While executing permanent change of station orders from the west coast to the east coast, I used the Web site provided by the Traffic Management Office at Miramar to arrange a household goods pick-up for June 21, with an expected delivery date of July 12.
On July 7, while travelling through Texas, I received a call from American Red Ball trucking company informing me of a one-week delay in delivery due to overbooking; the new delivery date was scheduled for July 19.
Several days after reporting to my new command, I called the trucking company and was told that my belongings were still in San Diego and had not been assigned to a driver. The trucking company returned my call a few hours later and informed me that my belongings were actually due to be picked up on the 19th.
I received another call July 19, informing me that my possessions had not been picked up because the truck driver did not have enough room on the truck, and I would be put on a waiting list. Two days later, I was informed my shipment was assigned to a driver with an estimated delivery of Aug. 3. Before the week was out, I received a fourth call from the trucking company stating the delivery date had been changed yet again to Aug 5.
It was evident the trucking company was either overwhelmed or incapable of providing the customer service necessary to deliver my household goods. Sadly, this is often the case for thousands of service members throughout the military.
I spent an entire day calling roughly nine different numbers to verify when my belongings would be delivered. My efforts were equally fruitless asking for assistance from the TMO offices at my both old and new duty stations, who simply redirected me back to the trucking company.
This awful experience is unacceptable. I am a single mother with a 2-year-old son, in a new city and we were sleeping on an air mattress with nothing but the clothes on our backs.
Since my command became involved I received numerous calls from American Red Ball Co. as well as the TMO office at Miramar expressing their concern and offering their assistance. My complaint was forwarded, via my chain of command, to the Sergeant Major of the Marine Corps.
He assured me that he is aware of the issues Marines are experiencing and that Headquarters Marine Corps is working to ensure better service for service members throughout the military, as the other services also have similar issues with moving companies.
I received my shipment on Aug. 5, almost a month after its original delivery date. I hope, by reporting to my chain of command and sharing this with my fellow Marines, no one will have to suffer this experience in the future.
My advice to service members preparing to execute a PCS:
- Make sure you personally travel with any belongings you or your dependents may need in the event you’re left waiting for your household goods for several weeks, or have them express shipped so they will be available for you when you arrive.
- Keep in mind, non-essential items you purchase while awaiting your delivery may not be reimbursable.
- Lastly, if it’s possible, make sure your shipment is assigned to a driver before you complete the PCS.
Although it was only a share of what I spent while awaiting my household goods, I was fortunate to be reimbursed almost $600 dollars for pillows, a toddler bed, bed linen, towels, a shower curtain, dishes, pots and pans, and a floor lamp among other household necessities. Inconvenience claims can be filed through the moving company.