Customer Reviews for Empire Mini Storage
(U-Haul Neighborhood Dealer)

2,424 reviews

425 Bel Marin Keys Bl   Novato, CA 94949

(415) 382-1751

Office Hours

  • Mon-Sat: 9 am–5 pm
  • Sun: Closed

Services at this Location:

Contact Us

(415) 382-1751

425 Bel Marin Keys Bl
Novato, CA 94949

Services at this Location:

Office Hours

  • Mon-Sat: 9 am–5 pm
  • Sun: Closed

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
1.0

Uhaul had requested I drop off at a different location. The person working rold my ride I would pay a penalty dropping it off after hours and she stated the employee treated her poorly. I was trying to get to the location before 5, however traffic was heavy on the freeways.

James K. 
Rating:
5.0

Customer did not leave a comment.

SET P. 
Rating:
5.0

I got the truck I needed and got everything done! Thanks

Chris B. 
Rating:
5.0

Customer did not leave a comment.

Lorne M. 
Rating:
3.0

I had a much easier, more straightforward experience at the San Rafael location. When I picked up the truck, Novato made me sweep the bed out myself upon return, even though it was already dirty/muddy. I was also unable to extend my reservation on the app, when the SR one made it so simple. I also was not given any explanation of the charges or a receipt telling me what I was charged for.

Carrie Beth M. 
Rating:
5.0

Customer did not leave a comment.

Grace M. 
Rating:
5.0

Customer did not leave a comment.

Reuben G. 
Rating:
5.0

Helpful staff—courteous, professional, helpful.

David M. 
Rating:
5.0

Customer did not leave a comment.

JULIE ALICE H. 
Rating:
5.0

Great Customer Service!

osmani V. 
Rating:
5.0

The whole process went smoothly, people were friendly. No complaints.

fred R. 
Rating:
5.0

Nothing needs improvement based on my experience. I have rented vans from this location a number of times and have always had a positive experience.

Diane O. 
Rating:
5.0

Everything went so smoothly, the truck was clean and gassed up, office staff was super helpful, they offered advice if I asked for it, very very good experience

Steve F. 
Rating:
5.0

Customer did not leave a comment.

Ann B. 
Rating:
5.0

The parking is a little tricky

TAYLOR F. 
Rating:
5.0

Customer did not leave a comment.

Michael D. 
Rating:
5.0

Customer did not leave a comment.

Alan W. 
Rating:
1.0

Our truck was filthy AND filled with 2 inches of water when we picked it up. We did not know that we were expected to inspect the interior vacant portion of the truck to ensure that the facility had properly cleaned the truck bed and delivered it to us dry. When we discovered it and emailed about it, we received a city dismissive response from the facility. Will never use again.

Varun S. 
Rating:
4.0

Need to have backup paper trail and alternative check in methodology. Putting everything on cell phones is NOT appreciated and I am not a complete techy morno. I imagine a lot of older people would sturggle with too many computerized apps.

Paul I. 
Rating:
5.0

Customer did not leave a comment.

Oscar F. 
Rating:
5.0

Dennis was outstanding in his customer service. Warm, friendly, efficient and thorough. Great truck....have already recommending this location to many friends. I used this location for my last big move and for this quick pick-up... BEST U-Haul experience in my adult life, and I've had many!!

Gail B. 
Rating:
5.0

Customer did not leave a comment.

Steve F. 
Rating:
2.0

Customer did not leave a comment.

Apenisa N. 
Rating:
5.0

Windshield wiper blade fell off . I had to pull over and reconnect wiper. Driver view was impaired.

ROBERT B. 
Rating:
5.0

Manager there is professional, courteous, helpful! I use this location whenever I can.

David M. 
Rating:
4.0

Customer did not leave a comment.

osmani V. 
Rating:
5.0

Great customer experience, helpful, profession and an asset to my business. i'm a stager so I rent trucks a lot am very happy to my business here.

Holly B. 
Rating:
5.0

Friendly staff.

Gary S. 
Rating:
5.0

Customer service was great.. Explained everything extremely well.. Will come back for sure..

Juan Antonio C. 
Rating:
5.0

It all was so easy

David G. 
Rating:
5.0

It was great

Gerardo M. 
Rating:
5.0

Customer did not leave a comment.

APENISA N. 
Rating:
5.0

Great service, great location, beautiful truck. I have a staging business so I rent trucks a lot and this is a location. I will be using moving forward easy to get to and great customer service makes moving day so much more enjoyable. Thank you.

Holly B. 
Rating:
5.0

Customer did not leave a comment.

