ComplaintsforTraeger Pellet Grills, LLC

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Traeger sold me a lemon Silverton 810. It has nothing but constant problems and they continue to force me into repair and will not take care of me

  Business response

  04/11/2024

  Hey *****,

  Thanks for reaching out. We took the time to review your account and interactions with our customer service team.
  
  In reviewing the cook data for April 7th, we can see that the grill was turned off before the shutdown was complete.
  As a result of an unfinished shutdown cycle, embers or flames may travel back up the auger in search of airflow or fuel, which could result in a fire in the ******.
  
  In this case, it was not a manufacturing defect or a malfunction in the part. Rather, it was a matter of user error. Even though this is not covered by the warranty, we are happy to get a video stream with you "Loupe" and provide you with the parts you might need free of cost. We want to make sure you have a functioning Traeger, and it's important to us to get you up and going.

  Feel free to call our customer service center and we can assist you in figuring out what parts are needed! 
  
  Thanks,
  
  Traeger Team

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ***************************. I got a traeger grill from the Home and Garden show here in ***********, ** on 2/25/2024. I told the representative at the show that I was military and he told me to call the ***** number and they would be able to give me my military discount. So I called the ***** on 2/26/2024 at 10:07 this morning and they told me that I would not be getting my discount. If they are telling us to call and when we do they are telling us no.

  Business response

  02/26/2024

  *****,

  Thanks for taking the time to contact us and express your concerns about the order your placed in our special events.
  
  In general, we do not stack promotions or offers, and that includes military discounts. It's either you accept one or the other. 

  It seems you were given a bundle deal offer and would love to ensure that offer was honored and appropriately discounted.

  As far as retroactively correcting the order is concerned, this would not be possible due to the fact that a discount/offer was integrated into the order.

  
  See more on our website about military discounts at Discounts & Promotions Traeger Support.

  
  Our apologies if there has been any misinformation on the topic and we are working internally to remedy the situation at the source as soon as possible. 
  
  Thanks,
  
  Traeger Team 
  

   

  Customer response

  02/26/2024

   
  Complaint: 21347453
  
  I am rejecting this response because:
  
  if yall cant honor the military discount that your representative say, then you can go ahead and cancel my whole order. and if yalls company do not support military personnel, Ill make sure Ill put it on social media and go to every base here in *********** and tell them not to buy from your company.
  Sincerely,
  
  ***************************

  Business response

  02/26/2024

  *****,

   

  Our company offers military, first responder, teacher and more for discounts. However, these are not stackable and are not combinable with any other offers. Our promotions and discounts page on our website offers more information on specifics, including the Military exchange and how ID.me works. 
  
  In looking at your order, you were given a bundle offer and your order was significantly discounted at time of purchase. 
  
  Thanks,
  
  
  Traeger Team 
  
  
  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased the traeger timberline xl. We have had nothing but issues with the grill. We have called tech support every time we attempt to use the grill. We send videos and waste hours on phone with no resolution. They have sent numerous parts for us to replace and videos of instruction. None of the videos match the parts so we are forced to call back and go through more hours of tech support. We have spent hours rebuilding a brand new grill to which traeger has never offered any compensation or once followed up to see if we had gotten any satisfaction. The grill seems has no control over temperature. The set temperature is never safely achieved. This is a $4000 grill. Ut does not perform anywhere near it advertised abilities. Our file is full of calls to the tech support department. They sent a collection letter because we stopped payment. We do NOT deserve for our credit to be damaged due to their inability to make the situation right.

  Business response

  02/20/2024

  Hey ***,

  
  I appreciate you reaching out to us. After your recent warranty replacement, I have taken the time to review your account and cook data. 

  To clarify, we sent out the *** which is every part of your grill to ensure we resolve any errors or problems with your Traeger. Your grill is now performing to our standards following the replacement of the HA. 
  
  As part of our commitment to our warranty, we have ensured that you have a functioning grill.  Please be aware that, in regard to the collections bill, we are not able or liable to release you from your payment obligations that were made when you purchased Timberline XL.
  

