ComplaintsforTotal Military Management, Inc.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Our military move was set up through TMM and was an absolute disaster from start to finish. TMM does not care out the service members they are serving or the belongings we entrust to them. The main issues with the claim fall into three categories: 1) TMM focuses on delaying any payout and building frustration to push service members to settle for anything instead of getting what they are truly owed. I tried multiple times to have a conversation about what was needed to substantiate my claim and was never told clearly. The requirements just changed with each round of correspondence. I finally gave up when information I provided was being ignored which was endorsed by the Claims Director and VP according to the email I received. 2) TMM unjustly devalues your belongings to minimize their liability. They look at any item you have and find the cheapest thing that may looks similar and offer you a fraction of that value. Two examples, I had a custom made sailboat model and they provided replacement value for a cheap toy. I had a specific tool (model provided to TMM) and they offered replacement value for the cheaper model. For custom made table that the contracted movers put screws through the top, they refused to acknowledge to provide a guarantee that the item would be restored to the original condition and value. 3) They have no respect for anyone's time. Multiple of their settlement offers expect me to go around and buy replacement hardware and install it at no cost to them. If a piece of furniture was shipped with all the hardware, it should be delivered the same way. I should not be responsible for buying parts or coordinating repairs for a full service move. For a move with FULL REPLACEMENT INSURANCE, I am being left with multiple damaged items and all the onus on my to deal with it. Please do bother to thank a servicemember for their service, because by the way you treat them it is clear you are not sincere.

  Business response

  10/10/2023

  Please see attached - 

  Customer response

  10/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The repair for the items has not been completed and we have not agreed on a resolution of those two items.  Additionally, I am awaiting a response from ***** ******** regarding an additional item.

  Regards,

  ****** *******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved my household good, and broke a lot of large furniture items, or damaged as well as items were stolen. They have only an answering service, and no one has been in contact since they moved our belongs. I have proof of item that were stolen as well as the damaged items they are yet to replace. They are said to have a policy in place, but don’t use it. My kitchen table is damaged an is not together because of missing hardwear.

  Business response

  07/19/2023

  To Whom it May Concern,

  Our contract is through the Government DoD and we follow the required rules, regulations and guidelines set forth by the Military regarding 1) claims liability, 2) settlement process and 3) dispute resolution. The military members are required to submit their claim directly with the Transportation Service Provider (TSP), in this case, Total Military Management (TMM). If after receiving their settlement from the TSP and they do not agree with all or part of the settlement, the member has the right to request further review of disputed items through the Military Claims Office (MCO).

  *** ********** submitted a claim for damaged household goods on March 25, 2023. TMM had the items inspected and presented a settlement offer. *** ********** did not agree with the offer and submitted a rebuttal. Upon receiving TMM’s response to the rebuttal, he opted to transfer all of his claims to the Military Claims Office. As per the regulations set forth by the military, TMM is not permitted to engage in direct negotiations with the service member once a claim has been transferred to the MCO. TMM is in compliance with all requests from the MCO’s office and will continue to work with their office to resolve *** **********’s claim.

  If you require additional information, please do not hesitate to contact me directly. We regret *** ********** had a less than optimal experience and we appreciate his time and feedback to suggest improvements to our processes.

  Respectfully, ***** ********
  Sr. Manager, Priority Claims *********************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I relocated from ******* to ********** and was compelled to use this company. Although the shipment arrived earlier than expected, the problem lies in the significant damage caused to my belongings. Firstly, they disassembled my transported sofa but failed to include the necessary screws for reassembly. Secondly, one of my items arrived in a broken container with missing components. Lastly, most of the electronics I shipped stopped functioning, including my high-value items: a $900 full keyboard and a $4000 Gaming PC. Despite my attempts at troubleshooting, such as checking connections and power supply, I couldn't get the PC to turn on. I filed a claim, but after several exchanges, they denied it along with other items. Their denial reasons were inconsistent and flawed. They initially claimed the item wasn't on the packing list, but I pointed out their error, prompting them to reopen the claim. Later, they denied it again because it wasn't listed on the high-value sheet. They labeled the PC as an old defective unit without any evidence and stated there was no mishandling. The money I invested in replacing components for the PC has now gone to waste. It's clear that this company mishandled and neglected my items, making it evident they're misusing the government's funds. They take advantage of soldiers by dishonestly describing items and refusing reimbursement, except for the cheapest items, to maximize their profits. The military should thoroughly investigate this company and make a better choice for their service members, as this company fails to fulfill the terms of their contract and is responsible for damaging personal belongings.

