Customer Reviews for Empire Mini Storage

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.

Testimonials from recent customers of Empire Mini Storage

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Karma B.
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Customer did not leave a comment.

William B.
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Do not rent here, it's a storage facility and U-Haul on the side. Really lame, the guy wants customers to do his work. Be prepared to stand at the counter while getting really bad service with an attitude, and then YOU need to take a picture of you drivers license, then YOU need to upload it from YOUR phone then YOU need to do all the rest of the employees paper work, then YOU need to go outside and use their really lame app to complete a really long online form before YOU can even get in the vehicle. And if you don't have the ability to do any of the mobile phone stuff while the lame employee stands there and watches you do his job, then they won't rent to you. - THIS PLACE IS THE WORST! Do not go, unless you are addicted to using your phone all day and don't mind doing U-Hauls work for them...

Robert S.
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Anthony M.
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RICHARD H.
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Jason L.
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Staff member was extremely helpful, friendly and efficient! Excellent experience from pick up to drop off.

Jeffrey M.
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Customer did not leave a comment.

brent V.
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The location is so great because they are open on Sunday. This made it easy for us when we finished our move on Saturday we were able to return the truck early and not get charged another day. Pick up and drop off were a breeze. Definitely going to rent from here again.

Don D.
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Kira M.
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Felipe R.
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charles P.
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Justin B.
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Empire was fine, U-Haul however screwed up major. We were there at 7am, we were left at a check in screen that said waiting for agent, after 15 minutes of waiting we called customer service who transferred us to Truckshare, saying he could not do anything. We were on hold for 45 minutes, I truly did not think anyone was going to answer. Finally a woman answered who was extremely difficult to understand, kept telling me I need to add another contact to my reservation. I kept telling her that it says my reservation is expired. She tried fixing it but it took about 5 more minutes to change my reservation time since it was now expired. After all that, we FINALLY had our truck an hour and half later. This was completely unacceptable and she offered no compensation. Not only that, but our requested hand trucks were not there.

William R.
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Tell the customer about the rate per mile in advance!

Mariano R.
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HAROLD F.
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The gentleman I spoke with was extremely nice and helpful.

Anton F.
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chris R.
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Customer representative was rude.

MICHAEL H.
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There was dirt in the truck that we had to clean out before putting our furniture in. Stop the after hours rip-off. We have other choices to use.

Arash B.
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Suzanne L.
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Mariano R.
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Making customers register their drivers license on line is a terrible idea. I won't rent from you again because of it.

Jason N.
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Derrick L.
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Vehicle display said that an oil change was needed. Interior and exterior was covered with mud. Everything else was good. Customer service was excellent.

Kenneth P.
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Mark E.
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Super fast and efficient. Great customer service!!

Kenneth P.
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Customer did not leave a comment.

elaheh F.
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I am so tired and frustrated today in the middle of our moving truck(10')didn't start, it had Battery problem, fortunately one our neighbors had car Battery connection, after half an hour we could continue, my labors charged me hourly I paid extra to them, I called Novato center where we rented the truck, and told them about this problem he said they cant do anything

ella Z.
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abusive rude staff and have experienced it 2 other times from this same person and my friend witnessed it and i have been told the same by others i know in the county.

Robert S.
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lisa S.
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Rude customer service. Truck worked well.

Kian N.
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Susan K.
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Minh N.
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Susan K.
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Marlon M.
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I can’t say if I would recommend just yet. This is the first time I have had a good experience at this location. I have been there over 5 times to rent a truck and every time it has been a nightmare because of the rude and lack of respect service. So I was anticipating this today but I needed a truck fast so I went here. I was surprised at the nice service for the first time. So I will keep my guard until I get the next nice service. Then I will reevaluate.

Daniel V.
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Customer did not leave a comment.

heather M.
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The service was fast and friendly. The floor boards of the cargo van we rented was a bit sandy and dirty. Not a deal breaker

David S.
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Customer did not leave a comment.

Katherine A.
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I strongly dislike U-Haul's requirement that I upload my driver license to the U-Haul system.

nathan W.
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I could not have asked for a better experience.

Renton R.
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Possibly have some seats inside for customers waiting on a cold day. But I really liked the vehicle and Dennis who helped me. He was great. Thanks.

Brad S.
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Emrik R.
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Rick V.
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Gary J.
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Korhan B.
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I still haven’t received my deposit back.

ANNE B.
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I was charged two separate charges, including an overcharge for turning a truck in late when I was 15 minutes early. Multiple attempts to reach out to rectify the situation have gone unanswered. My next step is to report it with my credit card company, but I’m hoping to speak with somebody soon to rectify the situation and adjust the overcharged amounts.

Brad S.
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Simple and easy!

Marissa F.
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Customer did not leave a comment.

Ed Z.
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I came in to your store around 10am Thursday to pick up the minivan rental and there was only one person(Dennis) at the counter. After I came, about three other customers came in and they had to wait to be served. Dennis did a great job under the circumstances.

