Traeger Pellet Grills, LLC

We are sorry to hear you are unhappy with your Traeger GrillWe definitely want you with a working grill so you can enjoy the wood fired difference like so many others are doingUnfortunately we have been unable to get in contact with you to discuss optionsOne of our supervisors called on 2/21/The first two times she called, there was an answer followed by an abrupt hang upThe third time she called she was able to leave a messageIn the message would have been a direct number to contact her backPlease do so ASAP so we can get you taken care of

I have reached out to the customer for a time good for him when we can troubleshoot his grill and come to a resolution to get him using his grill properly

We apologize for the issues you had with the Timberline grill while we worked out a few issues we discovered once it was out in the marketTraeger stands behind their product, and we believe as do many customers and dealers that the Timberline is a great grillWe will do what we need to get your grill working properlyWith the last update to the controller on 7/and the removal of the collar around the fan, the grill is running as advertisedIf you need help locating a dealer to remove the collar if you have not done so already, we can help locate one or we're sure David Stove Top will assistWe appreciate your feedback and concern, but we will not be issuing a recall on a grill that is working great on a very large scaleWe have tried calling you and left a message to resolve any issues you might still be having, but haven't heard back as of todaySorry again for the issuesIf you'd like, you can contact us at 844-9WIFIRE, or call Max who left a voicemail for you with his extension

Traeger would like to apologize for the information you received the sales repWe are sending a Pro AGL controller which has the meat probe and better controller technology making it the same type of grill as our Pro grillThis grill require a minute start up procedurePlease contact us at 800-TRAEGER for more assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Sorry for the issues with your grillThe pro is an awesome grillThis can be something as simple as changing the way it is started upWe are confident we can get your grill working and will be having a supervisor call

We apologize for the issues you've have experienced with your grillWe have requested a new hopper burner assembly be sent, which is basically a brand new engine for our grillsWe have attempted to reach the customer twice, once on 9/and once on 10/2, but haven't heard back from the customer yetWe hope that the new hopper burner assembly puts this matter to rest

I understand your frustration and I've reached out to our dealer service team to reach out to that dealerThis is the same as purchasing a name brand product from Target or Walmart, if you purchased a something from them, you wouldn't go to the manufacturer for a refundThe dealer purchases from us and then resellsThe dealer is not Traeger and if they are not representing our brand then we'll take action on our part, but the product you purchased was not through from Traeger, but a dealer and as such, the refund policy that applies is the dealer's as Traeger does not have the funds you paid to do the refund We've provided an address for the dealer as wellI will reiterate, we will replace whatever needed to get your grill working properly as outlined in our 3-year warrantyThe dealer's address is [redacted] and phone number is ###-###-####

[redacted] ,Sorry again for the issues you've had with your grill and the communication issues with getting you the part you needI understand we've gotten this addressed for you and it looks like the item has been deliveredPlease let us know if you need anything else

We spoke with the customer and are sending him a new hopper burner assembly, which is basically a new engine for the grillHe agreed to it and will reach out if he has any other issues

Just got off the phone with ***We are sending him a new hopper burner assembly to get him taken care ofWe completely understand his frustration and I promised him I would get him taken care ofThe hopper burner assembly is ordered and working with [redacted] to see if we need to send someone out to install it to his grill

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have contacted me and repaired the problem Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, it took the Revdex.com contacting them to get a replacement unitThank you Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] *** I have had to contact my credit card company to refuse payment to you, also I had called often enough with the same response.....you will get your item today....never got it! Very bad customer service I do not recommend your company at all

Sorry to hear you feel this wayWe did try to make this right before the Revdex.com complaintWe responded with the 50% off on 11/at 10:01am (Mountain)We did not receive notice of your Revdex.com complaint until 12:45pm (mountain) on 11/So we actually did offer the discount before we received notification and it was not the Revdex.com complaint that startedIt was the conversation you started on social media that prompted the discussion and when we offered the discountWe have offered to honor the fair pricing you missed out on, which was rejected, but you did offer to give $for an $grill to "make this all go away" You are now disappointed that we won't send you out a free smaller grillIt's unfortunate we won't be able to come to a resolutionGood luck with all your future smoking endeavors

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am willing to try the hopper burner assemblyIf I still am having issues even after the hopper burner, I will be in contactIf the grill will still not smoke at a temp of - 180, I will expect it to be replaced or refundedThis is a lot of work for a brand new TraegerI could understand years down the road having an issue here and there but this is getting rediculousI want to use it, not work on itI think that is more than reasonable Sincerely, [redacted]

***, sorry to hear about your less than exceptional experience with customer serviceI do see an order was placed for you for a power cord and a new controllerThe new controller is an upgraded controllerI also see a supervisor left a message for you on 9/12/with a direct line to call him backWe are still waiting on receipt of the power cord you needThis should be in this week to our warehouseOnce it is inventoried, the order will ship

I am simply requesting a full refund of the purchase price I also do not want to incur any shipping and handling charges Thank you for your attention

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I accept as long as I get the handles for backup, I should explain that I would like a lifetime warranty on the handle, just the handle not the grillIts nice to know I have handles for back up..thank you so much!

Sorry again for the problems you've hadWe did ship a new auger from our headquarters and we see it was delivered on 10/