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Recent Reviews from MINI of Stevens Creek

update: after posting this review, I got a reply to call the GM. The number provided was actually the general switch board, not GM's. Called and left a voicemail. Got a call back from the service manager, GM apparently was out. Called back and left a voicemail with service manager. That was last week. So minus one star. Thanks for offering to help. I have been coming here for service since this facility opened. It had always been a good experience. While my recent visit was not terrible, I would say customer service had gone downhill, by quite a bit. I made my appointment online. Surprisingly I got a same day appointment and a loner car. It was approximately 15 min before my service advisor met me. Not a super long wait, not exactly prompt either. i told him my car had noise when steering First thing he said was normally they don't give out loner cars for same day appointment, and that my warranty was near expiration (it was 12/19, expiration date was 12/30) not sure of the significance, but okay. The last few services they use enterprise rental for loners, guess it's cheaper. He called late that afternoon, told me what needed to be fixed - engine mounts, one had separated, one is close to seperated (on a 2015 car?); steering structs (both), and under steering spring. And he would need to contact warranty depts to find out what's covered. Next day, another call, still waiting for warranty dept. No contact over the weekend. Monday, another call, same, still waiting for warranty dept. Finally, on Xmas eve, got answer from warranty dept, only spring is covered, nothing else. I pointed out engine mounts shouldn't fail on a 4 year old car. He just said because I had purchased the basic warranty plan (I bought it certified pre-own there) and not the gold or whatever, that's why it's not covered. didn't answer why engine mounts would fail on a certified pre-own 2015 car. Day after Xmas, late afternoon, he called and informed me my car would be done the next day, and he would be out of office so another advisor would contact me. Called back a bit later to let me know my car was done. Went to pick up my car next day. Was told to go to cashier for pick up. I used to have a service advisor walk me through what was done. Now they just handed me my keys and told me where my car was parked. I went home, read though the invoice, ON MY OWN, can't find the line item for understeering spring that was supposed to be covered. Email my advisor my questions. It's been days, no reply. He's probably still out of office, but I'm surprised no one is taking over his clients. TL;DR service advisor tried, but communication between depts need work. Took 4 days for warranty dept to basically say almost nothing is covered. Still couldn't get an answer on why engine mounts failed on such a young car. While I understand advisors out of office during holiday season, handover of clients could be better.

Viola chung Jan 12, 2020

I am sad to report that I had a very disappointing experience with Mr. Hector Salceda. I arrived early for my 11am service appointment because of a clicking noise and was promptly received by Mr. Salceda. I was told to expect service to be completed by 4-5pm the same day. I received a courtesy car for the day. Five hours later, come 4pm, I return to the dealership expecting service to complete soon. By that point, I had received absolutely zero communication from Mr. Salceda on the progress of the service. By about 4:30pm, I walked up to Mr. Salceda to ask for an update, and he annoyingly replied that it was being worked on. Since service closes at 6pm, I assumed that it's going to finish by then. I did not receive any indication that any parts needed to be ordered or that I would not receive my car back by end of day. Come closing time at 6pm, still with no communication, I walked up to Mr. Salceda and asked for an update. He told me at this point that parts would need to be ordered and that the car would need to stay in the shop until next week. I was told to use my courtesy car in the meantime. At this point, I was upset for multiple reasons: 1. I wish I had been told earlier that I would not be receiving my car back the same day, and 2. The customer should not be the one inquiring for an update at the time service hours close. Mr. Salceda should have been proactive in letting me know that I would not be receiving my car back so I could have left earlier. This mistake is a blatant disregard for customers' time and schedule. Mr. Salceda's excuse was that the shop was busy that day. The reason why people book appointments is to have a dedicated team to service vehicles in the allotted appointment time. He did not even bother to apologize and overall seemed very smug in his attitude. I emailed about my experience to John Gullo who promptly responded to my complaint and I returned for service on another day. I had my car repaired and my experience was mostly positive. In my previous appointment, Mr. Salceda told me that parts needed to be ordered for the recall notice I had on my car. In my second appointment, the fantastic service rep, Ernesto, told me that the recall notice was simply a software update. Unfortunately, Hector lied to me that parts needed to be ordered for the recall notice.

