Innovation Group *********** Call centre staff and non-adherence to policy

I took my car for service at Action Ford at 93 William Nicol Drive, Constantia Kloof, Roodepoort, 1709. The car also had a problem with contaminated fuel. The Dealer then incorrectly diagnosed that I needed to replace all 4 diesel injectors at a cost of R22,000. The Innovation Group service plan and warranty then sent an independent assessor to Action Ford who requested that the injectors be tested. I then had them tested independently of Action Ford and found that only 3 had a problem. I then sent the injectors to Randburg Diesel & Turbo (RDT) who charged me R10,229.26 to repair them. When RDT sent in their invoice for authorisation as had been advised by their call centre they then said that Action Ford need to cancel their authorisation which was done without my consent. Action Ford only cancelled their authorisaton after I went to their dealership. RDT then phoned me to say that the Innovation Group wanted me to tow my car into RDT so they could retest all 4 injectors which would cost me more money for the towing and then retesting and the bill would jump back to R30K yet my contract specifically says "Although we recommend the use of the Administrator Approved Dealer's, which are contracted and approved service providers, you may select an Independent Service Provide of your choice for the servicing, maintenance and repair of your car during the cover period". When I phoned the Innovation Group call centre the guys either dropped my calls or kept me hanging for more than 30 mins.