I don't use this place. I am not intimidated strikes me a sketchy business because I didn't reach out to post this review

Mason and Marian help me find the perfect unit for my needs also it is super convenient for them to have U-Haul right there at the property Marian was beyond helpful with showing me the process since I was new to renting a van. Mason was great at helping me with my reservation. read more

UPDATE: Just received a call from the Manager who apparently didn't like that I left an honest updated review (I had even upgraded from a 1 star rating to a 3 star). So, he basically stated that if the cab was not dirty that I would not have been charged and didn't like that I took pictures. So, what's the point of their checkout process asking if the truck is clean and if not, we have to post pictures. He didn't like my public review. He then proceeded to tell me because of my review, I could take my business elsewhere. LMAO - uh, okay! I really like (maybe) the new manager, he's been very accommodating after having no other choice but to try this place again - on top of only being a few blocks from our warehouse. We still utilize Uhaul at a minimum of 4 rentals per month (not always at this location). Other than San Rafael and Santa Rosa, this is now becoming our primary given the location. My only forewarning is this Uhaul doesn't inspect cleanliness before you rent. Twice now rented out a truck that was filled with debris, and I wasn't going to take the hit for it. First time, the guy basically told me they are not Uhaul and don't clean. I was very explicit, then don't expect me to bring it back clean because I'm not going to clean after someone else nor get penalized for it. Several occasions they nit picked us ... and guess what? Just picked up another Uhaul with pistachio nuts all over the floor. Lady inside "swept" it claiming she got it all and the cup holder ... nope. Found more nut shells and crap in the cup holders. TAKE PICTURES!!! They'll be the first to charge you, but won't clean up after the prior renters who leave trash everywhere. read more

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I've been a customer for a couple of years now and have rented vans and trucks in the past. I agree with other reviews, it is true they are not clean, clean and I swept crumbs off the seats and wiped away dust on the dashboard, etc to make it manageable for myself. However, the trucks drive well, discounts can be found, and the back of the trucks are clean. I find Empire Mini Storage to be the least expensive storage provider in Marin. The location is in Bel Marin Keyes and is a safe environment. Someone lives above the office and someone on site after hours. There is a stream that runs next to Empire, and during atmospheric river events, they have not flooded. Although standing water does accumulate near the back doors. My unit is on the first floor and I worry about flooding. Knock wood, so far, there has been no seeping water or flooding. The location is near "open space" and I worry about cridders. I have not seen droppings however there are several traps along the walls. Bird droppings accumulate during summer months when the birds nest in the corners. I sometimes worry about the birds attacking me as I walk by and the feather dust falling in my eyes. So far it is manageable. Once in, I use the other door. One concern I have is the extra fees. A pre-lien fee is charged if you are one month late on rent. I do think the pre-lien fee is a class action suit waiting to happen. There is also a late fee that management will waive under certain circumstances. The online website works well to pay your bills however, sometimes it doesn't take my payment method and phone payments have their limitations as you have to have your card on file for it to be used. I change my debit cards frequently and have to drive to the location to fill out the paperwork once again. I chalk it up to visiting my stuff and cycling it out. Overall, I am happy with the location, the service, and the staff. read more

I just rented a storage unit, and the process with Mason and Maryann was so easy! I really appreciate how kind and precise they both were in person and on the phone. So happy I found this service! read more

Really hate to write negative reviews but felt obligated to share my experience with empire mini storage regarding their uhaul service. I should have read their reviews before renting. Dennis, the guy who says hes the manager is terrible at customer service and should not rent any uhaul trucks if he doesnt want to. I have never met someone so rude and bad at customer service. Please for your sake, rent uhaul trucks somewhere else read more

I rented a moving van from this uhaul location and had a great experience. The van was ready and clean. I was running late and sent them a message via my online reservation and they responded right away! Check in process was smooth. When you check in, they asked for an estimated number of miles to be driven for the rental period. This will be used to calculate an estimated charge and it was used as a hold / deposit on my card. The staff explained everything clearly, including how to return after hours. After getting the key, they sent a link to my phone. The link took me to an online tool for checking the van out - note any existing damages, mileage, and fuel tank level etc. The van runs smoothly. Drives like a bigger minivan. No issues with it. Returning the van was no issue. They check mileage, fuel level, and condition of the van. I had driven a lot less than expected and they adjusted the final mileage and charged accordingly. I would rent from them again because of the friendly and helpful staff, clean and well maintained office/storefront, and good condition vehicles. read more

They have terrible attitudes and are rude and condescending. I recommend you rent elsewhere.

