JOINT BASE LANGLEY-EUSTIS, Va. –
The Personal Property Peak moving season starts 15 May and continues through 30 September each year. The highest portion of personal property moves happen between Memorial Day and July 4 within the peak season. The 633d LRS wants to ensure that all customers receive the highest quality customer service and that you and your families receive the smoothest PCS possible.
The primary goal of the 633d LRS PPPO is to provide personnel with the most updated information and tips to help ensure that all JBLE members are adequately prepared for all phases of their PCS move, such as pre-move, packing, shipment pick-up and delivery at the final destination.
Here are some tips and new improvements for the upcoming 2021 Peak Season:
1. Spread dates
All customers must provide spread dates for all personal property and non-temporary storage pick-ups that will consist of at-least seven (7) consecutive calendar days for each type of shipment.
2. Movers must now pass employer-provided background check
In the past, some military and DoD civilian families complained that their packers and movers had criminal records or felony convictions, which were flagged only because they failed the background checks required to access on-base housing areas.
New rules require transportation service providers to conduct background checks on all company employees, including day laborers or short-term hires, and employ only those who can meet local base access requirements. Most bases block access to those with felony convictions or active arrest warrants.
3. Claims Liability
In the past, it was the transportation service provider’s choice to choose whether they would repair a broken or damaged item during a move or give the military member the dollar amount of the estimated repair cost.
As of May 2020, the military member will choose which of those two options is right for them.
4. Clearer communication
In the past, the transportation providers are required to give only a two-hour warning for household-goods deliveries stateside and three hours for those overseas.
The new rules increase the warning period to 24 hours, easing the burden on military or DoD civilian members and families who may not be immediately ready to receive their shipments. The mover is required to contact the owner at least two times over a four hour period for delivery prior to sending the shipment to storage.
5. Longer claims window and faster process
As of May 15 2020, military and DoD civilian members will have 180 days to file claims, while transportation providers will be required to pay, deny, or make an offer on all claims valued at $1,000 or less within 30 days of the claim and all other claims within 60 days of receipt.
6. Easier inconvenience claims
In the past, if a household-goods shipment is late, a military or DoD civilian members can submit an inconvenience claim to the transportation provider to cover things such as lodging, food and appliance rentals up to the amount of their daily meal and lodging per diem rate.
Currently, submitted inconvenience claims will be automatically tied to the per diem rate for the member for up to seven days -- no receipts needed. After that seven-day window or if their expenses exceed per diem, members will need to submit a claim and receipts under the old process.
7. Faster contact
In the past, it was difficult for military or DoD civilian members and their families to find a point of contact for their transportation provider, or to get someone to call them back.
As of May 15, 2020, movers must not only have a single point of contact available from 0800 to 1700, but also ensure the customer or government receives a response to a voicemail or call within the same business day with wait times not exceeding 30 minutes.
8. In-transit alerts.
Movers are required to notify the customer of shipment in-transit visibility information upon the arrival or departure of the property from any in-transit facility, storage facility, port of embarkation, port of debarkation or change in estimated arrival. This notification will include the status, location and updated estimated date of arrival at destination. This notification will occur within one business day of the arrival, departure or change in estimated arrival date at destination.
9. Health Protection Protocols
The mask guidance previously established as part of the 2020 Health Protection Protocols remains unchanged as DoD continues to review the implication of the revised CDC Mask Wear guidance. DoD continues to reiterate the decision-authority customers have in the relocation process. Customers are empowered to decide who enters their residence and question moving company personnel on their adherence to Health Protection Protocols. Similarly, we encourage moving crews and drivers to stop the process if they have concerns with a customer’s adherence to Health Protection Protocols and contact the local shipping office.
Tips: Here are some tips to assist JBLE members with their personal property move planning to help ensure service members, civilians and their families have a smooth and successful PCS experience.
- Upon assignment notification, start working towards completing the requirements to receive your orders.
- Upon receipt of orders, immediately go to move.mil, the Official DoD Customer Moving Portal to start the move process. After printing the DD Form 1299, and 1797 from the Portal, members will email the documents to Langley PPPO. Contact the Langley PPPO if you do not hear back from a counselor within 7 days from the date of email. Any delay in starting your move process, will limit the Joint Personal Property Shipping Office’s (JPPSO) ability to accommodate service members’ preferred dates. JPPSO requires 21 days in advance for booking shipments. NOTE: If you delay in starting the move process in the Moving Portal, it will delay your personal property from being packed and moved to your next location.
- When possible, try to schedule move dates on a Tuesday, Wednesday or Thursday. Avoid Monday and Friday.
- Avoid the last week of any month as tensions, delays and cancelations increase due to the sheer volume of moves.
- Be aware that due to overall commercial carrier capacity issues, delays may occur. Utilization of storage at origin may be needed in order to get your property picked up as requested. If so, this could delay or add time to your delivery at destination.
- If pressed for time, seek alternate modes or sources of transportation such as a Personally Procured Move, formerly known as a Do-It-Yourself Move, as an option.
- Avoid making major decisions or commitments until move dates are confirmed with the Transportation Service Provider or carrier.
For further information or questions, please call or email the Langley Personal Property Office at (757)764-7868/7869 or (tmo.housegoods@us.af.mil ).
JPPSO Northeast’s Customer Service Department at 781-377-3700 or 845-3700