  Business response

  05/19/2023

  Please see attached - 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During our move from **. We had a washer machine that was a bit old, but it was still active with no problems. I also had a desk that was in perfect condition and no issues, along with my filing cabinet. Upon the move when we were settled in our military home, we noticed somethings. The first thing we noticed was that our washer machine had a hole in the drainpipe, and when we tried to run the machine, it was damaged. We got an estimate quote on the washer machine and the inspector clearly stated that it was old, but the damage was from the movers. The desk was also damaged upon repairs with a hole poked through one of the boards that will not make it able for the us to install the desk and my file cabinet clearly looks like someone tried to break into it.

  Business response

  03/24/2023

  Please see attached & advise if you should need any additional information.  Thanks

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I'm military and my household goods were loaded on a truck, but the movers (**** ****) left a couch behind. They said they would schedule for it to be picked up on Monday, but no one contacted me. I reached out to ****** ***** at TMM, Inc. but she didn't provide any information and wasn't very helpful. I'm selling my house on Tuesday and I won't have access to it anymore. I would like to file a claim for the cost of the couch, since the movers abandoned my furniture. They never followed up with me. I reached out to Ms. *****, and **** **** when I didn't hear from them, and they haven't sent me a time.

  Business response

  01/18/2023

  Please see attached response -

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ****** ********

   

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TMM was tasked with moving our Household Goods to **** ********* *** During this move the movers they decided to use damaged our brand new bed-set through careless handling and packing. We filed a claim via the process to be reimbursed the value of our bed. Per the contract and guidelines outlined to us through the claims process via the military and TMM they have 30 days to issue payment once settled. TMM will has not payed us and continuously ignores calls and refuses to pick up phone calls. Its over the 30 days and still yet to have received payment. No one ever answers the phone at this establishment when going through the military options on their phone line. Per the contract they are over their time limit to pay the settlement. I need help ensuring this company stops abusing military families and ensure we get paid what we are owed. My families GBL number is ***********

  Business response

  01/04/2023

  To whom it may concern,

  
  Our contract is through the Government DoD and we follow the required rules, regulations and guidelines set forth by the Military regarding 1) claims liability, 2) settlement process and 3) dispute resolution. The military members are required to submit their claim directly with the Transportation Service Provider (TSP), in this case, Total Military Management (TMM).  If after receiving their settlement from the TSP and they do not agree with all or part of the settlement, the member has the right to request further review of disputed items through the Military Claims Office (MCO). 
  
  We have spoken to the service member, , and advised her that the settlement check for her claimed items was issued on 11-29-22 and sent to her via USPS.  Member confirmed that she had not received the check.  She also confirmed that the mailing address we have on file is correct.  We have requested an immediate reissue of the settlement check for tomorrow, 12/20/22.  The reissued check will be sent via fed ex and tracking information will be provided to the member.  Reissuing of the check resolved all of the member’s concerns.
  
  If you require additional information, please do not hesitate to contact me directly.
  
  Respectfully,
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I got a phone call about schedule the delivery of my home goods from my previous base. I’ve left several voice messages about trying to schedule it. No response from them. I’ve called 10+ times the holds times are in excess of an hour each and at the end they say no one is available. I’ve called the minute they opened as well and all their lines are busy. No response to filing complaints.

  Business response

  12/08/2022

  Please see attached response - 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved from ******** *******, ** to ***** *** ***** and still have not received my household good shipment that was requested to be delivered on 05 July 2022, and had a required delivery date of 11 July 2022 set by the government. On 06 July I was informed on the phone by Ms. ****** ******** from "TMM" that my household goods would arrive on 11 July 2022. On 12 July 2022 was then informed by Ms. ******** that the shipment would arrive on 15 July 2022. I contacted Ms. ******** on 15 July once my household goods did not arrive that day and asked for a status on the shipment. She then informed me that it would be delivered the next day, on 16 July 2022 between 0800-0900. This also did not hold true and TMM's office is closed for the weekend. I have attempted to get information from ***** ****** *** *******, who is supposed to deliver the shipment but their customer service claims that I must work through TMM for everything. This is exceptionally problematic since TMM rarely answers their phone during their business hours. I have been lied to several times, my personal belongings may be lost or stolen, I cannot file any financial claims since the shipment has not yet been delivered, and I have been sleeping on the floor in a house with no furniture for over a week now. TMM is taking advantage of their customers and is receiving money from the government without providing the contracted service.

