Complaints

This profile includes complaints for Traeger Pellet Grills, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Traeger Pellet Grills, LLC

  1215 E Wilmington Ave Ste 200 Salt Lake Cty, UT 84106-4282

• 

  Traeger Pellet Grills, LLC

  9445 SW Ridder Rd Wilsonville, OR 97070-8892

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this smoker about 3 years ago and have only used it a handful of times due to it always having a mechanical issue. One time they sent me the part, it took me awhile to replace, I did and it worked. Now, I purchased another piece, the power brick chord. It took me awhile again to replace due to not having the time, I attempted yesterday and the screws are cheap on the back of the ****** and stripped. Needless to say I am sick of wasting my time and energy on a product that keeps giving me issues and I cannot use. I attempted to speak to a CSR named **** via Live Chat. He was useless. Kept giving me canned responses to my questions, didnt read what I wrote and never attempted to help. I either want this smoker fixed by ******* or a replacement or just return my money and I will send the piece of junk back. I spent a lot of money on a smoker I cant use and rarely used due to it not working. I dont want to keep wasting time that I dont have to fix a smoker that shouldnt have given me issues to begin with. ****** the first few smokes it gave me issues by not working. Its stored away with the cover on it. I should not have these issues. I should have stayed with *****. I want this resolved asap.

  Business Response

  Date: 06/25/2024

  Hello ***** - 

  Thank you for the feedback regarding the experience with our team. We are sorry to hear you did not have a great experience, I attempted to give you a couple of calls to review your issue but was not able to get ahold of you.

  We are still more than happy to assist you in getting your grill back up and running and would love to help review any parts. 

  Feel free to give our team a call so we can get you back to grilling as soon as possible. 

  Have a great Tuesday,

  ********

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21876280
  
  I am rejecting this response because:

  Once again, the company and employees are not listening to what I am writing/saying is going on about the grill. First off, it hasnt worked for a minimum 50 percent of the time I have owned it and I have only used it less than 10 times. Now, when I am going to fix another issue with it which I had to spend money on, the cheaply made screws have stripped. I feel like I keep talking in circles. Please review what I originally wrote and read my text conversation with your employee and then respond. Absolutely ridiculous customer service. Terrible. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2024

  *****, 

  We do understand that you have not had success with your grill working well since the initial purchase, we reviewed your concerns with the stripped screws as well as the service part you purchased and would love to ensure that you are able to get back to grilling. 

  Your previous interaction with **** has also been reviewed and actioned to ensure that our customers are having a pleasant experience when reaching out to us for help. 

  I will be sending you an email shortly. You are also welcome to give our team a call at 1-800-TRAEGER for assistance, as our next steps are notated on your account. 

  Have a great day. 

  Traeger Team

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21876280
  
  I am rejecting this response because: I have not received an email as stated from the business. Also, I feel the email being sent will not have a resolution. It seems the "stripped screws" are a major part of their responses, especially with the inital CSR. It is not. It was what pushed me to my boiling point with this smoker and all the issues I have had and not being able to enjoy it. Like I stated, I want a refund of some sort on the grill or a new one delivered and the old one taken with you to inspect and find out why it hasnt worked properly so nobody else has to deal with this BS.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  Hi *****,

  We have attempted to call you as well as sent emails to try and reach you in order to offer our next steps. We are able to offer you a replacement ****** Assembly which would essentially be a new grill replacement - this part replaces all internal parts to ensure that you have a working grill. 

  Please give our team a call to get this processed as it is all noted on your account. I will attempt to give you one last call on 07/02 at 10 AM MST. 
  
  We look forward to getting you taken care of soon. 

  Traeger Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21876280
  
  I am rejecting this response because:
  

  I requested to be contacted via email/text. I cannot talk on the phone during the day. Also, What is a ****** replacement? Im assuming this requires me to waste more of my time in assembly and on attempting to get the screws off the ****** now that are stripped?

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/05/2024

  *****, 

  We are happy to offer assistance but have not been able to reach you. We invite you to chat in with our team if you are unable to give us a call. We are open from 6 AM - 10 PM MST. Our email and text is a no reply contact so although we can send a text to you, there is not a way to respond back for us to receive.

  Please initiate a chat with our team if you are unable to give us a call so we can support you as quickly as possible and provide you details on how the ****** burner replacement would best support you. 

