Total Military Management, Inc

The company scheduled a three-day packing and moving service for my Household Goods (HHG) shipment as part of a military relocation. Unfortunately, the move revealed significant coordination issues, incomplete documentation, and execution that fell well below what I have experienced during previous military relocations.

Packing Phase – Day 1

A five-person packing team arrived around 9:00 AM and finished packing smaller household items by approximately 4:00 PM. While small boxes were numbered, several larger items—including carpets, mats, and other sizeable household goods—were neither packed nor inventoried and were left for the moving crew without clear documentation.

At the end of the day, I was only provided:

• A high-value inventory list (which appeared incomplete)

• A total count of packed boxes

• An appliance inventory list that did not include my electric cooler

I was told a complete inventory would be emailed to me, but I never received it.

Day 2 – No Show

No personnel arrived on the second scheduled day. When I contacted the company, I was told the moving team would instead arrive the following day. As a result, the movers had to complete unfinished packing and numbering tasks while also loading the truck.

Moving Phase – Day 3

A two-person team arrived around 11:00 AM with a rented U-Haul truck rather than a clearly marked company vehicle, which raised concerns about planning and capacity.

Although the movers began numbering items, several pieces were removed from the residence without being clearly numbered or documented in my presence. I was not given a clear opportunity to verify what was being loaded or confirm the inventory.

Around 4:00 PM the lead mover determined the truck was too small to fit all of my belongings and left to offload items at a warehouse. When they returned around 5:00 PM, some furniture remained on the truck while additional items continued to be loaded.

Loading was not completed until approximately 7:30 PM, well after sunset. I was asked to review and sign inventory paperwork outside near my garage in the dark, which made it difficult to verify whether items were correctly inventoried or documented.

Property Condition Concerns

When reviewing the paperwork later, I noticed the inventory listed “tremendous scratches and dents” on my wooden furniture. This description did not match the condition of the furniture prior to the move.

The apartment was on the second floor with no elevator, requiring furniture to be carried down stairwells with cream-colored walls. My dark wooden furniture now has visible cream-colored scuff marks consistent with contact against those walls—marks that were not present before the move.

Missing Item and Claims Process Concerns

During delivery, the driver documented that one costly item from my shipment was missing. Despite this, the company offered an amount that would not cover replacement even though documentation supporting the item's value was provided.

Several other items also arrived damaged. While I submitted documentation through the claims process, the compensation offered for many items was minimal and did not reflect reasonable replacement costs.

One of the most significant losses was my desktop computer system, which cost several thousand dollars. The computer was packed by the movers but was not wrapped in electrostatic protective material typically used for sensitive electronics. After delivery, the system no longer functions.

When I raised this issue, I was told electronic items are generally not covered if there is no visible external damage. However, the computer was fully operational before the move and stopped functioning after being packed and transported.

Overall Experience

Based on my experience, several concerns stood out:

• Scheduling and coordination problems

• Inadequate staffing for the workload

• Incomplete documentation and inventory procedures

• Limited opportunity for inventory verification

• Insufficient transportation capacity

Despite being allotted three days, no work occurred on Day 2, the movers arrived late on Day 3, and the truck capacity proved insufficient.

Because of these delays, I had to cancel my cleaning crew and lost part of my security deposit since I was departing the following morning and could not secure last-minute cleaning services.

Move size: 3 Bedroom Home Service cost: $5000

I served over 38 years on the military. TMM INC. was contracted for my final move into retirement. They lost over 25 boxes that were on my inventory and have some sort of loop hole to just be able to deny the claim. I wont even mention all the items that were damaged. If you have anything in you belongings over $100 make sure they put it in you high value sheet, list condition and value. If not you wont get any reimbursement or only up to $100. They just deny your claim and move on. Horrible company and veterans are getting screwed.

Move size: 4 Bedroom Home Service cost: $5000

Broke appliances during our move and spent a month avoiding communication. When finally in contact takes weeks to respond. Still working on a move started 2 months ago. Completely not military friendly and will try to refuse the claim under any circumstance. Despite the inspector coming out and saying it was the movers fault. They still claim normal wear and tear and now also refuse to pay for the inspection which they said they would. If I had a choice in the matter i would never use this company again

Move size: 2 Bedroom Home Service cost: $2000

WORST MOVE OF OUR ENTIRE LIVES!

