For anyone else dealing with home warranty companies, you should also try contacting your state's regulators. In CA, this is the Dept. of Insurance. They helped

For anyone else dealing with home warranty companies, you should also try contacting your state's regulators. In CA, this is the Dept. of Insurance. They helped me immensely with a situation where the repair person actually broke something but was unwilling to come back and fix it. The home warranty company refused to call me back and it was impossible for me to get through inbound. But the DOI employee was able to contact them, and that was all it took. She followed up several times to make sure the situation was completely resolved.