We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Mini of Stevens Creek

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I began financing this vehicle in November of 2021. First issue I came across was the vehicle having bad suspension that was completely out. I found this out a couple months after having the vehicle after doing maintenance at a local mechanic shop. They informed me that the suspension has been bad for a while and being that I just got the vehicle it was before I had financed it. When I brought this to the dealerships attention they said they would contact me later and did nothing.The reason why Im filing today is for a separate reason. Ive been trying to quote and get appraisals for this vehicle after finding out Im expecting a child. The car I financed from this dealership is a two door 2011 **** A5 and Im in the market for a 4 door SUV. After visiting a dealership, they checked the carfax of my vehicle and the vehicle has rollback mileage on the carfax report that was done by Mini of Stevens Creek. Before I financed the vehicle from them this was not on the report. It seems they had an older version of the report on their website that didnt show the flag for rollback mileage. Its illegal to rollback mileage and is considered fraud. Dealerships will not take a vehicle that has rollback mileage on the report and this can also be a criminal state and federal offense to rollback mileage. The vehicle shouldve never been sold this way. I called Mini of Stevens Creek 6 times to speak to the manager about the issue and they kept giving me a run around saying hes in a meeting, hes helping out a customer, hes out of his office, all resulting in h*** call you back, but he never did. The first time I called I requested that I would like to return the vehicle for a refund because I dont want to deal with a fraudulent vehicle and wouldve never bought it knowing that was the vehicles history, so therefore that is why I am seeking a full refund on this vehicle. (Total amount paid on 1st and 2nd loan, the down payment, & remaining balance on current loan)

    Business Response

    Date: 05/08/2025

    Thank you for bringing this concern to our attention. The customer was contacted by the management team and provided with the corrected Carfax. A member of the ***************************** followed up with the customer to ensure all of their concerns were resolved. 

    Thank you. 

  • Initial Complaint

    Date:10/14/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Have attempted to contact dealership by leaving multiples voice messages, emails, and chats. Purchased Mini ****** from dealership on 01/12/2022 to include Mini Maintenance Upgrade for $2949 Sold Mini on 09/22/2024 Attempting to be reimbursed/refunded for remaining balance No return call or information provided

    Business Response

    Date: 10/17/2024

    Thank you for bringing this concern to our attention. A member of the ***************************** has reached out to the customer to assist with their cancellation. 

    Thank you. 

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought brand new engine, not refurbished nor used on 6/12/24 Engine arrived with thread hole sheared off and cracked please see pictures on thread Mechanic sent Mini required documentation 07/02/24 Mini of Stevens Creek CA failing to replace defective engine (Brand new engine) in timely manner This engine and Mini's customer service are both broken BMW customer service case number is ******* There are many more pictures on the email thread I would like to forward but it is too big to attach here Can you please help, Please

    Business Response

    Date: 08/12/2024

    Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

    Thank you. 

  • Initial Complaint

    Date:12/12/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    September 2023 car purchase. Ran credit without authorization (8 inquiries.) Put the car loan with a credit union (I already had funding from my own bank and cash.) destroyed my credit score. Promised to resolve this with 3-6 weeks. Ignored phone calls, emails, reviews. **************** manager called and promised to resolve. Never happened and then ignored my calls for resolution.

    Business Response

    Date: 12/22/2023

    Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

    Thank you. 

  • Initial Complaint

    Date:06/06/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a used car on Saturday, April 29, 2023. The next day, a red alert showed on the dashboard, and research suggested that the car is not drivable. Contacted the business, who agreed to tow the car back and accept the return; the car was towed and returned on Monday, May 1. I was told the refund would take 7 to 10 days to process.In the meantime, my check was temporarily held by my bank. Despite my having returned the car on May 1, the full amount was debited from my account on May 5, after the car was returned.On May 19, I tried getting attention to resolve the issue via the chat function of the site; the person politely took my information and said she'd get me a call back.Called May 22 concerning the lack of callback and to resolve; was told that the manager was in a meeting and would call back later.May 25, received a collections notice that a $15 charge was sent to collections, and that i had to resolve it. For the car that the business collected funds for, and even took after the car was returned.With more urgency, I called and demanded to speak to management; was transferred to Dakota, who apologized and claimed that his boss, *******, would be the only one to resolve this, and it would have to wait until May 26.May 26 my wife contacted business and ******* claimed the check would be in the mail the following Monday.It's Jun 5, and I've left 4 messages today with various support folks and the business is totally unresponsive.There are several issues with this transaction: 1. Car should not have been sold in that condition; the *** system was 100% drained of hydraulic fluid, and online reports say it is unsafe to drive.2. Business should not have processed the payment on May 5, after the car was returned 3. Collection of a $15 fee should have come to my attention, not gone straight to an agency; it should not have happened. That needs to be cleared up.4. Total lack of accountability and responsiveness from every interaction

    Business Response

    Date: 06/06/2023

    Our business office processed the refund yesterday and check will be distributed today. We will contact our customer immediately to resolve.

    Customer Answer

    Date: 06/06/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************

  • Initial Complaint

    Date:05/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    April 8th I purchased a car through Mini Stevens Creek did a down payment of $3000. ************** was purchased for the car. A week later I call the bank to make my payment to find out that I was never approved. The dealer asked my to resign all paperwork which still consist of the $3000 with the ************** included. Basically it was ************* of bank. That same week I was T-*********** Im dealing with a total loss. Ive contacted all my resources to go through the claim. Once it came down to calling GAP insurance I found out that the dealer had removed my gap protection without my consent the same day I walked out the dealership. *** contacted the dealer various times, messages after messages. I have asked to speak to the finance ********************* who was the one to sell me the protection. He continues to avoid my calls. I would hope they would be more professional and try to help me as hard as they helped me to buy the car. instead they leave me in the dark

    Business Response

    Date: 05/11/2023

    Called *************************** however could not reach her, left a message. We have identified she still has GAP on her contract, it was rewritten at a lower cost not removed. As soon as she calls me back I will go over with her in detail. 

