Business Profile

Barbecue

Traeger Pellet Grills, LLC

Headquarters

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Complaints

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

Customer Complaints Summary

87 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

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Submit a Complaint

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:08/09/2023
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.
Made an order in June for 11 bags of pellets. Only ***************************************** for the 11th bag instead of resending. They refund me the incorrect amount on June 20. I am owed another $7.06. They have yet to refund me that and said the accounting department has closed my account has it has been refunded but I have nothing and contacted me bank regarding it and they see nothing as well. See email from the person trying to help Hey, ******!Thank you so much for reaching out to us today!Previously, we confirmed that the wrong refund amount had been processed, so we needed **** business days to process the remaining $07.06. Now, our records show it was already refunded, per case ********, but you are saying that you don't have it. So, we are requesting a review for now. There is nothing immediate that can be done at this time, but we are more than willing to investigate everything related to this refund. So, this is the reason why we need time. Please allow from **** business days.If a follow-up is needed, please chat back, and refer to case ********. You can also call us at *************** from 6 AM to 10 PM MST.Remember, you can find most of our products online, or locally through our retailers like Ace Hardware, Amazon, Best ************************ QVC, BBQGuys, *****************, ******** Sonoma, Cabela's, Scheels, or your local dealer.Best regards,***** S,Traeger Tech.Now today I have contacted them and they said that I am only owed $10.81 as that was the discounted price of one bag. Incorrect I bought the bag on sale for $17.99 not including tax and shipping which I am owed. See the email from today.Hi ******, Thank you for being part of the Traegerhood. I hope you are doing well!Regarding the chat we had today, case number ********. We want to thank you for all your patience and comprehension with us. As a followup, we have checked that we have refunded $10.81 already that was the discounted amount of one pellet bag, since you were applying a discount code, so that is the individual amount of each bag. Visit our website, and you will find the Top 10 recipes you should try and enjoy with your family. If you have any other questions or issues, please chat with us or call *****- Traeger ***************). Besides, you can visit our support website and take a look.Regards, ******************** Traeger Tech I am tired of being out the money for the product when it was never sent and their fault.
Business Response
Date: 08/10/2023
Hey ******,

Thanks for reaching out about your experience.

It seems the miscommunication stems from payments used on this order. There was a $200 USD Gift Card used on this transaction, we don't usually issue cash refunds from gift cards, there isn't a way to direct a gift card balance onto a card. We are making an exception in this case and issuing a physical check in the amount of $7.06. Please expect that within 1-2 weeks.

Thanks,

Traeger Team
Customer Answer
Date: 08/10/2023

Complaint: 20445619

I am rejecting this response only until I receive the check. I will keep this open until then.
Sincerely,

*****************************
Initial Complaint
Date:05/03/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
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 . On 5/5/23 Trager informed me by phone that it was a app issue which in no way shape or form can be the issue as the app is not open on all of the occasions that I experience this issue. They will not extend my warranty and have not agreed on a replacement or a refund for the cost of a replacement. I am seeking a resolution in the matter.
Thank You
****** ******
Business Response
Date: 05/05/2023
Hello!

Thanks for reaching out.

One of our senior members will be reaching out to you shortly.

Thanks for being apart of the Traeger Team!

Customer Answer
Date: 05/05/2023

Complaint: ********

I am rejecting this response because:I am still waiting for a resolution I have reached back out to Traeger only to be told someone is working on the issue and will be in touch. Each time I have requested an email recapping our conversation and not received that as well.

Sincerely,

****** ******
Business Response
Date: 05/09/2023
Hello,

We had a team member call in and offer a voicemail with a bit of an update.

Thanks for hanging in there with us while we work on resolving this for you,

Traeger Team
Customer Answer
Date: 05/10/2023

Complaint: ********

I am rejecting this response because:the agent did not leave a voice mail as stated in her follow up email. I have been requested to take part in a beta testing app that Traeger believes will cure my grille issues. At this time I have not recieved the app update for beta testing and the grille is continuing to shut down with no cause during use.

