COMPLAINT: Gwen Brewer, University Park, Md.

"I hired Sunshine Boys Moving of Los Angeles to move me from California to Maryland. My daughter and I packed small boxes; the company's crew did the rest. When my belongings were delivered, I discovered damage to furniture and other items. I called the company. A clerk told me I could call their insurance company. However, I'm 82 and didn't want to spend several days completing detailed paperwork. I kept calling to talk to the boss, but he never called me back."

DESIRED RESOLUTION: "I want $2,000 returned from the $10,610 I paid."

RESPONSE: Richard Wayne, owner, Sunshine Boys

"While clients save money by packing themselves, we cannot insure items we didn't pack. In the case of the furniture, it would have been best to bring any damage to our attention on the spot. However, if damage did occur, we are insured. In this case, we promptly forwarded the insurance paperwork. Because the insurance company requires the client to complete the claim and does not allow us to complete it, we have done all we can do."

STATUS: STALEMATE