  Thanks,

  Traeger Team 

   

  Customer response

  02/20/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  the new ****** assembly has been installed by  me just like all the other parts that we have received.      After countless hours of replacing parts, the grill will not turn off by the control nor will it control the temperature.   The last supervisor, Chy, that I spoke to agreed that the temp was in fact not being controlled properly and the service we were receiving was less than acceptable.    Upon that supervisor team meeting, I was informed that this new ****** assembly has not been updated to be compatible with the timberline xl grill.     They said it would take 2 days for update.       We are waiting for additional instruction.     I have spent more hours on the phone with Traeger than I have been able to use this grill.     It is a fire hazard at best        Never once has anyone contacted me to ask if the problem has been resolved or what could be done to satisfy me as the customer.    Not once      
  
  Sincerely,
  
  ***********************

  Business response

  02/21/2024

  Hi *******,
  
  Thanks for reaching out with your concerns.
  
  Please note that there appear to be a few discrepancies in the information provided by you and our call center representatives.

  The firmware you're on IS the latest and is the performance is the exact same as the .21 version one of our techs offered to you. I would like to clarify that there is no difference between a new grill and a grill with a new ****** burner assembly and an updated firmware for the controller. This will not give you a better or different experience.

  What we consider as a malfunction or as a temperature error is when the temperature drops or has spikes and the grill is unable to correct itself. A spike or dip during a cook is normal as long as it corrects itself and the average is almost spot on to the temperature desired. This is demonstrated in your cook data before and after the ****** burner replacement.
  
  It is also important to keep in mind that pellet dispensing is not a precise process and can vary from time to time. However, the average temperature will provide the best results.
  
  Thanks for your cooperation as we coach this internally. We encourage the use of your Traeger as it is functioning as designed.
  
  Thanks,
  
  Traeger Team 

  Customer response

  02/22/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:   Even after the new ****** assembly was installed we could not get the grill to shut off with the controller.   We made several attempts.   The grill was set as 360 and was at 465.   Neither of these instances are acceptable operations for a $4000 grill.   The grill is a fire hazard.    It does not properly control the temperature.   If we are not constantly monitoring it, it will go to a high temp warning.    Absolutely nothing can be cooked on the grates of this grill.   If anything drops on the tray, there is a fire.   I mean anything.    This grill is unsafe.!!!
  
  Sincerely,
  
  ***********************

  Business response

  02/22/2024

  Hey ***, 
  
  We are listening to your concerns and want to work with you to sort out what is bothering you.

  There is a discrepancy between what you describe and the cook data. It has been observed that the temperatures are consistent with what you set them to, and we do not have any record or reflection in data that your grill has spontaneous fires or high heat events. 
  
  In order for us to collect the data and authenticate your experiences, we advise you to use the grill as usual and on Wi-Fi. 
  So far, the diagnostics do not point to an issue in parts. 
  
  Thanks,

   

  Traeger Team 

  
  

  Customer response

  02/24/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  The last date of use was 2/18/24     The temperature was set at 360 degrees .    It went to 270 and stayed there for over 10 minutes.    After it finally started to increase, the temp went to 460.   All while set at 360.    After this, we were unable to turn the grill off with the controller.   We made several attempts and the grill would NOT turn off.    Thats what initiated the last troubleshooting call to Traeger.    After getting a supervisor on the phone, they also saw the trouble with the temp inconsistency.    Thats when we were told that the new ****** assembly needed an update so that it knew what grill it was trying to control.   Fast forward to now,  its apparent that everyone has been told to tell us that nothing is wrong with the grill.   We have talked with many supervisors and have always been told there is something wrong with the grill.      We have always been more than willing to pay for this grill.   We have to have a grill that is safe to use.   This one is not.   This is not the case and needs prompt attention from Traeger.  
  
  Sincerely,
  
  ***********************

  Business response

  02/26/2024

  Hey ***,

   

  We have the cook data from 2/18 and have analyzed the cook data information.
  
  When set to 175F for 9 minutes, the grill was in the igniting + pre-heating phase and also had the lid open for 4 minutes while it was increasing in temp. 
  
  When set to 375F for 16 minutes, the grill maintained at 368F despite 14 lid openings. This includes the spike you're referencing to, where the grill went to 475F and immediately corrected itself within 4 minutes. The grill then maintained within 4 degrees for over 40 minutes.
  
