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

2,156 reviews

425 Bel Marin Keys Bl   Novato, CA 94949

(415) 382-1751

Location Hours

  • Mon-Sat: 9 am - 5 pm
  • Sun: Closed
Special Operating Hours
  • 5/30/2022: Closed

Services at this Location:

Contact Us

(415) 382-1751

425 Bel Marin Keys Bl
Novato, CA 94949

Services at this Location:

Location Hours

  • Mon-Sat: 9 am - 5 pm
  • Sun: Closed
Special Operating Hours
  • 5/30/2022: Closed
  • 24 hour customer return

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:
5.0

A perfect experience

arnold D. 
Rating:
5.0

The staff was so helpful and friendly. I will definitely recommend this location. And will be back to rent again. I was planning to rent with the San Rafael location. But they seemed chaotic and unorganized. So happy we call these guy at Empire. Thanks! David Gallagher

DAVID G. 
Rating:
3.0

I have no qualms with this location as a whole despite a dirty truck. Uhaul as an organization is no longer organized. I rented a Uhaul to take my belongings to my rented/confirmed Uboxes. They were not available on the day I reserved. I filled a truck with my entire home and it had no place to go. Uhaul did NOTHING to help. Useless

Jessica M. 
Rating:
5.0

Customer did not leave a comment.

Thomas G. 
Rating:
3.0

There was damage on several parts of the truck that needed to be photographed. The inside of the truck cab had lots of mud in it. When I returned to drop off the truck, the drop box was not marked at all. Online it showed a picture of an orange box for drop off. There was no orange box, rather a very poorly visible and poorly labeled slot in the door. I wasn't told about this when I picked up the truck.

rachel M. 
Rating:
4.0

The return was a pain. The app doesn't work well. Picture of odometer wouldn't work. Your AI computer vision is lacking. Had to go through web. 20 minutes!!

Ali S. 
Rating:
4.0

Customer did not leave a comment.

Upneet S. 
Rating:
5.0

Very clean

Gladys D. 
Rating:
5.0

Customer did not leave a comment.

Chaves R. 
Rating:
5.0

excellent, efficient overall experience

David L. 
Rating:
5.0

The jack on the car trailer was failing and should be replaced.

Ian R. 
Rating:
5.0

The software was kind of glitchy but that's not this rental location and Mr. Spinelli at the rental location and the other woman who kind of helped us were both excellent great customer service professional and courteous.

Marisa H. 
Rating:
3.0

Customer did not leave a comment.

Chet D. 
Rating:
5.0

Customer did not leave a comment.

Merrill H. 
Rating:
1.0

Dennis the front desk worker was very RUDE and NOT supportive to the CUSTOMER's NEEDS. He was very UNPROFESSIONAL. The Van was filthy and not presentable. This van was not washed, not clean and smelled to high heaven. I would NEVER USE THIS SITE OR IT's EQUIPMENT IN THE FUTRE OR RECOMMEND THIS SITE TO ANOTHER USER!

Michael C. 
Rating:
5.0

Customer did not leave a comment.

Madeleine E. 
Rating:
5.0

Very accommodating given the short timeframe I gave them. Friendly and will recommend ans use this location again. Thank you.

sharon H. 
Rating:
5.0

Not have the website/app system fail. Was unable to accomplish anything online. Employees were great, but were struggling as the system kept failing.

Michael F. 
Rating:
5.0

The costumer service wonderful

Hector P. 
Rating:
5.0

Customer did not leave a comment.

Marcus S. 
Rating:
5.0

Everything was Perfect!!

Jeffrey P. 
Rating:
5.0

GREAT SERVICE, I LOVE THIS LOCATION

stacy S. 
Rating:
5.0

Very friendly, professional, patient with this worry wart.

PAULA N. 
Rating:
5.0

Customer did not leave a comment.

Kevin S. 
Rating:
1.0

App couldnt pickup my location. Tech support is 1 hour wait. Horrible experience on the return too.

Jim D. 
Rating:
5.0

Nothing

Steve H. 
Rating:
3.0

Customer did not leave a comment.

MAHNAZ S. 
Rating:
5.0

I was charged for gasoline, which was a mistake. I have asked for a refund,

Parker L. 
Rating:
2.0

The employee helping me rent the trailer was very polite and helpful. Rented a vehicle dolly on a Saturday and was instructed by the employee to return the dolly on Monday because they were going to be closed on Sunday. Monday morning I'm driving the trailer back to Uhual when the manager calls me and asks why I haven't brought the trailer back. Told me he would be charging me for 2 days instead of one, at this point I tried to explain what his employees told me on Saturday but he didn't listen and essentially just hung up on me. Got to Uhual and he didn't apologize for the miscommunication between his staff and told me to take the trailer back to where I picked it up. No help unloading it either. Irritating experience and will not be going back to this location again. Manager could have handled the situation in so many other better ways. I must clarify the other staff were very friendly and helpful!

tyler R. 
Rating:
3.0

Should accept cash at time of return. Our money says ‘This Note is Legal Tender for ALL Debts, Public and Private' right on the front of it.