(Fyi: TMM’s 5 star reviews without text on Google are also likely done by their minions.)

Military move mngmt subs out its carriers (lowest bidders) so you get what they (don’t) pay for. TMM frauds their way out of necessary compensation...Fast forward to 2 yrs later & they've offered us only a 3rd of our $27k claim ($30k w/taxes & delivery)! We've been with US Coast Guard for 27 yrs (active/vet/civilian). All prior moves we elected non-military due to being warned; but in this case we relied on it for a long-distance relo from NOLA to Seattle. Never in our entire lives have we had substantial issues with a move. Amount of stress & grief this brought as a whole can't be put into text. We can never be repaid for time spent on issue or rebuilding our belongings; or ever replace priceless sentimental's. All of this has taken too heavy of a toll on our health, and did so for our beloved cat child, Chloe, RIP. After move, her heart began to stress & fail while giving us comfort thru it all!

During the 1st critical months of report/claim, our MCO rep prep'd to retire & directly go over to work for TMM. We were never notified of it, so we'd know to demand a non-bias agent. TMM shouldn't have been able to hire our MCO rep without a few years gap in-between to avoid conflict of interest! We later learned that our rep was disgruntled with MCO before & up until retiring, & had racked up complaints similar to ours:

Our MCO rep lied to us both about claim submission deadline, telling us multiple times it was one year for full replacement value (which we did so just shy of year mark). She knew we’d never used military move b4, & blindly relied on her directions without reason to suspect differently. We had no qualms with her at the time, & no reason to suspect her. But the timeframe turned out to be only 9 months, which forced us into TMM depreciating values. Our MCO rep’s tactics were made more obvious when we realized why she had delayed our 75-day loss report deadline. Right after we submitted w/plenty of time before 75-day mark, we called her to confirm; to which she stated that it did all go thru smoothly. She later waited well after 75-day mark to notify us that an odd but critical box wasn’t checked off! But we went into DPS asap to remedy/submit even thou report was now way past deadline. This forced us later to write a memo, detailing all official travel time to get over hurdle of what she did, which coincided with TMM’s devious full denial attempt of our entire claim! TMM has now gouged, depreciated & fully denied items! And, even thou MCO requires them to reply within a few weeks, for a year they've ignored 6 added claim subjects we firmly asked for direct responses to!

It's a sad state of affairs when movers are grossly negligent to a vast majority of a military member’s belongings, & followed up with TMM reps swindling ways out of compensation! All within this same 2019 to present time frame, there are 12 out of 12 BBB complaints on TMM, 12 out of 12 TMM negative MyMoving reviews, & tons of TMM Google complaints!…So what kind of exposure does it take to stop raping us & military move system, other than temp suspensions?

Carrier's negligent damages with TMM's fraudulent tactics is a tot. abuse of power that continues to feast from a fundamentally flawed gov't move system, esp. w/overcharging taxpayer funds for shipments. After having to sadly revisit the entirety of events, we came to realize the magnitude of deliberate acts. In a recent zoom interview about our story, we collectively came to realize that we’re being treated as a "lamb out to slaughter", and that any further replies to TMM will very likely fall onto deaf ears, esp. if we don't take add'l actions towards putting accountability into place:

See link below for entire complaint file submitted to the BBB:

(Notes: Images aren't mobile device friendly. PC/Computer device needed to fully view. Copy/pasting link may add read more text after extension that needs removed to search.)

