Business ProfileforTwin Lakes Pool and Spa, Inc.

Twin Lakes Pools installed our salt water pool system in 2015 and then replaced the salt water cell in 2020. Our salt system reading is low and not producing salt. The cell has a 4 year warranty that expires approximately Feb ****. My husband contacted Twin Lakes Pools on 12/4/2023 to request support troubleshooting the issue and they advised they had no record of the replacement, only the 2015 full system installation. We forwarded an email to confirm they provided replacement service in 2020 and our payment which made them recall they performed the work. on 12/6, ****** from Twin Lakes advised a service team member would be out 12/8. No show on 12/8 so we followed up on 12/9 and left a voicemail which was returned but no one was in the office. On 12/11 ****** advised a service team member would be out 12/13 and on 12/13 the service tech advised me the issue was an electrical issue (conversation caught on ring cam advising only 87 volts were coming to the system) and that they couldn't support at this point despite installing the full system including electrical. My husband tested the electrical and got a reading of 121 volts. We had an independent pool company come out who explained Twin Lakes could not have properly assessed the cell as the salt reading was below the requirement (due to the cell being faulty) and electrical was not the issue. We sent an email on 12/20 asking Twin Lakes to warranty the cell and replace. My husband called Twin Lakes Pools on 12/21 and they advised they would proceed with the warranty replacement the week of 12/25. My husband called Twin Lakes pools on 12/27 and asked when they will be over. On 12/27 Twin Lakes pools advises that ******* is closed until after New Years and they cannot proceed until ****. I am concerned that Twin Lakes is running the clock on the warranty of the cell. I would like support with having Twin Lakes warranty out the malfunctioning salt cell and replace before the warranty runs out by 2/4/****.