My PCS has Gone Bad…Now What?


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In the peak of summer, military families are immersed in the chaos of the Permanent Change of Station (PCS) cycle. This process involves so many moving parts; it is amazing that it works as well as it does. Military Surface Deployment and Distribution Command (SDDC) is the executive agent for the Department of Defense’s (DoD) Personal Property Program. SDDC recommends diligent planning, attention to detail and flexibility for a smooth move. Our Association even has a fantastic smart phone app, called MyMilitaryLife, that does all the hard work for you! But we all know things go wrong, even with the best planning, and most flexible parties. SDDC’s website is a great starting point for links to everything that follows. Bookmark it, write it down, and make it your friend!

Even though we are on the downswing of peak PCS season, we still get questions on the “rules” about moving. US Transportation Command’s guide can be useful, with information from weight limits, to the hours your packers should be at your home. For questions about what can be moved to how, it is a great guide.

Most people are now moving using the online Defense Personal Property System via Move.mil instead of going through the Personal Property Shipping Office (PPSO, aka PPPO, TMO or TO) to arrange their PCS move, but you can still find your installation PPSO. By using the Move.mil website portal, you can stay informed of where you are in your moving process, along with access to your Transportation Service Provider (TSP). In most cases, you will want to contact your assigned TSP as your first line of defense with any complications that arise. However, you can also email, phone, or submit help tickets directly to SDDC via the Move.mil website portal.

If you are in the middle of the moving process and something goes wrong that costs you extra money (for example, your packers don’t finish in time and the movers are delayed, causing you to incur extra costs because you can’t leave as scheduled) you can file an Inconvenience Claim. This would be done through your TSP via Move.mil. Your claim must be reasonable and the costs must be directly related to the newly created hardship, and you must be able to provide receipts to support your claim. If you have trouble with an inconvenience claim through your TSP, you can contact the PPPO or Military Claims Office to assist in the settlement process. We sometimes hear the claims process can be cumbersome, but there are a lot of resources on the Move.Mil website portal to help you understand the process. Check out their guides and tutorials available.

If your problem is related to your Privately Owned Vehicle (POV), get in touch with the contractor moving your vehicle, International Auto Logistics (IAL). If your vehicle has not been delivered and the Required Delivery Date (RDD) has passed, you are entitled to reimbursement for a rental vehicle. The military will cover up to seven days at a rate limited to $30 per day that expires upon the date the POV is delivered. Any car rental required beyond seven days will have to be submitted to IAL. They will review claims for temporary lodging and rental car expenses due to a missed RDD via their website.

  • For damages to your POV, you need to contact IAL to file a damage claim. 1-800-389-9499 or email claims@ialpov.us.
  • For IAL’s customer service, email customerservice@ialpov.us.
  • For more assistance on POVs, you can reach the USTRANSCOM POV Inspector General Customer Support Team at usarmy.scott.sddc.mbx.pov-ig-reponse@mail.mil.

After your move, you want to make sure to fill out the Customer Satisfaction Survey. The scores you provide help determine whether or not the TSP you used will continue to ship for DoD families. Good or bad, your feedback matters.

Don’t forget that all of these resources and quick links are at the touch of your fingertip through our innovative, perfect-for-your-military-journey, smartphone app, MyMilitaryLife!

Have you used any of these resources? What questions do you have about PCSing? Share them, and your experiences, in the comments!

Brooke-GoldbergPosted by Brooke Goldberg, Government Relations Deputy Director

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