  Business response

  07/22/2022

  July 22, 2022
  ****** ******** ****** **** ***** ***** *** *** ************* ** ***** **************** ***   ***** ***** ***********
  To Whom it May Concern,
  Our contract is through the Government DoD, and we follow the required rules, regulations and guidelines set
  forth by the Defense Personal Property (DPS) Regulations.  We regret any inconvenience the customer has
  experienced.   
  The above related inquiry is related to a DPS Household Goods Shipment for ****, ***** which was
  booked under the *** ***********. Mr. **** had a Required Delivery Date (RDD) of 7/11/22. Mr. ****’s
  shipment was delivered directly to him on Saturday, 7/16/22. The Supply Chain/ Logistics/ Moving and Storage
  Industries are experiencing extreme nationwide and global delays due to interruptions in the supply chain,
  including labor availability, during this post-Covid 19 environment. Mr. ****’s shipment loaded from his residence
  on 6/22 and was taken back to the local agent’s facility in ******** *******, where it was containerized for
  movement to ******. The shipment departed ******** ******* on 6/30 and arrived at a military approved facility
  in *** ****** ** on 7/01. The local agency in ****** offered their first available delivery date of 7/15, which was
  confirmed with Mr. **** on 7/08. Mr. **** contacted our office several hours later stating that he could no
  longer accept delivery on 7/15 therefore, we rescheduled delivery for 7/16. Shortly after confirmation with Mr.
  **** for delivery on 7/16, Mr. **** called back again asking to change his delivery date back to 7/15 but
  unfortunately, the local agency could no longer provide delivery on that date in which we advised Mr. **** that
  he would need to keep delivery scheduled for 7/16. Mr. **** was subsequently contacted 6/13, 7/5, 7/7, 7/8,
  7/15, 7/18, and 7/19 by our office regarding the status of the shipment.  The Tender of Service states that the
  “When I am unable to meet these requirements (delivery by RDD), I must advise the customer on inconvenience
  claim rules prior to the missed pickup, RDD or agreed upon delivery out of SIT as listed below.”  Mr. **** was
  provided the Inconvenience Claim information on 7/08 when our office confirmed that Mr. ****’s shipment to be
  late.  
  If you require additional information, please do not hesitate to contact me directly. We regret Mr. ****’s had a
  less than optimal experience and we appreciate his time and feedback to suggest improvements to our processes.       
  Respectfully,  
  **** *******
  Vice President of Customer Support & Claims
  ****************

  Business response

  07/27/2022

  Please see attached response letter - 
  Thanks

  Customer response

  08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Not all items were delivered and TMM inc. wasted 30 man hours of ****** ****** ***** ***** critical work because they lied about the delivery date 3 separate times. TMM inc. claims: "Our contract is through the Government DoD, and we follow the required rules, regulations and guidelines set forth by the Defense Personal Property (DPS) Regulations" but cannot produce this DoD regulation stating where lying to the customer and making them miss several days of work for no reason is an acceptable practice. Additionally, TMM inc. is prolonging its complicated claims process while I am left without usable furniture and some of my household goods that were never delivered. 

  Regards,

  ***** ****

  Business response

  08/08/2022

  Please see attached response - thanks

  Customer response

  08/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The response from TMM inc., ignored my request for them to provide Department of Defense regulation they are referring to that makes it permissible to lie to DoD employees about when their household goods will be delivered. I also have yet to receive an update on my two outstanding claims, which includes the undelivered items. 

  Regards,

  ***** ****

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Total Military Management is a shell for other moving companies. They maintain no licenses and use an immoral if not illegal sub-contracring system. They have no state licenses that would allow them to move across state lines and they maintain no Agents for Service of Process, and no insurance. They have a contract with the government to move our soldiers and veterans and they take full advantage, losing, breaking and destroying property that belongs to the people who have just come back from protecting us and our Nation. They are despicable.

  Business response

  12/02/2021

  Please see attached - 

  Customer response

  12/03/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  Their correspondence does not deal with the issue.  They are required BY LAW to be registered in and have an Agent for Service of Process in every state they do business in, which is 48.  They do not have these.  If they did it would be very simple for them furnish their registration numbers and the information on who their Agents for Service of Process are, state-by-state.  As you can see from their website there are many complaints against this company, especially in our military community.  Our foundation receives and funnels these complaints.  Their not having the proper and legal structure precludes our veterans and soldiers from potential recourse against them.  If they are going to respond to you, they should address the issue at hand.

  Regards,

  ******* *******

  Business response

  12/06/2021

  Please see attached response -

  Thanks

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