Sincerely,

****** ******
Business Response
Date: 05/10/2023
Hello,
Thanks for reaching back out!
We have deployed a new version of the app and are hoping it resolved your issue.
Please feel free to download and install that version of the app, and if the issue persists please feel free to reach out again!
If you do receive that issue again, please note you can use it offline in the meantime (disconnected from the app)

Thanks,

Traeger Team
Customer Answer
Date: 05/10/2023

Complaint: ********

I am rejecting this response because:I have checked and rechecked I am running the most current app update and still have the issue. I have also informed your agent several times that the issue happens even when using the grille offline. So where are you going from here to resolve issue?

Sincerely,

****** ******
Business Response
Date: 05/11/2023
***,

We've recently updated the app as of yesterday/today. If you are on the latest and continuing to have the issue I would hang on tight as we work out more bugs.
We did recently send a gift card for the experience.
As for the issue continuing when the grill is offline, we mean disconnecting the grill completely from the app, closing the app and using the grill independently.

Thanks,

Traeger Team
Customer Answer
Date: 05/11/2023

Complaint: ********

I am rejecting this response because:I do not know how to explain this to your company any better ! I can close the app disconnect the wifi from the grille and continue to have the grille shut down . I respectfully request that you own up to the fact that I have recieved a lemon of a grille and replace it!

Sincerely,

****** ******
Initial Complaint
Date:05/01/2023
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.
The App for the grill stopped working. Traeger said my phone was to old. I bought a new phone. The app works now but the grill turns off without warning in the middle of cooking. Ruined the meat on it. They sent replacement parts (controller, fan, switch) and I replaced them all. Spent hours troubleshooting, following thier instructions to reset things. And 2 weeks later I am still having the same problems. The grill shuts down in the middle of cooking. It still has more than a year on the warranty. Traeger is not correcting the problem according to thier warranty. I want a full refund so I can buy a grill that works. A replacement grill that works. Are this repaired to a working status. A refund of lost money in meat and pellets used due to no fault of my own.
Business Response
Date: 05/02/2023
Hey ****!

We appreciate you working with us through these app issues we are having.

The grill turning off mid-cook is an glitch in our app that we are working on resolving. A replacement grill that is connected to the app would cause the same issue. In the meantime while our developers work on fixing this, you can use the grill disconnected from the app. We have also heard success in leaving the grill connected but not using the application during the cook, this way you get all the notifications.

Thanks for being a part of the Traegerhood,

Traeger Team
Customer Answer
Date: 05/03/2023

Complaint: 20006043

I am rejecting this response because: I am not interested in a replacement grill. I want the money i spent for this grill refunded. The reason i bought this grill was because of the **** abilities. It has been over 3 weeks and the grill hasn't worked as you sold it to work. Your company sold the grill to me telling me how well it works. Simple fact is that isn't true as you stated. The app is a part of the grill system. If it doesn't work then the sale was made under false pretends. Simple, no wifi I don't need the grill and never would have bought it. And be assured I will never buy another Traeger and I certainly don't want a replacement. My note before stated "Repair" or "Refund". Meaning if you are not going to fix "Repair" the app give me my money "Refund" back.

Sincerely,

*************************
Initial Complaint
Date:03/29/2023
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.
We purchase a Traeger Timberline XL at the end of 2022. We paid for professional assembly and for it to be installed into an outdoor kitchen with the Traeger trim kit. After the first use the grill had an error that the ignitor was not detected. We contacted Traeger and were told several parts would need to be replaced. Traeger said they would ship us the parts but we are responsible for the repair. This requires moving the grill out of the built in space. Traeger stated they cannot assist with the repairs although the grill clearly was not built properly because it broke so soon. We do not have the ability to move the grill or repair which is why we paid to have it assembled and installed originally. I would understand if we had this grill for a long period of time, but the grill has not worked properly since purchase. We now have a $4,000 grill that doesnt work and we are unable to repair.
Business Response
Date: 03/30/2023
Hello,

Thanks for reaching out!

