Kelly G.'s Report

Broker: Menards Moving and Storage (Operating as a moving broker) Contracted Carrier: JCS Moving and Storage (USDOT: 4526003) Subject: Deceptive Business Practices, Predatory "Bait-and-Switch" Pricing, and Holding Household Goods Indefinitely (80 Business Days Past Pickup) As of today, October 9, 2026, it has been 80 business days since my items were picked up. This vastly exceeds even the extreme 45-business-day delivery window hidden inside their contract's fine print. Both companies are now actively avoiding communication, and the physical location of my belongings remains entirely unknown. May 15, 2026: I spoke with Carson Perkins at Menards Moving and Storage to arrange a move from my apartment in Indiana to my new residence in North Carolina. I provided exact sizes and item counts. Carson quoted me a total binding estimate of $2,245.65, and I paid a $971.16 deposit. Carson explicitly assured me that there would be no extra fees for stairs or elevators, and that the moving crew could pull onto the grass to reach my door. He promised a logistics call 5 days prior to my June 15 move date. June 10, 2026: No logistics call was made. Instead, I received a text from 219-300-1372 stating someone would call over the weekend and that I must answer. June 14, 2026: At 8:23 PM the night before my scheduled move, a representative named Mia Matthews called from 219-300-1372. She informed me my pickup was being pushed to a "backup date" of June 16. During a grueling two-hour call, she forced a re-inventory. Despite the exact dimensions I previously gave Carson, Mia claimed he "underestimated everything." Under extreme duress and facing immediate move-out deadlines, I was forced to accept an inflated total of $3,487.25 (an increase of over $1,200). This rate weaponized charges Carson promised wouldn't exist, including a stair charge, a higher fuel charge, and unexplained origin/destination fee increases. I was forced to pay an additional $500 deposit, leaving a remaining balance of $2,016 split between pickup and delivery. June 16, 2026: At 8:55 AM, the driver called from 912-282-4587 stating they would arrive in 2.5 hours. At 11:18 AM, they called back for gate codes. By 12:14 PM, the movers called us back and refused to load our belongings, falsely claiming they had not been paid to load items and refusing to walk up and down the stairs. We spent the next hour calling back and forth between Menards Customer Service (888-209-7075) and JCS Moving and Storage dispatch (receiving calls from 206-333-5739 and 678-534-3213). We informed them that the stair fee was explicitly paid for in the updated contract. My daughter then called to inform me that the movers had completely abandoned the property. At 12:27 PM, we reported this breach of contract to Menards Customer Service. By 12:45 PM, the movers returned and finally began loading. At 6:50 PM, the carrier confirmed my belongings were loaded after my daughter paid $1,010.00 in cash. Mid-June 2026: On June 19, a representative called to confirm my destination address. When I called customer service (888-209-7075), the agent stated delivery would take 3 to 10 business days. Upon reviewing the fine print later, I discovered a clause giving them up to 45 business days to deliver. August 17, 2026 (Business Day 42): I called Menards and spoke with Janell, who finally disclosed the carrier's identity: JCS Moving (USDOT 4526003). Minutes later, I spoke with Sally about an ETA. She refused to let me hold while she contacted the carrier and promised a callback that never occurred. August 21, 2026 (Business Day 46): The maximum 45-business-day contractual delivery window expired. No delivery was made, and no status update was provided. August 24, 2026 (Business Day 47): I called customer service and spoke with an assistant manager named Antonio. I video-recorded this interaction (complying with North Carolina's one-party consent laws). Antonio admitted it had been "a good while" since pickup. He promised to "put pressure" on the carrier and provide an update within 24 to 48 hours. He refused to let me hold and failed to call back. August 31, 2026 (Business Day 52): I called customer service again and spoke with Sally. She confirmed JCS Moving and Storage was the carrier but stated that because Menards is "just the broker," they do not possess the physical address of where my belongings are being stored. She refused to transfer me to a supervisor, claiming a 24-to-48-hour callback window. September 1, 2026: I sent formal certified letters to both Menards Moving and Storage and JCS Moving and Storage demanding the immediate delivery of my goods. To date, I have received no return receipt cards back, and subsequent verification has revealed that the physical address listed for JCS Moving and Storage is entirely vacant. September 2026: I filed a formal dispute with my bank regarding the services not rendered and deposits. Neither company has responded or offered any dispute back to the bank. I have also attempted to contact JCS Moving and Storage directly using all available numbers in Georgia, with zero success: 678-534-3204 rings out to voicemail that auto-disconnects; 844-567-4404 goes to a busy tone and disconnects; 844-567-4407 routes to dead air and disconnects.

Reported Mover