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:10/27/2022

  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 bought a Timberline XL with accessories for about 5k in June 2022. Immediately the grill started malfunctioning. After about 4 months of troubleshooting and call ******* every week they finally sent me a new grill. The new grill wont connect so I cant use it. I called ******* and started the troubleshooting **************** again. They wanted me to open an access panel on the side of the grill for more troubleshooting. I tried but the s**** was stripped out. They wont send a repair person or a new grill. They want me to by tool to extract the bolt and continue to troubleshoot. I paid 5k for this product. Consumers should not have to spend money to fix expensive products they cant use. *** lost a lot of money with my new catering business because the first grill kept malfunctioning during my cooks. Ive had to cancel events including a big one this weekend. I just want a grill that works. Please help. I have two Treagers taking up space in my yard that dont work. The 1st one is still here because they never picked it up as promised.

  Business Response

  Date: 10/31/2022

  Hello!

   

  Thanks for reaching out. We take these inquiries seriously and always want you to have the best experience with your Traeger.

  
  We are looking into your case and will have someone from our team reaching out within ***** hours.

   

  Thanks,

   

  Traeger Team 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: Im rejecting this because Ive been in touch with them for 4 months. When they contact me theyll want me to start the troubleshooting process over again with a new tech. I e already done it countless times. I just want it fixed. I dont want to be on the phone with the for 3 hours every night for the next four months. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  ******,

   

  Thanks for reaching out, we are investigating to see what we can do for the pairing issues you're experiencing.

   

  We take these matters very seriously and hope to make contact with you soon on an appropriate solution. 
  
  
  Thanks,
  
  
  Traeger Team 
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: I spoke to ******* 1 November. They were supposed to call me back after placing the order for the new grill. I didnt get a call back so I called and the order was never placed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/04/2022

  Hello ******!

  Thanks for your patience while we work this through for you.

   

  We are doing everything on our end to ensure there is no issue with the grill functionality on the backend. It might be a network issue and we are working on deducing what the culprit could be with our digital team.

   

  This may take a few days, and we appreciate your cooperation. We don't believe a grill replacement would solve or repair the issue if its a network problem.

   

  Thank and we will update as soon as we can,

   

  Traeger Team

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: On 3 November when I spoke to ******* I was promised that a grill would be ordered and built locally to ensure it was functional for delivery. Without contacting me to let me know that wasnt happening they decide to change the plan. Now they promise to call me again in 3 days after they contact a local repair man. The same guys has been coming to fix both the broken grills they have sent me for four months. ******* never calls when they say they will, and when I call its always a different story. All I want is what I paid for an excellent grill with excellent service. So far Ive received two broken grill and false promises from the company about fixing it. Im now in month 5 of dealing with this. This is not right. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2022

  Hello ******!

  
  We are having someone reach out to touch base and clarify the best route forward for you.
  
  
  Rest assured we are working on this for you!

   

  Thanks,

   

  Traeger Team 

• Initial Complaint

  Date:10/21/2022

  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 contacted Traeger’s customer care (ha) on 10/1/2022 regarding getting a replacement handle as the bolt on the existing snapped off inside the handle and cannot be taken out to replace the bolt. The rep looked at pictures of this and stated he would be sending a new handle kit to resolve the problem. Twenty days later I still cannot use my grill as this has not been received. I contacted Traeger several times since 10/1 and given a line of lies and excuses from: order not processed can take 72 hours (hello it has been 21 days) to it was lost in transit (another lie as I have informed delivery with usps, UPS, and FedEx so anytime a label is created to our address we are notified). Ups notified me today 10/21/2022 that a label was FINALLY created by Traeger!
  
  My wife and I have owned several Traeger grills since 2011. A few registered under her name. But this will be the last after what we just experienced! Matter of fact we have been researching other pellet grills that are a good match to Traeger that is how serious we are. Traeger’s so called “excellent customer care” dropped the ball multiple times and LIED to us!

  Business Response

  Date: 10/21/2022

  Hello! 
  