Alan Sep 13, 2019

I would give 0 stars if it was possible. Avoid doing business with MINI of Stevens Creek at all costs. My experience with buying a car from MINI of Stevens Creek was a trifecta of utter incompetence, horrible service, and highly questionable business practices. During the purchase, the salesman tried to sell me unneccesary additional warranties and insurance, which is annoying, but to be expected I suppose. However, after I declined right away, the salesman proceeded to launch into a 30 minute sales pitch, while holding the purchase agreement hostage. No amount of "I'm not interested" made a difference, and what should have been a straightforward transaction turned into a torturous experience. Additionally, the car was missing features that it was advertised with (related to the car's multimedia system). This is plain and simple false advertising, and a criminal offense. They did an inspection and attempted fix the multimedia system in their service department, but were not able to accomplish anything. After taking the car to a third-party service station, the issue was fixed, showing the incompetence of MINI of Stevens Creek. But their incompetence did not end there. As expected from any car dealership, the sale included handling of the registration with the DMV. After not receiving the registration and stickers for several months, I inquired about the delay at MINI of Stevens Creek, but the only response I received from the completely apathetic customer service was that these delays are common, that I should wait, and that they'll be in touch. Nothing happened for *six months*. I ended up doing everything myself and got my tags and registration within days. It turned out that MINI of Stevens Creek simply *did not do anything*. Despite this being an extremely basic and fundamental aspect of any car sale, and it was explicitly agreed upon when I bought the car. To reiterate: I strongly advise anyone reading this to avoid doing any kind of business with MINI of Stevens Creek at all possible costs. Whether it is for sales or service. Take your money elsewhere.

