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

2,586 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:

Reviews without text are currently hidden. Show them shown. Hide them

Rating:
5.0

Very friendly & helpful staff at this location. Won’t go anywhere else in the future…

ANTHONY D 
Rating:
5.0

Bring the pickup trucks back. It is so valuable for small hauls.

RICK S 
Rating:
5.0

Customer did not leave a comment.

CHRISTOPHER W 
Rating:
5.0

There were big screws sticking out of the van. About 7 of them. 2 of my movers plus my son got injured from them

TONI D 
Rating:
5.0

Everything was efficient and went great! Very well run.

ANGELA B 
Rating:
3.0

Customer did not leave a comment.

BRYAN M 
Rating:
5.0

Customer did not leave a comment.

Dave M 
Rating:
4.0

Customer did not leave a comment.

Dave M 
Rating:
5.0

The employees were super friendly and made the process smooth and easy.

Chris M 
Rating:
5.0

high quality of services leaves no chance for competitors, great company and the main decoration of the company is your employees. Thank you

Kairzhan G 
Rating:
4.0

Dennis and Mason were very helpful and friendly. Explained everything well. Appreciate them!

Deborah M 
Rating:
1.0

Terrible and rude front desk, Dennis. Very bad customer service. Will not be returning in the future

Jeongfill Y 
Rating:
5.0

Not much

Jenna S 
Rating:
5.0

Excellent Service; Very friendly employees. Thank you for your service.

MARTHA F 
Rating:
5.0

Customer did not leave a comment.

BRIAN C 
Rating:
5.0

Nothing!

RICHARD P 
Rating:
5.0

Customer did not leave a comment.

Virginia F 
Rating:
5.0

Customer did not leave a comment.

DAVID B 
Rating:
5.0

Customer did not leave a comment.

SARAH O 
Rating:
5.0

Customer did not leave a comment.

PAUL J 
Rating:
1.0

It was the worst experince ever , I made a reservation with a week in advance and the day of pick up the truck was not there. They send me to another location where I supposed to have my truck and it was not . I reserved 26 feet and I ended with 15 feet . It was a 5 hours delay I and I need to do several trips . Unacceptable! I am done with you guys . Truly disappointed

FRANCISCO L 
Rating:
5.0

great help at pickup and drop off.

KERRY B 
Rating:
5.0

Customer did not leave a comment.

Michael B 
Rating:
4.0

Customer did not leave a comment.

DAVID M 
Rating:
5.0

Customer did not leave a comment.

MARCUS S 
Rating:
4.0

Problem they would not accept trailer we agreed to tow and sent to location 12 miles away

Roger S 
Rating:
1.0

A very rude elderly employee said he would check the truck and came back with a broom telling me to clean the truck that had animal hair (???) I am an allergic person, without any pets. It was a totally disrespectful situation. Only furniture was transported in this truck without any animal hair. They sent me more than 20 miles from where I had chosen, I put $100 worth of gas in the truck and they still charged me an extra $33 because they said it was below the agreed price. Agreed, great word! since everything that was agreed with you was not agreed upon.

BRUNNA N 
Rating:
5.0

Really good experience

James G 
Rating:
4.0

Customer did not leave a comment.

RUSSELL J 
Rating:
5.0

Show How open gas

MICHELE K 
Rating:
5.0

Customer did not leave a comment.

EDGAR M 
Rating:
5.0

Customer did not leave a comment.

Clayton G 
Rating:
5.0

Amazing 5 star

MICHAEL C 
Rating:
5.0

Special thank to Dennis who made everything so easy and pleased for me and the family.

NAZARIO B 
Rating:
3.0

Everything was perfect but the only thing that disappointed me was that they over charges for gas! 76$ for quarter of a tank?? Seriously?

NAZARIO B 
Rating:
5.0

Customer did not leave a comment.

Stivenson D 
Rating:
5.0

Dennis and Marian provided friendly and informative customer service! They took the time to explain things thoroughly. Highly recommend.

MARI T 
Rating:
5.0

You guys were superb!

TARAH T 
Rating:
5.0

Quick and easy!

LISA N 
Rating:
5.0

The service was great. The people who waited on me were great. The manager is outstanding.

EMIL M 
Rating:
5.0

Customer did not leave a comment.

David F 
Rating:
4.0

Customer did not leave a comment.

Elizabith A 
Rating:
5.0

Customer did not leave a comment.

MARK T 
Rating:
5.0

Customer did not leave a comment.

MAXXMILIAN L 
Rating:
5.0

Customer did not leave a comment.

COBY S 
Rating:
5.0

Customer did not leave a comment.

LUIS P 
Rating:
3.0

WE were surprised that we had to pick up the truck at this location. WE had planned to pick up close to our house in Oakland. The left front tire had to be filled with air and didn’t hold its pressure so that was stressful to deal with. Pretty unhappy with the pickup experience.

