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:01/11/2024

  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.

  Purchased a Timberline XL about a year and a half ago. ***** has worked well up until December 2023 when I started to receive error code: **** "Ignitor not found". Followed all of the online troubleshooting steps but to no avail. Called Traeger support on 4 occasions and first received a new Ignitor. I was sent instructions and the item was easy to install but it did not correct the issue....same error code came up: ****. The second time I was sent an "ac Ignitor harness" which also did not work. I was told by the rep that he was 99% sure this would fix it. The ac Ignitor harness has no instructions for replacement and while relatively easy to locate, it is very difficult to install because of its location. I'm now being sent a motherboard which has instructions and appears to be fairly straightforward to install but with no assurance that this will correct the issue. Was told the next step was potentially to install the complete ****** assembly which is the entire electrical assembly. My biggest complaint is the length of time being taken to correct the issue with multiple steps. We were without the grill on Xmas and New Year and we had planned to use it for both. We weren't offered expedited shipping and at no time during this process have we been offered any sort of assurance that it will be fixed, except for the bogus 99% claim, nor have we been offered any reimbursement for my time installing parts. This is a very expensive grill and I would have expected better.

  Business Response

  Date: 01/12/2024

  *****,

  
  Thanks for reaching out to us about your experience and troubles with your Traeger.

  We have taken the time to overlook your account and interactions with our customer service team.

  We are constantly working towards improving and take these matters to heart. We are sorry if expectations made you feel wary of our troubleshooting or installing parts. We expect our agents to fully troubleshoot and diagnose to pin point issues as they arise and acknowledge sometimes this isn't a perfect process.

  The controller that has been sent to you is the only remaining part that could cause that specific error.
  The next step is also correct, it would need to be all the components of the Traeger to ensure functionality. 

  We understand the investment you've put in with your Traeger. We are hoping you can get up to cooking soon with this latest installment.

  Thanks,
  
  Traeger Team

   

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21128382
  
  I am rejecting this response because: I am rejecting and leaving the complaint open until the grill is repaired and operational. I have not received the controller and it was not sent with expedited delivery and will not arrive for a week. My original request for resolution was expedited delivery and store credit for inconvenience of grill not operational since prior to Christmas. The latter was not addressed in Traeger's response.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2024

  Hey *****,

   

  Thanks for reaching back out.

  Your warranty allows us to troubleshoot and pin point issues to the best of our ability and provide whatever part is deemed the issue, to ensure a functioning Traeger.

  As for any store credit or reimbursement, we are unable to do so and are focused on ensuring you have working components that is provided to you by your warranty. If you have any questions on our warranty, we have available information and details on our website. 
  

  The latest warranty order of the controller was already shipped, and we are unable to expedite a shipped item. 
  Your tracking for this part is: 1ZR43A060330017471 via UPS.
  
  If you need assistance or instructions for this part beyond what has been provided, we are happy to walk you through it over the phone or use a video tool to assist as well.
  
  Thanks,

  
  Traeger Team 
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21128382
  
  I am rejecting this response because: I have not received the part as of yet and the grill is not operational therefore I am not accepting until it is repaired and operating.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/25/2023

  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.

  I ordered a ****** Ironwood 885 for approximately $1400. The grill will not connect to any app. Called approximately 5 different times to customer service to get help. After around 6 hrs. on phone with Traeger in total, grill still will not connect to where I can use the app for cooking. I asked for a refund and to send the grill back and was told no. The refund policy says If you are not satisfied with the grill you can return for an exchange or full refund of purchase price within 45 days. However, they also say later on that it cannot be assembled nor used. This is misleading through by equivocating speech. There is no possible way to determine satisfaction of the product without using said product. It must be used to determine it even works correctly. I am under the 45 days of purchase price and they will not refund or replace the defective product.We have a vision of a new kind of landscape: a Traeger on every porch with a beer can chicken roasting away until crispy on the outside and perfectly juicy on the inside. Good food never made times hard. We stand behind everything we sell, and hope your purchase is the beginning of a lifelong obsession with gathering around the grill. If youre not satisfied, you can return your order for an exchange or full refund of the purchase price within 45 days. For products purchased directly from our authorized dealers, their return policy applies please contact them directly for more information.RETURN POLICY DETAILS We accept returns only on items purchased directly through Traeger Grills via phone, sponsored event, or our website: traegergrills.com. You can return your product(s) up to 45 days from the original date of shipment. All merchandise must be unused, unassembled, and returned in the original packaging. We do not accept returns on pellets, sauces, or rubs. Please include a copy of the original receipt of purchase.Please click here to review return eligibility and initiate a return.A full refund for the price of the merchandise will be automatically applied to your credit or debit card within 10 business days after receiving the returned product. If your original form of payment is no longer active, we will send a check within 30 days. If you took advantage of Traeger EZ-Pay, the payment plan will be cancelled upon receipt of the product and any installment payments will be refunded. Return shipping is the responsibility of the customer. Original and return shipping costs are non-refundable. All items must be postmarked within 45 days from the original date of shipment.No refunds will be given on merchandise returned after 45 days of the original date of shipment.If you require assistance, please give our *************************** a call at **************************** ***************) to set up your return. They are available 7 days a week from 6:00 AM to 10:00 PM Mountain Time. This return policy applies only to products purchased directly from Traeger Grills via phone, sponsored event, or website. If you made your purchase through an authorized Traeger Dealer, please contact the dealer directly for information regarding their return policy.