  The grill was put into shut down cycle at 117 minutes. We recommend leaving the lid closed during the process to ensure it's done efficiently. The lid was opened 10 times during this process which elongates the time it takes to shut down.

  The grill is working per our standards and to our requirements. There is no part defect or issue with the Traeger. We understand the learning curve of using a Traeger and encourage use to get accustomed. 
  
  Thanks,
  
  Traeger Team

  Customer response

  02/27/2024

   
  Complaint: 21311779
  
  I am rejecting this response because:

  First, the information you are stating in INCORRECT once again.    We did not open the lid that many times.   EVER   In fact, that makes NO sense at all to open the lid 10 times during a shut down cycle.    Another reason we cannot trust the operation of this grill.   The info is ALL incorrect.    The seal is ruined from the initial fire before ****** replacement.   We are still waiting on the new one that was supposedly sent.   The grill would NOT turn off using the control.   Had to be shut down using the app.   Ifs time that someone from ******* make the effort to call us to make  good with ALL the issues.   Going back and forth here does nothing but further damage your reputation of horrible customer service.   

  
  
  Sincerely,
  
  ***********************

  Business response

  02/28/2024

  *******,

   

  It seems we are at an impasse on a resolution.

  From the data we have and continue to review, your grill is operating per our standards.

  We have honored the warranty of the product that goes unpaid for, and is currently in collections.
  

  Best,
  
  Traeger

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Traeger grill and it failed the 1st time using it. Was sent 2 different on two separate occasions and did the repair work. Neither part fixes the issue and Traeger refuses to replace the grill, insisting that I receive and install a 3rd part.

  Business response

  02/05/2024

  Hey ******, 
  
  Thanks for reaching out about your experience with us.

  When reviewing your account, we saw the last and only part sent was when you originally reported the issue in July.
  
  Our warranty covers part defects when they occur, we can troubleshoot the grill with you and work out what issue you're experiencing.
  
  Feel free to call our customer service team at **************************.

  We are open 6AM to 10PM MST.

   

  Thanks,

  Traeger Team

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Timberline XL about a year and a half ago. ***** has worked well up until December 2023 when I started to receive error code: **** "Ignitor not found". Followed all of the online troubleshooting steps but to no avail. Called Traeger support on 4 occasions and first received a new Ignitor. I was sent instructions and the item was easy to install but it did not correct the issue....same error code came up: ****. The second time I was sent an "ac Ignitor harness" which also did not work. I was told by the rep that he was 99% sure this would fix it. The ac Ignitor harness has no instructions for replacement and while relatively easy to locate, it is very difficult to install because of its location. I'm now being sent a motherboard which has instructions and appears to be fairly straightforward to install but with no assurance that this will correct the issue. Was told the next step was potentially to install the complete ****** assembly which is the entire electrical assembly. My biggest complaint is the length of time being taken to correct the issue with multiple steps. We were without the grill on Xmas and New Year and we had planned to use it for both. We weren't offered expedited shipping and at no time during this process have we been offered any sort of assurance that it will be fixed, except for the bogus 99% claim, nor have we been offered any reimbursement for my time installing parts. This is a very expensive grill and I would have expected better.

  Business response

  01/12/2024

  *****,

  
  Thanks for reaching out to us about your experience and troubles with your Traeger.

  We have taken the time to overlook your account and interactions with our customer service team.

  We are constantly working towards improving and take these matters to heart. We are sorry if expectations made you feel wary of our troubleshooting or installing parts. We expect our agents to fully troubleshoot and diagnose to pin point issues as they arise and acknowledge sometimes this isn't a perfect process.

  The controller that has been sent to you is the only remaining part that could cause that specific error.
  The next step is also correct, it would need to be all the components of the Traeger to ensure functionality. 

  We understand the investment you've put in with your Traeger. We are hoping you can get up to cooking soon with this latest installment.

  Thanks,
  
  Traeger Team

   

  Customer response

  01/12/2024

   
  Complaint: 21128382
  
  I am rejecting this response because: I am rejecting and leaving the complaint open until the grill is repaired and operational. I have not received the controller and it was not sent with expedited delivery and will not arrive for a week. My original request for resolution was expedited delivery and store credit for inconvenience of grill not operational since prior to Christmas. The latter was not addressed in Traeger's response.
  