https://christinaannwestsh.wixsite.com/military-move-damage

Move size: 4 Bedroom Home Service cost: $20000

I would give them negative stars if I could. I’ve served 20 years in the Army and always moved my own HHG. Upon my retirement I figured you know what, let’s let the Army handle this one for a change! HUGE mistake. They contract through TMM who assigns you a coordinator that contracts movers and shippers and whatnot. Through that coordinator you work out timelines on pickup and delivery. Well first of all they scheduled my HHG to be packed up on a Thursday but not loaded onto a truck and shipped out until the following Monday. A little weird having all of your stuff at home but unable to be used but okay. Next it took 14 days to take my HHG 2,400 miles. That’s 170 miles a day for all you math people out there. That’s awful but again okay. I was told my HHG would arrive in town on June 21st and would be delivered NLT June 28th but COULD be as early as June 14th. That’s fun to plan for. Okay, no big deal, I moved to my new location on June 14th and was prepared to receive. Nothing until June 22nd when I was called and told that my shipment is in town but couldn’t be delivered any earlier then July 12th. Ruh roh, now we have a problem. Not only did I pay rent and utilities early no for no reason, and not only am I now eating away my earned terminal leave time, I am now stuck sitting in an empty apartment with nothing for me and my family for an extra couple of weeks. I call my coordinator for a resolution and get told I can file a “7 day inconvenience claim” for $483, any more then that and I would need receipts and proof that it was for a “reasonably priced essential item” OR I could request a “dock release” and pay for the rest of the move myself with no reimbursement. What the heck is that? I can only claim 7 days and $483 for WEEKS of them failing to meet the deadline THEY assigned? And oh by the way that’s only for the SM, they don’t care how many family members you have stuck with you. How is the customer punished for them missing their own timeline? Why was I forced to be here in time to receive items and would be punished if I wasn’t but they can just coordinate poorly and nothing happens? Seems like this is a typical DoD contract company that sucks money off good old Uncle Sam and doesn’t actually care about the “customer” because the real “customer” is the contract and not the individual being moved. The moral of the story here is never ever ever ever ever let the military move your stuff. I’m now sitting here with nothing while my HHG is being held hostage (in my own town!) by some random company that refuses to actually solve the problem. It’s cheaper for them to pay out $483 every time they’re late instead of actually doing their jobs delivering the HHG. Do yourself a favor and just DITY.

Move size: 3 Bedroom Home Service cost: $123456

Absolutely do not use TMM. If you are in the military and are assigned them when PCSing, refuse and ask for a different carrier. I will be experiencing a 20 day delay (at best) in receiving my HHG and they have terrible customer service. I would give zero stars if I could.

My household goods (HHG) shipment was loaded on 02 JUL 18 with a required delivery date (RDD) of 12 JUL 18. The move was Fort Hood, TX to Carlisle, PA (1500 miles). I was available to receive HHG on 07 JUL 18. I called, received no answer, left a message and received a callback on 10 JUL 18 for the status of my delivery. I was told that my HHG did not depart on 02 JUL 18, but would depart on 09 JUL 18 and arrive for delivery on 16 JUL 18 (4 days late). I received no update until I called on 16 JUL 18 with no answer, left a message and received a callback. The apathetic answer I received was that my HHG arrived in Carlisle and would not be delivered until 01 AUG 18. I could accept this date for delivery or my HHG would be put in storage. The contracted delivery date of my HHG will be 20 days overdue, at best. My HHG shipment is 6400 lbs. Terrible customer service. Other military members in my area have experienced the same issue.

Move size: 2 Bedroom Home Service cost: $5000

4th PCS move since joining the military and this by far has been the worst experience and my stuff isn't even on the truck yet. Packers were sent out 5 hours before the moving truck then proceeded to refuse to get out of the truck until I locked my 2 dogs in a room (which I have never had to do before) and because the job was bigger than they were told. Not sure where they can't impression only a couple rooms were being packed and not the whole house. Probably because no one came to the house for a pre-move walk through, just a phone call asking me what furniture I had. I was left to twiddle my thumbs in the house waiting in complete oblivion while they made phone calls deciding on whether or not they would even do the job they were hired to do. When I finally heard from TMM 2 hours after the the ordeal began I was furious but got nothing but an [EDIT]. I am not in the least bit surprised to find a 1 star rating on this site. It blows my mind the sub-par businesses the military contracts for our service members.