  Your experience matters to us, we always want you to have a great time and experience with your Traeger and our team.

   

  We are having someone from our team reach out and gather your experience, and hopefully put things in the right direction.
  
  
  We look forward to working with you,

   

  Traeger Team 

  Customer Answer

  Date: 10/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:it is a generic response and offers no information on this complaint
  
  
  
  Sincerely,
  
  ***** *****
  

  Business Response

  Date: 10/24/2022

  *****,

   

  Thanks for reaching back out.

   

  We take these matters seriously and are often looking at opportunities for us to improve and provide better experiences in the future.

   

  We have emailed you a updated tracking # where you can track your part, and will attempt once more at making contact to get your feedback.

   

  Thanks for being a part of the Traegerhood,

   

  Traeger Team

• Initial Complaint

  Date:10/14/2022

  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.

  In late August, I received a Traeger gift certificate as a birthday present from friends. I have tried -- unsuccessfully -- to redeem it since then, no matter how many times I've tried. The main problem results from what several Traeger CSR's have told me: that I am only allowed to redeem a gift certificate online, not by phone. I don't mind using the website to order. However, one of the items I want to buy is only available by phone, not on the website. And, per above, they refuse to let me use my gift certificate to order the item by phone. This is totally unfair, and honestly, seems like it might be illegal in **********, given what I've heard about state laws about gift certificates issued to consumers. Can you help me either get Traeger to: (a) let me buy the item I want by phone using my gift certificate; or (b) simply send me a check for the value of the gift certificate ($100)? Thanks and please let me know if you need additional information here.

  Business Response

  Date: 10/17/2022

  Hey ****!

  
  We are looking into your issue and want to get this resolved for you asap.

   

  We are hoping to give you a call with a solution within ***** hours.

   

   

  Thanks in advance,

   

  Traeger Team 

• Initial Complaint

  Date:10/06/2022

  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 a Traeger TimberlineXL ($3800) 7/23/22. The Traeger never worked correctly out of the box. They sent me a few parts to fix the issue. Once I replaced said parts, I discovered that I would need a new wire harness. I tried ordering this part twice and recieved the wrong part. I called Traeger and my case went to the *********************** Now they wont return my phone calls, emails, and online chat support. Case number ********

  Business Response

  Date: 10/06/2022

  Hey ****!

  
  Thanks for reaching out.

   

  We take these matters very seriously.

   

  I have confirmed we have sent the part needed personally out of our HQ office.

   

  This will resolve your issue, please note that if you have any questions for installation our call centers are here for you 6AM to 10PM MST.
  
  

  Thanks,

  
  Traeger Team 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18176387
  
  I am rejecting this response because:
  Traeger sent the wrong part again. No new part ordered.
  Sincerely,
  
  *****************

  Business Response

  Date: 10/12/2022

  Hello ****!

   

  Thanks for reaching out.

   

  It looks like we have the correct part on it's way. Here is the tracking # via UPS.

   

  1Z1666549092265336
  
  
  
  Thanks for reaching out.

   

  Traeger Team 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18176387
  
  I am rejecting this response because: Just send me a replacement Traeger Timberline XL ************************************ 59044
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/13/2022

  Hey ****!

   

  Thanks for reaching back out.

  
  We want you to have the best experience with your Traeger. 

  
  At this time our warranty covers part defects and the replacement parts as the issue warrants.

   

  We would love to ensure your grill is up and running and appreciate your patience as we navigate this with you.

   

  Thanks for being a part of the Traegerhood,

   

  Traeger Team 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18176387
  
  I am rejecting this response because: "We want you to have the best experience with your Traeger." This has not been the best 3 month Traeger experience. I have been a huge supporter of Traeger for many years not anymore.
  
  

  "At this time our warranty covers part defects and the replacement parts as the issue warrants." I don't agree with this! You should provide service techs in all regions. Maybe this would have saved many hours of me being on the phone with Traeger reps answering the same questions over and over.
  