  Sincerely,
  
  *********************

  Business response

  01/12/2024

  Hey *****,

   

  Thanks for reaching back out.

  Your warranty allows us to troubleshoot and pin point issues to the best of our ability and provide whatever part is deemed the issue, to ensure a functioning Traeger.

  As for any store credit or reimbursement, we are unable to do so and are focused on ensuring you have working components that is provided to you by your warranty. If you have any questions on our warranty, we have available information and details on our website. 
  

  The latest warranty order of the controller was already shipped, and we are unable to expedite a shipped item. 
  Your tracking for this part is: 1ZR43A060330017471 via UPS.
  
  If you need assistance or instructions for this part beyond what has been provided, we are happy to walk you through it over the phone or use a video tool to assist as well.
  
  Thanks,

  
  Traeger Team 
  

  Customer response

  01/16/2024

   
  Complaint: 21128382
  
  I am rejecting this response because: I have not received the part as of yet and the grill is not operational therefore I am not accepting until it is repaired and operating.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ****** Ironwood 885 for approximately $1400. The grill will not connect to any app. Called approximately 5 different times to customer service to get help. After around 6 hrs. on phone with Traeger in total, grill still will not connect to where I can use the app for cooking. I asked for a refund and to send the grill back and was told no. The refund policy says If you are not satisfied with the grill you can return for an exchange or full refund of purchase price within 45 days. However, they also say later on that it cannot be assembled nor used. This is misleading through by equivocating speech. There is no possible way to determine satisfaction of the product without using said product. It must be used to determine it even works correctly. I am under the 45 days of purchase price and they will not refund or replace the defective product.We have a vision of a new kind of landscape: a Traeger on every porch with a beer can chicken roasting away until crispy on the outside and perfectly juicy on the inside. Good food never made times hard. We stand behind everything we sell, and hope your purchase is the beginning of a lifelong obsession with gathering around the grill. If youre not satisfied, you can return your order for an exchange or full refund of the purchase price within 45 days. For products purchased directly from our authorized dealers, their return policy applies please contact them directly for more information.RETURN POLICY DETAILS We accept returns only on items purchased directly through Traeger Grills via phone, sponsored event, or our website: traegergrills.com. You can return your product(s) up to 45 days from the original date of shipment. All merchandise must be unused, unassembled, and returned in the original packaging. We do not accept returns on pellets, sauces, or rubs. Please include a copy of the original receipt of purchase.Please click here to review return eligibility and initiate a return.A full refund for the price of the merchandise will be automatically applied to your credit or debit card within 10 business days after receiving the returned product. If your original form of payment is no longer active, we will send a check within 30 days. If you took advantage of Traeger EZ-Pay, the payment plan will be cancelled upon receipt of the product and any installment payments will be refunded. Return shipping is the responsibility of the customer. Original and return shipping costs are non-refundable. All items must be postmarked within 45 days from the original date of shipment.No refunds will be given on merchandise returned after 45 days of the original date of shipment.If you require assistance, please give our *************************** a call at **************************** ***************) to set up your return. They are available 7 days a week from 6:00 AM to 10:00 PM Mountain Time. This return policy applies only to products purchased directly from Traeger Grills via phone, sponsored event, or website. If you made your purchase through an authorized Traeger Dealer, please contact the dealer directly for information regarding their return policy.

  Business response

  01/02/2024

  ******,

   

  Thanks for reaching out to us about your concerns and overall experience.
  
  After reviewing your account and call interactions, we are having somebody from our team reach out to you to ensure we are doing everything possible to get you connected. 

  Please expect a call within the next ***** hours.

  Thanks,
  
  Traeger Team

  Customer response

  01/17/2024

  I just want them to take it back *** refund my money at this point. I do not want to be a traeger customer any longer after this.

  Business response

  01/17/2024

  Hey ******,
  
  Seems like we got ahold of you and worked some things through.

