Traeger Pellet Grills, LLC

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

to install it to his grill.

Case #: [redacted] On our website, it does state under Product Features: “COLD WEATHER READY We designed our Insulation Blankets to accompany your smoker in weather below 35 degrees. “ The reason it could void the warranty is because having the blanket on in warmer weather will most likely cause the...

power coating on the door to fade. Traeger would then not replace the door or other parts due to cosmetic issues. However, a refund request was set up for this customer on 11/20/16 pending receipt of the insulation blanket back to Traeger.

We are sorry the grill has not lived up to expectations. The fix is a fairly simple one. Unfortunately, we do not have any service repair centers in your area, nor do we have service technicians on staff. The grills are self service and we will send whatever part needed to get your grill running...

properly and like new. We are also unable to refund the grill as it was not purchased directly from Traeger Grills, but a 3rd party. We can definitely have someone reach out and help you fix the grill, or you can contact the place where you purchased it about returning it and refunding you your money. Our return & refund policy can be found here: http://www.traegergrills.com/return-policy.htmlOur warranty policy can be found here: http://www.traegergrills.com/service-warranty.htmlWhile your hopper is a little different than the one shown in this video, it is actually easier to replace and our service techs can walk you through it. Here is a video for reference: https://www.youtube.com/watch?v=0dP48cVR558&index=16&list=PL...⇄ can be reached at 800-TRAEGER or if you'd like we can have someone reach out to you.

First off, Traeger would like to apologize for the lateness of our response. The complaint was just received today (5/16/17) from the Revdex.com. We do see the Traeger Junior Elite was purchased a few years ago at this point. Traeger is unable to issue a refund or a replacement because the grill was not...

purchased through us, but a dealer. We will honor the warranty and send you out what needs to be fixed on your junior elite to get it working properly. It appears this complaint with the Revdex.com was filed in May 2016, and you stated it was purchased 2 years ago, making the purchase around May 2014. The warranty is a 3 year warranty. However, I have added another year to your warranty making it valid until May 1, 2018, so we can get your Junior Elite working properly. I don’t see any contact with Traeger on your account since 2015. We are available at 800-TRAEGER, from 5:00am-7:00pm (Pacific).

Traeger would like to apologize for the information you received the sales rep. We 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 34 grill. This grill require a 2 minute start up procedure. Please contact us at...

800-TRAEGER for more assistance.

I'm sorry to hear that. We still want to help. We have made some huge changes in the last 6 months with our service department. Can I have someone contact you to help with the 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 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 grill. Its nice to know I have 3 handles for back up..thank you so much!

In regards to case #: [redacted]Traeger would like to apologize for any confusion in regards to the warranty. There was bad information going around the call center in regards to grills purchased through Amazon. Traeger, 100%, will honor the warranty for the grill purchased by [redacted].  I...

have updated his account to reflect this as well. This is in regards to his Bronze Tailgater 20 with the serial number ending 000158. The grill was purchased on 5/21/16 and normally would expire 3 years from that date. Due to the issue he had, will honor it from the date of registration 12/8/16. So, it will be out of warranty as of12/8/19.

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.

Case #: [redacted] The customer did receive the give card through email. It has been partially redeemed. We apologize for any inconvenience. Date Type Order No. Amount 7/25/1610:24:36 pm Purchased 00057748 $150.00 9/23/169:49:20 am Redeemed   -$46.15 ...

11/24/1610:39:47 am Redeemed   -$55.07

We apologize for the issues you had with the Timberline 1300 grill while we worked out a few issues we discovered once it was out in the market. Traeger stands behind their product, and we believe as do many customers and dealers that the Timberline 1300 is a great grill. We will do what we need to...

get your grill working properly. With the last update to the controller on 7/28 and the removal of the collar around the fan, the grill is running as advertised. If 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 assist. We appreciate your feedback and concern, but we will not be issuing a recall on a grill that is working great on a very large scale. We have tried calling you and left a message to resolve any issues you might still be having, but haven't heard back as of today. Sorry again for the issues. If you'd like, you can contact us at 844-9WIFIRE, or call Max who left a voicemail for you with his extension.

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 [redacted]...

experience and we definitely want to make it right and get her using her grill again.

We are sorry to hear you are unhappy with your Traeger Grill. We definitely want you with a working grill so you can enjoy the wood fired difference like so many others are doing. Unfortunately we have been unable to get in contact with you to discuss options. One of our supervisors called on...

2/21/18. The first two times she called, there was an answer followed by an abrupt hang up. The third time she called she was able to leave a message. In the message would have been a direct number to contact her back. Please do so ASAP so we can get you taken care of.

I understand your frustration and I've reached out to our dealer service team to reach out to that dealer. This 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 refund. The dealer purchases from us and then resells. The 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 well. I will reiterate, we will replace whatever needed to get your grill working properly as outlined in our 3-year warranty. The dealer's address is [redacted] and phone number is ###-###-####.

We apologize for the problems you are having with the grill. Our records indicate you were receiving an ERR error on your controller, which tells us the RTD probe needs to be replaced. WE have sent a replacement to it. We have also left a message but haven't heard back.

We apologize for any issues you've had with your grill. It looks on 3/8 we sent out a new grill and hope that everything is working out well.

Complaint: [redacted]
I am rejecting this response because: Tragers customer service and their Director has got to be the worst that I have ever seen. As you see in their response the arguing instead of making the customer happy especially after the way my wife and I were treated because we are Hispanic. I could have made a lot of money for Traeger by promoting their product to all my friends and social media. Im this case Traeger chose not to satisfy the customer after a horrible experience. I hope the public  ans CEO of Traeger will see this and know Trager is not a professional company. My families outfitting Business Will never buy their product. Thank you!!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: On three other occasion I have been told that the auger is going to ship in two days. Along with a tracking number to be e-mailed. Every time I call back I get the same song and dance that it was delivered to a post office in WA just latter to find out it never shipped. Appears to be a lack of integrity at this companies service center. So until I have the product in hand, with a fair compensation this issue will not be closed. 
Sincerely,
[redacted]

Thanks for reaching out to us. Your refunds were processed back on 9/7 and should have been received back into your account by now. If you need further assistance please call us.

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.