Frustrated military families with the moving process and Privatization!

By: Karen Jowers

Officials must get the process right so that the household goods program doesn’t “end up where we are with the housing situation,” said Sen. Thom Tillis, R-N.C.

Don’t make the same mistakes with privatizing the management of household goodsmoves that DoD did with privatized military housing. And listen to military families, senators cautioned the commander of U.S. Transportation Command.

Officials must get the process right so that the household goods program doesn’t “end up where we are with the housing situation,” said Sen. Thom Tillis, R-N.C., during a hearing Tuesday of the Senate Armed Services Committee. He was referring to situations such as mold and mice in some privatized military housing, resulting partly from what some have said have been inadequate oversight and accountability on the part of DoD and the services.

“I really want to make sure we get this right, in terms of accountability, predictability and customer satisfaction,” Tillis said.

In the wake of problems such as damaged household goods and delayed moves, a number of frustrated military families have called on TRANSCOM to hold moving companies accountable for problems. TRANSCOM officials are in the early stages of developing a plan to contract out the core function of managing military moves to a private company, with a current timeline of having the transition completed by the beginning of peak summer season in 2021.

Sen. Richard Blumenthal, D-Conn. asked TRANSCOM commander Gen. Steve Lyons for a commitment to make the needs of military families their priority in their effort, citing concerns raised by Army wife Megan Harless, member of an advisory panel convened by TRANSCOM. Harless stated the advisory panel has not been asked to weigh in on the idea of privatizing the household goods process, and expressed concern that TRANSCOM hasn’t fully researched the idea, and isn’t considering some other options that could help military families in the short term.

“This is all about improving curbside service for military families. That’s our North Star. That is the only reason for this effort,” said Lyons, who said he has received more letters on the issue of household goods than any other TRANSCOM issue in the six months he has been commander.

“I agree with the criticisms of the program. We need to take action to remedy the program as it exists today,” he said, adding that DoD has been studying the issue since 1996

Lyons said the TRANSCOM effort is not “privatization,” since military moves are already conducted by private industry today. Rather, it’s putting the overall management of the household goods process in the hands of a private company.

He said he’s told service officials to “hold me accountable. Allow me to develop an acquisition tool to hold industry accountable,” rather than the current system “of very little centralized responsibility, even inside the government.”

Lyons said there has been some concern about the proposal within the moving industry, but others in the industry are supportive. “Some see an opportunity to enter the market. We want to grow the market,” he said.

Military moves have suffered with ever-growing shortages of truck drivers, and fewer workers to do the jobs such as packing and loading, for a variety of reasons including an improving economy that opened up jobs elsewhere. It’s especially difficult during the peak summer moving season, when military moves are competing with those in the private sector for the available trucks and workers.

Below the level of the move manager, Lyons said, DoD will still need the same or greater number of movers. “We just need the level of quality and accountability in the system,” Lyons said.

Lyons said moving industry associations have been drafting legislative language that would delay the proposed change for two years.

“That would be a gut punch to military families,” he said.

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We are committed to moving you safely. In these unprecedented times, we take our role as essential service providers very seriously. We will continue to provide services while following recommendations from the CDC and the WHO while working to protect our customers and front-line employees.

Limiting in-person contact is the best practice when limiting the spread of COVID-19. While our business requires we enter the residence to provide packing and loading services, we can conduct the quote process via virtual survey.  While the staff is working remotely, they are available to customers, agents and drivers during the same business hours and in the same manner as if they were working in the office.

As you plan and prepare for your move, here are some steps you can take:


  • Rather than greeting the crew with handshakes, greet them in some other way, verbally for instance.
  • To ensure everyone’s health and safety, if you or anyone within your household may have contracted Coronavirus, or are isolating due to exposure to the virus, call us and explain the situation; in many cases, we will try to work with you
  • If you must cancel your move, be sure to ask questions about how we are managing cancellations now
  • Your health and the health of your family is important. If you are in a vulnerable group, over 60 or have a compromised immune system, schedule your move after the pandemic is over if it is at all possible.
  • Provide the moving crew access to a sink, soap and paper towels throughout your move. If this isn’t practical, and it is readily available, provide hand sanitizer
  • Purchase new moving boxes and tape; this isn’t the time to use recycled boxes from online sources and free sites or from stores
  • If you have not already purchased food for the next couple of weeks, you’ll want to stock up on items that you eat regularly. Any shelf-stable items can be donated to Move For Hunger before your move to lighten your load
  • When moving long distances, you may want to fly in to meet your moving truck. Be sure that you book refundable plane tickets and select hotels that offer free cancellation. Ask about cancellation policies before you book, and remember to read