Traeger Pellet Grills, LLC

We apologize for any issues you've had with your grillIt looks on 3/we sent out a new grill and hope that everything is working out well

We reached out to [redacted] and were able to speak with her about the issue with the grill on 4/28/17. We are sending [redacted] a new hopper burner assembly, which is essentially the brains of our product. This is essentially a new grill, minus the body of it. We are so sorry for the problems ***... experience and we definitely want to make it right and get her using her grill again.

We apologize for the experience you've had with your grillWhen burning in the grill the first time, there can be a strange smell as all the oils are burned offWe'd love to chat with you about your grill and experience and get your grill running properlyWe called on 8/at 4:40pm (Mountain) and left a message and haven't heard back as of today 9/

In regards to case #: [redacted] Traeger would like to apologize for any confusion in regards to the warrantyThere was bad information going around the call center in regards to grills purchased through AmazonTraeger, 100%, will honor the warranty for the grill purchased by [redacted] I have updated his account to reflect this as wellThis is in regards to his Bronze Tailgater with the serial number ending The grill was purchased on 5/21/and normally would expire years from that dateDue to the issue he had, will honor it from the date of registration 12/8/So, it will be out of warranty as of12/8/

The reason why we are unable to send a metal handle is due to safety issues A metal handle will heat up as it is connected to the grill, absorbing the heatWe are unable to send out metal handles because they are not made for the grillIs it possible the screws are screwed in too tight splitting the handle after extended use? We will continue to honor the warranty and send out replacement handles for the grill, but we are unable to send metal handles because they do not exist due to safety concerns with the grill having metal handlesAluminum ones we use for the front door would not work either as they are not strong enough and not manufactured for the part you want a new handleI've ordered new handles for you

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

We are happy to replace the hopper burner assembly which plugs into the
grill and is basically a new engine for the carThe barrel and legs do not affect the way the grill operates, which is the only thing not being replacedA hopper burner assembly is basically a new grill without the hassle of reassembling a new grill, boxing up the old one and having us send UPS to come pick it upA hopper burner assembly is simple to install and will get you using the grill quickerYou can use the box the new one comes in to put the old one in so we can have it brought back and do quality control on itWe'll even pick it up

Thanks for bringing this to our attentionThe auger length being the wrong length affected a very small percentage of grills, it did not affect all Timberline grills soldWe actually were not able to determine by serial number if the grill had the wrong auger length or notUnfortunately, we
did not anticipate having an auger issue, so we were on back order for the partWe had to fly them directly over from the manufacturer as soon as we figured it outI do see that the auger should be shipping today and we have have upgraded the shipping to next business day

Case #: *** When the customer ordered the front shelf for his grill, we had two availableThe one he ordered was for the Lil’ Tex elite, which is not the same as the Lil’ Tex the customer ownsWe can ship him the part he needs (SUB804) to get the front shelf to work with his grillWe have
reached out to the customer to verify his address and get him the correct parts

Sorry for the delay in getting back to youWe did call the customer on 10/and left a message with contact information and let them know we have mailed a checkIf you haven't received the check, please call our office and we will assist

Please accept our apologies for the trouble you've had with your grillA new grill was ordered for you on 6/2/for replacementI just called and left a message outlining thisPlease contact us at [email protected] when you receive the new oneWe would like to receive the old grill back
so we can test it and figure out what is going onWe will have UPS come and pick it upYou can use the box the new one comes in to ship itSorry again

Case #: *** Customer has been sent replacement parts under the warranty as recently as 10/17/Traeger Grills when properly maintained and instructions followed are safeThey have caught on fire when not properly maintainedThis can happen if on the rare occasion the fire in the grill goes
outThe auger will continue to feed pellets into the grillWhen this occurs, as stated in the owner’s manual, the user must clean out the excessive pellets before reigniting the grillFailing to do so, can result in a grill fireIn this customer’s case, all parts that needed to be replaced have been

Traeger would like to apologize for the problems you have had with your grillWe reached out yesterdayTo confirm, we are sending a hopper burner assembly, which is what makes our grills our grillsIt is the brains and components of our grillsAny issues had with the grill not functioning
properly will be corrected with this part, plus it is much more simple and quicker fix than a whole grill replacementAs long as the grill is started properly and maintained, there shouldn't be any issues going forwardProper start up procedure is minutes on smoke with the lid open and then closing itIf the lid is left open longer, the grill will be taking measurements and making adjustments with the ambient air temperature will can cause temperature issues I know you have a contact for a supervisor at Traeger, and please call if you have any other issuesSorry again.-Traeger

Complaint: ***
I am rejecting this response because:My point exactly if you cant use a $grill that is advertisement! If I put it on a low temp and cant raise it to a higher temperature with out restarting it what is the purpose of having it? I am not the only one I am probably just one of the many who is willing to complaint to Revdex.com, you've already lied about trying to contact me and fyi we used the grill the same day it was returned to us but I guess you guys don't see that, I also used it again 2dys afterwards an the last time was the 24th would you keep using a grill that only frustrates you hell nawl and your arrogant replies only confirms what everyone else has said about your product and lack of customer service but its ok lesson learned and KARMA is a mofo in due time you guys will get yours and definitely have lost a customer!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Traeger made ONE attempt
only to contact me on 11/I returned the call the same day and left a voicemailI left a second message in the morning of 12/with no return call receivedClearly resolution is not a priority for this company who, I might add, also didn't bother responding to this complaint until after it was actually closed
Sincerely,
*** ***

We apologize for the confusionThe controller should have been under warranty, which it was originallyThe order wasn't cancelled however, and then another order for a controller was placed and the customer was chargedWe appreciate you letting us know as we were able to cancelled the second
controller from being sent outWe have refunded the funds and have coached the rep on how to handle these situations properlyFor the inconvenience we have also sent a cover for him Timberline grill

We apologize for the lack of communicationThe items you needed were sent on 9/and delivered on 9/Please let us know if you require further assistance

We are sorry your grill has not performed and lived up to expectationsTraeger stands by it’s products and will honor warranty for any manufacturer defectsWe have made multiple attempts to contact you in regards to your Revdex.com complaints, but have been unsuccessfulWe have left voicemails with a
direct number to call us backAs always we can be reached at 800-TRAEGER for assistance or on the number we left on the voice messages.Thanks. Gary F*Director, Call Center Operations TRAEGER WOOD FIRED GRILLSWx1567 C801.735.4749AEWilmington Ave. Ste 200, Salt Lake City, UT 84106EgF*traegergrills.com | W www.traegergrills.com

The issue you are referring to will be fixed with the next update and only occurs when you go from high temps to low temps back to high temps We've also looked at the times you've used the grill since our last update on 7/and it does look like the grill has functioned properly on multiple occasions and the times you do have the issues is when you go from high temps to low temps and back to high tempsIt looks like the last time it was ran was on 8/24, days after you originally filed the Revdex.com complaint. We will not be issuing a recall because the number of returned grills and the number we have sold and satisfied customer do not justify that type of actionSorry, we are unable to resolve this to your liking

For case #***, sorry for the issues you experienced with your grillI know we sent a new hopper burner assembly for your grillHope that is working out well for you and if you require additional assistance, please us know