Christopher C.
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James P.
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Gary J.
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Anton F.
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It was a rainy day and some of my boxes got wet in transit; I believe from leaking through the floor of the back of the truck. I notified the sales associate.

Yolanda M.
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Everything went well

Melody P.
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zu W.
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KERRY B.
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I always rely on Uhaul. I have been using the Bel Marin location for years

Kevin M.
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I have to call the company tomorrow to correct my bill. I returned the trailer after 2 days and was charged for 3.

Eric W.
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From the start (Internet Reservation) to the pick up to the return everything was seamless. The employees were helpful, and pleasant. I had an excellent experience renting this trailer. No issues. I would recommend this location to anyone needing this service.

Norman H.
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Customer did not leave a comment.

Tammy C.
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Everything was super easy and the staff was very efficient and welcoming.

twyla thea Y.
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The alignment on the truck was off, which made it difficult to drive. But everything else was great. Service was fast and courteous. A pleasure to deal with the people who work here.

GERARD T.
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We had nothing but trouble with the scheduled pick up. We arrived at the original scheduled location (in Santa Rosa, CA) on time and no one was there or ever showed up. We were NEVER notified and not offered an alternate pick up location until we called U-Haul to find out what was going on. After calling back and forth and waiting on hold, we finally were given an alternate location that was an HOUR away. We needed this trailer as soon as possible that morning and finally ended up completing the pick up and transaction mid afternoon. This pushed our move schedule back considerably and disrupted our plans and schedule. After all of this, all they said that they could offer for the inconvenience was a discount of $75.00 off of the total bill. Now that we have completed the transaction, it looks like the promised $75.00 discount was NOT applied. I'm sure we will waste another hour or more on the phone trying to get this resolved. This experience was frustrating and more than disappointing. One thing in certain, if we ever need moving services again, we will NEVER use or recommend U-Haul again.

Randall M.
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Allyson F.
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I would highly recommend renting a U-Haul from this location. The staff provided great customer service. They were friendly and efficient making for a positive experience. I give them 5 Stars ??.

Kim A.
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Employee here was great. Very kind and helpful.

silvia R.
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Processing the information took to much time.

Larry B.
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Used a 10' Box Truck for a quick 5 mile round trip. The app did not save the fuel gauge picture (about 7/8ths of a tank) and I got charged for 2 gallons. Really? Two gallons for a 5 mile trip! The truck was dirty and needed a good scrub down. And this is why I usually use Penske.

Bruce M.
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Jeff B.
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Ariel A.
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Ken C.
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Let customers know when the office is closed for lunch. I returned the truck when the office was closed and I couldn’t wait around for it to reopen. This was inconvenient.

Michael K.
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Customer did not leave a comment.

Jeffrey M.
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Laura W.
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I was very pleased with my experience. Everything went smoothly, and the staff was very helpful. Also, I was able to rent the truck that I needed on short notice.

Julian E.
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Customer did not leave a comment.

Leah F.
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I was very dissatisfied that my location was changed the day before my reservation, that both the reservation person and the location person told me they would give me extra miles because of the change of location and there for longer trip but neither went through the computer process so I ended up paying extra money for the miles. In general very dissatisfied experience with the U-Haul company.

carolyn C.
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truck was not clean, staff not the most pleasant. if you buy u-haul moving supplies and don't use them, you cannot return them!

Tyler Z.
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LaDonna K.
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The staff was friendly, went over in detail everything we needed to know from start to finish.

thomas D.
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Genevieve G.
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Debra G.
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Improve? For me, not much. I love trucks to begin with so having this great truck to have to move my stuff was perfect! I was treated great on such a stressful day and even more when I returned the truck. I forget the man's name, but he was very nice and professional, but also very kind, humorous and friendly. Hope this helps. And, great location so people don't have to go to Central San Rafael near the Bellan area....that is a circus! Thank you so much!

Ann M.
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STUART K.
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Alfonso D.
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The gentleman who assisted me at the counter was very kind and courteous, unfortunately, I didn’t get his name but he signed me up in the Novato location.

David F.
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Joel P.
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Eric B.
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parking is VERY limited.

Stephen O.
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Customer did not leave a comment.

Paul F.
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I spent two hours trying to fix the trailers lights to all operate.. Finally came down to wiring concern at right tail\brake light assembly..no help was offered... Another trailer had been used and dropped off.. Backed up to that one.. Tested to see if all lights worked .. They did.. I had to ask for that one it wasn't even offered even after sweating in the sun for teo hours.. No offer to be compensated..

cynthia B.
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Very helpful staff!!

Thomas S.
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Customer did not leave a comment.

Donald V.
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daniel P.
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Nick P.
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William K.
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Really dislike the fact that you have to use app to rent and can't just go in at get everything done at the counter

Lennie G.
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Customer did not leave a comment.

No reviews have been submitted for this location.

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