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Customer Reviews for Empire Mini Storage
(U-Haul Neighborhood Dealer)
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.
Everyone was very helpful.
Rob GGreat service, fast and friendly staff.
MICHAEL MVery accommodating
donna CCustomer service let me know it was not a good location to drop off that there able to steal the keys I was not happy with having to pay extra. There was No deal I would have been ok with dropping it off in CO. I was in.
KAREN SNothing
Maxim GGreat service
Wilfredo OThe lady who rented the truck was very nice. The guy who received the truck was very rude.
Juliana SI did not see a way to comment on the condition of the truck when I returned it; the passenger side mirror would not stay in place and easily blew toward the side of the truck when in motion so that all I could see on the passenger side was the side of the truck and not the traffic thus making a lane change to the right very difficult. There was an indication that the truck was running out of gas as I was returning it, but it still had an unknown amount of gas in the tank so that I inadvertently filled it way above the original amount when I relied on the published estimate of how much gas to add. The representative was very good at anticipating questions and problems and advised me to reserve an extra day which ended up giving me enough time to finish my move without delay. He also advised how much gas to add per the chart, which was new to me. He was very helpful and knowledgeable.
Sherrill NQuick and easy pick-up and drop-off. Plenty of Street parking. good location, great supply of trucks especially larger ones.
John PUhaul 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 KI got the truck I needed and got everything done! Thanks
Chris BI 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 BHelpful staff—courteous, professional, helpful.
David MGreat Customer Service!
osmani vThe whole process went smoothly, people were friendly. No complaints.
fred rNothing 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 OEverything 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 FThe parking is a little tricky
TAYLOR FOur 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 SNeed 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 IDennis 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 BWindshield wiper blade fell off . I had to pull over and reconnect wiper. Driver view was impaired.
ROBERT BManager there is professional, courteous, helpful! I use this location whenever I can.
David MGreat 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 BFriendly staff.
Gary SCustomer service was great.. Explained everything extremely well.. Will come back for sure..
Juan AIt all was so easy
David GIt was great
Gerardo MGreat 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 BThe 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 BAmazing staff and I truly appreciate their help.
Nathaniel RI 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 DVery good
Cristalyn RI 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 MOutstanding and friendly customer service and easy rental close to home.
William OThank you very much. Have a good weekend.
Connor RNo complaints. The staff was very professional and quick to have things ready. I will recommend them to anyone
Yvonne aSuper fast service. Very clean office. Great overall
Robert MVery friendly and professional staff.
arvid lWith 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 BVan ran great. Was just what I needed. Thank you!
Chris BThe 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 UStaff very helpful
Jeff MFabulous customer service. 5 stars!
MICHELE G10 out of 10
Jaeseung SThere 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 CStaff here is wonderful! Don’t change a thing!
Donna HThis 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 KEmpire Mini Storage went out of their way to help my staging company, Upstage-Marin. Thank you for making this happen!
Glenn SNothing. 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 RThis 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 TWhen 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 GThe 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 SDennis was very helpful.
matthew hEasy to set-up, and friendly staff. I would definitely recommend this place if in need of a rental vehicle.
Tracy BHave 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 BGreat movers! Hard working and careful!!
Colleen O