Michael D. 
Rating:
5.0

The truck was in terrible shape and should be replaced.

Sean P. 
Rating:
3.0

Customer did not leave a comment.

john S. 
Rating:
5.0

Customer did not leave a comment.

Adrian R. 
Rating:
5.0

Customer did not leave a comment.

Walter S. 
Rating:
5.0

Good people in the office, they know what they're doing and have a wonderful attitude...

RobertJ M. 
Rating:
5.0

Customer did not leave a comment.

Randy B. 
Rating:
5.0

Thank you, guys. Hopefully one day all of the cars and trucks will be electric.

Jesse H. 
Rating:
5.0

Customer did not leave a comment.

Sandra R. 
Rating:
5.0

Customer did not leave a comment.

Mark A. 
Rating:
5.0

Customer did not leave a comment.

Lisa H. 
Rating:
2.0

The truck was old with 121,000 miles. The facility charged an extra $20 if you didn't check in online for after hours dropoff, but the check-in process wouldn't work, even using their wifi as instructed. Finally, I was charged a $25 cleaning fee, when the truck was clean.

MARK L. 
Rating:
5.0

No need to improve. The agent was very professional and personable.

Christina T. 
Rating:
5.0

This location of U-Haul is the best. Safe parking and close to Hwy 101. Staff are wonderful and very helpful.

Steve A. 
Rating:
5.0

Customer did not leave a comment.

CHARLYS D. 
Rating:
5.0

Customer did not leave a comment.

Lynn M. 
Rating:
5.0

Maybe a chair or two in the lobby.

Robert D. 
Rating:
2.0

Charged for items I didn't buy or use. Very rude man at counter. Tried to blame U-Haul corporate for any of the extortion fees and errors. Bad experience and will seek other options for my property management company. Disappointed.

Michael B. 
Rating:
5.0

Customer did not leave a comment.

John M. 
Rating:
5.0

Very professional, knowledgeable and friendly staff.. thanks for great and smooth job.

Touradj Z. 
Rating:
1.0

Nkt opened on sunday. Tgey charge me for dropping off n on doing it online. What a rip off although in contract they get a cut for the storage and rental not happy with uhaul

Javier H. 
Rating:
5.0

Easy, great customer service and communication

STEVEN D. 
Rating:
5.0

Keep-up the good work. Thank you

AURJION Z. 
Rating:
5.0

Bigger parking lot.

Matthew B. 
Rating:
5.0

Customer did not leave a comment.

ROBERT H. 
Rating:
5.0

Customer did not leave a comment.

JUAN F. 
Rating:
1.0

Customer did not leave a comment.

DALE M. 
Rating:
5.0

Nothing

KEVIN D. 
Rating:
5.0

The representative that I worked with was absolutely wonderful and made the whole experience superb

James D. 
Rating:
5.0

Customer did not leave a comment.

ROBERT G. 
Rating:
5.0

Customer did not leave a comment.

JACOB D. 
Rating:
5.0

Customer did not leave a comment.

ROBERT W. 
Rating:
5.0

Mobile checkout & checking worked great. Dennis called the day prior to my reservation to make sure I was comfortable with the mobile pickup. Great service, thanks!

Mark T. 
Rating:
5.0

Customer did not leave a comment.

PETER W. 
Rating:
3.0

Customer did not leave a comment.

ALEXANDER S. 
Rating:
3.0

Customer did not leave a comment.

CHARLES D. 
Rating:
3.0

We didn't receive our receipt 😑

J D. 
Rating:
1.0

The customer service rep who helped us was rude!! The truck had garbage in it!

DINA B. 
Rating:
2.0

For starters, you could put the dollies IN the van when someone rents a van and 2 dollies. I had to come back to get them then you could actually put the discounted cost of 1 dollie that you said I would get in lieu of having to use mileage you charge for to come back for the dollies. Then you could not use shady practices of making the customer download and sign up on your damn app to actually apply the 24 hr rental that I TOLD the guy at the counter I wanted. Instead, I get bent over for $40 because I didn't download your app. So let's review: no dollies in van (all the rattling made me think they were back there), charging for mileage (never in my life has that happened with UHaul), requiring the download and signup of an app to apply the 24 hr rental period despite me standing at the counter saying I wanted it. I will be disputing the charges because this is BS. AND I never even got the promised $7 deduction of a dollie. Unbelievable. Save yourselves and avoid this location. Terrible, and they try to say it's “UHaul policy”. What a crock. I've rented from UHaul before. Never subjected to these policies. They aren't open on Sunday either. Be warned. That's how they'll screw you for another day of rental because you have to use this stupid app to say you want the vehicle for 24 hrs.