  Business Response

  Date: 01/02/2024

  ******,

   

  Thanks for reaching out to us about your concerns and overall experience.
  
  After reviewing your account and call interactions, we are having somebody from our team reach out to you to ensure we are doing everything possible to get you connected. 

  Please expect a call within the next ***** hours.

  Thanks,
  
  Traeger Team

  Customer Answer

  Date: 01/17/2024

  I just want them to take it back *** refund my money at this point. I do not want to be a traeger customer any longer after this.

  Business Response

  Date: 01/17/2024

  Hey ******,
  
  Seems like we got ahold of you and worked some things through.

   

  Let us know if you have any further questions,

  
  Traeger Team 

  Customer Answer

  Date: 01/17/2024

   
  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.
  Traeger stepped up to the player and is actively working to resolve the issue. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/20/2023

  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.

  On my initial setup of my Ironwood XL grill I received the error code "**** - Igniter Not Found". After hours of troubleshooting on the phone with Traeger, they said that I needed a new igniter. That came two weeks later and did not work. When we began the troubleshooting process, I specifically explained to them that I needed the smoker operational for Thanksgiving because I bought hundreds of dollars of meat. Now it's a few days before Thanksgiving and I have to wait for another part, the motherboard. Not only is this an extremely complex piece to change, there is no guarantee that changing the motherboard will fix the problem. There also is no guarantee that this will arrive prior to Thanksgiving. The company does not offer any type of in-home installation nor do they accept replacements / exchanges / refunds. All in all, we've paid close to $2700 for Traeger parts and I've yet to use my grill. I've never had such a frustrating experience with a consumer product before and I cannot believe how useless their customer service has been. Items of this high of a price need support, wherever they are sold. It also can't take weeks and weeks for replacement parts to come in, with no guarantee that it will actually work.I can provide all case numbers, dates and times of calls, and receipts. This is a known problem and it is all over BBB, grill forums, and the ratings for the products.

  Business Response

  Date: 11/21/2023

  Hey ******,
  
  We are sorry to hear about your experience with your new Ironwood XL.

  
  When reviewing your account, we double checked with our engineering team and have confirmed the motherboard is next best step for you. We asked for your mother board to be expedited to you. The replacement process shouldn't be ****** complicated and our customer service team is ready to assist you through it, if the video is not sufficient.
  
  We appreciate you for bringing this situation to light and are hoping your IWXL gets up and going asap.

  
  Thanks,

  
  Traeger Team 

   

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20897990
  
  I am rejecting this response to keep this case open. Traeger has sent me parts in the past, promising that it would fix the problem, and it didn't. I agree that Traeger expedited the motherboard and am appreciative of that. 

  I will install the motherboard and will be willing to negotiate closing the case once I have thoroughly tested the grill. 

  For my troubles I am asking for a partial refund for my purchases. I have spent over $2,500 on the grill and accessories, and I still have not been able to use the grill. Based on other vendors, I believe a 15% refund is fair especially considering the high cost of the grill. I would kindly ask you to consider this given the amount of time I have spent trying to troubleshoot on my own, the time I have spent troubleshooting with Traeger support, the frustration I have experienced, and the fact that I have not yet been able to use this grill. 