MSCC Mar 3, 2019

I've been taking both of my MINI's to MINI of Stevens Creek over the years for service and repairs on a regular basis. Was getting great service every time. Service advisers were always very courteous, accommodating and professional. No complaints whatsoever. All that great experience got completely ruined when I ended up dealing with their sales department. The ordeal started when, after getting a quote for fixing my broken down MINI Countryman 2012, I asked if they are willing to buy a car from me instead. They quickly got back to me with a quote of $3000 which I considered fair and decided to go ahead with the deal. A saleswoman Solmaz got in touch with me to schedule an appointment giving me an impression that after signing the paperwork I'll pick up the check the same day. When I came, the first thing that struck me was her complete incompetence. For example on a standard DMV form she asked me to sign in places where I knew I didn't need to sign (like power of attorney section), but she insisted, so I just went along just to get done with it. Then she asked me to have some coffee while they are finalizing the paperwork. After an hour of waiting watching them staring into their computers with a blank face I became a bit impatient. When asked why it takes so long she started saying something about some new process they just started following this same day (what a luck!), and what used to take days now takes just an hour, but it has been an hour already and nothing has happened! When I asked if they can mail me the check, they said "No problem!". So I left. But some uneasy feeling inside me prompted me to come back that day after a couple hours just to make sure. When I came they said that the car is not registered. The truth is that I did pay for the registration in due course but didn't submit the smog check yet to the DMV since my car was broken down and wasn't drivable at all. I would assume such place as a dealership would be resourceful enough to help me solve such a minor issue. Instead when asked if they can help me with this I was told "we dont know" meaning "we don't care". To say the least this unhelpful attitude was a bit upsetting. After quite a bit of back and forth, and getting slightly irritated by their pushback, I asked them if they can perform the smogcheck at the dealership. Turns out they can! So why didn't they offer that to me in the first place, but only after wasting a good deal of my time until I suggested that myself?!!! The smog check was scheduled for Monday next week and as soon as it was done I ran to the DMV to get the registration and the tabs (even though I am pretty sure it was not really necessary since they were going to reregister the car in their name anyway). When I came back with the registration hoping that this all they need now in order to cut me a check, the same scene repeated itself: them staring at their computers and me waiting in the waiting area. After another hour of waiting and getting the same "new process" excuse that didn't make sense any more, I had to leave relying on their earlier promise that mailing me the check would be "no problem". When I called Solmaz the next day she told me that actually the amount I'll be getting will be lower because of something owed to the DMV. I knew I didn't owe anything, this made no sense. I asked Solmaz to send me the print out from the DMV or whatever they have that shows the amount owed. She said "of course" but that never happened. When I asked what else is outstanding I was told that I have to come back to sign something in person. This would have been the 4th time and by then it was already a week since we started the process. There was no way I could come back this time around because I had to go on a planned trip, so I said I will finalize it when I am back in a week form now and was told OK. On coming back from my trip I texted Solmaz when can we meet again to finalize the deal and got the text back "the value for your car is $500". What?!!!! When I asked to explain why such a change I was told that it's been more than 7 days from the original quote, so the original quote is no longer valid and this is a new one. First of all nobody ever told me that the quote may expire. And second, what changed? The car was just sitting their at their parking lot, it can't possibly drop $2500 in value in a week just by sitting there. I knew this whole thing didn't smell right from the beginning, with all that run around I was given and all the time I wasted waiting, and now my worst suspicions started to materialize. This whole scheme started looking to me nothing short of a scam. I called general manager Rob Stuban. I left 3 messages for him, he never called me back that day. The next day I called several times until someone finally connected me to him. He said he will look into it and for a moment I started to feel better...until he called back. What I could gather from his incoherent explanation there was a "misunderstanding". Turns out, considering the cost of the repairs, they can't pay me $3000, $500 is all they can do. Why the hell then they didn't bring it up earlier, once they realized they made a mistake? I would be disappointed but I would not have wasted all that time, I would have just taken the car and deal with it in a different way. Instead they chose to purposely drag it out beyond the "magic" 7 days taking me though hell of waiting, leaving, coming back and getting all kinds of bogus explanations, with the only purpose of getting a "legitimate" reason to revise their quote. Needless to say, once I realized what their scheme was, my conversation with Rob didn't proceed on the friendliest terms, and eventually he hung up on me. Over the next couple days I was figuring out the logistics of how to get my car out of there. Solmaz had both the car keys (she asked me to bring the keys when we started) and I asked her how do I get the keys back. Her response was that because I wasn't very nice to her General Manager who is an "awesome" man, she's not talking to me any more. Uh? I said I'll be there tomorrow at 10:00 AM and if I have any problem recovering the keys I'll call the cops. I left a voice mail with the same message on the General Manager's phone. Neither of them responded. The next morning, ready for the confrontation and dreading to be given run around the dealership in search for the keys, I called the service department ahead of time asking for their help with locating them. Luckily I ended up talking to Trent, one of the service advisers who was actually the one taking the first look at the car when it was towed in. Trent came through for me - he went to the General Manager's office, got the keys and made sure they'll be ready for me the at the Cashier desk when I come, sparing me the pain of dealing with these scambags. Kudos to their Service department again! This bizarre, maddening, shocking experience is the worst I ever had at any of the dealerships, even at the ones when you don't expect much courtesy. They are total idiots, they didn't get anything out of this, just lost a loyal customer and hopefully a few more who is reading this.

Va Di Nov 17, 2018

The manager, Kam, is unbelievably rude and unprofessional. I am currently working on getting a replacement car with the MINI corporate because the one I bought was indicated defective. I visited this MINI because they had a car in their inventory that was a possible candidate as my replacement car. After I saw the car in person, the salesman took me to the manager. I was confused why I had to talk to the manager because I was working on this issue with my dealer and I was just there to see the car, but I greeted him when the salesman introduced him. Stevens Creek dealer knew my dealership and I are interested in the vehicle in their inventory. As soon as Kam knew I was the one who is working with another dealership to find a replacement car, he gave me a hostile attitude and said, “so you are not buying a car from me. Then why are you wasting my time and my salesman’s time?” Then, he forced me to leave just because I was not buying a car from them. I swear I did not say anything to him except a greeting, my name and I was with a different dealer. I understand that I am not making them a direct profit, but he had no reason to be this aggressive. I don’t think he ever had to face the consequences of his action because he didn’t even hesitate to say that if I am not making him any money, then I got to leave. He refused to give his full name nor his business card, so I don’t even know if this is his real name. He is not doing any favor to the dealership, customers nor MINI. Kam needs to learn how to act professionally and most of all, act like an adult, not an angry teenager who is going through puberty. Unfortunately, this is not the first time I was mistreated in this dealership. In 2013, I wanted to buy a Mini and I came to this dealership. However, they refused to show me any cars just because I was 19 years old. After experiencing this, I left the dealer and bought a car from another brand on the same day. This dealership does not represent MINI, it’s something of their own. From what I experienced from this dealership, they only care about your money. They think they are entitled to treat you like shiit if you are not giving them money. Also, they will judge you based on your looks. Please don’t be go here. Shady dealership. Stay away. I had three of my friends and coworkers who were going to buy a Mini and considering this dealership. I turned them away because I don’t want them to be mistreated for no reason. I will keep doing so. I am so glad that I didn’t buy from this dealership. They don’t deserve my money.