  

  "We would love to ensure your grill is up and running and appreciate your patience as we navigate this with you." I ran out of patience after you sent the wrong part for the 3rd time. Someone ensured me 100% that the right parts where sent but nope here I am waiting, wasting time when I could be smoking some meat. A simple apology isn't good enough. Sending the wrong parts time and time again isn't good enough.
  
  Regretfully,
  
  *****************

• Initial Complaint

  Date:10/04/2022

  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.

  After one month and countless phone calls to Traeger we have been unsuccessful in getting a warranty part for our grill. They offer nothing more than "it's on the way - call us in 3 days if you do not have tracking information by then". Over and over we call. Supervisors (*******) who said on 10/3 we would have working tracking information in 24 hours. Call back and ******* does not, AGAIN, have tracking information. She refuses to pass me through to anyone in the position to resolve the issue. She only says her manager will have to call me back, something which she says will happen within one hour. In short, the advertise a warranty but offer ZERO ability to utilize the warranty then their product fails. Laughable. Based on the number of complaints and reviews here, in the hundreds, it seems systemic and fraud-like. Wish we had known before shelling out all this cash for a grill.

  Business Response

  Date: 10/05/2022

  Hello ******* & ****, 

   

  Thanks for reaching out to us, we take these issues seriously.

  
  We want you to be happy with your Traeger.

   

  Your new controller will be arriving tomorrow by 7:00 P.M, I have emailed you directly the tracking number so you can see where it is real time. 

   

  Thanks for being a part of our Traeger family!

  
  Traeger Team

• Initial Complaint

  Date:09/15/2022

  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.

  On August 15, 2022, I purchased the Timberline XL pellet grill from Traeger LLC. I purchased the grill for $4027.95 from an ACE Hardware store. This grill has a main operating color touch screen display in the front. There is a spot on the screen where the LED diode is not working properly. This area will flicker when the screen dims and brightens (on startup and during warmup) and will this spot will sometimes light up green when the screen is completely off. (power is plugged in but screen is powered off). This area of the screen is always discolored from the color on the rest of the display.I have contacted Traeger customer support by phone and by internet chat on 8/16, 8/18, 8/22, 8/29 and 9/15. I was told to wait and that I would not be provided parts for a replacement or any other resolution. Traeger says a software update will fix this, but cannot give any estimate on a projected date.If this was a phone, tablet or anything else with a display, I would think anyone would return the item for a refund or exchange. I don't understand why it should be any different because its on a grill I cant return.

  Business Response

  Date: 09/19/2022

  Dear *****,

   

  Your order has been placed. Please visit traegergrills.com for videos and assistance with installing replacement parts or call us at 1-800-TRAEGER to speak with one of our *********************.

  
  

  Sincerely,

  Traeger Customer Service

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18032859
  
  I am rejecting this response because:

  I received the replacement part (motherboard) in the mail today and installed it. The issue still remains. It seems the issue seems to be with the display screen itself.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/23/2022

  *****,

   

  We want to get this resolved for you, I am going to have an agent give you a call and send you the parts needed.

  It's important to us that we resolve this for you and get your Traeger up and going!

   

   

  Thanks,

   

  Traeger Team 

   

• Initial Complaint

  Date:08/29/2022

  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 have filed a warranty claim for my Ironwood Grill and they approved it. However after one month they still are not shipping and meanwhile my grill is getting further scratched due to a loose gasket. I have called over a dozen times and it has been escalated many times and it is still not shipping. I have spent countless hours on the phone with them. I am so frustrated with the so claim "warranty". At this point a replacement is desired.

  Business Response

  Date: 08/29/2022

  Hello ********,

   

   

  We have taken the time to overlook your account and find a solution that fits your needs.

   

  We will have someone reach out within 1-3 business days to address this for you.

   

  Thanks,

  
  Traeger Team 

  Customer Answer

  Date: 09/02/2022

  
  
  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:08/16/2022

  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.