Vernon K 
Rating:
4.0

The representative who called me was a bit rude over the phone. When I picked up the phone I said hello and he didn't say anything so I said hello again. He chastised me for not saying hello when picking up the phone. Then he was very stern with me about needing the rental back at a certain time. I was supposed to have the rental from 9:30am-3:30pm (6 hours). He kept reiterating that I could not be late with my return. Better customer service would be to say, "Ma'am, we have someone renting the vehicle at 4:30pm. Will you be able to return the vehicle at precisely 3:30pm so we can have it cleaned and prepped for the next customer?" The answer would've been "Yes." It was a local move, so I knew I would be able to get the U-HAUL back in time.

Nhu-Y V 
Rating:
4.0

Customer did not leave a comment.

JOHN D 
Rating:
5.0

Other U-Haul providers are closer / more convenient; but Empire Mini Storage has people who are the very best at service: very accommodating; they look for -- and find -- solutions. Good experience; they think ahead of me. Good business people. I've rented from Empire Mini before ... and will go out of my way to rent from Empire Mini again.

KEVIN O 
Rating:
5.0

Customer did not leave a comment.

THEODIS S 
Rating:
5.0

Customer did not leave a comment.

Jeffrey M 
Rating:
5.0

Customer did not leave a comment.

Jacqueline L 
Rating:
5.0

Customer did not leave a comment.

MICHAEL D 
Rating:
5.0

The u-Haul app is a disaster. The people at our location we're great. The U-haul app was nothing but a pain. It did not keep the information I sent--I had to try to set it up about 7 times before it actually saved it--then it was not available for the people to read it in the morning. It should have stored all my info and it did not. Taking pictures of the Truck was also a disaster. It is laborious. F-minus grade....

Sherry G 
Rating:
5.0

This place Rocks, a well oiled machine. It could not have gone any smoother!!

Jeffrey P 
Rating:
5.0

Nothing I can think of. The employees were courteous and efficient, friendly. The van we rented was almost brand new, very clean and ran well. Especially appreciated the notation of the initial gas level, and how many gallons required to put it back to that level for the return. The initial rental reservation was made by phone, and very easy. Everything was clearly explained.

LINDA S 
Rating:
1.0

The truck was dirty and I had to sweep out dirt to avoid being blamed for it. When I returned the truck, the attendant was rude and condescending and blamed me for rubber foot prints in the bed of the truck that I did not create. He said he didn't appreciate the attitude and told me I could leave. I also rent a unit in the building and have rented trucks many times before. He was a caucasian man with a bald head. Unfortunately, I didn't get his name.

Jeffrey B 
Rating:
1.0

Guy was rude and sarcastic. But I guess he’s related to the CFO of U-Haul so nothing happens but this guy shouldn’t be working in customer service. So disappointed with how we were treated. We could have used another truck company which we will next time.

JONATHAN E 
Rating:
1.0

This was a terrible experience. The truck was very sketchy. Both door seals were falling off leaving the driver with the smell of fuels and fuel while driving the truck. They were in place when we picked up the trucks but continuously fell out when the door was closed or while driving. The truck was also extremely loud and made scary noises while driving. And to top it all off on Friday afternoon at 3:30 PM the location called me and asked if I was going to make it back to the drop off location by 9:15am the next morning because they already had this truck rented out to the next customer, and they didn’t want to make the next customer angry. This was so incredibly infuriating. I was at the time a paying customer who was in possession of the vehicle, why was the “next” customer being prioritized over me? What if I wanted to keep it for a week? Would I be then told no? What the heck was I supposed to do? I was now feeling pressured to “make sure I got it back in time so that I didn’t make the next customer angry”. This was such a terrible business practice. I am furious and will never use U-Haul again. When I dropped the truck off ON TIME yesterday the person working the counter was the same man who called me, and he didn’t even address the very rude comments and conversation from the day before. This was so stressful and added so much stress to an already very stressful few days of moving. I told the people at the counter that I wanted a partial refund, and they said there was nothing could be done.

Brian D 
Rating:
5.0

Customer did not leave a comment.

CHARLES C 
Rating:
4.0

Customer did not leave a comment.

SAIED M 
Rating:
5.0

Customer did not leave a comment.

Albert W 
Rating:
5.0

Denis was detailed, descriptive shared as wisdom good at recommendations. Did a great job.

LISA P 
Rating:
1.0

Do not trust this company

JUAN R 
Rating:
2.0

Why the AC of this truck is not working? Why you overcharge people for a trash truck like this? Why your gas level on your paper is higher than it is in this trash truck? The guys who are working there are really noce but that’s doesn’t help.

Reginald L 
Rating:
2.0

Interior and exterior of first truck offered was caked with dried mud. I requested a replacement truck which was only marginally cleaner. The operator of this location is very rude to customers, and has been for the 3 years I’ve used this location. He remarked about the muddy vehicle by saying “we are more interested that the interiors be clean”. I told him I was moving furniture and di not want clean furniture coming in contact with a muddy exterior. He seems to confuse efficiency with customer service.

JAMES M 
Rating:
5.0

Everything was great, the staff was friendly and reassuring. Make sure that customers buy the insurance it's so worth it.

Lisa W 
Rating:
5.0

Dennis is very efficient and professional!! 5 stars for the establishment and to Dennis .

