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:01/22/2023

  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 received my Traeger Prarie on 12/25/21, first attempt to use it kept blowing the *** outlet. Called customer support and was walked through a 2 hour diagnosis process to determine the hot rod was faulty. Traeger sent a new hot rod, spent another hour to Install. One year later, 1/20/23 plug the grill into the outlet and its again blowing the ***. I called customer support and requested a tech to come repair the grill or send me a replacement. Traeger refused, and instructed me that my only option is to repair the grill myself with the guidance of a customer service rep on a phone call. I shouldnt have to repair my name brand grill twice in a year. I spoke with a supervisor ******************, he was polite, but refused to send a repair technician nor a replacement grill. It is unreasonable to make the consumer repair a brand new grill twice in a year. I believe i received a lemon or faulty grill and would like a replacement, or a repair. ********************* ************

  Business Response

  Date: 01/23/2023

  Hello,

   

  Thanks for reaching out with your inquiry on your Traeger grill.

   

  At this time, all our Traeger Grills have a self service warranty for the parts we provide- it does not guarantee service. Looking into your area, there is not any local technicians or service members that can come out and service your Traeger. 

   

  We would be happy to have someone shoot you a call and diagnose your Traeger, then send you a part if necessary. We want you to have the best experience possible and strive to do so.

   

  Thanks,

   

  Traeger Team

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18878210
  
  I am rejecting this response because:Ive already diagnosed my grill the first time, this is the same issue happening again. I believe it is a faulty product. What is your solution if I were incapable(blind, elderly, or no cell phone)? Surely you have other means to correct this problem. According to your website, there is a platinum dealer in ******** **, only about an hour from my house. This is a common complaint Ive seen online, Im not the only one experiencing this issue.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/23/2023

  Hello,

  Thanks for your quick response.

  A platinum dealer does not mean they service, make house calls or troubleshoot Traegers. On our website Traeger.com/dealers you can locate dealers in your zip code. Platinum dealers mean these stores have access to a variety of product, new releases or a larger quantity of product. 

  Local dealers that do offer servicing will have "Service Dealer" in the description.  This means there is techs that were trained by Traeger to diagnose and/or replace parts as needed with grills under warranty. The stores are then allowed to choose to service in store which is most common, or make house calls within their chosen mile range. Our self service warranty doesn't guarantee this service, as its availability is variable and not a given. 

  In the rare instance a part failure occurs, we strive to make troubleshooting as easy and straightforward as can be. Your Prairie should've given you the Traeger experience from the start, for that reason we are opting to replace with the next available model that is comparable and similar in design, the Pro 22.

  Should you choose the replacement, please note that the warranty remains the same. In the unlikely occurrence that something goes awry within your warranty period, the self service warranty would be offered where a tech helps you diagnose the issue and/or replaces any manufacturer defect at no cost. Should an issue arise where you are out of warranty and a part would need to be replaced, at that time the part could be purchasable over the phone.

  If you'd like to opt in for this, feel free to respond and let us know.

   

  
  Traeger Team 

   

   

   

  Customer Answer

  Date: 01/24/2023

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

   

  My address is ************************************************* 48854

• Initial Complaint

  Date:01/21/2023

  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.

  I declare lemon on my pro780 traeger grill I have had 3 controllers replaced, still have a broken leg, and the paint on the barrel is peeling. Traeger **************** has done nothing but bandaids to solve the problem. Instead of accepting that the grill might have a problem. I was promised a replacement lid, and that we will continue to solve the problem. The grill went out of warranty during that process and problem still not solved.

  Business Response

  Date: 01/23/2023

  Hello,

   

  We are happy to assist with your inquiry. We have reviewed all your interactions and claims with your Traeger account. 

   

  We are eager to see the data from your Wifire 780 Controller, this would correlate or clarify the issues you're reporting. If you could provide the **** of your current controller inside of your 780. It would be in your Menu> Settings> About Grill. The one we have on file is sorely outdated and it doesn't seem to be connected. 

   

  At this time you are out of warranty and it seems that there is many factors that *** not be factory defects that  could be contributing to your experience. Luckily, we are still able to troubleshoot and pin point the issue if you allow it. 

   

  Thanks for reaching out,

   

  Traeger Team

• Initial Complaint

  Date:12/05/2022

  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 my Timberline XL in late June 2022 and took possession on it right before July 4th weekend. After seasoning and getting it set up, the temperature on the initial cook kept fluctuating between very low and very high temps and finally shut down. I did the initial troubleshoot with the support team and couldn't get it back up and running. Later they wanting me to do additional trouble shooting by opening it up and going through the connections. I was uncomfortable with opening it up as this was the 1st cook and I spent over 4k for the grill. I insisted on getting a tech onsite and after some pushback they said they could get someone out in a few weeks. Tech arrived in mid July and after a couple hours of trouble shooting determined it was most likely the motherboard and worked with the reseller I purchased through to get a replacement sent out. Replacement was delivered July 27th. The new grill worked good until mid october and then the temperature would again cycle then shut down. After trouble shooting again, then determined it was the igniter. A new part (6 days delivery). Installed the part, worked for the 1st part of the 1st cook and then shut down 3/4 thru it. tech support wanted to troubleshoot again but I was frustrated and escalated. No help from escalation except saying it was a sofware issue most likely and to contact Tech again. Another long troble shooting and determined the ****** needed to be replaced and sent a new one (7 days). Watched the video, removed the old ****** and started to install the new one but it came in damaged. Tech determined a new one needed to be sent (another 7 days), and still waiting, est. delivery 12/9 or 12/10. Very disappointed in this purchase as I had and outdoor kitchen built around this grill, side install for induction oven too. At this point I am ready to cut ties but a refund supposedly not happening. Of the 5 + months I have had the grills, I have had a working grill for less than 2.

