Poor communication

I wasn't planning to say anything, but I felt I should get this off my chest. I recently contacted Innovation Group about the status of the claims Ford submitted. Initially, one item was approved and I received a letter about it. The second item was not approved, and I didn't receive any notification. I don't understand why a customer has to follow up when it would be helpful to receive both letters, explaining why an item isn't approved. That's not all, now, one item remains unapproved, and when I looked into it, I was told Ford said the part is worn out, but Innovation Group interpreted it as normal wear and tear. What puzzles me is that the report Ford shared with me does not indicate that the part has worn out. At the same time, Ford claims they never said that. Right now, both parties are giving me the runaround and making me feel frustrated, and neither has been transparent. This is poor service, compounded by bad communication, because it doesn’t make sense for both parties to be giving conflicting information. Now, all of these is ruining my plans because someone here is not doing their job properly.