Customer Reviews for Empire Mini Storage
(Concessionnaire U-Haul dans le voisinage)

2 080 évaluations

425 Bel Marin Keys Bl   Novato, CA 94949

(415) 382-1751

Heures d'ouverture de l'établissement

  • Lun - sam : 9h am à 5h pm
  • Dim : fermé

Services dans cet établissement :

Pour nous contacter

(415) 382-1751

425 Bel Marin Keys Bl
Novato, CA 94949

Services dans cet établissement :

Heures d'ouverture de l'établissement

  • Lun - sam : 9h am à 5h pm
  • Dim : fermé
  • Retour client 24 heures

Testimonials From Recent Customers

Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.

Overall Rating:

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Évaluation :
5

Le client n'a pas laissé de commentaire.

GLENN S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Christopher G. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

GLENN S. 
Évaluation :
5

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

LAUREAN N. 
Évaluation :
2

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. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

AUGUSTO D. 
Évaluation :
1

Le client n'a pas laissé de commentaire.

EILEEN Y. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ANASTASIA B. 
Évaluation :
5

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JOANA F. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

paul D. 
Évaluation :
5

The employee made it very easy.

VANESSA E. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BARBARA D. 
Évaluation :
2

Le client n'a pas laissé de commentaire.

Jasmine A. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ANAHI G. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

FREDERICK C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JERRY I. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ANIKO V. 
Évaluation :
5

Great costumer service! Thank you guys!!

OTTO M. 
Évaluation :
3

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. 
Évaluation :
5

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. 
Évaluation :
5

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

GREGORY P. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

STEVEN C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JERRY I. 
Évaluation :
5

Both team members working the counter were very courteous and efficient. The pick up and return process were both clear and quick. I appreciated this stress-free experience, which is rare when renting a vehicle.

ADI W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Patricia T. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

FABIO G. 
Évaluation :
4

The truck SHOOK a lot and was very noisy- noisier than need be. Clearly some parts need tightening up. also- getting out the middle seat belt was difficult bc it was tied up. and it sure sucks up gas! 14 gallons to go less than 100 miles? wow! that's something people should be told..... or maybe the gas gauge needs repair? thanks

SCOTT B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

MATTHEW J. 
Évaluation :
5

The 10' truck was not equipped with a ramp. This location was closed on Sundays, so had no way to exchange it. We were annoyed & disappointed because we were moving very heavy equipment. The photos online for this particular truck shows a ramp. Pls inform your customers next time if you are giving them a different truck or one with missing equipment/features. Other than that, we like the location & staff here.

KRISTIN M. 
Évaluation :
4

They forgot to put my half dozen blankets in the back. Other than that this location is great. The San Rafael location completely fouled up my “Guaranteed Reservation “. What a joke! I have had problems over and over with the San Rafael location.

WENDY B. 
Évaluation :
5

Good customer service.

JOHN O. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

EDWARD C. 
Évaluation :
5

Everything was good the rep was very helpful and friendly

ELIAS S. 
Évaluation :
5

Nothing smooth & quick pu and drop off

AUSTIN B. 
Évaluation :
5

The staff was quick efficient and polite.

DANIEL L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

NOPE S. 
Évaluation :
5

Staff was very helpful. Charles was outstanding.

EDWARD R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

OLEG T. 
Évaluation :
5

Nothing. Everything went great. Dennis was fantastic and a huge help. I am very pleased with how easy and great my experience was renting a u haul from them.

DEBBIE C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CAROL B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CHARLES S. 
Évaluation :
1

Charles at empire was extremely rude and disrespectful Empire Storage is a terrible representative of the Uhaul corporation Very dissatisfied

Dana M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

KEVIN D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Carrie F. 
Évaluation :
4

The overall experience was much better than even a few years ago. Congratulations on using technology to help make the rental process easier.

Michael B. 
Évaluation :
5

Made for a smooth move.

