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

1912 évaluations

425 Bel Marin Keys Bl   Novato, CA 94949

(415) 382-1751

Heures

  • 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

  • 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 :
1

Truck smelled of alcohol and cigarettes. Staff was rude and short with me due to a mis-communication between staff members.

JAMES C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

GLENN T. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

RICHARD A. 
Évaluation :
5

Representative was very friendly and resourceful and respectful and you help me whatever I did my need it

ALLEN H. 
Évaluation :
5

Very accommodating and friendly staff, and very clean and welcoming location - I highly recommend!

Eric F. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

SUSAN B. 
Évaluation :
5

Both phone personnel and onsite personnel were friendly and helped out with great customer service.

MAURITA O. 
Évaluation :
5

The online rental procedure it's easy and it's always been accurate!

GEORGE A. 
Évaluation :
4

My customer service rep was very helpful and friendly.

MICHELE S. 
Évaluation :
5

Courteous friendly staff

JOHN M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JANINA M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

MARTINA R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenys Y. 
Évaluation :
1

TERRIBLE LOCATON. TERRIBLE SERVICE. NEVER GOING BACK

Spencer C. 
Évaluation :
4

The location is s little off the beaten path, but the service was exceptional.

PAUL H. 
Évaluation :
5

Great customer service!

JOHN P. 
Évaluation :
3

Guy was nice, only reason I give it 3 stars. Didn't have the dolly I needed and also I rented moving blankets online but the guy said they don't have them due to covid. I talked to someone over the phone to get the moving blankets so that is pretty ridiculous

CAMERON J. 
Évaluation :
5

Thank you for a good experience

RICHARD C. 
Évaluation :
4

Gas gauge inaccurate. Transmission load and uncertain. Return process punitive. Either submit ..to a 20 $extra charge or spend 20 mins submitting 6! Photos of various things. Absurd. Designed to encourage default to pay the 20 $. A scam.

DANIEL B. 
Évaluation :
5

This was such a pleasant experience. Both pickup and drop off were very seamless and easy. The staff was so helpful and friendly. I would highly recommend and I'll definitely be returning when in need of their services. Thank you for the outstanding customer service.

JENNIFER B. 
Évaluation :
5

This guy was great!

Kevin W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JOSEPH B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DAVID F. 
Évaluation :
1

Truck was really dirty, with pieces of glass and oil , with extra charges after everything already paid! To much charged for miles, really unhappy with the service.

PEDROPAULO L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JAMES P. 
Évaluation :
1

The mover damaged many pieces of furniture and appliances. My bed, headboard, footboard, and side rails all have scratches on them and gauges that happened when they were carrying my furniture. When they packed the furniture even though they were given blankets, pillows, and padding that they failed to use in places that would prevent damage. As a result of this, the washer and dryer both had deep scratches on the sides and a dent in the back of the dryer. They also made a mess in my bedroom by throwing my personal papers all over the floor from my dresser. Another issue is one of the movers was clearly under the influence of something and he used my bathroom without permission during COVID. He also had to be told to put on a mask. I would like to speak to someone about the papers that were on my dresser and desk all over the floor,. because I tried to resolve this with the mover and he has ignored my attempts.

STEWART P. 
Évaluation :
5

Amazing customer service

RENEE B. 
Évaluation :
1

The online website booking is terrible. It made the mistake of pickup and return location. It tried to reroute me to a further location because it thought I was doing a one way which I was not. The returning after-hours was also a nightmare as the phone app and mobile website couldn't get my GPS location even though it was turned on. The was also charge an extra 17 miles on my invoice per googling my route to and from my trip. 5 extra miles might have been acceptable but 17 $extra is just pure greed by the franchaise owner at Empire Storage/Uhaul in Novato Ca. Not a good experience at all

William S. 
Évaluation :
5

Keep the exterior of the van clean.

STEVEN S. 
Évaluation :
2

Back of the truck was filled with small debris. Staff cleaned it upon request, although debris was still on driveway 7 hours later upon drop-off. Had reserved 12 blankets. No clean blankets available, just a pile of dirty, unsealed blankets. Staff was indifferent to not having reserved item available. Had to load handtruck myself, other locations have the equipment on truck ready to roll.

PAUL R. 
Évaluation :
5

The staff is friendly, professional & helpful.