The storage facility is very clean, well lit units. I feel safe storing my items there. While the staff can vary, Dennis is committed to the tenants having a good experience. read more

I rented a unit at this facility in early 2019 and called today regarding the process for closing it out and retrieving my property. The person who responded, apparently the manager, when he learns the date I'm going to vacate, goes into a 2 minute diatribe on how they DO NOT prorate and that I MUST pay for the entire month. When I told him that was fine, I then brought up the fact that I no longer have a key to the storage unit and would need to have the lock cut off, a service I know they provide. Instead of just informing me of how much that would cost, he embarks on another diatribe inquiring as to how I lost the keys over the past 5+ years and became confrontational with me. I told him I was just calling for information as to the process to move out and the cost. I had to hang up on him and I hope for a better experience when I call again. Very unprofessional and extremely poor customer service. Chris F. read more

I am so grateful that I discovered Empire. It is convenient, clean and open whenever I've needed to access my "Treasures". Gratefully read more

Beware of truck rental scams. They lure you in with a great price to begin with but then get you with fees. After hours drop-off and their app doesn't work? Late fee. Swept out but not mopped? Cleaning fee. It's their business model. Make sure you find out all the fees they could possibly charge you with and be really sure you you meet their criteria 110%. Or... stay away from this place and rent a truck from somewhere else. It's probably easier that way. read more

Finding a place to store my archive and art collection was an adventure. ( Until... Thank You Empire ! ) I went from Sausalito to mid-Petaluma (and one Richmond stop) trying to find THAT one place. Visiting and taking pro / con notes to perhaps close to a dozen businesses. So many places in between were just plywood boxes / flimsy locks in a dark warehouse, or sturdy tin mono-brand lockers with absolutely no insulation which meant ( and I was warned by employee) super cold in winter, or super hot in summer. Some storage units I visited where outside with gaps around doors. And really suffocating prices for unreliable security and a good chance of ruin or theft. Until I walked into Empire / Novato. It had everything I needed. Security. Moderate temps all year. Clean. Space choices that fit just right. . . And, a satisfactory per month price. I have the pleasure now of confidently knowing all is safe. I routinely visit at my leisure to rotate art, add or subtract furnishings, and have immediate access to my work archive. Again, Thank You Empire, Fred read more

Very professional clean well maintened units

I would give this negative stars if possible. I don't know why my review of this place is down, I had included plenty of photos of the rat issue I had at this place, and the lack of acknowledgment and overall rudeness from the staff. I don't mind posting it again, I still have the photos actually. I do not ever suggest using their services. It's not a clean location and like I said, rats ate my new bed and furniture when I has my stuff here. Photos coming whenever I feel like it. It's lame my original review is gone. read more

January: MICE MICE MICE! I just opened my unit today to find mice have eaten and pooped all over my furniture. The "customer service" I just received was not helpful at all. So here's the photos, don't store here! July: Mice are still here, the management is ridiculously not helpful and I'm continually being bounced around. The assistant manager says it's Bill the general manager 'a problem but I haven't received a single call back and I've called every day this week to resolve it. I have taken off work to come down and speak with Bill and he's never here so I'm finally writing a review of how horrible this place is read more

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They charged me $25 for not folding moving blankets from my U-Haul rental return. Nowhere in my contract does it say that I needed to fold the moving blankets upon returning the truck. Also, when I dropped off the truck, no one metioned that I needed to fold the blankets. Based on the other reviews it seems like they do this to lots of people - don't trust Empire Mini Storage, this was super shady of them to do. read more