  Traeger Team

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21876280
  
  I am rejecting this response because: I repeatedly said I cannot (do not have the time) and will NOT call. Please respect my form of communication. This is part of the issue. Your company does NOT listen to the customer and sends canned responses like this one...again. Let me be clear....ALL FORMS OF COMMUNICATION NEED TO BE THROUGH EMAIL. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/10/2024

  ***** - 

  I attempted to send you an email from an address that should allow you to respond. It will say something like 'docs required' - I will keep that open for a few days, please respond there so we can assist you quickly. 

  Traeger Team

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21876280
  
  I am rejecting this response because:

   

  I responded why in the email sent to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2024

  ***** - 

  We have not received a response from you. We sent you another email. 

  Have a great day. 

  Traeger Team

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21876280
  
  I am rejecting this response because:

   

  I responded to both emails. The issue must be on your end. I can show you my outgoing message box, time stamped.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  *****,

  We invite you to give us a call to get this taken care of quickly. We want this resolved for you so you can get back to grilling. 

  I just forwarded you another copy of the last email I sent you, to which I have not received a response. 

  We look forward to getting this resolved.

  Traeger Team

   

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have one of the ****** Traeger models TFB88PLD-1909-HL-011350 that I purchased from my local ****** around 4 years ago. I have nothing but issues with this unit as soon as it was expiring from the warranty.Traeger agreed to send out some parts recently which was installed and now I am again with a broken grill and the same issues.The customer service of ****************** is terrible some 30 mins to get a chat, no one on the phone is possible really a ****** emailed Traeger's president and head of customer service and nothing, same email was sent to ******'s president where they are aware of the terrible quality of Traeger's products boom next day a follow-up call from the category buyer wanting more details.If you are considering buying this companies product, choose a different brand with better service and product.

  Business Response

  Date: 05/21/2024

  Hey *******, 

  We have taken the time to review your account and interactions to ensure that we have resolved this to the best of our abilities. 

  Your warranty order for the replacement parts was submitted yesterday, and you should receive tracking information in your email. 

  Should you need any support with installation, feel free to give our team a call at 1-800-TRAEGER. 

  We are pleased to have resolved this for you. 

  Traeger Team

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased an assembled grill from a local retailer, Traeger Ironwood. Brand New, had it delivered and I got the grill working long enough to get a burn in, but it completely stopped after that. Traeger will deliver a new grill on a pallet to me, I can't put a 200 lb grill together, it's why I purchased an assembled product. This thing has never cooked a meal, and I've spent $1,800 on the grill plus about $200 worth or accessories. Have spent over 8 hours with customer support and they refuse to deliver me an assembled grill. They basically want me to rebuild the one I have or put a new one together.

  Business Response

  Date: 04/25/2024

  Hey ***,

   

  Thanks for reaching out about your experience. It's important to us that you have a Traeger you can rely on.

  Locally, there isn't a dealer that can assist you with this issue and we will do our best to ensure we get you through it.  We will send you the part free of cost and will walk you through installing the part as needed. When you can troubleshoot, please give our customer service team a call so we can get this going for you.

   

  Thanks,

  
  Traeger Team 
  

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 MEATER Plus Grill probes from Traeger. It is a Traeger product. The probes do not work. I have called the tech support line repeatedly and they tell me they will call back. They call back hours or days later and tell me I need to be near the product. The last time they called back it was so long after I was traveling out of the country. I have emailed the company and contacted the **** *************************. All to no avail.. They will not fix the probes or refund my money. The grill probes are 6 weeks old. I have been trying to resolve this issue since I purchased them.

  Business Response

  Date: 04/24/2024

  ******,
  
  We understand why this would be frustrating and we want you to have a working Traeger.
  
  We are reaching out to you later this evening and hope we can get this resolved for you.
  
  Thanks,

  
  Traeger Team 

• Initial Complaint

  Date:04/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Wifire app will not connect to my home network. I have spent about 8 hours working with Traegers third party support with no resolution to my the wifire connection issue. This was one of the main reason I bought the grill. I would like a refund and compensation to send the grill back to Traeger. Traeger support ticket ********

  Business Response

  Date: 04/22/2024

  Hey *****,

   

  Thanks for reaching out. It's important to us that we get your Traeger paired and connected onto the app, or try everything possible to ensure functionality. We are having someone from our team reach out and work with you later this afternoon.