    Customer Answer

    Date: 05/11/2023

     
    Complaint: 20047106

    I am rejecting this response because:

    Sincerely,

    *****************************

    Business Response

    Date: 05/12/2023

    Got in contact with ****** regarding the *** insurance. She understands she does have it on her contract still however the issue was that *** has not been registered. ****** is currently working on registering *** so she can start her claim.

  • Initial Complaint

    Date:04/18/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a certified pre owned 2013 ****** Impreza from Mini of Stevens Creek on November 10th 2022. The vehicle broke down and went into the shop on December 30th 2022. I bought the vehicle outright in cash. The car is still in the shop and cannot be fixed. I would like an entire refund.

    Business Response

    Date: 04/18/2023

    I have my Service Manager reaching out to our customer for further information and to find a resolution.

    Customer Answer

    Date: 04/20/2023

     
    Complaint: 19953208

    I am rejecting this response because: They continue to say the car will be ready on a certain date but the car is never ready. They keep running me around and saying it will be fixed & ready but never is. I would like my money back in full. 

    Sincerely,

    *************************

    Business Response

    Date: 05/01/2023

    ********************** vehicle was completed and delivered to her on April 19th at no charge to her.

    The customer was in possession of a loaner vehicle while her ****** was being repaired.

    There was a delay due to our service team waiting on a specific part to come in. 

    Thank you

  • Initial Complaint

    Date:04/04/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The complaint is about the long pending deposit on my car that Ive never got the refund and how unresponsive the sales manager is.I have been told by the dealer that Ill receive a refund within 2 weeks after paid my car, but after 3 months I still havent got the refund. Ive called the sales, finance manager and the shop many times requesting for the refund, and every time they tend to perfunctory on that saying they will address it and then never follow up. And the shop manager never picked up the phone or respond to the voice mail. Now after 3 months trying to reach them over 20+ times, Im seriously concerned and doubt if this shop is a scam!

    Business Response

    Date: 04/04/2023

    General Manager spoke with ********************* and explained the $250 was deducted from the Sales Price at the time of sale. She was unaware of this but after explanation she understands, this discount is on her purchase contract.

  • Initial Complaint

    Date:03/03/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a mini countryman 2023 from mini of stevens creek on 02/19/23. I signed the contract which the interest rate is ****% and I paid **** bucks for the down payment. But the dealer call me in the late afternoon on 03/01/23 and said the interest rate changed to ****%. If I can't accept I have to return the car. I asked for the document to prove the new interest rate but they didn't reply. Then I received a letter for cancellation of contract and demand for return of vehicle on 03/03/23. I think the contract is over ten days and they don't have the right to cancel it.

    Business Response

    Date: 03/15/2023

    Thank you for bringing this concern to our attention.

    We are currently working on addressing this concern with *************. 

    Once we have an update, we will contact the customer.

    Thank you. 

  • Initial Complaint

    Date:10/14/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought the car for $11k on August 8, 2022 with a $1k oil change package.
    The car was said to be previously owned by a *********** service employee and therefore well maintained and in excellent condition.

    White smoke a week after purchase.
    Paid for diagnostic.
    Dealer asked for 7500 for further diagnostic.
    A week later the car overheated and wouldn't start. Towed it to the dealer.
    Dealer asked for $250 for a diagnostic.
    Then did the diagnostic as a "courtesy."
    Said they needed $16,000 for service & parts which included the new engine.
    It has been at the dealership since October 8, 2022.
    I've tried to be in contact with the GM, ****, at Mini Cooper of Stevens Creek but have been put on hold and told it was an "As Is" sale even though the words As is were never mentioned prior to this.
    Went in to the dealer Thursday, October 13, 2022 and was told the GM, ****, would be back from vacation ********** the next day. I went into the dealership October 14, 2022 and was told that his flight was delayed and wouldn't be back until Monday.

    When I asked to return the car they said no. I've already spent $1300 in repairs.
    All the managers on duty said there was nothing in their control or power to help me or any solution recommended. They literally just tell me to wait and offer nothing. I work two jobs and need my car.

    Business Response

    Date: 11/02/2022

    Business Response /* (1000, 5, 2022/10/24) */
    I spoke with Mr. ***** and gathered more information on the incident. Customer stated the vehicle had been with us since October 8th, our records indicate it came in for the first time Sep 30th. I also confirmed with Mr. *****. He stated to me that he missed his service appointment August 23rd and continued to drive the vehicle until finally bringing it in Sep 30th. Speaking with my service team, if Mr. ***** would have brought the vehicle to us immediately after seeing a concern we could have most likely prevented all the damage to the engine. We are working with Mr. ***** in trading the car in for something newer.


    Consumer Response /* (3000, 7, 2022/10/25) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    So it's my fault that the car was broken when I bought it?
    I was sold on a car in great running condition. This was not in great running condition if it needed maintenance. If you would have sold me the truth saying that the car was 9k and needed 8k in maintenance then I would not have even considered it.

    I'm coming to a point where I don't even want another car from this dealer.


    Business Response /* (4000, 9, 2022/11/02) */
    We have made several attempts to reach this customer.
    We ask that the customer contact Sales manager Harres at ************ when he has the time to have these concerns addressed.

    Thank you

Mini of Stevens Creek is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.