COMPLAINT: Beverly Bernardi, Camas, Wash.

I hired Blue Bird of Vancouver, Wash., for a local move. The estimate was $2,349.20, but the actual cost was $3,455.62. When I inquired about the large discrepancy, I was issued a goodwill refund of $303.36. It took numerous calls and e-mails to hear back from them.

Two pieces of furniture were damaged. I filed the online claim form, as directed, but heard nothing back. None of my calls was returned. I finally reached Wade McLaren, who sent an employee to look at the damaged furniture.

After many calls, I was given the number of a furniture repairman to contact. He came in to repair one piece, but told me he was specifically instructed by Blue Bird not to repair the chipped granite piece —  and that someone else would be fixing it.

I've called and e-mailed, with no response, about getting the granite piece fixed. I'm frustrated with their lack of response. I'll be moving into a home I'm building next year, so I'm surprised they're treating me this way when I'm a known potential repeat customer.

DESIRED RESOLUTION: I'd like to have the granite piece fixed.

COMPANY RESPONSE: Wade McLaren, president, Blue Bird

There's no science to our business. We count the items moving and guess how long it may take to move the goods. Our firm handles around 3,000 moves each year. All costs are based on actual time and packing materials.

I made a business decision to refund the customer overtime costs and take care of two repairs for damages. Unfortunately, two repair firms have gone out of business.

STATUS: Resolved