Difficult coworkers running to boss?

I work at a company and there are persons that I have to interface with for doing day to day buisiness. When myself or other co-workers need things done and they give us incomplete paperwork it seems almost impossible to get them to correct it. They run and up-channel to management anything they do not want to do. I will give you a small example. The other day they wanted me to certify an item for use that I am required to stamp off on as a useable traceable part. When I brought up the fact that they gave me a document without a date on the document I asked them to see if they could call the vendor and ask if they could send a dated document. I was told they would work on doing so. After about 30 minutes had passed I was asked by my boss what the problem was and I explained to him that it did not have a date on it and I asked them to try and make a calll and get one provided. I dont have time to do this, and our procedures state when this happens to go back and return the documents to the person that gave it to you. Then i am to continue processing parts that are complete as far as documents and paperwork are concerned. My boss and I made a phone call across country and got them to send one to us in just a few minutes. My boss said sometimes you just have to take the path of least resistance. I asked him why this group does this (Up-channeling small issues to management) He does not know but thinks it is easier and quicker to not ruffle thier feathers. My feelings are that they need to stop the back stabbing and learn to play on the team. This group is part of the "smoking outside break" group and Nobody else can do any good, just they can. They have managed to cause employees to quit and have also caused much grief, management seems to not stand up to them, AND takes thier side like everyone but them have a problem. Anyone know they best way to deal with this behavior?