Business Profile

Barbecue

Traeger Pellet Grills, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

90 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/06/2024
Type:Product 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 purchased 2 Meater Blocks one in January and one in April of 2023. I have spoken to Traeger at purchase, later, and again this week about the fact the probes lose connection to the block on the counter feet away, the block to the wifi, and has essentially remained useless despite 800 spent and months of patience. I've been told they had a diff model coming and am unwilling to spend any more money after almost $1,000 spent is more than sufficient and Traeger offering a 20% discount is a slap in the face after having no solution at this point. I'm simply looking to confirm *********************** is who I need to send legal correspondence to for products, legal fees, and additional expenses should this need to go to claims court as none of what Traeger has explained has been truthful not to mention being told by Traeger when they have a Amazon store front that my warranty is void even after buying through this medium. At the very least, I would have thought they would stand behind the brand and product, but clearly not. Anything short of a refund or who I need to send correspondence to is acceptable after multiple attempts at reaching out to Traeger and being met with disregard. I'll list the amount paid below but if this goes to court I will ask for additional expense to cover filing costs and time lost from work.
Business Response
Date: 09/10/2024
**************** -
We are sorry to hear you have not had the best experience with your MEATER product. After consulting with the MEATER team, we have confirmed the 2 options for you.
We are happy to look into a replacement for the MEATER block, although some initial troubleshooting would be ideal to ensure the problem does not repeat, assuming it is a connection issue that can be resolved. If you prefer, we can instead provide the 20% coupon we have already offered, for you to use on a different MEATER product.
Your warranty has expired, not because it was purchased through Amazon, but because the receipt was dated in April of 2023 and MEATER offers a one year warranty on its products.
If you would like to take action with one of these two options, give our team a call or chat in. We hope you enjoy your Tuesday.
Traeger Team
Initial Complaint
Date:08/25/2024
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 am reaching out to you as I am at my wit's end with your company support team and the malfunction of my still under warranty Ironwood XL pellet grill I purchased in January 2022.Tuesday August 6th I p***ped a very large amount of food. I ignited the grill and waited for it to warm up. I received a slow ignition warning. After a while the grill seemed to recover and I put the food on. Big mistake as the grill started to ****** black smoke that covered my food and ruined it. I tried another test fire and the grill was excessively smoking but gaining no temperature.I went to the Traeger support page and got on the chat to get some help. I told the chat agent that my grill seems to be have an ignition problem and relayed the scenario above. The immediate ***ly was "Let's not jump to conclusions". (***** ticket #********). This was not very professional. The chat disconnected even after I ***eatedly asked if the *** was there.Then I called in (Bryam #********). After about an hour ***** told me my grill was working fine. I was baffled as I told him it had just ruined my food and was not working fine.I filled out survey voicing my displeasure and received a telling me I needed to clean vents in the grill and she was "confident' it would solve my problem. It didn't. I was still getting slow ignition warnings and a new issue. The pellet ****** was absolutely inundated with smoke.After taking a few days off from the issue I got on the chat (Calyssa ticket# ********). I went through another hour plus of trouble shooting. The grill wasn't smoking from the ****** anymore but it still was smoking too heavily and not gaining temperature. At this point ******* to say it's definitely the pellets causing the issue. That seemed odd to me as the pellets weren't overly moist and decent pellets. So from there I purchased Traeger pellets. The grill did get to temp but it took an extremely long amount of time.Now the grill is billowing smoke from ****** again.
Business Response
Date: 08/27/2024
Hello **************** -
We appreciate you bringing this to our attention. After reviewing your most recent contacts as well as the cook information from your most recent cooks. we can confirm that your grill is not showing clear evidence of part failure. We are always more than happy to ensure all parts are functioning correctly, and your grill is in the best working order. I am happy to set up a time for us to go over your grill and ensure it is all functioning properly.
Please reach out to our team at 1-800-TRAEGER, your case has been notated with necessary next steps, I would also be happy to reach out at a time that works best for you.
Have a great day,
Traeger Team
Customer Answer
Date: 08/27/2024

Complaint: 22193395

I am rejecting this response because:

Please reach out to me by phone ************ or email ***************** to set up a time

Sincerely,

*********************
Business Response
Date: 08/28/2024
Hello,
I tried to give you a call a few times earlier today. The phone seems to ring once and terminates the call. I will try to reach out again tomorrow. Feel free to reach out to the team at 1-800-TRAEGER for assistance, I have clearly notated your account with next steps needed.
I hope you are having a great day.
Traeger Team
Initial Complaint
Date:07/15/2024
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.
case # ********. Fire started in grill which created damage to the barrel portion of the grill which is now rusted. I purchased this grill the end of February and maybe used it a handful of times. The pellets got outside of the heat box as I showed. This happened out of the normal use of the grill. Traeger stated I can buy the replacement barrel. I am requesting a replacement piece as that is covered under the warranty.
Business Response
Date: 07/17/2024
Austin -
After verifying your previous case notes and images, we were able to confirm the damage was caused due to a fire which is not covered under our warranty.
We are happy to support you with 40% off the replacement barrel to get you back to grilling, noting that it is only cosmetic and all of your internal parts are working as expected, per your last phone call with our team.
Give our team a call at 1-800-TRAEGER to get this processed.
Happy Wednesday -
Traeger Team
Customer Answer
Date: 07/17/2024

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.