I needed to find a storage unit fast and came to Empire Mini Storage, only to find how helpful and accommodating they were. I had the pleasure to work with Shamus. He was very thorough and informative. He also made it easy and smooth to rent. Thank for your help Shamus. Sincerely, E.F. AND P.F. read more

Would totally recommend - clean, easy to access, pros at the business. Stored a whole bunch of stuff in a 10X10 after my mom moved from her home to an assisted living facility ... just a few months, great rates. Thank you! read more

Shamus was amazing! He's the newest member of the Empire Mini Storage Novato and got us in our unit with 1 hour! He gave us peace of mind with his extensive background in managing storage business. Wasn't pushy with us signing a contract, and was VERY thorough in walking us through the renting process. Thank you Shamus for the white glove service! read more

Hi guys thank you for always being there when I need you. I'm hating the increase Have a great weekday read more

I'm fairly new to the self storage game but my buisness has grown more than the confines my garage will allow. I needed space and some friendly professionally assistance and Empire Storage in Novato answered the call for help! I came in on a Sunday and Gabriel was swift and courteous to answer my questions. By Monday I was loaded into my new unit and the weekday staff at noon was extremely attentive and personable. The facility is quality and quiet. I'm very pleased with the onboarding process! Thanks Empire! Jp read more

I've rented a trailer here twice in the last few weeks. Even though I live in San Rafael, it's worth the extra drive to use this Uhaul location in Novato. Dennis is super helpful and went above and beyond to help me get the equipment I needed. The other staff were also very pleasant, professional, and efficient. Thanks! read more

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 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. read more

I've been renting a temperature controlled wine locker here for over two years and it has been an excellent experience!! The facility is clean, secure, and very accessible in terms of hours of access. They have a wide range of temp controlled wine locker sizes that fit any budget and any personal collection size. Hats off to Empire Mini Storage!! PS: they also have carts and dollies to help with your move in day. I've never seen that at a storage facility before. read more

Do not go here!! This store is not what it seems! Their prices have on incidentals like moving boxes and extra fees, these guys gouge their customers!! Price for some items are almost twice as much as the U-Haul store in San Rafael. I brought attention that their prices were much higher for moving supplies (boxes and packaging). They justified that their prices were higher because they were not actually a U-Haul store (private not Corporate U-Haul). Even with their higher prices they attempted to charge me with even more than this store had listed. When I said something, the (owner/manager?) got annoyed, he then charge me the regular price they should've in the first place and told me to "just leave". He acted like an asshole because I caught them trying to overcharge me in front of two other customers? In the long run it's cheaper if you rent and buy moving supplies from the San Rafael Corporate U-Haul store. In addition U-Haul will sometime make adjustments and they'll refund for unused items, this store will not!!! You're better off renting from a corporate U-Haul store. Do not rent from these guys they're tricky and over priced! read more

Was helping a friend prepare for a move and, as I've done previously, went to Empire Mini Storage to purchase, two each, wrapping paper and packing tape. After helping my friend pack up his kitchen and household belongings we found we only needed to use one package of wrapping paper and one roll of tape. Today I tried to return the unused products only to be informed they would not allow me to return those products for a refund. When I pointed out the packaging had never been opened all I got was a shrug and an excuse that "their system was not set up to handle a credit card refund" (I know in the 21st Century that technology excuse sounds pretty lame!). Seems to me it's a not so smart a business decision to lose a repeat customer by not making an $18 refund... read more

WAYYYY OVERPRICED! Look around the area first, these are the guys that will charge up to 3X the going rate! They charge the most money of any of the storage companies in the area. Give the least discount in the area (1st month is 25% off of the BASE RATE not the total). Must also give a 10 DAY notice before move-out...where most other spots were 7 days or less and not strict on it. If you are trying to find a reasonable storage place with reasonable rates then I would recommend you search elsewhere first and use this as a LAST RESORT, like I did. The staff is helpful and explained everything to me, but at those prices, I would expect nothing less than red carpet treatment... read more

