R3 LLC — Attraction in Honesdale

NEVER EVER EVER USE THESE PEOPLE to Repair your generator. I called them back in March. They said they would come right out at $100 per hour. I told them please do. It went downhill from there. Their tech shows and within a few minutes it became clear this poor chap had little to no training and it was all about trial and error. After three hours the Generac Help desk tech advises him, I need a Field Boost Kit. R3 tech calls his office to ask about the Kit and they advise him there are three on his truck. He goes and retrieves the kit. I ask “how is that installed” his reply “I have no clue”. I said OK sell me the part I’ll pay you for your time which I did total just under $400.00. He said if the kit does not fix the problem, it will need a stator which is no longer available. The kit did not help. I then found a wiring diagram for the generator and within a few minutes I located a 3amp fuse for the field circuit. FIXED…… In minutes. This guy who was (apparently, they parted ways) their Lead Generac Tech never even checked fuses. Multi attempts to contact the owner Ray with no response but I do get a call from a guy named “Rob” who thinks it is cute to refer to me as “Boss Man”. He asked why I’m calling and I told him I would like at least a 50% refund (either cash or store credit) because their tech was untrained. I was still trying to maintain relationship with this establishment. He said they will not do that but are willing to give me a free service on my generator. What would make them think I want any of their people near my generator again? I had already decided I was going to purchase a new generator and give the now repaired one to my friend. So, after I got off the phone with Rob, I contacted electricgeneratorsdirect.com and placed an order for a new 24kW. So, now because they refuse to take responsibility, I used an internet store rather than a local small business. Smooth move Rob or should I say “Boss Man”. Update: the repaired generator I repaired almost two years ago is STILL running strong. R3. TRAIN YOUR...

I went to r3 to purchase a zero turn mower in early June. Along with the mower, I purchased a bagger to go along with mower package. The mower was available on site but I was told that they would have to order the bagger. I decided to leave the mower at thier store until the bagger could be delivered. The bagger should have been installed on the mower before I took both home, then no extra charges would be applied for installation. After waiting approximately 1 month, the bagger still had not come. I needed the mower to do lawn work, so I took possession of the mower. Every time I called R3 after that time, they told me that the bagger was still not delivered to thier store. Each time I called another month of wait time was added. Finally I was told that it would be the middle of October before the bagger would be shipped to them. By this time, after being promised a delivery month after month, I asked for a refund. I was told that the only way to get a refund was to have the money put back on the credit card that I initially used to pay for everything. Now I have to wait for a refund for the bagger from the credit card that I used to make the purchase. In my opinion, I believe that R3 should not have made a promise to deliver product that they could not deliver on. Had I known that they would not stand behind thier product line and personal reputation as a business, I probably would not have bought from them. They took thier problems with their suppliers and made them my problem. If they cared about maintaining a good customer relationship, maybe a cash refund or a service barter could have been negotiated. I was hoping to have a good relationship with this business but now I'm afraid to trust them...

Our issue with our generator started April 16 (date on invoice for me calling them). It took until December 14 for the generator to be fixed to working condition, at no fault of ours. We adjusted our schedule to work with their daytime hours to work on it. But they quickly sent an invoice billing us $85 and hour for their time. It took 8 months to fix the thing and then the invoice states they recomend something more be done to fix it! We officially learned our lesson to use another servicer.

Update response: It took 3 trips because after generac sending out engine to BC accidentally I called general with R3s PO 4 times to rush the engine then, they said they fixed it after the second time out. When I called to say it was still not working and was sputtering, they said they didnt see our name in their system and took a week to call back. Then we were told they sent and engine for a different fuel source and had to replace something, so, a third trip which was not necessary. The mechanic was very nice, dog friendly, and so kind, however the correspondence with R3 itself was less than optimal. Again, mechanic was great. R3 correspondence...