  Business Response

  Date: 12/06/2022

  Hey *****!

  Thanks for reaching out, it's important to us that you have a great experience with your Traeger and with our support team.

   

  We always want you to be happy with your Traeger and it seems we missed the mark. 
  
  We have reviewed interactions and the process you've gone through and we are hoping to learn and improve from this internally.

   

  We are looking forward to the new HBA getting delivered to you, and should you have any questions on installation or anything feel free to shoot our team a call. 

   

  Thanks for being a part of the Traegerhood and delivering this feedback,

   

  Traeger Team

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18527843
  
  I am rejecting this response because:  It is just the same response I get anytime I call into *******.  Doesn't address the 3 out of 5 months I have had my grill that I have been unable to use it.  Or the time spent troubleshooting and fixing and waiting for parts and sending parts back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/09/2022

  *****,

   

   

  Thanks for reaching back out, I understand your concern and that you want a functioning Traeger. We are eager to get you up and running as well.

   

  We are hoping to see this HBA delivered today, and should you have any concerns on installation- let us know.

   

  Traeger Team

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18527843
  
  I am rejecting this response because:  My concern is this is the 2nd time (3rd if you count the igniter) I have waited 7 days for a part to get my $4,000 ******** and running.  And once I get it,  I get to spend more time installing it and probably more time with tech support making sure I get the connections correct.  Then I get to rebox up the 2 hoppers I have and get them sent back to you.  I'm not sure how you would expect an elderly person to crawl under their grill to install the igniter or lift these hoppers to install?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/12/2022

  Hello,

   

  We have decided on a different course of action for your TLXL, we will shoot you a call and hopefully get things resolved!

   

   

  Thanks,

  Traeger Team

• Initial Complaint

  Date:11/09/2022

  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 a ******* pro 575 grill in September for $899.95 plus tax. During the first few uses, the grill would ignite, then stop working. Unplugged grill and tried again and again, grill would not ignite AT ALL. When I open the grill lid the temp drops drastically. I reached out to Traeger several times and did the MANY problem solving steps required. (Which requires me to go into the electric panel and check wires) Grill still faulting out, contacted Traeger, was told to do MORE problem solving!!! This grill is only a month old and should have NO DEFECTS! Traeger refuses to replace my grill or offer me a refund. If this grill was a year old, I would understand, but this unit is 1 month old and barely used. One of the SEVERAL agents I spoke with reviewed all the faults the grill had made, so they can clearly see there is a problem with this grill!!

  Business Response

  Date: 11/09/2022

  Hey *****!

   

  Thanks for reaching out.

  
  We take these inquiries very seriously. We have taken the time to overview your account and interactions with our Traeger Techs. 

  We always want you to be happy with your Traeger!

  Your self service warranty covers the diagnosis and replacement of the part that is concluded to be a defect. 

  Our team has sent you the controller for your Pro 575, and are looking forward to seeing that part installed so you can get back to Traegering!

  
  If you need any assistance or tips on how to install the part, our team is ready to help you from 6AM MST to 10PM MST, 365 days a year!

   

  Thanks,

   

  Traeger Team

• Initial Complaint

  Date:10/27/2022

  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 bought a Timberline XL with accessories for about 5k in June 2022. Immediately the grill started malfunctioning. After about 4 months of troubleshooting and call ******* every week they finally sent me a new grill. The new grill wont connect so I cant use it. I called ******* and started the troubleshooting **************** again. They wanted me to open an access panel on the side of the grill for more troubleshooting. I tried but the s**** was stripped out. They wont send a repair person or a new grill. They want me to by tool to extract the bolt and continue to troubleshoot. I paid 5k for this product. Consumers should not have to spend money to fix expensive products they cant use. *** lost a lot of money with my new catering business because the first grill kept malfunctioning during my cooks. Ive had to cancel events including a big one this weekend. I just want a grill that works. Please help. I have two Treagers taking up space in my yard that dont work. The 1st one is still here because they never picked it up as promised.

  Business Response

  Date: 10/31/2022

  Hello!

   

  Thanks for reaching out. We take these inquiries seriously and always want you to have the best experience with your Traeger.

  
  We are looking into your case and will have someone from our team reaching out within ***** hours.