We make the part replacement process as easy and straightforward as possible. At this time, there is no service dealers in your area to assist with your situation. This is also not a guaranteed service, as dealers are in an opt in basis. Your warranty covers parts and access to our Traeger techs to help you in installation or replacement in parts, should something like this occur.

We are happy to send you the part and walk you through the process. We would recommend to remove the trim kit and to access the panels needed.

Thanks for reaching out,

Traeger Team
Customer Answer
Date: 03/31/2023

Complaint: 19871419

I am rejecting this response because:
We paid $4,000 for the grill, another $200 for assembly, and several thousand dollars to have the grill built in to our island. The grill has never worked properly. Traeger sold a defective product (that appears to have several issues for many customers). We are unable to remove the grill from the island and repair which is why we hired someone to assemble and install initially. Since this product was defective straight out of the box, we are expecting Traeger to resolve the situation in a way that doesnt cost us additional repair and installation fees. We are requesting one of the following solutions.

1. A certified Traeger technician that will remove the grill, repair, and replace
2. A replacement grill assembled and built back into the island (as we have already paid for)
3. A full refund of the grill

Sincerely,

***************************
Business Response
Date: 03/31/2023
Hello,

We can assist you with what our warranty covers which is part replacements on the off-chance they may be needed.

1. A certified Traeger technician that will remove the grill, repair, and replace.

There is no service dealers in your area that can assist. This is also not a guaranteed service as dealers are in an opt in basis, and may not be available for a variety of reasons.

2. A replacement grill assembled and built back into the island (as we have already paid for)

A replacement grill isn't a plausible solution. Not only is it not covered under warranty but; Your current grill needs one replacement part that we are willing to cover and provide, as your warranty entails.
There is no dealer available to assemble or build it back into the island. We are not liable for the payments or cost you have incurred building the Traeger into your outdoor kitchen.

3. A full refund of the grill

Our refund policy is available to you via Traeger.com.

Here is some tidbits you may find useful.

CAN I RETURN A USED PRODUCT?
All merchandise must be unused, unassembled, and returned in the original packaging. Please include a copy of the original receipt of purchase.
HOW DO I RETURN A PRODUCT PURCHASED FROM A TRAEGER DEALER?
Customers are subject to the retailer's return policy, and unused products purchased from an authorized Traeger dealer can only be returned to the place of purchase.
Traeger cannot 'authorize' or 'approve' a refund from a dealer.
Traeger does not offer refunds on any products purchased from a dealer's store or website.
Customers are subject to the dealer's return and refund policies.
The purchase receipt should provide these necessary details.
If you wish to return your grill in order to receive a refund:
If unused and unopened, you can return the grill to the dealer.
If you have used the grill and are ineligible to return it to the dealer, please contact our Customer Support. We'll provide thorough help for whatever issue your grill is experiencing.

Thanks again for reaching out,

Traeger Team

Customer Answer
Date: 03/31/2023

Complaint: 19871419

I am rejecting this response because:
It is unfortunate that Traeger will not make a customer whole when selling a defective product.
Since we will be required to hire someone to repair a product that was sold defective, will Traeger reimburse the expenses incurred?

Sincerely,

***************************
Business Response
Date: 04/03/2023
Hello,

Thanks for reaching back out.

We will not be reimbursing you for the repair of the Traeger grill. We do not guarantee service as dealers are in an opt in basis.

These grills are made to be self service in the chance that something goes awry and needs replacement or troubleshooting.

The costs that it takes to build it in or hire someone to repair are not within your warranty.