MARK M. 
Rating:
3.0

The vehicular was filthy and smelled like smoke. The app is exceptionally poorly designed. It wouldn't allow me to move forward in the return process when I selected that the vehicle needed attention. When I clicked done, it pushed me back to the start and made me start over. In returning, When I selected that the vehicle wasn't clean, which I stated on pickup, it tried to charge me a cleaning fee. Your app needs to be redesigned from a user experience POV. It's legitimately terrible.

Serenity B. 
Rating:
5.0

Customer did not leave a comment.

Dean K. 
Rating:
5.0

Amazing staff and I truly appreciate their help.

Nathaniel R. 
Rating:
4.0

I was not sure where to park the truck. It would be helpful for things to be more clear. Instructions said not to block any openings, but there were other trucks parked in front of what looked like storage units, and there was no other place to park. So, instructions specific to the site would be helpful. Otherwise, all of this was so easy.

KAREN D. 
Rating:
5.0

Very good

Cristalyn R. 
Rating:
5.0

Customer did not leave a comment.

Troy S. 
Rating:
1.0

I reserved a 20 foot truck 3 weeks in advance of my pick up date and time of 5 pm, 11/10/23, at a site that had night drop for ALL size vehicles in Santa Rosa CA. On 11/10/23 at 3 pm I went to pick up my reserved truck and the attendant said there were no 20 foot trucks left. He asked if a 10 foot would work cause it was on site, or if a 26 foot would work, but I would need to drive 30 to 40 minutes out of my way to pick up the truck in Sonoma CA. Then he asked if I could go back south to Novato CA and get a 20 foot truck, but that I would need to be there by 5 pm cause they were closing and not open on weekends. Also this facility does not have night drop for vehicles 20 foot or larger. Since I was not able to get my reserved truck in Santa Rosa, and because the Novato site did not have night drop for large vehicles, it necessitated an extra expense of lodging in Novato Sunday 11/12/23 so I could drop off the truck Monday morning 11/13/23. Ultimately if a truck is reserved, I do not understand why U-Haul does not make sure the reserved truck is available on site on the day and time of the reservation? I should not have had to pay for a hotel room and spend unnecessary time working around my U-Haul reservation because of a system/process/procedure of reservations with U-Haul is severely flawed.

Thomas M. 
Rating:
5.0

Customer did not leave a comment.

jeannette R. 
Rating:
5.0

Outstanding and friendly customer service and easy rental close to home.

William O. 
Rating:
5.0

Thank you very much. Have a good weekend.

Connor R. 
Rating:
4.0

No complaints. The staff was very professional and quick to have things ready. I will recommend them to anyone

Yvonne A. 
Rating:
5.0

Customer did not leave a comment.

Robert B. 
Rating:
5.0

Super fast service. Very clean office. Great overall

Robert M. 
Rating:
5.0

Customer did not leave a comment.

Ginelda M. 
Rating:
5.0

Customer did not leave a comment.

Derek A. 
Rating:
5.0

Very friendly and professional staff.

arvid la K. 
Rating:
5.0

With online check in my experience was great at the pick up location. Friendly staff, answered my questions and were fast. My first Uhaul experience and I feel very good about it. Will use next time and recommend to others. Thank you.

Volodymyr B. 
Rating:
5.0

Van ran great. Was just what I needed. Thank you!

Chris B. 
Rating:
5.0

The staff at this location is very friendly and helpful. The office/store is clean and organized. It appears to be a well managed office. I would definitely rent from them again.

Jackie U. 
Rating:
5.0

Customer did not leave a comment.

Troy R. 
Rating:
5.0

Staff very helpful

Jeff M. 
Rating:
5.0

Customer did not leave a comment.

Jessica H. 
Rating:
5.0

Fabulous customer service. 5 stars!

MICHELE G. 
Rating:
5.0

Customer did not leave a comment.

vicken B. 
Rating:
5.0

10 out of 10

Jaeseung S. 
Rating:
5.0

Customer did not leave a comment.

Diana H. 
Rating:
2.0

There was a lock on the back of the truck. When I rented the truck they gave me one key for the ignition. The lock on the back of the truck was locked and we could not get into the back of the truck due to no key for lock. Waited for 3 hours for someone to come get lock off. They never came. Had 4 workers sitting around for 4 hours finally cut the lock off ourselves. Very bad experience.

Cari C. 
Rating:
5.0

Staff here is wonderful! Don't change a thing!

Donna H. 
Rating:
5.0

Customer did not leave a comment.

Corinne Y. 
Rating:
4.0

Customer did not leave a comment.

