{"id":74772,"date":"2025-02-03T20:14:49","date_gmt":"2025-02-03T20:14:49","guid":{"rendered":"https:\/\/one.sightlinemg.com\/marinecorpstimes\/uncategorized\/2025\/02\/03\/military-families-see-bumpy-start-to-household-goods-moving-program\/"},"modified":"2026-08-08T16:42:19","modified_gmt":"2026-08-08T16:42:19","slug":"military-families-see-bumpy-start-to-household-goods-moving-program","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/marinecorpstimes\/pay-benefits\/military-benefits\/2025\/02\/03\/military-families-see-bumpy-start-to-household-goods-moving-program\/","title":{"rendered":"Military families see bumpy start to household goods moving program"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">About 1,000 military families have experienced missed pickup or delivery dates, communications issues or other problems with the <a href=\"https:\/\/www.militarytimes.com\/news\/your-military\/2023\/01\/04\/roadblocks-cleared-for-62-billion-reform-of-household-goods-moves\/\" target=\"_blank\">new contractor <\/a>tasked with overhauling the system for moving service members\u2019 household goods.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That\u2019s about 20% of the 5,195 relocation orders for shipments sent to the contractor, HomeSafe Alliance, since last April, when U.S. Transportation Command began slowly phasing in the new system. Of those shipment orders, 1,737 have been picked up, and 922 have been delivered, said Andy Dawson, director of the Defense Personal Property Management Office at TRANSCOM, during a call with reporters.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThere have been issues. HomeSafe has acknowledged them, and we have acknowledged them. In a program this size, and transformational, it\u2019s to be expected,\u201d Dawson said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">TRANSCOM is committed to the new system, called the Global Household Goods Contract, or GHC, Dawson said, and they are working with HomeSafe to address the problems. He urged service members and families to contact the local shipping offices at their installations about problems with HomeSafe or with movers under the legacy system.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The new system is designed to fix long-standing problems with missed pickup and delivery dates, broken and lost items and issues with claims. Those problems culminated in the <a href=\"https:\/\/www.militarytimes.com\/pay-benefits\/2018\/08\/02\/this-move-was-a-living-nightmare-and-its-just-one-example-from-a-brutal-pcs-season-for-troops-families\/\" target=\"_blank\">summer of 2018<\/a>, when moving companies didn\u2019t have enough packers, truckers and other workers to handle the number of moves. That lack of capacity has been a problem for years.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Under GHC, one entity \u2013 <a href=\"https:\/\/www.militarytimes.com\/pay-benefits\/mil-money\/2021\/11\/22\/heres-how-the-selection-of-a-single-contractor-to-arrange-pcs-moves-might-help\/\" target=\"_blank\">HomeSafe Alliance<\/a> \u2013 is now held accountable for the entire process, although TRANSCOM maintains oversight.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cGHC is here. GHC is the department\u2019s future household goods relocation program,\u201d Dawson said. \u201cAnd despite some of the early challenges we\u2019ve seen, we see many positive aspects of GHC, and we truly believe this will improve the service member relocation experience.\u201d<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/militarytimes\/management\/pay-benefits\/2018\/08\/02\/this-move-was-a-living-nightmare-and-its-just-one-example-from-a-brutal-pcs-season-for-troops-families\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"157\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/Moving.Alissa-Fanchers-dining-room-table-June-2018.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">This move was a \u2018living nightmare\u2019 \u2014 and it\u2019s just one example from a brutal PCS season for troops, families<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">Heirloom vases destroyed, dining room tables broken&#8230;. this is the PCS season.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">In January, TRANSCOM was putting 17% of shipment orders into the new system, with the remainder staying in the legacy system. The goal is to move all domestic shipments under GHC by this year\u2019s busier moving season, which hits around April and May.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A decision is expected soon about when to crank up the volume to the next level. HomeSafe is already conducting \u2013 or scheduled to conduct \u2013 shipments in 43 states, including the majority of the high-volume locations and lanes in the military, Dawson said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When asked about military families\u2019 problems with missed pick-up or delivery dates, HomeSafe officials told Military Times that less than half of TRANSCOM\u2019s reported 1,000 issues are related to missed pick-up or delivery dates.<b> <\/b>In some cases, HomeSafe adjusted pickup and delivery dates at the request of service members. According to the contractor, those adjustments are counted as delays.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe have provided timely service in the vast majority of moves we have facilitated,\u201d HomeSafe officials said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The percentage of shipments under the new system is still small, as TRANSCOM has used a phased, \u201ccrawl-walk-run\u201d approach to avoid risk to a system that moves about 300,000 shipments a year.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">HomeSafe is prepared to start making all domestic moves before this year\u2019s peak moving season, the contractor told<b> <\/b>Military Times. Officials said their network of movers grows every day as the volume of moves increases. These movers, many of whom participate in the legacy system, do the packing, loading, trucking, unpacking and other functions of a household goods move.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One key issue is moving capacity \u2014 the number of moving companies, large and small, that are willing to do business with HomeSafe. Some movers have told Military Times <a href=\"https:\/\/www.militarytimes.com\/news\/your-military\/2023\/09\/22\/the-new-system-for-moving-troops-belongings-is-creating-some-angst\/\" target=\"_blank\">they can\u2019t afford to do business at the rates paid under GHC<\/a>. The reduction varies, but TRANSCOM officials acknowledged moving companies are getting about 20% less than what they are paid in the legacy system.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The government accepted HomeSafe\u2019s rates under the contract, and HomeSafe wasn\u2019t the lowest bidder in the contract, Dawson said.