Thanks,

Traeger Team
Customer Answer
Date: 04/04/2023

Complaint: 19871419

I am rejecting this response because:

It is clear Traeger is not willing to make this situation right when selling a defective product. It is unfortunate that we purchased a product that never worked and we will now be spending more money to repair.
We offered several alternatives to help resolve the situation to which Traeger would not compromise or consider.
As such we will move forward with other options for resolve and will purchase no further Traeger products.
We will also be sharing our experience on any and all available platforms.
Sincerely,

***************************
Initial Complaint
Date:03/11/2023
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.
I have reached out to Traeger numerous times. They have sent parts to me for me to replace.(induction fan and a controller) I have taken the grill to one of their certified businesses. They have had it 4 weeks and still have not touched it stating they need a few more weeks. I have had nothing but issues with this grill and asked them to replace the grill (also ***** has caught fire). I have been back and forth with them on the phone for ***** hours trying to get the grill fixed/replaced. Still have no idea with what is going to happen. It is absolutely absurd that a consumer has to spend this amount of time and energy to deal with something of their issue.
Business Response
Date: 03/13/2023
Hello,

We take these concerns seriously and have looked into your account.

I have someone reaching out within the next ***** hours.

It seems the next step is an HBA replacement for your LER issue. Please note that several factors could go into why an LER is occurring and this should resolve them as long as the pellets are topped off.

Thanks,

Traeger Team
Initial Complaint
Date:02/07/2023
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.
I bought my Timberline XL at the end of October. I used this $4k grill one time and then got multiple sensor errors. After more than 5 calls and endless hours on hold, I have replaced virtually every single part. I have had two instances where the support specialist said I would get a call back with resolution and never got the call. I had to call them back and wait on hold again. When I demanded a refund or a new grill the last support person that I spoke to said he agreed and would push my case to corporate for a decision. Never got a call back and finally called them back in a week. Now they want me to yet again dismantle the grill and check wiring. AGAIN. how many times do we keep doing the same thing and expecting a different result? Today I finally got through after an hour wait and then get disconnected when trying to connect to the video call. You would think the support person would call me right back...NOPE....now I'm back on hold waiting for another approx. hour. Finally get through to yet another support person who insists that I do a video call to prove that the wiring harness is plugged in. After verifying that it is, he tells me he is pushing my case to a higher level and have to wait for yet another call. After three days no call yet. I'll prob have to call them and wait hours on hold again. I have wasted three different days of my weekends trying to get resolution because I can't be near my grill while at work during the day. I am utterly at a loss for words for the way Traeger manages this process. After reading all of these reviews I think I will look into class action law suit for quality, workmanship and warranty problems with a grill that cost $4k. At this point a $30 charcoal grill works better than this thing. Prob. get better support too. It is not my fault that the company lacks quality control at the manufacturing level. This is my 5th grill in 15 years and everyone in my family owns one. Traeger just lost 4 lifelong customers.
Business Response
Date: 02/07/2023
Hello ****,

Thanks for reaching out, we take these matters very seriously and always aim for a positive experience with our Traegers'.

We had a member of our Corporate team reach out and set a time for you both to go through and troubleshoot on Saturday.
We want to ensure your Traeger functions as designed and look forward into finding a resolution for you.

As for the feedback on previous experiences, we have reviewed these interactions internally and have found opportunities for growth.

Thanks,

Traeger Team
Initial Complaint
Date:01/22/2023
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 received my Traeger Prarie on 12/25/21, first attempt to use it kept blowing the *** outlet. Called customer support and was walked through a 2 hour diagnosis process to determine the hot rod was faulty. Traeger sent a new hot rod, spent another hour to Install. One year later, 1/20/23 plug the grill into the outlet and its again blowing the ***. I called customer support and requested a tech to come repair the grill or send me a replacement. Traeger refused, and instructed me that my only option is to repair the grill myself with the guidance of a customer service rep on a phone call. I shouldnt have to repair my name brand grill twice in a year. I spoke with a supervisor ******************, he was polite, but refused to send a repair technician nor a replacement grill. It is unreasonable to make the consumer repair a brand new grill twice in a year. I believe i received a lemon or faulty grill and would like a replacement, or a repair. ********************* ************
Business Response
Date: 01/23/2023
Hello,

Thanks for reaching out with your inquiry on your Traeger grill.