Soomin Seo Oct 19, 2018

I went in for a recall. It's the nearest Mini dealer to me. I don't usually go here because it's far from home, but I also forgot another reason why I don't go here; wait times are bad. When you arrive they take your key and then tell them to go inside and wait for a service rep to come talk to you. Granted I was early for my appointment, but I waited for at least 20 minutes for someone to come talk to me. He went over what was going to be done to my car (the recall item replacement and he told me they would do a multi-point inspection). He said it should take about an hour or so. I also thought he said that he would be right back with the paperwork, but that never happened and I didn't have a copy of what work would be done. I signed the paperwork, but never got a copy until I checked out. Since he said an hour or so, I decided to wait. I waited for 105 minutes and decided to go ask him how much longer it would be. He said my car was being washed and should be ready shortly. I went back to the waiting room and another 30+ minutes passed and finally he came and told me it was ready (and about some issues and did I want a quote) and to checkout with the cashier (it was free, but protocol I guess). Then they couldn't find the key. So another 10-15 minutes elapsed and they finally found the key and I left. I wished he had overestimated the time it would take rather than lo-ball the wait time, I wouldn't have waited there. Taking longer than what he said leaves a bad taste, whereas taking a shorter time than what was told leaves you in a much happier frame of mind. This scenario happened to me before (the wait time, not losing my key), plus he didn't seem too sympathetic to my having to wait longer than expected, no apologies. In fact he seemed rather smug. Also, the invoice stated that "Customer requested to have Multi Point Inspection performed this visit" I did not. I don't even know what it is. HE TOLD ME that they would do this multi point inspection, not my request. The car wash was nice though.

Unhappy Aug 16, 2018

I’ve had numerous things go wrong with my Mini once it reached about 8 years old. I just moved to the San Jose area, so this was my first time at Mini of Stevens Creek. At first, I was very upset that there was something wrong with my car again (I’ve spent about $3000 on repairs in the last month). I made an appointment at this Mini dealership because I wanted to ensure I’d get quality work done, and they definitely didn’t let me down. After shelling out over $1000, my car drives like brand new! The acceleration, braking, and handling are so much better. I remembered why I had chosen to buy the Mini in the first place, and it almost made the $1k worth it. The experience while my car was in the shop was a little less than optimal. I made an appointment in the morning hoping I could just go in and drop my car off and go into work right after, but I had to wait in a waiting room for them to call me back and verify all the information that I had already given over the phone when I made the appointment. This was a little annoying. My service advisor was really nice, however, and said that they’d give me a call back when they knew anything about my car. This was not the case. I had to call to get any information myself. They had already found out what was wrong with my car and had the parts list ready, but for some reason, I was not contacted to give the go-ahead to start work on the car. This made the whole process stretch out to 2 days instead of only 1. Also, when I came in to pick up my car the following day, my service advisor was not working, and everyone else seemed clueless as to where I needed to go to pick up my car (really?). It took a couple times of asking different service advisors where to go before I found out I had to go to the Mini store cashier to pay. Overall, I’m very happy with the better performance of my car after the work was done at this dealership. My service advisor was very nice and knowledgeable, but not prompt with trying to get my car back to me as soon as possible. The other service providers seemed a little clueless in my honest opinion. Glad I got the one I did. I even got about $300 off the original quote, which I thought was awesome as well! I would recommend my friends to go here for any Mini issues as long as they didn’t need their car back right away.