<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/militarytimes\/management\/pay-benefits\/2024\/12\/23\/will-most-troops-move-under-new-household-goods-program-in-2025\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"199\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/Moving.TRANSCOM.2019.5521928.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">Will most troops move under new household goods program in 2025?<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">More than half of installations in the continental United States are moving troops&#039; shipments under the new system.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">About 900 companies traditionally have participated in the legacy system, under individual arrangements with TRANSCOM regarding rates. Under GHC, there\u2019s one rate for individual locations and hauling lanes, also dependent on the shipment weight and other factors.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">TRANSCOM officials didn\u2019t say how many movers had signed up with HomeSafe. \u201cWe do have an expectation that HomeSafe will build that capacity. They have shared with us they have signed master service agreements [with movers] to be able to cover the requirements,\u201d Dawson said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWhat we\u2019re hearing and seeing is that despite the master service agreement, there may be companies that are not taking the business because they are experiencing the [difference] in cost that they would make under the [legacy system],\u201d he added.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">HomeSafe officials said they can\u2019t speak to why moving companies are now refusing shipments after they had already signed up with HomeSafe, knowing the rates.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe are facing headwinds from those in the moving industry who oppose this transformation that military families have repeatedly asked for and deserve,\u201d they said. \u201cThese opponents are pressuring moving companies not to work with HomeSafe.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Under HomeSafe\u2019s model and based on their \u201cbottom-up, market-based\u201d research, \u201cHomeSafe\u2019s moving partners earn reasonable profits working with us,\u201d those officials insisted.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Meanwhile, TRANSCOM\u2019s Dawson said<b> <\/b>there\u2019s not enough moving capacity in the legacy program. And in 2024, service members\u2019 overall satisfaction rate with their move under the legacy program was 77%. \u201cTens of thousands of service members\u201d are being affected by the legacy program, he said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">While officials are committed to the Global Household Goods program, they are watching the performance of HomeSafe, Dawson and other officials said. \u201cShow cause\u201d letters have been issued to HomeSafe, primarily related to missed pickups, said Kenneth Brennan, director of acquisition at TRANSCOM. When TRANSCOM officials identify a problem, they send these formal requests for information about the cause and what corrective action is being taken.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition, if HomeSafe meets the key performance metrics of the contract, they are awarded the option to continue. If not, the contract will be competed again. TRANSCOM awarded the $6.2 billion contract \u2014 with options worth up to a potential<b> <\/b>$17.9 billion over nine years \u2014 to HomeSafe Alliance, a consortium of companies. Work began in early 2023 after contract protests ended.<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/militarytimes\/news\/your-military\/2023\/01\/04\/roadblocks-cleared-for-62-billion-reform-of-household-goods-moves\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/6199705.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">Roadblocks cleared for $6.2 billion reform of household goods moves<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">The transition is under way, but moves under the new system won&#039;t start until after this summer&#039;s peak season.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">Under the new system, HomeSafe is fully responsible for shipments, from the time a moving company is assigned to packing, hauling and unloading. The<b> <\/b>alliance also handles any claims for loss or damage.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The International Association of Movers has cited concerns that the \u201cone-size-fits-all approach endorsed by TRANSCOM ignores the nuanced realities of military moves, where local expertise and established relationships are critical.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWhat will happen when TRANSCOM decides to push all the moves into the new system after it has demonstrated it cannot handle this small volume?\u201d the association asked in an editorial posted on its website.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition, the association cautioned that \u201cthe sheer scale of the transition, combined with tight and ever-changing timelines, creates a high risk of operational failure during the initial phases.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cSuch disruptions risk diminishing moving capacity for the U.S. military and degrading service quality for military families,\u201d the editorial reads.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>About 1,000 military families have experienced problems with pickups, deliveries and communications with the new contractor managing household goods 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By:"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Military families see bumpy start to household goods moving program - Marine Corps Times<\/title>\n<meta name=\"description\" content=\"About 1,000 military families have experienced problems with pickups, deliveries and communications with the new contractor managing household goods moves.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Military families see bumpy start to household goods moving program\" \/>\n<meta property=\"og:description\" content=\"About 1,000 military families have experienced problems with pickups, deliveries and communications with the new contractor managing household goods moves.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/one.sightlinemg.com\/marinecorpstimes\/pay-benefits\/military-benefits\/2025\/02\/03\/military-families-see-bumpy-start-to-household-goods-moving-program\/\" \/>\n<meta property=\"og:site_name\" content=\"Marine Corps Times\" \/>\n<meta property=\"article:published_time\" content=\"2025-02-03T20:14:49+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-08T16:42:19+00:00\" \/>\n<meta name=\"author\" content=\"Karen Jowers\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Karen Jowers\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\n\t    \"@context\": \"https:\\\/\\\/schema.org\",\n\t    \"@graph\": [\n\t        {\n\t            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