Sincerely,

***********************
Initial Complaint
Date:07/09/2024
Type:Product 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 purchased a ****** Grill and have used it maybe 6 times, this was the 2nd grill they sent due to a board failing initially on the first grill. This time the auger is no longer running and I've asked to have them replace the grill or send someone to replace the motor and they're not responding or offering resolution. It's a $2k grill that should run more than 6 times. I'd like a repair or my money back.
Business Response
Date: 07/08/2024
This complaint is not for us. We are NOT TRAEGER GRILL. It's a different spelling. We do not sell TRAEGER GRILLS. This is NOT our fight. Please check your records.
Business Response
Date: 07/10/2024
Hi ****** -
Per our earlier phone call, I have gotten you set up with a service dealer to get you back to grilling as soon as possible.
Let us know if you need anything else.
Have a great day.
Traeger Team
Initial Complaint
Date:06/20/2024
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 bought this smoker about 3 years ago and have only used it a handful of times due to it always having a mechanical issue. One time they sent me the part, it took me awhile to replace, I did and it worked. Now, I purchased another piece, the power brick chord. It took me awhile again to replace due to not having the time, I attempted yesterday and the screws are cheap on the back of the ****** and stripped. Needless to say I am sick of wasting my time and energy on a product that keeps giving me issues and I cannot use. I attempted to speak to a CSR named **** via Live Chat. He was useless. Kept giving me canned responses to my questions, didnt read what I wrote and never attempted to help. I either want this smoker fixed by ******* or a replacement or just return my money and I will send the piece of junk back. I spent a lot of money on a smoker I cant use and rarely used due to it not working. I dont want to keep wasting time that I dont have to fix a smoker that shouldnt have given me issues to begin with. ****** the first few smokes it gave me issues by not working. Its stored away with the cover on it. I should not have these issues. I should have stayed with *****. I want this resolved asap.
Business Response
Date: 06/25/2024
Hello ***** -
Thank you for the feedback regarding the experience with our team. We are sorry to hear you did not have a great experience, I attempted to give you a couple of calls to review your issue but was not able to get ahold of you.
We are still more than happy to assist you in getting your grill back up and running and would love to help review any parts.
Feel free to give our team a call so we can get you back to grilling as soon as possible.
Have a great Tuesday,
********
Customer Answer
Date: 06/26/2024

Complaint: 21876280

I am rejecting this response because:
Once again, the company and employees are not listening to what I am writing/saying is going on about the grill. First off, it hasnt worked for a minimum 50 percent of the time I have owned it and I have only used it less than 10 times. Now, when I am going to fix another issue with it which I had to spend money on, the cheaply made screws have stripped. I feel like I keep talking in circles. Please review what I originally wrote and read my text conversation with your employee and then respond. Absolutely ridiculous customer service. Terrible.

Sincerely,

***********************
Business Response
Date: 06/26/2024
*****,
We do understand that you have not had success with your grill working well since the initial purchase, we reviewed your concerns with the stripped screws as well as the service part you purchased and would love to ensure that you are able to get back to grilling.
Your previous interaction with **** has also been reviewed and actioned to ensure that our customers are having a pleasant experience when reaching out to us for help.
I will be sending you an email shortly. You are also welcome to give our team a call at 1-800-TRAEGER for assistance, as our next steps are notated on your account.
Have a great day.
Traeger Team
Customer Answer
Date: 07/01/2024

Complaint: 21876280

I am rejecting this response because: I have not received an email as stated from the business. Also, I feel the email being sent will not have a resolution. It seems the "stripped screws" are a major part of their responses, especially with the inital CSR. It is not. It was what pushed me to my boiling point with this smoker and all the issues I have had and not being able to enjoy it. Like I stated, I want a refund of some sort on the grill or a new one delivered and the old one taken with you to inspect and find out why it hasnt worked properly so nobody else has to deal with this BS.

Sincerely,

***********************
Business Response
Date: 07/01/2024
Hi *****,
We have attempted to call you as well as sent emails to try and reach you in order to offer our next steps. We are able to offer you a replacement ****** Assembly which would essentially be a new grill replacement - this part replaces all internal parts to ensure that you have a working grill.
Please give our team a call to get this processed as it is all noted on your account. I will attempt to give you one last call on 07/02 at 10 AM MST.

