Total Military Management, Inc.

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 Complaint: [redacted]
I am rejecting this response because:I would like the dates and times of the 9 outward bound calls to the primary number and 4 outward bound calls to the additional contact number. The reason WE made 43 inbound calls in just a few days is because WE did not receive the information needed. The company, per Erin Murphy, was told to use ###-###-#### for all calls after June 15 since I was leaving Japan on that date. In every message we did leave we listed ###-###-#### as the contact number. I have no dispute with their communication with the military entities- my dispute is that we did not receive adequate information during the time period which necessitated 43 inbound calls... We did not leave a message each time, but we left enough requests for call backs that  did not happen.Also, I would like to add that we were told by a manager, Nick Jones, that our shipment was on a truck for delivery when indeed it was not as we found out a few hours later from the carrier. The last phone call that TMM had received from the facility, Coleman American, was in May so I do not have any idea where Nick Jones received his information.  I have been in contact with Coleman American concerning this issue. This complaint is concerning the lack of communication and misinformation by TMM to us, and is not about their communication with the military JPPSO.
Regards,
[redacted]

The move for [redacted], [redacted] was assigned to our
carrier by the military transportation department on 4/21/15 for pack and pick
up out of a Non-Temporary Storage Facility on 6/11/15 with a Required Delivery
Date (RDD) of 6/17/15.  The carrier is required
to adhere to Defense...

Transportation Regulation – Part IV Appendix B details the
Tender of Service Regulations.  The
Non-Temporary Storage Facility Coleman American Moving in Hampton, VA receives
notification from the military transportation department to allow the release
of the shipment from their care to the newly assigned carrier on the agreed up
on dates.  The original agreed upon dates
had to be changed for release from the Non-Temporary Storage facility to 6/15/15
with a required delivery date of 6/24/15, this was coordinated through the
military base as the member was not returning from Japan until 6/16/15 and the
member had not authorized destination storage at government expense. 
The Tender of Service states that the “When a shipment is accepted
at origin, I agree to meet the specified pickup date and will deliver the
shipment on or before the RDD as stated on the BL.”  We assigned a hauling agent that was able to
haul the shipment and meet the RDD.  We
were initially advised that the haulers ETA for the goods to deliver to the
members residence at destination 6/16/15. 
We were in contact to obtain ETA updates from the hauling agency on and after
6/16/15.  We were notified on 6/18/15
that the Non-Temporary Storage Facility was not able to locate the shipment to
release it to the hauler for transit. 
The military transportation department became involved at that time and
instructed us that they were putting the shipment on a pending status and that
they were communicating with the member in regards to the misplaced goods.  On 7/11/15 the military transportation
department has formally cancelled the move with our carrier as the goods had
not been located. 
On 4/21/15, we reached out to the member on the phone number
and via email with the contact information that was provided by the military
base upon our carrier accepting the shipment to service.  On 4/21/15 during the phone conversation, we
were provided an additional contact phone number.  We utilize call monitoring or call recording,
but we do have an internal shipment software program that we are able to keep
shipment notes and details call volumes. 
We received 43 inbound calls from the members primary number (17 of
these calls were less than 15 seconds in duration therefore likely that the
member did not speak to anyone or leave a voicemail) and we made 9 outbound
calls to the members primary number.  We
received 3 inbound calls from the additional contact phone number and we made 4
outbound calls to the additional contact phone number. 
We certainly regret that the member was not satisfied with
the move experience.  We had not been in
violation of any of the Defense Transportation Regulations that require the
carrier to maintain prudent traffic management. 
As previously stated, our carrier did not move the tendered shipment and
it has been cancelled with our carrier for service.