CHICAGO (WLS) -- When a much-needed appliance breaks in your home, you may count on a warranty service to step in and make things right.

But some frustrated customers say that's not what's happening with Sears Home Services, a warranty company run by the legacy brand Sears.

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They claim repair requests are dragging on for weeks, appointments are canceled at the last minute, and they're left without the appliances.

Sears Home Services says it takes care of every customer as quickly as possible, but the Better Business Bureau says there have been hundreds of similar complaints.

Algonquin resident Mahmoud Khalili says he's been his cooking without an oven for almost a year and a half.

"I feel very frustrated," Khalili said.

He pays

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