L Jun 14, 2018

I just recently purchased my Mini Cooper Countryman from Stevens Creek Mini. The negotiation and sales experience was outstanding. I came in having done my homework and without price haggling I was able to get a price that I was comfortable with. I ordered my car and found it took 10 weeks to get and that was OK with me. After the car arrived I took it for a ride and that is when I feel that the quality suffered. I first negotiated my down payment at the dealership and then went into finance. Again, very little upsell, as I new what I wanted and what I was going to pay for it. The dealership was also able to get me a better loan rate on my car loan from Star One Credit Union. Only issue was that, I expected Star One to contact me, and they never did. The finance person called me a few weeks later and asked why I have not joined the union and why am I holding up the funding. I explained that I was awaiting for Star One to contact me and he "oh No, you have to set up your own account", which was never explained to me, that I was the one needing to be proactive. Next, when taking my money, the dealership was not set up to take credit card payments more then 5K, even though in sales I told them I was going to put 10K down. I actually had a promotional check from my bank and the dealership would not accept that type of checks. It was tied to my Master Card. So, I needed to scramble to make the financing work out correctly. This meant going back to the dealership two additional times to make my down payment. Not very encouraging, they need to be more flexible and work with a diverse customer base. The delivery of the vehicle was not very good either. The dealership has an Countryman ( maybe a Mini) Guru and it was a young guy that did not have a lot of answers. When things started not to work correctly, he diverted the blame. I spent an extra hour working with him to get through the delivery process. To DATE, Apple CarPlay does not work correctly in my Mini and the dealership stated I have to wait until an IOS upgrade in several months. Even though the Mini website pages states that the Countryman is fully compatible with the IPhone X. It is not. I asked about a few other items and he did not have the answer. For a Guru, he did no follow up on questions that I had asked, and I had to find the answers in the manual or online. One thing he did do, was send me a email inviting me back for a Guru orientation, even though I went through that the day of the delivery. I guess he does not remember ( make notes) of people he as already met, or who he needs to follow back up with to get answers to the customers. Would I use Mini of Stevens Creek again, the answer is yes but you need to understand they do have some new staff and the staff is not fully trained. Since this post, I took my Mini in for Service for a pulling problem on the car on Monday. Wednesday, I picked it up and today I am taking it back again. It is still not fixed. However that is another post- after the issue has been resolved.

Lou Zellner Apr 5, 2018

I had my car at the Mini of Stevens Creek dealership for the repair of my glass sun-roof. It had shattered (hole of ~ 1 foot in length) while I was on my way to work, about to exit 101 at Willow Rd. Although the dealership confirmed that an impact must have caused the glass to shatter I still see the chance that this could have been a warranty case (something not right with the glass, too much tension, etc.) Anyways, Luver, my service advisor, did a nice job explaining the options to me and that it might take 2 days to get the parts in. I was happily surprised when he called me by the end of the next day to let me know that my car was all fixed and ready to be picked up. When I got there, the first thing I did to inspect the car was to operate the sun-roof. I heard loud grinding noises when the mechanism tried to slide the sun-roof open and the mechanism got even blocked by the glass pieces that were still stuck in there. Very disappointing! Obviously that part of the car had not been thoroughly cleaned. Nor had the mechanism been tested after the car had been taken out of the shop onto the parking lot. Andrea, another service advisor, took care of the situation and provided me with a loaner car. She was very nice and professional. The next day, Luver called me back, explaining that they had now air-pressure cleaned the roof cassette. In my opinion they should have done this right in the first place. I was asking whether I could have the sun-roof mechanism air-pressure treated again in the future, JUST IN CASE a significant amount of glass would have gotten stuck again somewhere in the sun-roof railing and gotten into the mechanism again. He answered that it would not be an option for me to come to the dealership every other month for the air-pressure cleaning. (Guess what, it was not my intention to visit the dealership now regularly. I simply wanted to have an option, just in case of remaining glass pieces not having been fully removed and the mechanism having trouble again.) No, my only option would to get the whole roof cassette replaced (!), in case broken pieces of glass interfered with the mechanism again. … Maybe this was the only suggestion Luver was allowed to make, but it did not sound very helpful. If it wasn’t for the service advisors I would have given the dealership 1 out of 5.

