tire issue professionally and in a timely manner. Foley Motorsports will continue to hold customer service as our most important responsibility which was certainly put to the test with this X5 and it's tires.