Patricia D. 
Rating:
5.0

This location was easy to find, parking was good, and safe. The manager called me the next day to let me know the truck was received and all was well. That helped to hear. All good.

Diana K. 
Rating:
5.0

Customer did not leave a comment.

Gavin L. 
Rating:
3.0

Customer did not leave a comment.

Jacqueline G. 
Rating:
5.0

Empire Mini Storage went out of their way to help my staging company, Upstage-Marin. Thank you for making this happen!

Glenn S. 
Rating:
5.0

Nothing. They were great! Called me when I was running late to ask if I was still coming, and was easy to extend rental. First time using this location, and I will definitely be using it from now on.

Caroline R. 
Rating:
1.0

Customer did not leave a comment.

John S. 
Rating:
5.0

Customer did not leave a comment.

Gayle H. 
Rating:
4.0

Customer did not leave a comment.

John B. 
Rating:
5.0

This Novato U-Haul spot is run in a friendly and professional manner. I was treated with respect, business was conducted efficiently, and the whole experience was made even better with a perfect touch of humor. The truck I rented was in top shape, too. All in all, a great experience.

Lawrence T. 
Rating:
5.0

Customer did not leave a comment.

John M. 
Rating:
5.0

Customer did not leave a comment.

Charles K. 
Rating:
5.0

Customer did not leave a comment.

charles P. 
Rating:
5.0

Customer did not leave a comment.

David S. 
Rating:
1.0

When returning the truck I did my best to put gas up to where it was when I picked it up (7/8). It was literally a "hair" below the line and they wanted to charge me $12.50 additional as penalty. Needed unnecessary manager escalation to resolve. Created unnecessary frustration which is unfortunate because the experience so far had been good.

Ludovic G. 
Rating:
5.0

Customer did not leave a comment.

Javier F. 
Rating:
5.0

The windshield was splattered with bird poop and I needed to add window washer fluid The windows on the passenger and driver sides were also dirty and I needed to clean them

Mark S. 
Rating:
5.0

Customer did not leave a comment.

Chris C. 
Rating:
5.0

Dennis was very helpful.

matthew H. 
Rating:
5.0

Easy to set-up, and friendly staff. I would definitely recommend this place if in need of a rental vehicle.

Tracy B. 
Rating:
2.0

Have enough equipment in stock (box dolly) so that the customer is not told the dolly is not available even though it was booked in advance. This caused great undue hardship during our move.

Ali B. 
Rating:
5.0

Customer did not leave a comment.

Daniel R. 
Rating:
5.0

Great movers! Hard working and careful!!

Colleen O. 
Rating:
5.0

Customer did not leave a comment.

Eileen G. 
Rating:
5.0

No complains, the staff was very friendly and helpful the after hours drop off was very easy and well explained.

Edgar Jose S. 
Rating:
1.0

I was practically robbed, unfortunately I thought I could trust U-Haul but no, the employee acted in bad faith with me, there was damage to the truck that I did not check and then he said that it was me and he charged me $288.00 and he even removed the insurance that I had placed on the online reservation, now he says that I have to open a dispute that he is only a franchise. there are cameras on site that prove I didn't do that damage. I WOULD NEVER RECOMMEND THAT PLACE TO ANY FRIEND.

Sildanio S. 
Rating:
5.0

Mason was friendly, and knowledgeable. Thank you!

Kimberley S. 
Rating:
5.0

I had the best experience ever renting a truck today. I received a courtesy call to make sure my reservation wasn't going to be canceled when I was running late and they were very accommodating. When I picked the truck, the office was nice and cool, all the paperwork ready, the staff was very professional and friendly. I liked so much I made a new reservation!

Alexandra V. 
Rating:
5.0

I always enjoy renting from this facility. Everything is clean and working. The staff are helpful and quick, they won't waste your time. Definitely the best U-Haul around!

Nicholas C. 
Rating:
4.0

The staff was great

Lamont E. 
Rating:
5.0

Keep up the good work. All the process for the rental went nice and smooth

Jose R. 
Rating:
5.0

Van needs an oil change as indicated by the dash board.

Chris B. 
Rating:
4.0

Customer did not leave a comment.

LEE J. 
Rating:
5.0

Your pricing has gone up considerably since the last time I used uHaul.

Frederick H. 
Rating:
4.0

Customer did not leave a comment.

Raully J. 
Rating:
4.0

Customer did not leave a comment.

Steven S. 
Rating:
5.0

Excellent service. Staff very helpful and friendly.

Deborah K. 
No reviews have been submitted for this location.

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