We look forward to getting you taken care of soon.
Traeger Team
Customer Answer
Date: 07/02/2024

Complaint: 21876280

I am rejecting this response because:
I requested to be contacted via email/text. I cannot talk on the phone during the day. Also, What is a ****** replacement? Im assuming this requires me to waste more of my time in assembly and on attempting to get the screws off the ****** now that are stripped?

Sincerely,

***********************
Business Response
Date: 07/05/2024
*****,
We are happy to offer assistance but have not been able to reach you. We invite you to chat in with our team if you are unable to give us a call. We are open from 6 AM - 10 PM MST. Our email and text is a no reply contact so although we can send a text to you, there is not a way to respond back for us to receive.
Please initiate a chat with our team if you are unable to give us a call so we can support you as quickly as possible and provide you details on how the ****** burner replacement would best support you.
Traeger Team
Customer Answer
Date: 07/08/2024

Complaint: 21876280

I am rejecting this response because: I repeatedly said I cannot (do not have the time) and will NOT call. Please respect my form of communication. This is part of the issue. Your company does NOT listen to the customer and sends canned responses like this one...again. Let me be clear....ALL FORMS OF COMMUNICATION NEED TO BE THROUGH EMAIL.

Sincerely,

***********************
Business Response
Date: 07/10/2024
***** -
I attempted to send you an email from an address that should allow you to respond. It will say something like 'docs required' - I will keep that open for a few days, please respond there so we can assist you quickly.
Traeger Team
Customer Answer
Date: 07/11/2024

Complaint: 21876280

I am rejecting this response because:

I responded why in the email sent to me.

Sincerely,

***********************
Business Response
Date: 07/12/2024
***** -
We have not received a response from you. We sent you another email.
Have a great day.
Traeger Team
Customer Answer
Date: 07/15/2024

Complaint: 21876280

I am rejecting this response because:

I responded to both emails. The issue must be on your end. I can show you my outgoing message box, time stamped.

Sincerely,

***********************
Business Response
Date: 07/16/2024
*****,
We invite you to give us a call to get this taken care of quickly. We want this resolved for you so you can get back to grilling.
I just forwarded you another copy of the last email I sent you, to which I have not received a response.
We look forward to getting this resolved.
Traeger Team
Initial Complaint
Date:05/20/2024
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 have one of the ****** Traeger models TFB88PLD-1909-HL-011350 that I purchased from my local ****** around 4 years ago. I have nothing but issues with this unit as soon as it was expiring from the warranty.Traeger agreed to send out some parts recently which was installed and now I am again with a broken grill and the same issues.The customer service of ****************** is terrible some 30 mins to get a chat, no one on the phone is possible really a ****** emailed Traeger's president and head of customer service and nothing, same email was sent to ******'s president where they are aware of the terrible quality of Traeger's products boom next day a follow-up call from the category buyer wanting more details.If you are considering buying this companies product, choose a different brand with better service and product.
Business Response
Date: 05/21/2024
Hey *******,
We have taken the time to review your account and interactions to ensure that we have resolved this to the best of our abilities.
Your warranty order for the replacement parts was submitted yesterday, and you should receive tracking information in your email.
Should you need any support with installation, feel free to give our team a call at 1-800-TRAEGER.
We are pleased to have resolved this for you.
Traeger Team
Initial Complaint
Date:04/24/2024
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 recently purchased an assembled grill from a local retailer, Traeger Ironwood. Brand New, had it delivered and I got the grill working long enough to get a burn in, but it completely stopped after that. Traeger will deliver a new grill on a pallet to me, I can't put a 200 lb grill together, it's why I purchased an assembled product. This thing has never cooked a meal, and I've spent $1,800 on the grill plus about $200 worth or accessories. Have spent over 8 hours with customer support and they refuse to deliver me an assembled grill. They basically want me to rebuild the one I have or put a new one together.
Business Response
Date: 04/25/2024
Hey ***,

Thanks for reaching out about your experience. It's important to us that you have a Traeger you can rely on.
Locally, there isn't a dealer that can assist you with this issue and we will do our best to ensure we get you through it. We will send you the part free of cost and will walk you through installing the part as needed. When you can troubleshoot, please give our customer service team a call so we can get this going for you.

Thanks,

Traeger Team
Initial Complaint
Date:04/24/2024
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 purchased 2 MEATER Plus Grill probes from Traeger. It is a Traeger product. The probes do not work. I have called the tech support line repeatedly and they tell me they will call back. They call back hours or days later and tell me I need to be near the product. The last time they called back it was so long after I was traveling out of the country. I have emailed the company and contacted the **** *************************. All to no avail.. They will not fix the probes or refund my money. The grill probes are 6 weeks old. I have been trying to resolve this issue since I purchased them.
Business Response
Date: 04/24/2024
******,

We understand why this would be frustrating and we want you to have a working Traeger.