   

  Thanks,

  
  Traeger Team 

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would like to work with you to resolve the issue. I am not available until Thursday April 25th at 12:00pm EST. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Traeger pellet smoker. I had the smoker set on 225 degrees. The smoker went over 450 degrees and caught the inside on fire. My deck rail almost caught fire. There is damage done to the outside of the smoker that Traeger says that they are not responsible for. If their smoker had not malfunctioned, this would not have happened. Prepared to seek legal counsel if need be.

  Business Response

  Date: 04/16/2024

  Hey ******,

  Thanks for reaching out.
  
  We take these concerns seriously and have taken the time to review your account and interactions with our customer service team.

  We strive to ensure that you always have a functional Traeger that you can rely on. In reviewing your video footage and the information provided, it appears you experienced a grease fire. This can happen when there is a live flame, and the flame catches on grease or a "hot spot" in which there is a constant build-up of grease. In order to keep the performance of your grill up to par, we recommend that you degrease it as frequently as possible, which means that you should also clean the inside of the barrel, including the side wall that was damaged the most. In doing so, the integrity of the Traeger is ensured, as well as preventing accidents like this from occurring in the future.
  
  The circumstances in question are not a result of a manufacturer defect or a malfunctioning part, but rather are a result of use and inconsistent maintenance. Despite this not being something usually covered under warranty, we have sent parts to aid in the cosmetic damage you experienced and a controller to ensure everything is functioning as designed. However, the best way to prevent this issue is with maintenance and degreasing the grill as best as possible after use. 
  
  Thanks,
  
  Traeger Team

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21580615
  
  I am rejecting this response because:

  What exactly do you think caused the grease to get hot enough to catch fire??? A smoker set at 225 degrees can not cause enough heat for grease to ignite. YOUR GRILL MALFUNCTION CAUSED A FIRE!!!! PERIOD!! END OF STORY!!! Do your grills have a 250 degree +/-??? I am an engineer, please dont treat me stupid. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/16/2024

  Hey ******,

  The fire was concentrated toward where the grease drains and caught on fire from either the grease and/or the built up "hot spots" that occur from accumulated grease. There isn't evidence that any part malfunctioned or any correlation to a part issue. We hope this clarifies the issue you experienced and encourage use of the Traeger with regular maintenance. 

  Thanks,
  
  Traeger Team 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21580615
  
  I am rejecting this response because:  LOL!!! You say nothing malfunctioned. Then why are you sending me a new control panel?????? BECAUSE IT MALFUNCTIONED!!!!!!!! THATS WHY!!!!!  MY SMOKER SET AT 225 GOES OVER 475 DEGREES!!!!!! READ THIS VERY SLOWLY!!!!! YOU ADMITTED FAULT AND AGREED TO SEND ME NEW PARTS. AGAIN, IF NOTHING MALFUNCTIONED, WHY ARE YOU SENDING ME NEW PARTS?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/17/2024

  The grill malfunctioned. They agreed and are sending me replacement parts because the parts failed. As a result of their failed part(s) the grill caught fire. The grill was set to 225. This is nowhere near hot enough to cause a fire. It was because of the malfunction that the grill went well over 450 by itself. I will only be satisfied with a replacement of the charred parts where the paint in all coming off due to the fire from the malfunction. 

  Business Response

  Date: 04/19/2024

  Hello,

  This is not a manufacturer defect and not applicable under our warranty. As a courtesy we have replaced the parts to ensure the functionality of your Traeger remains. 
  
  Our main goal is to ensure that your grill has everything it needs to operate under regular maintenance and care. 
  
  Thanks,

  Traeger 

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Traeger sold me a lemon Silverton 810. It has nothing but constant problems and they continue to force me into repair and will not take care of me

  Business Response

  Date: 04/11/2024

  Hey *****,

  Thanks for reaching out. We took the time to review your account and interactions with our customer service team.
  
  In reviewing the cook data for April 7th, we can see that the grill was turned off before the shutdown was complete.
  As a result of an unfinished shutdown cycle, embers or flames may travel back up the auger in search of airflow or fuel, which could result in a fire in the ******.
  
  In this case, it was not a manufacturing defect or a malfunction in the part. Rather, it was a matter of user error. Even though this is not covered by the warranty, we are happy to get a video stream with you "Loupe" and provide you with the parts you might need free of cost. We want to make sure you have a functioning Traeger, and it's important to us to get you up and going.

  Feel free to call our customer service center and we can assist you in figuring out what parts are needed! 
  