   

  Let us know if you have any further questions,

  
  Traeger Team 

  Customer response

  01/17/2024

   
  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.
  Traeger stepped up to the player and is actively working to resolve the issue. 
  Sincerely,
  
  *****************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On my initial setup of my Ironwood XL grill I received the error code "**** - Igniter Not Found". After hours of troubleshooting on the phone with Traeger, they said that I needed a new igniter. That came two weeks later and did not work. When we began the troubleshooting process, I specifically explained to them that I needed the smoker operational for Thanksgiving because I bought hundreds of dollars of meat. Now it's a few days before Thanksgiving and I have to wait for another part, the motherboard. Not only is this an extremely complex piece to change, there is no guarantee that changing the motherboard will fix the problem. There also is no guarantee that this will arrive prior to Thanksgiving. The company does not offer any type of in-home installation nor do they accept replacements / exchanges / refunds. All in all, we've paid close to $2700 for Traeger parts and I've yet to use my grill. I've never had such a frustrating experience with a consumer product before and I cannot believe how useless their customer service has been. Items of this high of a price need support, wherever they are sold. It also can't take weeks and weeks for replacement parts to come in, with no guarantee that it will actually work.I can provide all case numbers, dates and times of calls, and receipts. This is a known problem and it is all over BBB, grill forums, and the ratings for the products.

  Business response

  11/21/2023

  Hey ******,
  
  We are sorry to hear about your experience with your new Ironwood XL.

  
  When reviewing your account, we double checked with our engineering team and have confirmed the motherboard is next best step for you. We asked for your mother board to be expedited to you. The replacement process shouldn't be ****** complicated and our customer service team is ready to assist you through it, if the video is not sufficient.
  
  We appreciate you for bringing this situation to light and are hoping your IWXL gets up and going asap.

  
  Thanks,

  
  Traeger Team 

   

  Customer response

  11/22/2023

   
  Complaint: 20897990
  
  I am rejecting this response to keep this case open. Traeger has sent me parts in the past, promising that it would fix the problem, and it didn't. I agree that Traeger expedited the motherboard and am appreciative of that. 

  I will install the motherboard and will be willing to negotiate closing the case once I have thoroughly tested the grill. 

  For my troubles I am asking for a partial refund for my purchases. I have spent over $2,500 on the grill and accessories, and I still have not been able to use the grill. Based on other vendors, I believe a 15% refund is fair especially considering the high cost of the grill. I would kindly ask you to consider this given the amount of time I have spent trying to troubleshoot on my own, the time I have spent troubleshooting with Traeger support, the frustration I have experienced, and the fact that I have not yet been able to use this grill. 

  
  Sincerely,
  
  *****************************

  Business response

  11/22/2023

  Hey ******,

   

  We checked and saw your part was delivered today.  Please let us know if we can be of any assistance with that installation.
  
  We are sorry that you've had issues with your Traeger from the start, while uncommon it can happen.
  
  I'd be happy to send a $300 Traeger.com gift card to your email for your experience and your patience.
  
  Let us know if this is something you'd be interested in.
  
  Traeger Team 

  Customer response

  11/27/2023

   
  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. My email address is ************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2023 bought a treager pellet grill for my husband for Father’s Day from Family Center in Harrisonville Mo. The grill has never heated up to the appropriate temperature, I called customer services and went through all the troubleshooting with a person on a video call. It would not work they had me take it to Feldman’s in Blue Springs Mo for repair. 6 weeks later it had still not been repaired. I called and complained to Feldmans and treager. Magically the next day I got a call that it was repaired and ready to pick up. We picked it up on a Wednesday the very next Sunday attempted to grill steaks and the grill would not heat past 340 and then declined down to the 200s. That was the problem the first time. They are refusing to take the grill back and issue a refund on a grill that has literally never worked correctly since the day it was purchased. This is completely unacceptable.

  Business response

  11/20/2023

  Hey *****,

   

  We are sorry to hear about your experience with your Traeger. 
  
  It seems like after running diagnostics on your Pro 34, that the grill is running as designed and the service dealer concluded there was no manufacturer defect or part issue.

  We recommend using a closed lid startup, and setting the grill directly to temperature to allow the grill to retain the best heat possible. 
  
  

  The grill cook with indirect heat, and the heat maintained in the grill can be lost when the lid is open. As a recap, the grill should at least meet 425 degrees. Losing temperature or having temperature drops is common when you open the lid.

  
  We are happy to offer you troubleshooting or assistance via your warranty. We are not the original source of the transaction, nor does your warranty include a refund for your purchase.