  Purchased this Traeger grill in 2019, had connectivity issues with lack of internet in our rural area. Finally get wifi in 2022, issues with pairing grill to wifi on august 16,2022. Contacted customer service was told since the grill is out of warranty and so many years old the firmware controller would have to be upgraded. I was offered to purchase this at 300 dollars. This is insane. I purchased this grill for almost ***** dollars and a few years later it cant even be used for one of its main purposes.

  Business Response

  Date: 08/17/2022

  ******,

   

  We have looked over your account and are happy to assist.

   

  We will have someone reach out and take care of you.

   

  Thanks for being a part of our Traegerhood! 

   

  Customer Answer

  Date: 08/20/2022

   
  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:08/04/2022

  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 brought the Traeger Pro 575 in May of 2020. I had a little over a year of it working and in around November/December of 2021 the grill began powering down mid ****. I troubleshooted on my own over a couple of months ruling out it was the wall power plug in and was a grill defect. 2.26.22 I contacted Traeger support and opened case number ******** and she ran diagnostics and suggested that it just lost power and had me test the wall power outlet again and stated that the data from the grill showed no error. I didnt use the grill again really until May due to the cold weather. On 5.7.22 I used the grill again, same issue. Contacted support and they troubleshooted and deemed that it is either the controller or hot rod causing the issue. They sent me both to replace. I replaced both and tried the grill for a **** on 5.27.22, same issue occurred and ruined a batch of wings. After that conversation with tech support they sent me a new power brick. On 6.17.22 I had replaced the power brick and tried the grill again, same issue and contacted support. They collected the grill software info and was supposed to escalate the issue to their advanced team. I did a live video chat with the tech on 6.18.22. He told me to disconnect the grill from wifi and it remedied the issue and I was promised a solution to fix the wifi capabilities. I was told it was a firmware issue. 6.22.22 - no update. 7.2.22 - No update. 7.26.22 - No update. Called support on 8.3.22 told me they sent a firmware update and to reconnect the grill to wifi and try it. It still powered off mid **** multiple times. Was promised a phone call back that same evening or next day. No call back. I am extremely frustrated as this has gone on too long in my opinion. I am wanting a replacement of my grill with one without the wifi capabilities or a refund so I can buy one without the wifi capabilities. No point of having a grill with capabilities I cannot use. The grill has all new electronic components as of now.

  Business Response

  Date: 08/05/2022

  Hello Trevor, 
  
  We would like to say thanks for being patient with us while we worked to diagnose the issues that you were experiencing with your grill. We tried to reach you via phone today and will try one more time before today is over to reach you. If you like to spek to us now, please contact us at 1-800-Traeger. We would like to offer you a non-WiFi grill, cover and shelf and look forward to speaking with you. 
  
  ***************************
  Corporate Escalation Specialist

  Customer Answer

  Date: 08/05/2022

   
  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:07/24/2022

  Type:Sales and Advertising 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 a Traeger grill in 2019. The grill had a three year warranty. The grill never worked properly. I made calls beginning in 2019, which are documented. Traeger offered many excuses, workarounds, and said that someone would call me back. The issue was never resolved and no one is calling me back. The latest thing I was told is that I'm beyond the three year warranty. This is unacceptable. I've been calling since 2019 and the problem was never resolved. I don't feel like that's an honest way to treat a warranty. I would just like an apology and my grill replaced.

  Business Response

  Date: 07/27/2022

  Hi ****!

   

  Thanks for contacting Traeger.

   

  We have overviewed your account and listened to all calls associated to your account since 2019.

   

  Your Bronson 20 model is out of warranty.

  During warranty our customer service team diagnosed a maintenance issue in 2019.

  In March of 2022, the temperature swings were reported and customer service sent out a cleaner to assist with your maintenance, a hopper insert to ease with the flow of pellets and a new controller.

  In April of 2022, the auger motor seized due to improper installation of the controller. This was also corrected.

  In the latest interactions of July 2022, there seemed to be a reported issue of temperature swings but a denial on troubleshooting with a request for a new grill.

   At your convenience, we can troubleshoot over the phone and as a courtesy if any part is malfunctioning we can offer a replacement part. 

   

  Thanks for being a part of our Traeger family!