Traeger Pellet Grills, LLC

In regards to Case #: ***The customer was refunded for his entire grill on 2/22/We received the grill backTraeger wanted to help the customer get his grill working properly under the warranty, by sending the part necessary to fix it, but the customer just wanted to return the grill

We have spoken with the person who filed the complaint and have come to a resolutionHe has received the new grill as well as a cover

Thank you for reaching out to Traeger GrillsWe apologize your handle keeps breakingIt is not meant to carry the grill but simple move it aroundWe do not manufacturer the metal handle you want for your grill, nor is a grill replacement to fix the issue you are havingI can assure you that this
is not common with the grill you own, we have many other grills that are heavier with the same plastic handle without any issuesI do see we have replaced your handle as well as sent something extra for the inconvenienceWe stand by our grills and our warranty, and will service as needed

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,
*** ***

This has been resolved with the customerThey received their shipment yesterday 12/It was resolved on 12/after speaking with herWe would call and they would never answer, but we finally got hold of them and came up with a resolution

Thanks for reaching out to TraegerI'm sorry if you feel that Traeger has not taken your issue seriouslyBrandon responded to you after you reached out on to Traeger on social mediaWe are willing to off a 50% off a grill, excluding the Timberline or commercial grills, and that he could handle it
over the phone for you or generate a codeHe is still waiting for your responseYou can respond to him and he will get you taken care, but we will not be allowing you to purchase a Pro that you requested from Gary for $

We apologize for any problems you've experienced with the grill, but are confident we can get the grill running correctly with
some troubleshootingThe grill you purchased does come with a 30-day money back satisfaction guarantee, as the one purchased (the Renegade) has a different return policy than our other grillsHowever, we were first contacted well past the day refund periodTraeger stands behind their product and will get your grill working properly by sending out whatever parts we diagnose that need to be replaced as long as the grill is used and maintained in accordance with the manualTwo different supervisors have attempted to reach out to you, but as of today (8/22) have not received a return callThe grill is not available for a return or refundWe can troubleshoot and get your grill working properlySometimes it is as simple as ensuring the grill goes through the proper shutdown procedure or start up procedure ensuring the grill does not go out during use and if it does to empty the firepot of pellets to avoid an excess amount of pellets in the firepotTraeger has been selling grills for years and as long as the grill is used and maintained in accordance with the manual, grill fires are not an issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIn regards to them attempting to contact me on 10/2, I do not show any calls from them on that dateI however attempted to contact them on 9/and left a message with Max and did not receive a call back from himI do believe that I did get the problem resolved with help from my local Traeger dealer/service centerThey may need to update their service center list due to our local dealer being a service center for themI do appreciate them sending me a new drive motor as well, up until this point I have been very impressed with the customer service that I received.
Sincerely,
*** ***

For Case #[redacted]Mr [redacted], we hope everything is going well with the new grill that was sent to you. If you still require assistance please give us a call. I believe you have one of our supervisors directly lines for 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]

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

[redacted], sorry to hear about the problems you were having with your grill. I know we were able to get your grill replaced with the help of BBQ Outfitters. If you are still having issues, please us know.

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. They have contacted me and repaired the problem.
Sincerely,
[redacted]

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

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 unit. Thank 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]

Sorry again for the problems you've had. We did ship a new auger from our headquarters and we see it was delivered on 10/3.

Sorry to hear you feel this way. We did try to make this right before the Revdex.com complaint. We responded with the 50% off on 11/9 at 10:01am (Mountain). We did not receive notice of your Revdex.com complaint until 12:45pm (mountain) on 11/9. So we actually did offer the discount before we received notification and it was not the Revdex.com complaint that started. It was the conversation you started on social media that prompted the discussion and when we offered the discount. We have offered to honor the fair pricing you missed out on, which was rejected, but you did offer to give $250 for an $800 grill to "make this all go away".  You are now disappointed that we won't send you out a free smaller grill. It's unfortunate we won't be able to come to a resolution. Good luck with all your future smoking endeavors.

Can you explain to me why you have dealers representating your company that do not respond to phone calls? it took a message to Revdex.com to get a response back. The gentleman still has not responded. i have also noted on any site not to purchase from your company. This is a fraud and I'm sure I'm not the only one there. i gave you my request and since you decide not to deal with getting in contact with YOUR dealers, I will make sure other consumers know how your business runs. We have done everything in our power to resolve this and your dealer wants to take our money and run. This wouldn't have happened with a legit company.

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]