Complaints

This profile includes complaints for Traeger Pellet Grills, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Traeger Pellet Grills, LLC

  1215 E Wilmington Ave Ste 200 Salt Lake Cty, UT 84106-4282

• 

  Traeger Pellet Grills, LLC

  9445 SW Ridder Rd Wilsonville, OR 97070-8892

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get my grill fixed for 4 months now. I'm not sure if I got a lemon or what but the controller board has been changed twice now, the knob once, and i'm still having temperature swings. So much so that so many pellets came out that temperature just kept rising while I was cooking. This caused my food to burn and the food actually caught on fire. Customer service just keeps trying to "troubleshoot" but nothing has actually corrected it. The most recent call got disconnected and the agent never called me back. They don't stand behind their products. This is very disheartening on a grill that was over $1000. I no longer want to use this grill as i'm afraid of it catching fire again. Thats a lot of money down the drain as I have to toss this thing out. I'd like Traeger to take ownership and replace this with a different model as clearly this one isn't cutting it.

  Business Response

  Date: 03/10/2025

  Hi ***** - 

  Thank you for bringing this to our attention. Our team is currently reviewing your interactions and will follow up with you tomorrow via a phone call to discuss how we can best assist you. 

  Have a great Monday. 

  Traeger Team

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The person calling to assist doesn’t leave a direct number unfortunately and has me contact general support. Then I’m told we need to restart all the troubleshooting steps which I’ve done numerous times since opening my case back in December. It’s an endless loop they never gets anything solved. For such an expensive grill you’d think they’d solve problems fast. It’s time for y’all to replace this grill.

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

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Traeger has no respect for their customers or their time. They have no idea what’s wrong with the grill and they keep having me swap out parts. Every time they say It’ll work after that. I’ve now changed knobs, two controllers, and now I’m having to change the hopper and more. Every time I have to change parts this is time out of my day and the issue still happens. I can’t trust this grill to not catch fire so I can’t walk away from it. Which is the point of a Traeger is to set the temp and let it cook without having to hover over it. The agent they had me talk to on the phone had no idea on my case and had to keep putting me on hold. We did another video chat with the grill that served no purpose aside from proving that it wasn’t a grease fire. Which I already told them. I was previously told the hopper was working just fine. Now they want me to spend my time swapping it out. They don’t know what’s wrong with the thing and instead of just replacing it or forget it, give me my money back and I’ll throw the thing away, they said we’ll keep wasting your time swapping parts out while we pray you’ll give up and stop trying to get it fixed. 
  
  
  ***** ********

  Business Response

  Date: 03/24/2025

  Ms. ******** - 

  The part we have processed for you is essentially a grill replacement without the frame of the grill, you will have brand new internals that should provide you with a fully functioning product. If that is not the case, please reach out to us at 1-800-TRAEGER and we will ensure we get you taken care of. 

  Have a great Monday. 

  Traeger Team

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of purchase 1/17/25
  2. $4817.10
  3. This is a purchase of a Timberline XL pellet grill. The grill has never worked. It has never been used and will not even power on. When we called in, we were told it needed new wiring to the control box. My husband has a bad back and cannot do this repair. Traeger needs to make this right and send us a grill that works for the price we paid. It's a defective grill. We were sent a bunch of wires. We are not electricians or work on electronic components and do not know how to rewire a top of the line Traeger grill and shouldn't have to since it's brand new, hasn't even been fired up and is defective.

  Business Response

  Date: 02/25/2025

  Hi ***** - 

  Our team would be happy to ensure you have a working grill. I attempted to give you a call, but was unable to reach you. I did send an email with a link where you can schedule a call to review your concern. 

  We look forward to assisting you. Have a great Tuesday. 

  Traeger Team

  Customer Answer

  Date: 03/03/2025

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

  I have not received an email with a link to talk to you. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/04/2025

  *****, 

  We apologize that you did not receive that link. After reviewing your account, I see you were able to call in to the team and receive a grill replacement, as well as we sent a request to have your current grill picked up. 

  If you need anything else, give the team a call at 1-800-TRAEGER and we would be more than happy to assist. 

  Have a great Tuesday. 

  Traeger Team

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Although I did connect with your customer service team after being on hold for an hour, we have not received the replacement grill yet.  I also have not received an email regarding the pick up of the existing grill.  I don't consider this case closed until everything is resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/07/2025

  ***** - 

  Thank you for letting us know. We see your replacement should get to you today, as well as have requested that we get the original grill picked up as quickly as possible. 