  Thanks for reaching out,

  Traeger Team 

   

   

  Customer response

  11/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  we have had everything done you requested, we use the closed lid method, your grill won’t get to 340 let alone 425 with the lid closed the entire time.  I’m an educated person who can follow directions.  Your troubleshooting has never worked, you sold me a faulty grill and I’m completely baffled as to why you won’t stand behind your so called name.  So thank you for taking our hard earned money and leaving us with a $700 piece of junk.  It clearly means nothing to you but know that product will never be in any of my family or friends homes.  And for the record the service man at feldmans says he works on your grills all the time and he wouldn’t waste his money on one.  Word will get around.
  
  Sincerely,
  
  ***** ******

  Business response

  11/20/2023

  Hey *****,
  
  Thanks for bringing attention to your experience.
  
  We are sorry your Pro 34 isn't living up to your expectations.

  If you still have issues getting up to temperature, we are happy to troubleshoot and diagnose any possible part defect with you on the phone, this includes start ups, tips and tricks.

  If a part defect is conclusive we can also send the part under your warranty and assist you with installing that part over the phone or using our video platform.
  
  Your experience matters to us and we appreciate you for highlighting yours with Feldmans.
  
  Thanks,

  Traeger Team 

  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased grill in late May of this year. ***** stopped working in September of this year. Contacted Traeger on several occasions for replacement or refund and have not been able to receive a resolution

  Business response

  11/17/2023

  Hi *******,
  
  Thanks for reaching out.

  
  We took the time to go over your account and find a resolution.
  
  With your Traeger you have a 3 year self service part warranty should a manufacturer defect arise.

  It looks like our customer service team went and located a service dealer to assist you with any repairs needed on your Traeger and this offer was denied. Since we are not the source of the original transaction, we cannot assist you with a refund and neither can local dealers who offer assistance.

  Should you want to claim this offer, it'll be on your account.

   

  Thanks,

  Traeger Team 

  Customer response

  11/17/2023

   
  Complaint: 20882859
  
  I am rejecting this response because:

  The grill is defective and needs to be replaced. If they cant replace then I would like a refund.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a Traeger Ironwood 885 that has been experiencing failure to start and also sporadic shutdown issues for over a year. We've called Traeger customer service multiple times and also replaced the temp sensor. The last call we made to Traeger the custmer service rep recommended we disconnect the WiFi and to operate the grill without that. They promised they would escalate the matter and I would be receiving a return call from Traeger to further provide a resolution....that was over two months ago with no response from Traeger. We recently attempted to restart the Grill and it attempted to fire up but both times the circuit board shut down and turned itself off without even generating a flame in the fire pot. Traeger has refused to own up to a defective device and instead has now failed to address their duty to warranty a product to keep it free from defects. I draw your attention to another complaint filed earlier with the BBB this year by another party which states: "Trager 650 ironwood grille began having issues of shutting sown and not restarting on our about July 1 2022 . I have contacted Trager support on multiple occasions and the problem has been diagnosed as several parts issues. the control panel/ fire rod / temperature sensor and pellet sensor have all been replaced. The fire pot and rod have been replaced twice. On all occasions only the parts and links to video's for the replacement of the parts were provided. A request for a technician to repair the grille had been requested but not sent by the manufacture. The Grille is still experiencing issues and the warranty will expire on June 14th 2023. After several hours on the phone with Traeger the case # ******** was referred to the escalation team . I have requested a replacement of the Grille or a repair along with an extended warranty." There is obviously a trend in defects with the Ironwood series that Traeger refuses to address.

  Business response

  10/10/2023

  Hey ******,

  
  Thanks for reaching out and letting us know more about your experience.

  We reviewed the interactions and agree this has been an ordeal for you.

  This is uncommon and are hoping todays call with our team has corrected this experience going forward. We are sure that the parts sent resolve your issue so you can use your Traeger without issue.
  
  If you need any assistance in replacing parts, we are happy to walk you through that process as well.
  
  Thanks,

   

  Traeger Team 

   

  Customer response

  10/23/2023

  I spoke to Traeger **************** Manager, Kody, who was able to diagnose the problem and committed to send me out new parts.  The parts were received in 5 days, and upon replacement, the Traeger grill is back up and running with no issues or defects.  Traeger was responsive and this matter was resolved satisfactorily.

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