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

  Business Response

  Date: 11/22/2023

  Hey ******,

   

  We checked and saw your part was delivered today.  Please let us know if we can be of any assistance with that installation.
  
  We are sorry that you've had issues with your Traeger from the start, while uncommon it can happen.
  
  I'd be happy to send a $300 Traeger.com gift card to your email for your experience and your patience.
  
  Let us know if this is something you'd be interested in.
  
  Traeger Team 

  Customer Answer

  Date: 11/27/2023

   
  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. My email address is ************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/19/2023

  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.

  June 2023 bought a treager pellet grill for my husband for Father’s Day from Family Center in Harrisonville Mo. The grill has never heated up to the appropriate temperature, I called customer services and went through all the troubleshooting with a person on a video call. It would not work they had me take it to Feldman’s in Blue Springs Mo for repair. 6 weeks later it had still not been repaired. I called and complained to Feldmans and treager. Magically the next day I got a call that it was repaired and ready to pick up. We picked it up on a Wednesday the very next Sunday attempted to grill steaks and the grill would not heat past 340 and then declined down to the 200s. That was the problem the first time. They are refusing to take the grill back and issue a refund on a grill that has literally never worked correctly since the day it was purchased. This is completely unacceptable.

  Business Response

  Date: 11/20/2023

  Hey *****,

   

  We are sorry to hear about your experience with your Traeger. 
  
  It seems like after running diagnostics on your Pro 34, that the grill is running as designed and the service dealer concluded there was no manufacturer defect or part issue.

  We recommend using a closed lid startup, and setting the grill directly to temperature to allow the grill to retain the best heat possible. 
  
  

  The grill cook with indirect heat, and the heat maintained in the grill can be lost when the lid is open. As a recap, the grill should at least meet 425 degrees. Losing temperature or having temperature drops is common when you open the lid.

  
  We are happy to offer you troubleshooting or assistance via your warranty. We are not the original source of the transaction, nor does your warranty include a refund for your purchase.

  Thanks for reaching out,

  Traeger Team 

   

   

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  we have had everything done you requested, we use the closed lid method, your grill won’t get to 340 let alone 425 with the lid closed the entire time.  I’m an educated person who can follow directions.  Your troubleshooting has never worked, you sold me a faulty grill and I’m completely baffled as to why you won’t stand behind your so called name.  So thank you for taking our hard earned money and leaving us with a $700 piece of junk.  It clearly means nothing to you but know that product will never be in any of my family or friends homes.  And for the record the service man at feldmans says he works on your grills all the time and he wouldn’t waste his money on one.  Word will get around.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 11/20/2023

  Hey *****,
  
  Thanks for bringing attention to your experience.
  
  We are sorry your Pro 34 isn't living up to your expectations.

  If you still have issues getting up to temperature, we are happy to troubleshoot and diagnose any possible part defect with you on the phone, this includes start ups, tips and tricks.

  If a part defect is conclusive we can also send the part under your warranty and assist you with installing that part over the phone or using our video platform.
  
  Your experience matters to us and we appreciate you for highlighting yours with Feldmans.
  
  Thanks,

  Traeger Team 

  
  

• Initial Complaint

  Date:11/16/2023

  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 grill in late May of this year. ***** stopped working in September of this year. Contacted Traeger on several occasions for replacement or refund and have not been able to receive a resolution

  Business Response

  Date: 11/17/2023

  Hi *******,
  
  Thanks for reaching out.

  
  We took the time to go over your account and find a resolution.
  
  With your Traeger you have a 3 year self service part warranty should a manufacturer defect arise.

  It looks like our customer service team went and located a service dealer to assist you with any repairs needed on your Traeger and this offer was denied. Since we are not the source of the original transaction, we cannot assist you with a refund and neither can local dealers who offer assistance.

  Should you want to claim this offer, it'll be on your account.

   

  Thanks,

  Traeger Team 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20882859
  
  I am rejecting this response because:

  The grill is defective and needs to be replaced. If they cant replace then I would like a refund.

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

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair 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.