LUCIVANIA N 
Rating:
1.0

Front desk attendant was very rude and unprofessional. Was not customer friendly for no apparent reason. Crazy fees to add on top of that.

BRAYAN L 
Rating:
4.0

Customer did not leave a comment.

HEATHER W 
Rating:
4.0

Customer did not leave a comment.

FERNANDO S 
Rating:
5.0

Customer did not leave a comment.

KATHLEEN G 
Rating:
5.0

The drivers door on the truck I rented was very hard to close properly. I would recommend that servicing occur on this door, as it was partially open for much of my driving.

CURTIS T 
Rating:
5.0

Best U Haul experience, employee efficient and quick check out and in.

CHRISTINE E 
Rating:
5.0

Staff were super helpful, gave clear directions

JOAN W 
Rating:
5.0

Customer did not leave a comment.

MICHAEL D 
Rating:
5.0

Todo esta muy bien ❤️‍🩹

ROSA S 
Rating:
5.0

I've rented a lot of uhauls over the last few years moving kids to and from college and this was definitely the best experience in terms of customer service! Highly recommend!

VICKY B 
Rating:
1.0

Reservations are rarely correct or even made when asked and/or confirmed. Very frustrating and service/staff is awful over phone. Very rude and unprofessional. I would use a different company but there is no one else. Way to ruin an already stressful time and then having to deal with a truck that is not there for you or the wrong size, then staff that treats you like it’s your fault and could care less. . What a nightmare.

Darcy S 
Rating:
1.0

The owner/U-Haul representative was extremely rude, ver unreasonable, with an unacceptable attitude. I rented a truck from this location, and returned early utilizing after hours infrastructure available at the location, and U-Haul app function for e-return. Contract was successfully closed out, got a call 5 days from the owner and get yelled at for dropping off sooner, and he said “I will charge you late fee for dropping off early” (!!!) and charged me after contract close out for late drop off. Very unacceptable treatment of customer. Without me mentioning complaining to U-Haul, he said “go ahead and submit a complain to U-Haul, I don’t care, I don’t work for you!”

BEHNAM F 
Rating:
5.0

Customer did not leave a comment.

ROGER H 
Rating:
1.0

The person that rented me the truck was rude

JONATHAN M 
Rating:
4.0

Customer did not leave a comment.

LAWRENCE Z 
Rating:
2.0

I picked up at 10:30. The cashier tried to pressure us to return the truck by 4:30 even I had it reserved for 1 day. I realized that particular size was all reserved for next day, she wanted to make sure it will be available. The truck transmission is really bad it struggle shifting badly.

HICHAM R 
Rating:
3.0

I was scheduled to pick up my truck at 9AM. I had a strict deadline to be at my moving location by 10AM which was less then 5 miles away. The office said there was a huge systems outage and that I couldn't complete my rental until it was resolved. This issue delayed me by over two hours. Needless to say it was a major inconvenience and problem. The kind gentlemen at the office suggested I let you know. I have no idea what type of compensation U-Haul might provide for this type of inconvenience, but anything would be appreciated.

VICTOR B 
Rating:
1.0

I made my reservation (89540265) on July 9th for August 17th. At 5:22 pm on August 16th I got an email with notification that my reservation was updated. When I reviewed the changes, I found out that I was moved to completely different location. Which is far from me (over 13 miles in North direction) and is not convenient at all - Why would I pay for extra miles I don't need to drive. You advertise a "Reservation Guarantee" with $50 refund - "should U-Haul, through its own fault fail to meet time, place and equipment size of your truck, trailer or towing equipment" - u-haul didn't meet place and I would like to claim that refund please.

Andrii B 
Rating:
5.0

Customer did not leave a comment.

TROY G 
Rating:
5.0

Customer did not leave a comment.

ANTHONY V 
Rating:
4.0

Customer did not leave a comment.

SONJA W 
Rating:
5.0

Everything’s good!

SANTIAGO C 
Rating:
5.0

The gentleman that checked me was courteous and helpful to my needs. The process was quick and I was able to get everything I needed in a timely manner:)

JACOB K 
Rating:
5.0

Customer did not leave a comment.

Mark C 
Rating:
5.0

The 15' truck we rented was not in good and healthy running condition. After we drove about half an hour, the automatic Gear was not shifting and as a result the truck was moving very slowly close to stop on uphills.

SHAHIN M 
Rating:
5.0

Customer did not leave a comment.

Kat O 
Rating:
5.0

Mason and Dennis were really helpful and communicative. If I ever need to get another uhaul this is the place I’ll go to every time. 5 start rating!

Aunistie F 
Rating:
5.0

I found the outlet to be superior to many previous U-Haul rentals.

TOMMY T 
Rating:
5.0

Customer did not leave a comment.

WILLIAM J 
Rating:
4.0

Customer did not leave a comment.

james s 
Rating:
3.0

Van was very dirty on the outside.

Luchia T 
No reviews have been submitted for this location.
  • Moving Trucks

    We have the largest selection of new trucks!

  • Trailers & Towing

    Our cargo and utility trailers start at $14.95!

  • Moving Supplies

    We sell hundreds of products to make moving easier!

Back
To Top