Move size: 3 Bedroom Home Service cost: $3000

TMM is handling all communication between us and our moving company. The Army scheduled all of it for us. Our moving company (Coleman-Allied) called me 2 days before our pack out and asked what all I had in the house. We originally were going to do a DITY move but opted not to. 90% of the house was packed. When the two men arriver, they refused to take apart a trampoline and swingset. Mind you, when speaking to them 2 days prior they said they would take it down and all. They were in my home less than 8hrs and only packed 3 boxes. They even left me 3 boxes and said "you'll need to pack your tvs". I didnt, and just took them off the wall mount. Fast forward a MONTH later. Due to the inconvenience of our stuff not arriving and being delivered in a timely manner we were able to file an Inconvenience Claim. Having to eat out, we bought a mini fridge (they had our appliances too) and towels etc. They only gave us $170 of that back. The mini fridge was $188 and they only gave me $99 claiming I could of gotten cheaper one. Well, a family of five needs a freezer that can fix a few things and they expected us to get one that could only fit a tv dinner. TMM is also handling our claims for damages. Movers broke our dryer, lawnmower, dented our fridge, broke our 55in, a huge wall hanging, dresser, etc. 2 weeks later and were STILL waiting to hear about the settlement offer. Over 3k in damages and I wont be surprised if they only offer us $200. STEER CLEAR.

Move size: 3 Bedroom Home Service cost: $1234

This has been by far the worst move I have ever had in my military career. The movers and claims section could care less about your HHGs and your life. My dryer, washer, couches, fireplace tv stand, dining room table, king mattress, bunk beds, and multiple other items arrived damaged. My HHG were sitting in storage for over a year due to a short tour. I only moved from NorCal to Vegas and everything was stacked sky high on top of each other in the moving truck which definitely was not in the same containers that they were originally packed in back in 2017. My HHG were delivered in Feb 2019 and I am STILL battling with them about my damages. They keep telling me that my washer damage is my fault but I just bought it two years before my move and it worked PERFECT before I left. They sent a 3rd party out to 'inspect my damages' even though I sent pictures and videos in. They were nice but the guy doing the dryer did not even inspect it, took not even 5 mins, and was done claiming it was my fault. They didn't even check the dryer as it was not on their list and the company refused to send a second person out to look at my washer. They wanted to send that same guy out. They continue to go on clearance and bargain websites for 'comparable items' which are COMPLETELY not comparable and not even the same price or even on the sites anymore once they send it back in DPS for review. It has been 7 months I have been going back and forth REFUSING to settle with their low ball prices. I just want my house in order and to get my furniture and broken stuff out. This is absolutely ridiculous when I did not have my HHGs, my whole life for over a year. I feel like I cannot even settle in properly still as my main furnitures are broken. REFUSE THIS COMPANY!! I would NEVER do business with them ever again. I HOPE THE MILITARY TAKES THEM OFF OUR LIST.

Move size: 3 Bedroom Home Service cost: $11111

TMM was contracted to us for our move from South Florida to California. During the entire process TMM was completely unprofessional, unresponsive, never followed up or provided updates and when the driver decided to deliver a day prior that confirmed, TMM took the drivers side and refused to reimburse us for the addl costs incurred due to their negligence and miscommunication. Don’t expect a call back or an email response and don’t expect to not sit on hold for less than 10 min before speaking to the useless receptionist. Do yourself a favor and just get a uhaul. It’ll be easier.

Move size: 2 Bedroom Home Service cost: $4000

First off, my things are going to be 14 days late. The company put my stuff in temporary storage, despite establishing contact with me within the window they laid out. It was only going to be 9 days late but the original date they gave me was no good. Because I needed to discuss the delivery date, they apparently took that as a rejection of delivery..

First off, they called during work hours. I am not allowed to keep my phone on me for much of the day. I call back after work, and I am put on hold indefinitely. I email them instead. They respond saying they will inquire about a Saturday delivery. THEN they put my stuff in storage anyway. Come to find out, they don’t even do Saturday deliveries. So the postponement was for nothing, which I could have known sooner if they actually communicated with me.

So now, my stuff is an extra 5 days late, they won’t do Saturday deliveries so I’m burning the leave I JUST accrued, and they denied my claim for inconvenience compensation because they say I “rejected” their first date. I WAS NOT AVAILABLE ON THAT DATE. I did not have appropriate time off.

Ridiculous service. I’ll be adding these people to my list of NEVER USE AGAIN. I

Stay FAR FAR away.