We are reaching out to you later this evening and hope we can get this resolved for you.

Thanks,

Traeger Team
Initial Complaint
Date:04/20/2024
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.
The Wifire app will not connect to my home network. I have spent about 8 hours working with Traegers third party support with no resolution to my the wifire connection issue. This was one of the main reason I bought the grill. I would like a refund and compensation to send the grill back to Traeger. Traeger support ticket ********
Business Response
Date: 04/22/2024
Hey *****,

Thanks for reaching out. It's important to us that we get your Traeger paired and connected onto the app, or try everything possible to ensure functionality. We are having someone from our team reach out and work with you later this afternoon.

Thanks,

Traeger Team
Customer Answer
Date: 04/22/2024

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.
I would like to work with you to resolve the issue. I am not available until Thursday April 25th at 12:00pm EST.

Sincerely,

*************************
Initial Complaint
Date:04/15/2024
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 have a Traeger pellet smoker. I had the smoker set on 225 degrees. The smoker went over 450 degrees and caught the inside on fire. My deck rail almost caught fire. There is damage done to the outside of the smoker that Traeger says that they are not responsible for. If their smoker had not malfunctioned, this would not have happened. Prepared to seek legal counsel if need be.
Business Response
Date: 04/16/2024
Hey ******,
Thanks for reaching out.

We take these concerns seriously and have taken the time to review your account and interactions with our customer service team.
We strive to ensure that you always have a functional Traeger that you can rely on. In reviewing your video footage and the information provided, it appears you experienced a grease fire. This can happen when there is a live flame, and the flame catches on grease or a "hot spot" in which there is a constant build-up of grease. In order to keep the performance of your grill up to par, we recommend that you degrease it as frequently as possible, which means that you should also clean the inside of the barrel, including the side wall that was damaged the most. In doing so, the integrity of the Traeger is ensured, as well as preventing accidents like this from occurring in the future.

The circumstances in question are not a result of a manufacturer defect or a malfunctioning part, but rather are a result of use and inconsistent maintenance. Despite this not being something usually covered under warranty, we have sent parts to aid in the cosmetic damage you experienced and a controller to ensure everything is functioning as designed. However, the best way to prevent this issue is with maintenance and degreasing the grill as best as possible after use.

Thanks,

Traeger Team
Customer Answer
Date: 04/16/2024

Complaint: 21580615

I am rejecting this response because:
What exactly do you think caused the grease to get hot enough to catch fire??? A smoker set at 225 degrees can not cause enough heat for grease to ignite. YOUR GRILL MALFUNCTION CAUSED A FIRE!!!! PERIOD!! END OF STORY!!! Do your grills have a 250 degree +/-??? I am an engineer, please dont treat me stupid.
Sincerely,

***********************
Business Response
Date: 04/16/2024
Hey ******,
The fire was concentrated toward where the grease drains and caught on fire from either the grease and/or the built up "hot spots" that occur from accumulated grease. There isn't evidence that any part malfunctioned or any correlation to a part issue. We hope this clarifies the issue you experienced and encourage use of the Traeger with regular maintenance.
Thanks,

Traeger Team
Customer Answer
Date: 04/17/2024

Complaint: 21580615

I am rejecting this response because: LOL!!! You say nothing malfunctioned. Then why are you sending me a new control panel?????? BECAUSE IT MALFUNCTIONED!!!!!!!! THATS WHY!!!!! MY SMOKER SET AT 225 GOES OVER 475 DEGREES!!!!!! READ THIS VERY SLOWLY!!!!! YOU ADMITTED FAULT AND AGREED TO SEND ME NEW PARTS. AGAIN, IF NOTHING MALFUNCTIONED, WHY ARE YOU SENDING ME NEW PARTS?

Sincerely,

***********************
Customer Answer
Date: 04/17/2024
The grill malfunctioned. They agreed and are sending me replacement parts because the parts failed. As a result of their failed part(s) the grill caught fire. The grill was set to 225. This is nowhere near hot enough to cause a fire. It was because of the malfunction that the grill went well over 450 by itself. I will only be satisfied with a replacement of the charred parts where the paint in all coming off due to the fire from the malfunction.
Business Response
Date: 04/19/2024
Hello,
This is not a manufacturer defect and not applicable under our warranty. As a courtesy we have replaced the parts to ensure the functionality of your Traeger remains.

Our main goal is to ensure that your grill has everything it needs to operate under regular maintenance and care.

Thanks,
Traeger

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Traeger Pellet Grills, LLC is NOT a BBB Accredited Business.