  Thanks,
  
  Traeger Team

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***************************. I got a traeger grill from the Home and Garden show here in ***********, ** on 2/25/2024. I told the representative at the show that I was military and he told me to call the ***** number and they would be able to give me my military discount. So I called the ***** on 2/26/2024 at 10:07 this morning and they told me that I would not be getting my discount. If they are telling us to call and when we do they are telling us no.

  Business Response

  Date: 02/26/2024

  *****,

  Thanks for taking the time to contact us and express your concerns about the order your placed in our special events.
  
  In general, we do not stack promotions or offers, and that includes military discounts. It's either you accept one or the other. 

  It seems you were given a bundle deal offer and would love to ensure that offer was honored and appropriately discounted.

  As far as retroactively correcting the order is concerned, this would not be possible due to the fact that a discount/offer was integrated into the order.

  
  See more on our website about military discounts at Discounts & Promotions Traeger Support.

  
  Our apologies if there has been any misinformation on the topic and we are working internally to remedy the situation at the source as soon as possible. 
  
  Thanks,
  
  Traeger Team 
  

   

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21347453
  
  I am rejecting this response because:
  
  if yall cant honor the military discount that your representative say, then you can go ahead and cancel my whole order. and if yalls company do not support military personnel, Ill make sure Ill put it on social media and go to every base here in *********** and tell them not to buy from your company.
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/26/2024

  *****,

   

  Our company offers military, first responder, teacher and more for discounts. However, these are not stackable and are not combinable with any other offers. Our promotions and discounts page on our website offers more information on specifics, including the Military exchange and how ID.me works. 
  
  In looking at your order, you were given a bundle offer and your order was significantly discounted at time of purchase. 
  
  Thanks,
  
  
  Traeger Team 
  
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the traeger timberline xl. We have had nothing but issues with the grill. We have called tech support every time we attempt to use the grill. We send videos and waste hours on phone with no resolution. They have sent numerous parts for us to replace and videos of instruction. None of the videos match the parts so we are forced to call back and go through more hours of tech support. We have spent hours rebuilding a brand new grill to which traeger has never offered any compensation or once followed up to see if we had gotten any satisfaction. The grill seems has no control over temperature. The set temperature is never safely achieved. This is a $4000 grill. Ut does not perform anywhere near it advertised abilities. Our file is full of calls to the tech support department. They sent a collection letter because we stopped payment. We do NOT deserve for our credit to be damaged due to their inability to make the situation right.

  Business Response

  Date: 02/20/2024

  Hey ***,

  
  I appreciate you reaching out to us. After your recent warranty replacement, I have taken the time to review your account and cook data. 

  To clarify, we sent out the *** which is every part of your grill to ensure we resolve any errors or problems with your Traeger. Your grill is now performing to our standards following the replacement of the HA. 
  
  As part of our commitment to our warranty, we have ensured that you have a functioning grill.  Please be aware that, in regard to the collections bill, we are not able or liable to release you from your payment obligations that were made when you purchased Timberline XL.
  

  Thanks,

  Traeger Team 

   

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  the new ****** assembly has been installed by  me just like all the other parts that we have received.      After countless hours of replacing parts, the grill will not turn off by the control nor will it control the temperature.   The last supervisor, Chy, that I spoke to agreed that the temp was in fact not being controlled properly and the service we were receiving was less than acceptable.    Upon that supervisor team meeting, I was informed that this new ****** assembly has not been updated to be compatible with the timberline xl grill.     They said it would take 2 days for update.       We are waiting for additional instruction.     I have spent more hours on the phone with Traeger than I have been able to use this grill.     It is a fire hazard at best        Never once has anyone contacted me to ask if the problem has been resolved or what could be done to satisfy me as the customer.    Not once      
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/21/2024

  Hi *******,
  
  Thanks for reaching out with your concerns.
  
  Please note that there appear to be a few discrepancies in the information provided by you and our call center representatives.

  The firmware you're on IS the latest and is the performance is the exact same as the .21 version one of our techs offered to you. I would like to clarify that there is no difference between a new grill and a grill with a new ****** burner assembly and an updated firmware for the controller. This will not give you a better or different experience.

  What we consider as a malfunction or as a temperature error is when the temperature drops or has spikes and the grill is unable to correct itself. A spike or dip during a cook is normal as long as it corrects itself and the average is almost spot on to the temperature desired. This is demonstrated in your cook data before and after the ****** burner replacement.
  
  It is also important to keep in mind that pellet dispensing is not a precise process and can vary from time to time. However, the average temperature will provide the best results.
  
