Ive had the same experiences with American Home Shield. I called to report a leak.
It took almost an hour for them to answer the phone. I paid for a service call, the plumber came and said he would fix it temporarily, but would order a part he needed to complete the job. It stopped leaking but then the water drained very slowly from the sink. I called American Home many times and was told they were waiting for the part.
Then I received a message saying the case was closed.
A month later, I a dishwasher shelf broke down, this was a covered item, paid for service visit, he agreed it should be replaced and said hed bring it in a few days. I never heard from him again, I called American Shield many times, each time waiting an hour or more for them to answer the phone.
Each time I was told they hadnt made a decision yet. Then I received a message saying case closed.
Yes American Home Shield is a scam!
User's recommendation: Look for a genuine company.
Monetary Loss: $500.
Preferred solution: Full refund.