Andrea Neitzer Feb 4, 2018

In a sea of substandard, mediocre autos and auto dealerships - here sits MINI, taking names and rewriting the rules for what a stellar auto and auto dealership SHOULD be! If you're like me, your journey began online, doing comparison shopping - then a move on to Consumer Reports to get the unfiltered (and 'not paid for') truth about your car of interest.... and then to a chat with your friends to find out what they love - and HATE - about their cars. If you're lucky, maybe you can fit in an auto show to see everything you're interested in at one location... But there's no escaping it... from there, you take one of the most dreaded steps in the process: you make the in-person visit to a dealership, where the minute you step out of your car, you take on the persona of road kill, to be pecked away at by a sea of ravenous, unrelenting, pushy sales people. ..... except at MINI of Stevens Creek - where they have thrown out the rule book for 'archaic sales practices' and written a NEW one - one where YOU are truly in the 'driver's seat' of your buying experience, aided by the expertise of one of their stellar 'MINI experience consultants.' My 'co-pilot' in this process was Brian Mikal Smith - a car buyer's DREAM! I thought I knew everything there was to know about the MINI I was interested in (the new MINI Cooper S 4-door), but he was right there with the extensive 411 to give me that, 'but WAIT - there's MORE' experience! 'Bonnet to Boot' - there was no detail left unaddressed - and no question (on my part) too lame to be answered. To THINK I was looking into buying a car - and having fun at the same time??? Unheard of!!! There simply aren't enough positive accolades (or time to list them all!) that would do Brian justice. In the very rare moments where I might have stumped him, the rest of the 'MINI FAMILY' was right there to back him up - everyone there works as a team to get your questions answered - and to ensure that you are fully informed and have every confidence in your selection. And there is zero pressure to get a feature that you don't want - it's all about YOU and making your MINI fit YOUR needs - your personal specs... And Brian even pointed out to me that getting a certain package would save me money AND get me a couple extra features in the process! YEA!!! Gifford Chan... Carol Kobach... every 'Motoring Advisor' is great - they all have each other's back - it's obvious by the constant, genuine smiles you encounter - they love what they do - and they LOVE MINI'S! ... and if you're lucky enough to get Trent Davlantis as your MINI Service Advisor for your car's future needs (as I was)... Heaven, I tell you... PURE HEAVEN!!! Even HE went above and beyond to show me some things on my freshly delivered MINI that I had yet to learn! Your MINI is all about personalization - and your experience with the people involved with your vehicle should be a personalized one as well... and that's exactly what you'll find here! MINI is FAMILY! While some may gasp over the price of the MINI, one truly needs to look at the 'value added' --- take into consideration the warranty and what's covered (mind blowing!) - the one full year of a SIRIUS radio subscription (Ford gives you three months)... the roadside assistance program... the safety features... and about 70 MINI's available to loan to you, free of charge (with the exception of refilling the gas tank) for as long as your car is in for repairs (say 'buh-bye' to those shuttles!!!). No, there isn't much wiggle room in the MINI pricing - but who likes to haggle over a car price? Not me! And when you are truly receiving value for the price that you are paying for one of the few big ticket items you will buy over your lifetime, it's a valid, justified investment. My last vehicle buying experience was almost 20 years ago - a Honda Civic. I did the same thing (extensive due diligence prior to purchasing) - and I was actually one of the very first individuals to utilize an online service for a vehicle purchase ('AutoVantage' --- I was interviewed by Business Week Magazine, covering my experience in one of their issues) --- so I am writing this review as someone who has a bit of a track record in sizing up what does and doesn't work in the car buying experience --- MINI of Stevens Creek is doing everything right!!! If anyone's on the fence about a MINI purchase from MINI of Stevens Creek, hopefully this review helped to tip the scales in their direction. But check it out for yourself... you'll see what I mean! (okay... gotta run... time to DRIVE my awesome MINI!!!) :-)

Loni Reeder Apr 7, 2015

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