  Thanks for your cooperation as we coach this internally. We encourage the use of your Traeger as it is functioning as designed.
  
  Thanks,
  
  Traeger Team 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:   Even after the new ****** assembly was installed we could not get the grill to shut off with the controller.   We made several attempts.   The grill was set as 360 and was at 465.   Neither of these instances are acceptable operations for a $4000 grill.   The grill is a fire hazard.    It does not properly control the temperature.   If we are not constantly monitoring it, it will go to a high temp warning.    Absolutely nothing can be cooked on the grates of this grill.   If anything drops on the tray, there is a fire.   I mean anything.    This grill is unsafe.!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  Hey ***, 
  
  We are listening to your concerns and want to work with you to sort out what is bothering you.

  There is a discrepancy between what you describe and the cook data. It has been observed that the temperatures are consistent with what you set them to, and we do not have any record or reflection in data that your grill has spontaneous fires or high heat events. 
  
  In order for us to collect the data and authenticate your experiences, we advise you to use the grill as usual and on Wi-Fi. 
  So far, the diagnostics do not point to an issue in parts. 
  
  Thanks,

   

  Traeger Team 

  
  

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  The last date of use was 2/18/24     The temperature was set at 360 degrees .    It went to 270 and stayed there for over 10 minutes.    After it finally started to increase, the temp went to 460.   All while set at 360.    After this, we were unable to turn the grill off with the controller.   We made several attempts and the grill would NOT turn off.    Thats what initiated the last troubleshooting call to Traeger.    After getting a supervisor on the phone, they also saw the trouble with the temp inconsistency.    Thats when we were told that the new ****** assembly needed an update so that it knew what grill it was trying to control.   Fast forward to now,  its apparent that everyone has been told to tell us that nothing is wrong with the grill.   We have talked with many supervisors and have always been told there is something wrong with the grill.      We have always been more than willing to pay for this grill.   We have to have a grill that is safe to use.   This one is not.   This is not the case and needs prompt attention from Traeger.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/26/2024

  Hey ***,

   

  We have the cook data from 2/18 and have analyzed the cook data information.
  
  When set to 175F for 9 minutes, the grill was in the igniting + pre-heating phase and also had the lid open for 4 minutes while it was increasing in temp. 
  
  When set to 375F for 16 minutes, the grill maintained at 368F despite 14 lid openings. This includes the spike you're referencing to, where the grill went to 475F and immediately corrected itself within 4 minutes. The grill then maintained within 4 degrees for over 40 minutes.
  
  The grill was put into shut down cycle at 117 minutes. We recommend leaving the lid closed during the process to ensure it's done efficiently. The lid was opened 10 times during this process which elongates the time it takes to shut down.

  The grill is working per our standards and to our requirements. There is no part defect or issue with the Traeger. We understand the learning curve of using a Traeger and encourage use to get accustomed. 
  
  Thanks,
  
  Traeger Team

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  First, the information you are stating in INCORRECT once again.    We did not open the lid that many times.   EVER   In fact, that makes NO sense at all to open the lid 10 times during a shut down cycle.    Another reason we cannot trust the operation of this grill.   The info is ALL incorrect.    The seal is ruined from the initial fire before ****** replacement.   We are still waiting on the new one that was supposedly sent.   The grill would NOT turn off using the control.   Had to be shut down using the app.   Ifs time that someone from ******* make the effort to call us to make  good with ALL the issues.   Going back and forth here does nothing but further damage your reputation of horrible customer service.   

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/28/2024

  *******,

   

  It seems we are at an impasse on a resolution.

  From the data we have and continue to review, your grill is operating per our standards.

  We have honored the warranty of the product that goes unpaid for, and is currently in collections.
  

  Best,
  
  Traeger

   

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Traeger grill and it failed the 1st time using it. Was sent 2 different on two separate occasions and did the repair work. Neither part fixes the issue and Traeger refuses to replace the grill, insisting that I receive and install a 3rd part.

  Business Response

  Date: 02/05/2024

  Hey ******, 
  
  Thanks for reaching out about your experience with us.

  When reviewing your account, we saw the last and only part sent was when you originally reported the issue in July.
  
  Our warranty covers part defects when they occur, we can troubleshoot the grill with you and work out what issue you're experiencing.
  
  Feel free to call our customer service team at **************************.

  We are open 6AM to 10PM MST.

   

  Thanks,

  Traeger Team