BRENDA C. 
Évaluation :
5

When we were expecting to be an hour late for our reservation, we tried to call and there was no answer and the 800 number put us on an an endless hold. So when we arrived 45 minutes late your lame system had released our reservation and we did not get the size truck we ordered - 17 ft and had to settle for a 15 ft truck. It was not satisfactory as that extra space would have made the perfect size. We took the smaller truck as we needed to have something and as a result we were unable to fit everything in one trip.. Therefore we did not move everything we wanted. We have a pick-up so we had to use that to accomplish what we had hoped to do with the bigger truck. The Agent was super nice, very helpful and the location was neat and clean and very well run. Had the Agent not been so helpful we would have been unhappy over all. But the Agents help, courtesy, and concern to make our rental experience less disappointing, we went away after the rental was concluded and truck returned, extremely happy with that part of the experience. U-Haul needs to devise a better on line and phone system so when attempting to call regarding any and all questions or needed communication is efficient rather than a frustrating and unpleasant experience.

DONALD JAMES N. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Reyna A. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Leslie W. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

WILLIAM D. 
Évaluation :
5

The person who helped me was extremely professional and friendly.

BARBARA L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Uri K. 
Évaluation :
3

Not very friendly and no help. Asked me to carry out 24 blankets. Seemed to be unfriendly Called me when I was late for my pick up and reamed me. When I got there and gave him my name he mistook it for another customer and told me in no certain terms info that was wrong. .

HARRY C. 
Évaluation :
4

overall positive experience- only one person working in the middle of Saturday though , i had to wait a little because there was an unhappy customer ahead of me, seems like prime rental time and more than person should be available/working

Sarah B. 
Évaluation :
5

My pickup location changed the day before to Novato from San Rafael which was a pain in a Friday afternoon. No fault of the Novato location. I had a great rental experience there. Thanks

CLIFF P. 
Évaluation :
5

😎

NATHAN Y. 
Évaluation :
5

great service thank you

TRENT E. 
Évaluation :
5

On the vehicle I rented there was a slippery substance used to make the interior look very clean (including on the floor and steps) that I couldn't go into the van to load boxes without my feet sliding - it felt like there was no firm footing. Even though it just looked clean and not wet, it saturated into the bottom of my cardboard moving boxes and was even on the floor in the cab. My heel kept slipping as I used the gas peddle. Beware, fall risk is great and I would imagine, a liability for uhaul. Otherwise, a really good rental.

BEVERLEY D. 
Évaluation :
1

Horrible service, I will use other company next time.

ANDREY S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

THOMAS B. 
Évaluation :
3

Truck made strange noises, you over charged me for my gas. 23 miles, I put 3 gallons in which covers more than what I drove.

LEONARD S. 
Évaluation :
5

Friendly professional staff and no complaints

STEVEN A. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

SCOTT C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DAVID G. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Candice P. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

AIMEE D. 
Évaluation :
5

Good stuff

JUAN R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

RAMONA N. 
Évaluation :
3

Accept cash payment

DENISE O. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Bryan J. 
Évaluation :
5

It was a smooth and quick experience

LYNNE B. 
Évaluation :
5

Unlike the online support, who was rude and extremely aggressive…the staff at the Novato location made the process absolutely smooth and fantastic! Im so grateful for the time!

Timothy F. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

JACQUES R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

John R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

VADZIM Y. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

BRIAN T. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

don B. 
Évaluation :
5

Friendly professional staff. Clean truck in perfect working order. Check in and out was efficient and easy. Je les recommande fortement. 

GARY S. 
Évaluation :
5

Van was dirty, but that was ok. The app would only allow one picture so I couldn't show that it was dirty when I picked it up. I wasnt charged or anything, though.

KAREN D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Michael M. 
Évaluation :
5

Great friendly service

Alexey N. 
Évaluation :
5

Dennis is so professional friendly and knowledgeable

Benjamin W. 
Évaluation :
3

I don't know if this was location problem or a website problem. I checked in the day before but never got info on how to get the keys when onsite before actual place opened. I think something went wrong with payment too. Reps on the phone were not of any help. Went well in person but before then there where many breakdowns. This contract number is probably a good one to look into - 29755127.

Matthew S. 
Évaluation :
5

Computer system was down and office staff super friendly during the challenge to keep customers happy.

Mitch F. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

TREVOR R. 
Évaluation :
5

Charles worked the reservations counter and he was very attentive, professional, and friendly.

Erik M. 
Évaluation :
5

Great location, easy pick up and drop off!