  Let us know if you need anything else. Have a great weekend. 

  Traeger Team

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 weeks ago I purchased a Treagor Pro 34 Grill new.Upon using the grill in the smoke mode it seems to cook briskets on the edges into rock hard rawhide.I checked the paperwork I had on the grill had no manual but after getting a manual from Treagor it fails to explain the smoke mode on the temp control ******** now seems that they are telling people that this smoke mode on the temp panel is for starting the grill not a cook mode.The manual after spending $700 on the grill should have operating instructions After spending $200 on briskets each one was destroyed in the grill due to this smoke mode and now any temp mode causes the temp to vary on its own during use going from ****** degrees, it appears to be a defective temp control panel.After contacting Treagor several times they tell you you dont have a smoke mode on your grill, Im looking right at it and tried using it, Treagor insisted on the fact that its normal and a different one stated its due to seasoning etc After today, I did another run on the grill just testing and trying to confirm the problem, the temp shot up to over 475 degrees on the 180 setting showing that the control panel is defective and Traeger still refuses to replace this $50 part after I have spent $700 on this ******** appears that Treagor is refusing to warranty their defective item they sold

  Business Response

  Date: 01/21/2025

  Mr. ****** - 

  Thank you for the feedback regarding your experience. Our team is happy to ensure you have a working grill - per the last phone call you had with our corporate team, we advised that if the controller was indeed faulty we would be happy to replace it after troubleshooting, and have it to you before the end of the week. You were also offered a resolution in the form of a full refund to ensure that you have a product you enjoy, which you declined to both. 

  If there is anything our team can do to better assist you and ensure you have a fully functioning grill, feel free to reach out at 1-800-TRAEGER or chat in with the team for assistance. 

  Have a great rest of your week. 

  The Traeger Team

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22830397
  
  I am rejecting this response because:
  

  Its obvious that Traeger is making up excuses.

  I keep recorded records of every contract with Traeger recording of all phone calls and printed online contacts etc.

  I have been through this troubleshooting via camera contact while they see the troubleshooting as they walk me through it such as with the yelp setting at 180 shot up to over 400 etc

  I can not stand outside pointing a cell phone camera at the grill while they troubleshoot in the cold, we have done this 2 times and as a 100% disabled vet the cold is a problem for me

  I have not asked for a refund what I asked them for was to replace the part, that I will have to install or

  Refund the price or

  Replace the grill

  I thought or would think Traeger would send the part and I have offered to return the defective part, but all I get is excuses and them making up lies etc

  
  

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

  Business Response

  Date: 01/27/2025

  Mr. ****** -
  
  The team is more than happy to ship you any parts needed to repair the grill, or if needed a full grill replacement, but we do need to confirm the grill is indeed failing before shipment. We know your time is valuable and want to prevent you taking apart the grill and replacing a part that is not failing and essentially will give you the same cook results.
  
  Our team is happy to ensure you have a working grill, please check in with us at 1-800-TRAEGER or chat in for help.
  
  Enjoy your weekend

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22830397
  
  I am rejecting this response because:

  This has been a total waste of my time, after talking with my Attorney and having my Attorney look at this replies on here from Traeger we have decided to proceed with court actions 

  I had to order the needed parts from ****** and after replacing the parts Traeger refused to replace under the warranty I have the grill working now and the defective parts are now being used as evidence against Traeger as proof they refused to honor the warranty on a new grill

  Traeger now owes me the replacement parts cost and labor
  

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

  Business Response

  Date: 01/27/2025

  Mr. ****** - 

  Per our warranty which can be found here, *******************************************************, we do not cover labor charges. Traeger has offered on multiple occasions to ship any parts needed under warranty, which would mean there is no cost applied to you. 

  If there is anything else we can do to assist you, please give the team a call or chat in. Have a great day. 

  Traeger Team

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TRAEGER 570 PRO GRILL does not work. First Traeger grill had problems similar to those described below. After many hour & significant aggravation, Traeger replaced grill. New grill worked for about 2 months. New grill had similar problems of replaced grill-- would not ignite. On 1/3/2024, I spoke with Traeger representative Christopher for about an hour to fix grill. Christopher said grill required auger motor & igniter required replacement, there were no Traeger repair contractors in the area & that I would need to install the replacement parts. I said I'm 82 years old & would be unable to install replacement parts. Supervisor Albert interceded & said that matter had been escalated to Solution Team which would contact me in 48 hours. I said I would accept their call. Albert called & said I had 2 options: Either file a legal complaint or a BBB Complaint in which case the Solution team would be activated or accept the parts & install them. I'm 82 years old & feel that I been taken advantage by Traeger.