  I own a Traeger Ironwood 885 that has been experiencing failure to start and also sporadic shutdown issues for over a year. We've called Traeger customer service multiple times and also replaced the temp sensor. The last call we made to Traeger the custmer service rep recommended we disconnect the WiFi and to operate the grill without that. They promised they would escalate the matter and I would be receiving a return call from Traeger to further provide a resolution....that was over two months ago with no response from Traeger. We recently attempted to restart the Grill and it attempted to fire up but both times the circuit board shut down and turned itself off without even generating a flame in the fire pot. Traeger has refused to own up to a defective device and instead has now failed to address their duty to warranty a product to keep it free from defects. I draw your attention to another complaint filed earlier with the BBB this year by another party which states: "Trager 650 ironwood grille began having issues of shutting sown and not restarting on our about July 1 2022 . I have contacted Trager support on multiple occasions and the problem has been diagnosed as several parts issues. the control panel/ fire rod / temperature sensor and pellet sensor have all been replaced. The fire pot and rod have been replaced twice. On all occasions only the parts and links to video's for the replacement of the parts were provided. A request for a technician to repair the grille had been requested but not sent by the manufacture. The Grille is still experiencing issues and the warranty will expire on June 14th 2023. After several hours on the phone with Traeger the case # ******** was referred to the escalation team . I have requested a replacement of the Grille or a repair along with an extended warranty." There is obviously a trend in defects with the Ironwood series that Traeger refuses to address.

  Business Response

  Date: 10/10/2023

  Hey ******,

  
  Thanks for reaching out and letting us know more about your experience.

  We reviewed the interactions and agree this has been an ordeal for you.

  This is uncommon and are hoping todays call with our team has corrected this experience going forward. We are sure that the parts sent resolve your issue so you can use your Traeger without issue.
  
  If you need any assistance in replacing parts, we are happy to walk you through that process as well.
  
  Thanks,

   

  Traeger Team 

   

  Customer Answer

  Date: 10/23/2023

  I spoke to Traeger **************** Manager, Kody, who was able to diagnose the problem and committed to send me out new parts.  The parts were received in 5 days, and upon replacement, the Traeger grill is back up and running with no issues or defects.  Traeger was responsive and this matter was resolved satisfactorily.

• Initial Complaint

  Date:10/03/2023

  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.

  The grill turns off as it is igniting. I have contacted Traeger 3 times and each time it is only temporarily fixed by plugging/unplugging wires. Each time I have called we do trouble shooting, take pieces apart and the problem continues after a few uses.They said they would send a technician, but the only technician in ***************** is out of *******, ** and he is not willing to drive 13 miles to service my grill. They want me to bring the grill to them, but I am unable since I have a sedan and it does not fit.Since a technician cannot see my grill we keep on doing troubleshooting and the problem will remain. They are unwilling to do anything more than just troubleshoot and my problems will remain.I am shocked that a multi-million dollar company is unable to provide technical support in my area, which is a few minutes away from **************. There must be thousands of people in the area with Traeger grills and none of them some technicians available.It is extremely disappointing that you pay almost $1000 for a grill and it starts failing after only ***** months, when it should last years.Like any other big corporation doing whatever it takes not to fulfill its warranty and waste the consumer's time, which they obviously do not value the hours I have spent on the phone getting this right.

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thanks for reaching out to us with these concerns.

  
  After thoroughly reviewing your account and interactions, we have come to see that a replacement controller has been sent under warranty to your home address to correct the issue you've been experiencing. 
  
  Our warranty ensures that we troubleshoot and if there is an issue or manufacturing defect, we send out the part and help you self service. Our warranty does not guarantee the use of the service dealers.
  
  We do have dealers that service spread out- however they are under their own individual store policies on if they drive out to service or only work on Traeger's in store.
  
  We are happy to assist in installing the part via phone or video stream. We can walk you through it and ensure it addresses the issue or move forward in different directions based on results. 
  
  
  Thanks,

  
  Traeger Team 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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.

  I purchased a Traeger Ironwood XL smoker/grill in March. It stopped working in August. I have contacted the company multiple times and they keep promising to escalate it to Corporate. They do not return phone calls and they are “checking” on the issue. We have waited weeks for an answer. In the meantime we have a $2000 grill plus accessories that we cannot use. No one has an answer. They originally were going to send a part but then decided not to.

  Business Response

  Date: 09/22/2023

  Hello ****,

   

  Thanks for reaching out to us. 
  
  We reviewed the interactions and have ensured we have a resolution regarding your case. 
  
  Thanks for your patience, a member of our team will be calling you within the next business day or so.