Horrible customer service. Despite being a Uhaul, they refuse to follow all of the policies of the national company. If you read something online, don't trust it, because they say they are independent and don't have to honor the national company's policies. We had our reservation changed without permission and when we complained they were very rude. They told us they would cancel the reservation and we could take our business elsewhere. It is a good thing I called the national number to notify them of the problem because they in fact did not cancel the reservation but changed it to the way they had wanted and continued to charge us. They are dishonest and do not deserve your business. read more

I rented this unit from an online promo. I had never seen the facility before, and I was desperate for storage nearby. What a pleasant surprise! It's meticulously clean, and the site manager, Bill, is professional, friendly, knowledgeable and excellent at his work. It's clear he takes pride in his work, his team and their facility. If you are looking for an indoor, climate controlled unit in Novato, look no further. It also has a very convenient U-Haul rental service on site. Recommend 5 stars! read more

Very happy with the quality of space, the cleanliness and appearance of unit. Manager Charles was extremely helpful, professional, and friendly. I felt very comfortable asking him questions about the unit. read more

Great place to rent a U-Haul. The staff is friendly and very helpful. Didn't take long to get our truck. Just make sure you bring your printed quote that you got if you reserved it online because prices are different at the pickup location. Overall, we had no problems with our experience. read more

negative 5 stars would be appropriate. don't rent a u-haul truck from this location. the manager is an a-hole. no remote drop off so you plan your move and have to return by the same time the next day during business hours or pay another day for everything. read more

I've had them for about 4-5 months now and they have given nothing but great service. One of the ladies in the office when I first got my storage walked me through to show me the property and how to use my code at the gate. Everyone who works here is nothing but nice, and they understand that sometimes people have hard times and they help you out with your pay date. The storage is clean and has cameras all around the property, so I'm been comfortable with my stuff there & It's right now the street! read more

I had a very particular need for my unit to be clean, safe and able to easily see into. I researched and visited a number of self storage sites in Marin and Empire was by far the cleanest and nicest one I found - as a single woman it really mattered to me to feel safe and that the facility was clean and secure. I like their special lock system that makes it VERY difficult for anyone to break-in. And I really liked having a 10x5 where it is only 5' deep so I can easily see everything and it's easy to get to everything. I highly recommend Empire Storage. read more

I've used quite a few storage facilities, but I've found the best one yet in Bel Marin Keys - Novato! Empire Mini Storage has great hours, very clean, and friendly staff! I recommend Empire mini storage to all! read more

Wow this place is great love this state of the art compound it is seriously the best storage place in Marin!!! I couldn't find anywhere better they have excellent promotions going on all the time the place is as clean as ever and always stays immaculately clean!! I checked out the place next door and it really doesn't compare at all, seriously this place is such a treat in comparison to any other storage units in Marin. CHECK IT OUT! CLEAN! read more

Empire Mini Storage - Novato - mynx the supercat!!!! - Self Storage Near Me - Novato, California

Owner Bill is responsive, kind and professional. He goes the extra mile for his customers. Five-star service all-around. Highly recommend; we will be back! read more

I had a fantastic experience at Empire today. I was renting a U-Haul. Truck was ready as promised. Easy to drive. Pick-up takes about 10 minutes (maybe less if there isn't anyone in line). Drop-off takes 30 seconds. You hand them the key and they email you the receipt. Overall, it was seamless and easy. Thanks, Empire Mini Storage. read more

This is my first time using a storage unit of any kind and wasn't sure what to expect. I called around to a lot of places in Marin and Sonoma Counties. When I called Belham Storage in San Rafael and they didn't have any units available, the customer service rep, Andre' recommended I go to Empire and not to bother driving all the way to Petaluma or Santa Rosa. She said it was the cleanest and safest place to store my things. I had wonderful customer service from Dennis both on the phone and in person; he is new at Empire but knows how to treat people well and put them at ease even when the office is busy. read more