Diane H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DANIEL C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Daryl H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Rodney G. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

EDWARD C. 
Évaluation :
4

The brakes need work, there was damage not marked with stickers, and the headlights are useless.

Brett S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

SARA J. 
Évaluation :
5

Staff were knowledgeable, friendly and helpful.

JEFFREY T. 
Évaluation :
4

The pickup and return process on-line went smoothly. The van was clean and operated well. I was pleased with it all

Peter H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

RITA O. 
Évaluation :
3

With one reservation. All was great and flawless service, BUT.. Did the cellphone check-in for after hours delivery as alternative to 20 $charge if it wasn't done. All worked as far as we could see. But location billed me for the 20 $fee, saying that they couldn't see the check in. refused to correct for me, said out of their control, and to call u/haul. I did and charge reversed. Agent said she could see the check in activity but couldn't tell why it didn't go through. Good or great service from the location would have been to take care of it. The alternative cost me 10-20 minutes of my time.

DAVID K. 
Évaluation :
5

Shamus was professional, polite and friendly!

PAUL M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Patrick B. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Jonathan B. 
Évaluation :
5

Customer service (Dennis and Seamus) is outstanding!!

Patricia L. 
Évaluation :
3

The problem isn't so much the location but the procedures. The cargo vans I've rented are not clean and have visible problems I have to photograph and explain so that I am not liable.When I can find 5 problems in 5 minutes I wonder why U-Haul staff can't identify these and correct or mark.

WILLIAM S. 
Évaluation :
2

The cargo was very dirty, but due to the time restriction we didn't bring it up and lay tarp over the truck. When we brought it back the company charge me a cleaning fee. I'm not sure why since it was dirty to being with.

WILLIAM S. 
Évaluation :
1

Richmond store charged my CC for moving supplies I never ordered says from online I ordered a auto dolly only why

MICHAEL M. 
Évaluation :
1

Can I please be refunded for the exorbitant and inexplicable fees I was charged?

Michael B. 
Évaluation :
3

Not charging as 20 $dollars to do your job We pay for a truck to work and our work don't b done before 5 o'clock saw charging 20 $for checking truck is a rip off

RAMON V. 
Évaluation :
5

Easy in and out.

KENNA C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

IGOR S. 
Évaluation :
5

Tea and crumpets.

GIL M. 
Évaluation :
5

Great Atmosphere Great People Enjoyrd The Rental

RICHARD D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ALYSSA H. 
Évaluation :
4

They were professional, courteous and fast!!

RAYMOND V. 
Évaluation :
5

Customer relations at this store Navato ca was x as super great thanks UHaul

THOMAS F. 
Évaluation :
3

Reservation made online and was told after arrived to pickup truck that “we don't use that system” so I wasted my time filling out online info. Not very considerate of my effort to make the process simple for both parties. Need a disclaimer telling renters that they should wait to do check in when arrive.

KAREN F. 
Évaluation :
3

I was told that it would be OK to collect my moving truck after the scheduled pick up time. I showed up about 2 1/2 hours later at my schedule pick up time. At that point the self-service 24/7 app did not work and created a huge headache for me and my family. Fortunately Patricia at national customer service in Tennessee was, very helpful patient and thorough. Without Patricia's help he would never have been able to get the truck and move as scheduled

Gabrielle C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

AMY H. 
Évaluation :
3

1). Better user interface for digital app pickup and drop off. 2). Have someone empty the garbage out of the cab, sweep off the seats, and vacuum the interior. The fact that fast food wrappers, beverage containers, and all kinds of other debris was left in the cab area INDICATES THAT.NO SANITIZING/DISINFECTING PROCEDURES ARE USED TO NEUTRALIZE BACTERIA/VIRUS/PATHOGENS. That is UNACCEPTABLE. And wake up: asking customers at drop off (VIA THE APP) whether anybody with COVID-19 symptoms had contact with the vehicle IGNORES THE FACT OF ASYMPTOMATIC TRANSMISSION. You should assume that every user (and employee) is infected and potentially shedding virus, whether they have symptoms OR NOT. Please tell me how it is acceptable to U-Haul for you to go by a hand-held cell phone photo to determine whether the cab is “clean” or not. That procedure FAILED in relation to the 9' cargo van that we rented for the day. Clean AND DISINFECT the interior of the vehicles as well as high touch surfaces like the door handles. You would not want *your family* to: a. have to clean out trash from a rental vehicle before using it and/or b. have to expose themselves to pathogens present in the vehicle interior while driving the vehicle for 6 hours +. The cost of this rental was too high not to be able to expect to receive a clean vehicle.