   

  Thanks,

   

  Traeger Team 

  Customer Answer

  Date: 09/23/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  First we had an issue with the WiFire controller. Called Traeger numerous times telling them I thought the controller had failed. They continually had me unplug and plug my WiFi router in, after doing this numerous times it sent my **** to a safety mode. This s*** down everything we had connected to the internet. I had to call the manufacturer which involved me being on hold for 3 hours, and another 45 minutes to get it fixed and working again. Every time I called Traeger I asked them if this was gonna cause an issue with my router and I was assured it wouldnt, but it did!! I spent 4 hours working on fixing their mistakes!! Eventually they did replace the controller and everything worked great until the other day when our Traeger grill caught fire! I had just cleaned it 2 cooks before the fire! We grilling hotdogs, when it caught fire! Again I called Traeger and explained the problem with the fire at which time I directed to clean it again and see it it catches fire again I was not happy as this could have burned our house down. I did clean it again using their cleaner, but was afraid to fire it up again after the first fire. I have pictures of the grill! We did not use grill again because of the threat of another fire. It burned so hot that it burned the powder coating off that side of the barrel. I just asked Traeger to replace the barrel, not the whole grill, they refused! I have replaced the whole grill because we were afraid of it catching fire again. I feel Traeger owes me for my time and trouble with the first issue (controller) and the second issue of the fire!

  Business Response

  Date: 11/14/2023

  Hello ***,
  
  We reviewed your account back and saw that we had resolved your connected concerns by replacing the controller under warranty. As for the grill fire, from what we reviewed it looked to be caused by lack of proper grill maintenance. We recommend cleaning your grills grease management system every 2 to 3 cooks or 20 hours. This also includes the chimney where all the grease particles flow and can be an area where creosote will build up without consistent cleaning. We saw grease dripping from the chimney in our video sessions of the grill. 
  
  Even though maintenance concerns aren't typically covered under warranty we offered a 25% discount on a new grill since replacement barrels are not available for your model of grill. If you encounter any issues with your new grill please give us a call and we will help you troubleshoot whatever concerns you may have. 

  Traeger Grills 

• Initial Complaint

  Date:08/30/2023

  Type:Product 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 ordered a pro 780 on the 22nd of august 2023 and received it on the 29th of august 2023. Order number ******** and I paid $1,078.09. When putting together the unit, I got to the last step on the safety feature of putting in the guard inside of the ******. The screws you were supposed to loosen were tightened up so tight you could not unscrew them and ended up stripping out the s**** *********** wanted me to go out and spend more money to remove the stripped s**** since they overtightened it and just send me a replacement s**** and guard. When I told them that I did not have the money to go out and buy all these things to repair the unit myself, they only offered me $30 to go buy a drill and a bit and some other kind of agent to get this s**** loose. After spending that amount of money I was externally dissatisfied with the company and their customer service. And they would not give me proper reimbursement and brushed their hands of me. I feel I deserve more than $30 gift card for their own website for the safety concern because that grate is a huge safety feature and now makes it very hazardous. Still to this day I cant get the grate to fit in and a brand new unit for this price tag should not have this poor of understanding and customer service.

  Business Response

  Date: 08/30/2023

  Hello ****, 
  
  Thanks for reaching out to us about your experience and we have reviewed the interactions with our call centers.
  
  Our main goal is to have you Traegerin'- we are sad to hear your initial run with your new Traeger wasn't a perfect experience. We have sent the part needed and hope you're all set for a positive experience going forward.

  If you need anything moving forward, we are confident our Traeger techs via phone or chat can take care of you.

  Thanks,

   

  Traeger Team 

  
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20541376
  
  I am rejecting this response because:
  They are sending me a part that I cant replace because their screws will not come out at all like they are glued on. So I would not even be able to get a new part even replaced. 
  Sincerely,
  
  *****************

  Business Response

  Date: 08/31/2023

  ****,
  

  It was our team's understanding that you weren't requesting an impact driver for the removal of those screws, as they are now stripped.

  If you'd like one, please call into our customer service and we can provide one for you. 
  
  As far as your grill functionality goes, our understanding is that it operates as designed and there's no issues with performance. We didn't instruct or direct you to remove that part, or we would've sent you the impact driver beforehand.
  
  Please let us know what works for you,

   

  Traeger Team