Move size: Studio Service cost: $4000

If you get assigned TMM for your PCS, do yourself a favor and say no thanks and move your HHGs yourself. This has been by far my most frustrating PCS of my 10+ Year career. My stuff was over a month late, and didn’t even depart the origin location until two weeks after the required delivery date. While frustrating, I understand these things happen sometimes. But throughout that time the “customer service” I received was basically non-existent and I had no idea what was going on with my shipment. It was very difficult to get someone on the phone or even to reply to email. When I did get in touch with someone, they gave me vague information and were unhelpful. On top of that, they are nickel and dimeing us on our inconvenience claim, despite the fact that our family of four had to live in an empty house for a month due to their incompetence. We now have a few broken items that we need to claim. Its nothing serious or major, thankfully, but I’m sure it will be like pulling teeth to get paid. I would rate this company zero stars if I could.

Move size: 3 Bedroom Home Service cost: $9000

If no stars were possible, that would be their rating. Military move from California to Virginia. The company STOLE all of our tools, our tool box, busted two wheels off of our Traeger grill in front of us and broke thousands of dollars worth of items and they are refusing to cover it. For the Traeger grill that was $1000 and less than a year old, they are saying that it was rusted and therefore our problem that they broke it. We watched their employee slam the grill across the sidewalk hitting a crack and busted the wheels off then they turned around and marked it on their sheet that there was prior damage after we spoke with the movers and the driver about it. We claimed over $10,000 in damages and this company wants to settle for less than half and that is after a lot of back and forth. They are not taking responsibility for the stolen items because their employee wrote up that the tool box was empty and didn't list out all of the tools in the box. They said we should have caught it before the movers left when they write everything in number codes, stayed at our home packing and loading until almost 9:00 p.m. because they decided that they did not want to stay a full day on the first day, no way to feed our children and no delivery services on base, and our kids were worn out and wanting to go to bed. This is the absolute worst company that we have had to deal with in 14 years of military service. I cannot stress it enough, find another company to move your stuff because otherwise you are likely going to end up with less than half of your items lost, broken and/or stolen and nothing as far as compensation. We now how have to take them to court to get the items replaced. What a disaster.

Move size: 4 Bedroom Home Service cost: $15000

This experience has been a nightmare! They originally estimated our HHG shipment at 11k lbs and sent movers with a maximum of a 6k lb threshold (for some reason)! It seems like they were so preoccupied by getting paid by the weight that important items got completely missed.

They didn’t take items for our baby until the next day which is fine but now they’re over two weeks late in getting to MS! I’m sitting here with my 5 month old who’s growing out of their stuff and out of their car seat. The other one is on the second shipment that’s LATE—and we were basically told to kick rocks when we asked to expedite it. Terrible customer service!

Move size: 4 Bedroom Home Service cost: $6000

As far as the loading my items on the truck, excellent. After that, it all was just a joke. Had my items loaded on May 26th, no issues. Went smooth. I depart June 2, arrive at new station June 5th. Call around the 11th after i confirmed that the house I was purchasing will close on the 21st. Notify the movers, told it hasn't even departed origin yet, but will arrive right about closing date and could deliver 48-72 hours after it arrives. Thought that was perfect. Get told it arrived on the 22nd, and that the first available delivery was the 17th of July, a whole month. They gave me the option to pick up at dock, get told I could on the 5th of July, take two days to confirm with my farther to drive down and help me move it, get the confirmation, go back to the mover, then get told they can't do it till the 11th of July. What a pathetic joke. Just to dock release. This is my first PCS after being in 14 years and I will never have the military do it again. Apparently this company is playing the DoD but never once is on time based off others i know who have PCS'd and the many reviews here. I will be asking TMO office how to blacklist this company as they bid to do a contract and never follow through and blame us for anything that happens.

Move size: 2 Bedroom Home Service cost: $3000

I wish I could post zero stars. This company moved my military family coast to coast and completely destroyed many of my household goods. It arrived covered in mold. Now they are trying to avoid paying damages at any chance they get. Not only that, but they have purposefully underpaid me for settled claims and waited until I cashed a check before they responded to my emails. If you get the opportunity to choose a different moving company, do it! Or move yourself! You’ll save yourself a lot of hassle, headaches, and frankly you’ll get to keep your sanity. They left my family sleeping on the floors, pressured me into accepting a $400 inconvenience payment, and continue to devalue my goods at every turn. Shame on this company. I will see this process through until my family is served justice, one way or another.

Move size: 4+ Bedroom Home Service cost: $19999