At this time, all our Traeger Grills have a self service warranty for the parts we provide- it does not guarantee service. Looking into your area, there is not any local technicians or service members that can come out and service your Traeger.

We would be happy to have someone shoot you a call and diagnose your Traeger, then send you a part if necessary. We want you to have the best experience possible and strive to do so.

Thanks,

Traeger Team
Customer Answer
Date: 01/23/2023

Complaint: 18878210

I am rejecting this response because:Ive already diagnosed my grill the first time, this is the same issue happening again. I believe it is a faulty product. What is your solution if I were incapable(blind, elderly, or no cell phone)? Surely you have other means to correct this problem. According to your website, there is a platinum dealer in ******** **, only about an hour from my house. This is a common complaint Ive seen online, Im not the only one experiencing this issue.

Sincerely,

*********************
Business Response
Date: 01/23/2023
Hello,
Thanks for your quick response.
A platinum dealer does not mean they service, make house calls or troubleshoot Traegers. On our website Traeger.com/dealers you can locate dealers in your zip code. Platinum dealers mean these stores have access to a variety of product, new releases or a larger quantity of product.
Local dealers that do offer servicing will have "Service Dealer" in the description. This means there is techs that were trained by Traeger to diagnose and/or replace parts as needed with grills under warranty. The stores are then allowed to choose to service in store which is most common, or make house calls within their chosen mile range. Our self service warranty doesn't guarantee this service, as its availability is variable and not a given.
In the rare instance a part failure occurs, we strive to make troubleshooting as easy and straightforward as can be. Your Prairie should've given you the Traeger experience from the start, for that reason we are opting to replace with the next available model that is comparable and similar in design, the Pro 22.
Should you choose the replacement, please note that the warranty remains the same. In the unlikely occurrence that something goes awry within your warranty period, the self service warranty would be offered where a tech helps you diagnose the issue and/or replaces any manufacturer defect at no cost. Should an issue arise where you are out of warranty and a part would need to be replaced, at that time the part could be purchasable over the phone.
If you'd like to opt in for this, feel free to respond and let us know.

Traeger Team

Customer Answer
Date: 01/24/2023

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,

*********************

My address is ************************************************* 48854
Initial Complaint
Date:01/21/2023
Type:Customer Service 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 declare lemon on my pro780 traeger grill I have had 3 controllers replaced, still have a broken leg, and the paint on the barrel is peeling. Traeger **************** has done nothing but bandaids to solve the problem. Instead of accepting that the grill might have a problem. I was promised a replacement lid, and that we will continue to solve the problem. The grill went out of warranty during that process and problem still not solved.
Business Response
Date: 01/23/2023
Hello,

We are happy to assist with your inquiry. We have reviewed all your interactions and claims with your Traeger account.

We are eager to see the data from your Wifire 780 Controller, this would correlate or clarify the issues you're reporting. If you could provide the **** of your current controller inside of your 780. It would be in your Menu> Settings> About Grill. The one we have on file is sorely outdated and it doesn't seem to be connected.

At this time you are out of warranty and it seems that there is many factors that *** not be factory defects that could be contributing to your experience. Luckily, we are still able to troubleshoot and pin point the issue if you allow it.