Henry W. 
Évaluation :
5

I will add ramps to the trucks

RAUL JOSE C. 
Évaluation :
5

The staff at Empire is awesome! So nice and helpful. Facility is super clean as was my Uhaul truck!

LYNN M. 
Évaluation :
3

U-haul has found a new to steal from their customers, charging 20 $for after hours drop-off. They ask their customer to go online or download their app to check-out, verify your location and take picture of the dashboard, the app won't let you upload the picture, without the picture being uploaded you can not continue. Your app It's garbage and you are stealing from your costumers.

ANGEL A. 
Évaluation :
5

Slight mishap I had a 17 foot truck reserved at 11am No worries Dennis called me on Friday to explain the slight change to a 15 footer at 11:30

Benjamin W. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

CHANDRELLE W. 
Évaluation :
5

Chingon y rapido Quick and easy

MIGUEL R. 
Évaluation :
5

longer hours

TIMOTHY R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

TYRONE W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Shawna M. 
Évaluation :
5

The whole process was smooth and the staff was friendly and helpful.

pam M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Michael L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

PENELOPE C. 
Évaluation :
1

The truck wasn't clean and the check engine light was on! I explained this to the employee where I rented the vehicle from, prior to my taking the truck. He said that it was ok to just drive it as is.

ANTONIO R. 
Évaluation :
5

Great service as usual

STEVEN A. 
Évaluation :
4

Equipment was clean, cust service was very good but 2 service lights were on for tires and stabilization service needed. I think this should have been done prior to pick up. the 20 $“after service fee” is a waste. I was told no after hours key drop off but the key slot was open Sunday and I was told to drop off the key Monday am. Nothing had changed and this was annoying as I felt the Monday am trip was unnecessary.

Joana F. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CARLEE D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BEVERLY M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

SHAMON C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Michael M. 
Évaluation :
5

I received a call Monday am asking when I was returning the truck. I was told that I had a 3 day rental and was late. I left my office, drove home and returned the truck. When I reviewed my copy of the contract it stated a 4 day rental period. Why did I have two different rental periods? This was an extreme inconvenience to return the truck a day early. Please respond. Thanks Paul

Paul R. 
Évaluation :
5

Fast, and friendly service.

CHRISTOPHER R. 
Évaluation :
1

Terrible, rude, awful folks in the reservation system (CRYSTAL was her name). I've rented so many times and will never rent again.

GREGG C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

KRISTEN E. 
Évaluation :
5

Appreciate the flexibility and thoughtfulness - got bumped from San Rafael on pickup, they made it up by letting me bring the truck back a few hours later.

David S. 
Évaluation :
5

Very professional, quick and friendly!

JEFFREY C. 
Évaluation :
5

Staff at this location is always the best in the area. Very friendly and personable.

STEVEN A. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

James S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

FRANK C. 
Évaluation :
5

My experience was excellent, would go here everytime.

JOSEPH M. 
Évaluation :
5

Le service à la clientèle était génial. Drivers side seat belt kept disengaging, didn't discover it until I got on the freeway. Reported to staff after I dropped the truck back off.

Aaron N. 
Évaluation :
5

Nothing. Great service, great atmosphere, great people!

WILLIAM MILLER J D. 
Évaluation :
5

Very friendly staff. Very helpful.

CHRISTOPHER R. 
Évaluation :
5

None Quick easy good value

BENJAMIN W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Bruce D H. 
Évaluation :
5

Vehicle rented via website. Procedure very easy to follow. Personnel very appreciative and professional. Competitive pricing and for local needs it was perfect.

Veronique C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

AYDEN G. 
Évaluation :
5

Yes I would recommend to a friend and have. She too will be returning like I have (this is my third visit).

AMY M. 
Évaluation :
5

Employees are friendly and courteous

Kevin D. 
Évaluation :
1

I will never do that again!

LARRY P. 
Non reviews have been submitted for this location.

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