American home shield won't send service contractor for repairs Memphis Tennessee

Our HVAC unit is leaking water into the filter and all over the floor. The service tech that came out made the problem worse. When we called the warranty company back they said wait 4 hrs and if we don't hear from anyone call them back. They've been saying that for the last 5 days. Now they say they cant contact anyone (even though the first contractor they sent was on our other line.

He said without a work order they cant do anything). Now the warranty company is saying we need to deal with this ourselves and they will reimburse us? We explained that because of this covid-19 crap, I'm unemployed and we cant afford to pay out of pocket! Now we're to being put on hold (usually 1-1.5hrs) and eventually told someone will call us back! WTF!!!!!