  Business Response

  Date: 01/06/2025

  Hi Mr. ******** - 

  Thank you for taking the time to chat with me earlier regarding your concerns. We have shipped the replacement parts to get you back to a working grill, and will keep you updated via email with tracking. 

  If you have any further questions or concerns, give the team a call at 1-800-TRAEGER. 

  Have a great Monday! 

  Traeger Team

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 2 Traeger ikronwood 605 would not connect to wifi. Shut it sown and tried again on Dec 4. Same results. 2.5 hours later of talking to people all over the world with very poor connections there was no help. During an extended time of waiting I tried several things to correct the solution on my own and now I have it back intermittently. Since language barrier and connections were such a problem I asked to speak with some in *****************. I was told NO several times. Worst customer service I have seen in years.

  Business Response

  Date: 12/05/2024

  Mr. ********* - 

  Thank you for the detailed feedback you provided to us on the phone call earlier. We have reviewed your interactions as a team to ensure all feedback is provided and actioned appropriately. 

  We are glad to hear you were able to connect your grill. If there is anything else you need, feel free to reach out to the Traeger team.

  Have a great weekend. 

  Traeger Team

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temperatures are very incorrect. We received a new thermostat in hopes to correct the issue. The unit is defective and Traeger refuses to refund or replace the unit. The unit we bought is complete garbage.

  Business Response

  Date: 11/19/2024

  Mr. ****** - 

  We appreciate you bringing this to our attention. We are unable to find any contacts between you and our support team, we will give you a phone call tomorrow to further discuss how we can assist.

  Feel free to reach out to our team at 1-800-TRAEGER in the mean time for further assistance, have a great Tuesday. 

  Traeger Team

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had nothing but trouble with this grill that is the most expensive grill that Traeger makes. It is the Timberline XL. The wireless temperature probes work intermittently to the point that I bought another brand and do not even attempted to use them. This grill has broken in the middle of cooking a brisket and Traeger replaced the igniter and since then the grill causes the breaker to pop at every use. I called in and they said to clean the grill and it should stop. I completely cleaned the grill including vacuuming the inside. The grill did work flawless one time after that. I used the grill the next time and it again popped the breaker and then maybe 30 mins into the cook the igniter again said it was not detected. I called Traeger and told them i wanted a new grill because this model is known for having issues and that i was done with not being able to trust the grill and that i didnt even care if they replaced it with a lower model. They immediately refused and said they wanted to diagnose it again. I knew from the previous experience that they can see what the grill did through WiFi which they denied at first and then admitted they could see it. They still refused to replace the grill and I told them that I would not take fixing a grill that was not easy to clean as promised, that the wireless probes did not work and that was unreliable and would shut off randomly on a constant bases. I do not have the time to watch and fix this grill constantly and I bought this grill so that i could set it and watch it from the app from other locations. This grill is so unreliable none of that can be done. When I called in for a replacement and they denied it I told them that now I would only take a refund as a suitable resolution. this grill has terrible reviews and they know it has huge issues. They should replace all of them for everyone that spent $3,500 for the grill.

  Business Response

  Date: 11/14/2024

  Mr. **** - 

  Thank you for your feedback, the team has reviewed your case as well as previous interactions to ensure that we can get you back to grilling as quickly as possible. We are not able to support you with a refund as the grill was purchased back in 2022 as well as not directly from Traeger, but can assure you that we will ensure you have a fully functioning grill. 

  Please expect a phone call today from a member of our corporate team to further discuss. 

