Replacing A Refrigerator

I have been with this company for 13 years no problems until now. When it's time to replace a twenty years plus refrigerator.  When a satistically a it only last 9-10 years-old  they keep sending Ametec who what to keep good standing with them ? American Shield  said they (Ametec) has to say it's need to be replaced but then the tech says his boss is not responsible to say to replace the refrigerator.  They keep saying the refrigerator is cold but after they move the thermal it stay cold for one week. At this present time today I just pour some milk that became spoiled out. And forgot the refrigerator leaks water. I  feel like the advertisement on TV stating that they don't take the air condition.......... this is awful  false advertising American Home Shield don't replace your appliance like they pretended to do. They speak with a double tongue.