Thanks for reaching out,

Traeger Team
Initial Complaint
Date:12/05/2022
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 my Timberline XL in late June 2022 and took possession on it right before July 4th weekend. After seasoning and getting it set up, the temperature on the initial cook kept fluctuating between very low and very high temps and finally shut down. I did the initial troubleshoot with the support team and couldn't get it back up and running. Later they wanting me to do additional trouble shooting by opening it up and going through the connections. I was uncomfortable with opening it up as this was the 1st cook and I spent over 4k for the grill. I insisted on getting a tech onsite and after some pushback they said they could get someone out in a few weeks. Tech arrived in mid July and after a couple hours of trouble shooting determined it was most likely the motherboard and worked with the reseller I purchased through to get a replacement sent out. Replacement was delivered July 27th. The new grill worked good until mid october and then the temperature would again cycle then shut down. After trouble shooting again, then determined it was the igniter. A new part (6 days delivery). Installed the part, worked for the 1st part of the 1st cook and then shut down 3/4 thru it. tech support wanted to troubleshoot again but I was frustrated and escalated. No help from escalation except saying it was a sofware issue most likely and to contact Tech again. Another long troble shooting and determined the ****** needed to be replaced and sent a new one (7 days). Watched the video, removed the old ****** and started to install the new one but it came in damaged. Tech determined a new one needed to be sent (another 7 days), and still waiting, est. delivery 12/9 or 12/10. Very disappointed in this purchase as I had and outdoor kitchen built around this grill, side install for induction oven too. At this point I am ready to cut ties but a refund supposedly not happening. Of the 5 + months I have had the grills, I have had a working grill for less than 2.
Business Response
Date: 12/06/2022
Hey *****!
Thanks for reaching out, it's important to us that you have a great experience with your Traeger and with our support team.

We always want you to be happy with your Traeger and it seems we missed the mark.

We have reviewed interactions and the process you've gone through and we are hoping to learn and improve from this internally.

We are looking forward to the new HBA getting delivered to you, and should you have any questions on installation or anything feel free to shoot our team a call.

Thanks for being a part of the Traegerhood and delivering this feedback,

Traeger Team
Customer Answer
Date: 12/08/2022

Complaint: 18527843

I am rejecting this response because: It is just the same response I get anytime I call into *******. Doesn't address the 3 out of 5 months I have had my grill that I have been unable to use it. Or the time spent troubleshooting and fixing and waiting for parts and sending parts back.

Sincerely,

*************************
Business Response
Date: 12/09/2022
*****,

Thanks for reaching back out, I understand your concern and that you want a functioning Traeger. We are eager to get you up and running as well.

We are hoping to see this HBA delivered today, and should you have any concerns on installation- let us know.

Traeger Team
Customer Answer
Date: 12/09/2022

Complaint: 18527843

I am rejecting this response because: My concern is this is the 2nd time (3rd if you count the igniter) I have waited 7 days for a part to get my $4,000 ******** and running. And once I get it, I get to spend more time installing it and probably more time with tech support making sure I get the connections correct. Then I get to rebox up the 2 hoppers I have and get them sent back to you. I'm not sure how you would expect an elderly person to crawl under their grill to install the igniter or lift these hoppers to install?

Sincerely,

*************************
Business Response
Date: 12/12/2022
Hello,

We have decided on a different course of action for your TLXL, we will shoot you a call and hopefully get things resolved!

Thanks,
Traeger Team
Initial Complaint
Date:11/09/2022
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 a ******* pro 575 grill in September for $899.95 plus tax. During the first few uses, the grill would ignite, then stop working. Unplugged grill and tried again and again, grill would not ignite AT ALL. When I open the grill lid the temp drops drastically. I reached out to Traeger several times and did the MANY problem solving steps required. (Which requires me to go into the electric panel and check wires) Grill still faulting out, contacted Traeger, was told to do MORE problem solving!!! This grill is only a month old and should have NO DEFECTS! Traeger refuses to replace my grill or offer me a refund. If this grill was a year old, I would understand, but this unit is 1 month old and barely used. One of the SEVERAL agents I spoke with reviewed all the faults the grill had made, so they can clearly see there is a problem with this grill!!
Business Response
Date: 11/09/2022
Hey *****!

Thanks for reaching out.

We take these inquiries very seriously. We have taken the time to overview your account and interactions with our Traeger Techs.
We always want you to be happy with your Traeger!
Your self service warranty covers the diagnosis and replacement of the part that is concluded to be a defect.
Our team has sent you the controller for your Pro 575, and are looking forward to seeing that part installed so you can get back to Traegering!

If you need any assistance or tips on how to install the part, our team is ready to help you from 6AM MST to 10PM MST, 365 days a year!

Thanks,

Traeger Team

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Traeger Pellet Grills, LLC is NOT a BBB Accredited Business.