  Have a great Thursday - 

  Traeger Corporate Team

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22548179
  
  I am rejecting this response because: I spoke with someone yesterday and it sounded like they basically want to send parts to replace everything except the shell of the grill and want me to do the work. She did say she would try to find someone that would do the labor but I have not heard back. Even if everything is replaced inside this grill it still will not work as advertised because it basically has to be cleaned every few cooks or it will shut off mid cook. This occurred even before the igniter started breaking. She also replied here and told me over the phone that they would not refund the $3,500 for the grill that has never operated as advertised and wont work at all now because I did not buy it from Traeger. I want to say I did buy it from traeger through ace hardware. Never the less I have not heard any resolution except for me taking the grill apart and replacing everything and have not heard back in over 24 hours. I would be very disappointed if I had spent $500 on this grill and it operated this poorly and incredibly disappointed that a company would charge $3,500 for a grill that I can not trust to leave for 30 mins because it would shut off and ruin food even when it was brand new. The solutions mentioned and not followed up on and not acceptable. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/18/2024

  Mr. **** - 

  After our phone discussion, we decided on a full grill replacement to ensure that you can get back to cooking without interruptions. That has been processed by our team today.

  Please let us know if there is anything else we can do to best assist you. Have an amazing Monday. 

  Traeger Team

  Customer Answer

  Date: 11/19/2024

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the top of the line Traeger Timberline XL grill. From day one it has struggled to work properly. The main issue seems to stem from the inability for the grill to operate at higher temperatures without eventually experiencing an emergency shutoff every time. I have spent countless hours on the phone and in chats wasting significant time where I have very little. I can't keep doing this. I had a tech over here to replace a part, he replaced it and it still didn't work. Then he replaced the motherboard. Still didn't work. Hours of troubleshooting later, they sent me out a whole new ******. Didn't schedule the service tech. I called back two different times and they finally scheduled a tech. They never called me and Traeger never follows up. Horrible customer service I have given this a good college try to attempt to remedy the situation, but I'm at a breaking point and feel like I'm out of options. I have owned a grill for almost a year and have only used it twice without problems. What a waste. If this grill was a car, it would be considered a lemon. But in this case, the car dealer doesn't care, and mails me a different car part every couple months and says, "try this one." The current box of parts has been on my porch for over a month. PLEASE, PLEASE, HELP. Kindly, ****

  Business Response

  Date: 10/29/2024

  Hello Mr. ***** - 

  Thank you for taking some time to chat with me regarding your feedback, I am glad I was able to help you in getting back to cooking. If there is anything else our team can assist you with please give us a call at 1-800-TRAEGER or chat in with our team. 

  Happy Tuesday!

  Traeger Team

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a grill that broke. Traeger has been of no help. I have spent countless hours trying to repair it and have replaced several parts. I have tried to even pay to get repaired but they dont offer repair in my area.

  Business Response

  Date: 10/01/2024

  Mr. ***** - 

  I have attempted to give you a call earlier today to review your concerns with the grill, I was unable to reach you or leave a voicemail as the mailbox is full. I have taken some time to review the cases on your account and am sorry to hear you are not back to grilling as of yet. 

  Our product warranty is described as a self service warranty, we can not ensure service dealers will be available in your area, but will always do our best to get you the needed parts to get you back to cooking. Our team is happy to ensure your grill is working as expected, please give our team a call at 1-800-TRAEGER or chat in. 

  Happy Tuesday! 

  Traeger Team

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Traeger grill for my mother for her birthday back in ************ from Ace Hardware. From the start, the grill has never been able to get up to temp. *** hardware was contacted and they said I should start by contacting Traeger. Keep in mind, I live in **, my mother lives in *********, and my mother is 66yrs old. While I was visiting ********* I made valiant efforts to get the grill going, spend over three hours on the phone with Traeger and the issue was never resolved. Since then, my mother has contacted them many times and they have given her the run around. I recently contacted them again, only to get the run around again. The grill has never worked. Their last ditch effort was to do yet another video call, and if they can figure out the issue, they will send out parts for repair. They expect my 66 year old mother to do this repair on her own...a grill that has never worked.

  Business Response

  Date: 09/20/2024

  Mr. ******** - 

  As mentioned on our phone call, we are reviewing the interactions you had with the team and will ensure any feedback is given promptly. We do want to ensure that you are back to cooking as quickly as possible, and appreciate your feedback. 

  Have a great weekend. 