CHARLES W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

FRANK L. 
Évaluation :
5

I've been renting U-Haul cargo vans from Empire Mini Storage for several years for my business. Friendly and helpful staff. Great vehicles in perfect condition. The vans have AC, backup cameras, multiple power outlets, and even a mini-plug input so you can plug your phone into the stereo. The location if very safe. I've never had a problem leaving my car parked overnight. Je les recommande fortement. 

DANIEL M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

David M. 
Évaluation :
5

Dennis does an outstanding job. He simply makes the transaction of renting a truck very smooth.

CRAIG W. 
Évaluation :
5

I am in the process of a staged move 240 miles away. These guys are great, Flexible, easy to deal with when bumps in the road come up. I've used them for local moves as well, kids in college, etc. Highly recommend.

DAVID T. 
Évaluation :
5

Customer service and vehicles at this location are excellent.

LINDA K. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

NANCY RAE R. 
Évaluation :
5

Have trucks filled with gas on pickup so the customers can simply bring back full rather than having to estimate how much fuel us needed. Truck initially only had 1/4 tank which meant I had to go to a gas station 2 times and estimate when I'd refilled it sufficiently.

Mark B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Page H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DAVID M. 
Évaluation :
1

The manager at this location was very rude and unprofessional. While I understand that I was 30 minutes late to pick up the truck I had reserved the truck for 8 hours. So what does it matter if I just let it sit in your lot or I drive it to another location. I paid for 8 hours and if I want to pay to have it sit in that lot for 8 hours I should have every right to do that. I didn't quite understand the hostility from your manager at this location regarding this. It was nice of him to reach out to inquire about where I was but that's where his good intentions ended. when I told him I was running 30 minutes behind he quickly turned into a real asshole. (I am sorry to use those words but it's the only way to describe his tone and attitude) he told me I have 15 minutes to get down there or he is cancelling my reservation and will rent my truck to another person. when I tried to explain to him that I intended to rent the truck for the whole 8 hours including the 30 minutes that I have not shown up for he began to tell me that I didn't understand how this worked. He stated that if I wasn't there in 15 minutes he would cancel my reservation. He also lectured me about how He could have rented the truck for the 30 minutes I haven't used. Like really?? 30 minutes? I would love to see how many U-Hauls have ever been rented for 30 minutes. He told me that I didn't understand how this worked and accused me of arguing with him while I was trying to explain to him my reservation was for 8 hours and that I intended to pay for the entire 8 hours regardless of when I got there. While I am sure a lot of people must flake and not show up, you shouldn't treat people that tell you they intent to rent the truck and paid for a 8 hour rental like they have stolen the truck and don't intent to pay you. It was one of the weirdest customer service experiences of my life and I really couldn't believe that it was happening when it happened. This gentlemen is obviously burnt out and needs to be taught how to de-escalate a situation rather than treat the customer like they are stealing from him personally.

Brennan F. 
Évaluation :
1

I rented a truck for two days and returned it this morning. When I first got in the truck I noticed it had two keys and the silver key didn't turn the ignition it was obviously glovebox key. So we only used the other black tipped key that turned the ignition (obviously). I am saying this all for a reason. When we returned the car, that was confirmed to us by the manager. This truck only started twice without assistance! I had to use my portable charger FIVE TIMES over the 48 hour rental just to get the truck to work. When we had to stop somewhere we left it running. I was lucky I had a good portable charger and that we weren't stranded on a highway somewhere! Every time I charged it and then turned over and it would work until we parked it again. No lights were left on, the keys were always removed, but the engine wouldn't start. When we returned the truck, we thought we would get sone compensation, maybe a full refund or in the very least some sympathy… but instead we got denial!! we were made fun of and laughed at and told that we must've just been using the silver key and it turned over when we use the black key like we were idiots, despite my being a surgeon with a very high IQ. If we don't get a full refund I am going to make a stink everywhere I can. This was intolerable, and during a heatwave with temperatures as high as 98° The guys that work there should be ashamed of themselves and fired. This was ghe worst customer service i have ever received. I don't know their names, but one man was tall and African-American, and one man looked a latino maybe and had a mustache. He said no we're wrong, the car is fine, we used the wrong key…,god bye!. It doesnt even make sense. I wasn't yelling or fuming, I was just informing them that they should look at their engine and maybe compensate us,but I was made fun of. I will never use U-Haul again unless some sort of action is taken. Dr. Beach

Rowan B. 
Non les évaluations ont été soumises pour cet établissement.

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