LAURA P. 
Rating:
3.0

Customer did not leave a comment.

thomas U. 
Rating:
1.0

I was overcharged by 100.00 miles, called numerous times to correct the issue, always got voicemail, always left a message but never got a call back. Email contact on receipt (says "reply here") was bounced back as undeliverable. Overall, severely disappointed in level of service and customer care. Attention to detail is severely lacking. Issue with overcharging for mileage is still unresolved - please feel free to contact me at 805-234-3287 or peterson.cap16@gmail.com I'd prefer to resolve through UHaul or Bel Marin Keys storage rather than have to call and cancel payment through credit card co.

CHRISTOPHER P. 
Rating:
5.0

Customer did not leave a comment.

PETER C. 
Rating:
5.0

Everything was great, but the van was filthy inside and out. However, drove well and all else great!

Tracy B. 
Rating:
5.0

Great prople

JAMES T. 
Rating:
5.0

Our original pickup was scheduled for Vinton. The day before our scheduled pickup we were notified we had to go to Carson City, Nevada, more than 100 miles further away, costing us valuable time and gas money.

ROBERT B. 
Rating:
4.0

Customer did not leave a comment.

REBECCA D. 
Rating:
5.0

Customer did not leave a comment.

Michael P. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Customer did not leave a comment.

Christopher G. 
Rating:
3.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

The whole rental experience couldn't have been easier and everyone was really nice. It worked out perfectly for us. Thank you.

LAUREAN N. 
Rating:
2.0

They need better customer service training. The Asian female who is behind the counter has a very bad attitude and condescending to the customers. I forgot a bag in the uhaul truck and was told to pick it up as soon as possible.And I asked the person that called me if they can leave it in the office as I was at work and can pick it up after work. And I was told that they are not responsible for it and don't know if the bag will be there. However I was able to get there in the early afternoon and found my bag dumped outside of the office. Anyone could have walked away with my bag and they would not know because the front door was closed. I was very disappointed and will never rent from that location again and have told my friends and family of the ill treatment I received. And they overcharged me too..

MARY M. 
Rating:
4.0

Customer did not leave a comment.

AUGUSTO D. 
Rating:
1.0

Customer did not leave a comment.

EILEEN Y. 
Rating:
5.0

Customer did not leave a comment.

ANASTASIA B. 
Rating:
5.0

You are doing a GREAT job. We appreciate your kindness and warmth, especially during these difficult times for so many of us. You're still smiling anyway - we appreciate you!

KRISTIN D. 
Rating:
5.0

Customer did not leave a comment.

JOANA F. 
Rating:
5.0

Customer did not leave a comment.

paul D. 
Rating:
5.0

The employee made it very easy.

VANESSA E. 
Rating:
5.0

Customer did not leave a comment.

BARBARA D. 
Rating:
2.0

Customer did not leave a comment.

Jasmine A. 
Rating:
5.0

Customer did not leave a comment.

ANAHI G. 
Rating:
4.0

Customer did not leave a comment.

FREDERICK C. 
Rating:
5.0

Customer did not leave a comment.

JERRY I. 
Rating:
5.0

Customer did not leave a comment.

ANIKO V. 
Rating:
5.0

Great costumer service! Thank you guys!!

OTTO M. 
Rating:
3.0

The man behind the counter was first rude and short on the phone. Once we arrived, he told us to do a walk around the outside of the vehicle. We did. We also clicked through the link that asked us to verify the outside of the vehicle and the miles and gas. Nowhere did it mention we should open the cargo area and he did not tell us either. When we returned it, he opened the back cargo area and complained that it was dirty and insisted we find a broom and sweep it out if we don't want to be charged. It was dirty when we arrived to our moving location. When I explained I don't have an issue using a broom but he didn't need to be so upset With us, the dirt wasn't from us. He said “you should have checked the cargo area before you rented it” It really is a silly complaint except for his attitude from the moment I asked if any vehicle was available, he was rude and unfriendly from the start so when our experience ended with his annoyance of a dirty truck that we did not create, it left a bad taste for us. We will not be returning to this location.

Brittany W. 
Rating:
5.0

I returned my truck the exact same gas I received it with. The truck was clean and no extra mileage was added other than the ones they allow you. Somehow when checking out, I was getting charged an extra $47 something. I had to go to the personnel (good thing, considering the pick-up location I was on my own), and ask why I was getting charged. He told me that I was getting charged for an extra day!?!? I was supposed to return at noon and I was returning my truck at 1:45 pm!!! First off, I never agreed to return the truck at noon, but thankfully after a convo with the personnel, he helped me and removed that fee. It didn't make sense, but he said "it does make sense". Either way, I disagreed and he removed it anyway.

Gabriela M. 
Rating:
5.0

GREAT location, great employees! Super helpful and engaging. Really liked working with them and I will use that location again. Greg

GREGORY P. 
Rating:
5.0

Customer did not leave a comment.

STEVEN C. 
Rating:
5.0

Customer did not leave a comment.

JERRY I. 
No reviews have been submitted for this location.

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