I doubt they are a scam. According to CoinATMRadar, they have over 300 ATMs.
I'm pretty sure that not all ATM manufacturer and operators operate the same way between each other but personally, when I had an issue, the operator (forgot its name) had a number and email on the ATM to contact in case of issues (theirs)... then I learned that what they basically do is contact the manufacturer (Bitaccess) regarding these problems so... I did that myself and it was much quicker.
Since Bitcoin of America is only an operator and assuming they operate with their manufacturer the same way I explained above, it's very likely that's the reason why they are taking so much time to respond.
Thank you for the quick response , I have all my receipts my transaction ID I call them and email them more that 8 times I don't receive any response yet .