Moving Words – Military Moves

Timothy Brady

“All mankind is divided into three classes: those that are immovable, those that are movable, and those that move.” – Benjamin Franklin

The military’s U.S. Transportation Command (TRANSCOM) is planning on making seven changes to their military personnel move requirements. Keep in mind these seven new rules (as of January, 2021) have not been finalized. If they are, TRANSCOM will implement them on May 15^th, 2021.

The purpose of these new rules is to better support military personnel and families making Permanent Change of Station moves. The rules will address problems with property loss, including firearms, because of theft. They’ll speed up the claims process and set up the means for movers to improve scheduling pickups and deliveries.

Here are the purposed rules:

1. Customer support on Saturdays (a change from the previous weekdays-only requirement) Moving companies will be required to provide customer service support throughout the week and on Saturdays. Pickup or delivery still will not take place on weekends or holidays without a waiver or prior authorization.
2. Responses to calls and voicemail to the customer from the moving company. The military member or their government representative receives a response to a call or voicemail the same business day. Military members will continue to have one point of contact in the moving company for coordination and communication throughout the move process.
3. Labels or markings on cartons or containers containing firearms. In order to reduce theft of the military member’s personal firearms, movers will be required to eliminate “conspicuous page markings” on containers or packages containing personal weapons. Marking the outside of any package, luggage or other container indicating a firearm is inside will be prohibited, although documentation in a sealed envelope attached to the box or package is allowed. Overseas Containers containing a military member’s personal firearms will be placed in the first container with easy accessibility so customs officials can inspect them. The new rule will require the container be sealed at the military member’s residence. A written and signed acknowledgment of delivery will be required for any carton or package containing a firearm.
4. Tamper-evident seals to prevent theft. For overseas and container shipments, moving companies will use tamper-proof seals, which will be placed on the crates at the customer’s residence, unless otherwise directed by the customer. The seal numbers will be noted on the inventory list. At least two seals will be used per box to secure the access at top and ends. Four seals, at a minimum, will be used to secure container doors and side panels.
5. Tighter deadlines to accelerate the claims process. This rule is to expedite the claims settlement process when items are lost or damaged. Currently it’s not uncommon for military families to wait months for reimbursement, replacement or repair. By accelerating deadlines, the process will provide more power to the military member in deciding how to proceed. Under the proposal, military members would now have the choice to decide whether they want a replacement or receive full replacement cost — a decision previously left to the Transportation Service Provider, or TSP. The TSP will be required to respond to customer counter offers within seven days. The movers also face new repair deadlines of 20 days to hire someone to do the repairs and 45 days to complete the job. Should a damaged item be a total loss, the moving company’s salvage deadline will be 45 days.
6. New residential property protections. Movers will be required to put down floor coverings and take other measures in high traffic areas before loading and delivery to protect floors, walls, doorways and stairs from damage. Should they damage a property despite the precautions, they must notify the TSP of the damage within five days, and the customer can request a claim form and seek restitution for the damage.
7. Seven-day pickup window set by the military member. (Replaces a set date and alternates.) To establish a date for a move, mover coordinators would schedule a pickup date across seven consecutive days, with the start date to be set by the military member. The first day would be the “requested pickup date.” Should the company not be able to meet that date, it will provide a pickup date within seven days of that date.

During the time COVID-19 remains a concern, health and safety measures established by the Defense Department’s safety guidelines and protocols to follow during the pandemic, including mandating the use of personal protective equipment and following Centers for Disease Control and Prevention safety guidance, the proposed rules put these policies in writing, ensuring that moving companies follow the directive. Another note: TRANSCOM had been eyeing 2021 as its year to get out of the household goods shipping business. The command plans to contract out management and administration of military moves to a private company, which would be responsible for planning, scheduling and administering moves, as well as hiring moving companies as subcontractors to handle packing, shipping and delivery.

“I follow three rules: Do the right thing, do the best you can, and always show people you care.” – Lou Holtz