  Traeger Corporate Team

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22308443
  
  I am rejecting this response because:
  My original complaint to Traeger was on September 20, 2024, it is now October 2, 2024 and I have yet to hear of any resolution from Traeger.  Initially the ****** team was very communicative regarding finding a resolution, I received multiple phone calls within a few days, they even responded and called me regarding the complaint I submitted to BBB.  Since then however, I've heard nothing but crickets.  I have responded to their emails, only to receive an auto response saying the email address is not monitored.  Traeger is continuously sending me surveys regarding their customer service and support, clearly they're more concerned with optics on their end than finalizing a repair/replacement of a brand new grill that has never worked.  I wish to keep this complaint open until this matter is resolved.  I do believe it's important that future buyers are aware of their faults, additionally I would hope that senior management takes a hard look at their support system, reads the forums and takes the time to support their products better.
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/07/2024

  
  Complaint: 22308443
  
  I am rejecting this response because while there may have been an occasion or two when the grill reached temperature, it generally is not working as it should.  The grill should not take well over an hour to reach 300+ degrees.  The grill should reach 500 degrees without issue, which it doesn't or rarely does.  The grill should not require you to clean out the firebox every time you use it for a short cook.  Lastly, the grill should work without hesitation and reach a nominal cooking temperature of 300+ degrees without worry.  

  While your self-service warranty may be fine for most, it's certainly not for all, especially an older individual.  Also, if you review the phone calls and the text messages, you'll see the tech **** went through the same thing every time and never offered to send replacement parts.  On the first call, they told us the outlet was bad, so we had the outlet replaced. The grill still doesn't work as it should.  Did I mention it rarely connects to their wifi? That is another issue, but I'm less concerned as it doesn't affect cooking. 
  

  I'm asking you to contact Ace Hardware in **********, *********, to assist them in getting the grill up and running. I don't see how that is any different from directly working with the consumer. Ace Hardware would simply replace the parts instead of my mother, who is 66 years old. This wouldn't be a problem if I lived closer to her, as I would handle it myself. I want her to be able to use her $1800 grill, which is currently not functioning as you advertise it should.
  

  Lastly, I encourage you to have someone on your team review forums and ******** groups regarding the newer Traeger grills. You will see many people with the same issue or temperature problems. I do not believe the issue I'm complaining about is a singled-out issue.  You'll also notice a widespread share of people who've received a lack of good customer support.  I believe your ******************** rating also reflects that.
  

  I do not want to fight with people; I do not believe in freebies, but a company should stand behind its products and follow through with customer complaints to ensure the product at issue is working to the advertised standards.  I believe the new products Traeger is putting on the market are not up to the same quality as they were several years ago. When products have continuing issues, as a company, Traeger should want to know about them and understand how to fix them going forward.
  

  I will only close this complaint once the issue is resolved.
  

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

  
  

  Business Response

  Date: 10/08/2024

  ****** - 
  
  We appreciate your continued feedback. As mentioned previously, our self service warranty does not ensure a service dealer will be available. In this case, Ace Hardware in Riverfalls is not one of our registered service dealers, so any arrangements for service would be directly with them. We are more than happy to assist with any questions should they contact us for assistance. 
  
  Because the cook details show an accurate cook and no part failure, we need to troubleshoot the grill in order to ensure the part we will be replacing is going to resolve the concern. We would not replace a part in the grill without verifying it is failing, which is why troubleshooting is needed. 
  
  We are here to assist and get you and your mom back to cooking, please reach out when you are with your grill so we can best assist. 
  
  Happy Tuesday. 
  
  Traeger Team

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22308443
  
  I am rejecting this response because:  Ace Hardware has been kind enough to take care of all issues, present and future so we no longer have to deal with Traeger.  I spoke with the manager of the Ace Hardware and mentioned how poorly he was treated by the customer service **** at ******************.  Because of the poor service he received as a dealer, he went to Traeger Corporate to get assistance.  As of right now they claim the issue is bad pellets.  We had tried five different bags of pellets, if that many bags of pellets were bad, Traeger has more issues to deal with.  The grill will be delivered back to my mother soon and we will try this all over again. If more problems arise, ************ is committed to making the situation "Right" as to stand behind their customers.  I am going to close this complaint, but not on part of satisfaction, simply because I do not want to deal with Traeger anymore.  I can honestly say I will not recommend Traeger to anyone anymore simply due to bad customer service. I believe in the older ****************** products, but I cannot stand behind the newer ones.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/10/2024

  Mr. ******** - 

  Thank you for bringing this to our attention. We have received your email to the Executive Team and will review the contacts, as well as previous responses. We are happy to hear that Ace Hardware was able to support you. 

  We appreciate all of the feedback and will review your interactions and phone calls in detail. 

  Have a great Thursday. 

  Traeger Executive Team