Unacceptable service

I submitted a claim on my pool pump some two months ago. I have to date not received any feed back from them. I called them and was told the claim was rejected due to wear and tear. This pump were fitted by them via one of their service providers in 2016. They sent the contractor who previously replaced the pump to report on the same pump and was told that its wear and tear. Pool pumps don't crack in the way that this pump do. All other reports I got was that its a manufacturer problem. Poor service.