   

  Thanks,

   

  Traeger Team 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: Im rejecting this because Ive been in touch with them for 4 months. When they contact me theyll want me to start the troubleshooting process over again with a new tech. I e already done it countless times. I just want it fixed. I dont want to be on the phone with the for 3 hours every night for the next four months. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  ******,

   

  Thanks for reaching out, we are investigating to see what we can do for the pairing issues you're experiencing.

   

  We take these matters very seriously and hope to make contact with you soon on an appropriate solution. 
  
  
  Thanks,
  
  
  Traeger Team 
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: I spoke to ******* 1 November. They were supposed to call me back after placing the order for the new grill. I didnt get a call back so I called and the order was never placed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/04/2022

  Hello ******!

  Thanks for your patience while we work this through for you.

   

  We are doing everything on our end to ensure there is no issue with the grill functionality on the backend. It might be a network issue and we are working on deducing what the culprit could be with our digital team.

   

  This may take a few days, and we appreciate your cooperation. We don't believe a grill replacement would solve or repair the issue if its a network problem.

   

  Thank and we will update as soon as we can,

   

  Traeger Team

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18325278
  
  I am rejecting this response because: On 3 November when I spoke to ******* I was promised that a grill would be ordered and built locally to ensure it was functional for delivery. Without contacting me to let me know that wasnt happening they decide to change the plan. Now they promise to call me again in 3 days after they contact a local repair man. The same guys has been coming to fix both the broken grills they have sent me for four months. ******* never calls when they say they will, and when I call its always a different story. All I want is what I paid for an excellent grill with excellent service. So far Ive received two broken grill and false promises from the company about fixing it. Im now in month 5 of dealing with this. This is not right. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2022

  Hello ******!

  
  We are having someone reach out to touch base and clarify the best route forward for you.
  
  
  Rest assured we are working on this for you!

   

  Thanks,

   

  Traeger Team 

• Initial Complaint

  Date:10/21/2022

  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 contacted Traeger’s customer care (ha) on 10/1/2022 regarding getting a replacement handle as the bolt on the existing snapped off inside the handle and cannot be taken out to replace the bolt. The rep looked at pictures of this and stated he would be sending a new handle kit to resolve the problem. Twenty days later I still cannot use my grill as this has not been received. I contacted Traeger several times since 10/1 and given a line of lies and excuses from: order not processed can take 72 hours (hello it has been 21 days) to it was lost in transit (another lie as I have informed delivery with usps, UPS, and FedEx so anytime a label is created to our address we are notified). Ups notified me today 10/21/2022 that a label was FINALLY created by Traeger!
  
  My wife and I have owned several Traeger grills since 2011. A few registered under her name. But this will be the last after what we just experienced! Matter of fact we have been researching other pellet grills that are a good match to Traeger that is how serious we are. Traeger’s so called “excellent customer care” dropped the ball multiple times and LIED to us!

  Business Response

  Date: 10/21/2022

  Hello! 
  
  Your experience matters to us, we always want you to have a great time and experience with your Traeger and our team.

   

  We are having someone from our team reach out and gather your experience, and hopefully put things in the right direction.
  
  
  We look forward to working with you,

   

  Traeger Team 

  Customer Answer

  Date: 10/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:it is a generic response and offers no information on this complaint
  
  
  
  Sincerely,
  
  ***** *****
  

  Business Response

  Date: 10/24/2022

  *****,

   

  Thanks for reaching back out.

   

  We take these matters seriously and are often looking at opportunities for us to improve and provide better experiences in the future.

   

  We have emailed you a updated tracking # where you can track your part, and will attempt once more at making contact to get your feedback.

   

  Thanks for being a part of the Traegerhood,

   

  Traeger Team

• Initial Complaint

  Date:10/14/2022

  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.

  In late August, I received a Traeger gift certificate as a birthday present from friends. I have tried -- unsuccessfully -- to redeem it since then, no matter how many times I've tried. The main problem results from what several Traeger CSR's have told me: that I am only allowed to redeem a gift certificate online, not by phone. I don't mind using the website to order. However, one of the items I want to buy is only available by phone, not on the website. And, per above, they refuse to let me use my gift certificate to order the item by phone. This is totally unfair, and honestly, seems like it might be illegal in **********, given what I've heard about state laws about gift certificates issued to consumers. Can you help me either get Traeger to: (a) let me buy the item I want by phone using my gift certificate; or (b) simply send me a check for the value of the gift certificate ($100)? Thanks and please let me know if you need additional information here.

  Business Response

  Date: 10/17/2022

  Hey ****!

  
  We are looking into your issue and want to get this resolved for you asap.

   

  We are hoping to give you a call with a solution within ***** hours.

   

   

  Thanks in advance,

   

  Traeger Team 

• Initial Complaint

  Date:10/06/2022

  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 a Traeger TimberlineXL ($3800) 7/23/22. The Traeger never worked correctly out of the box. They sent me a few parts to fix the issue. Once I replaced said parts, I discovered that I would need a new wire harness. I tried ordering this part twice and recieved the wrong part. I called Traeger and my case went to the *********************** Now they wont return my phone calls, emails, and online chat support. Case number ********

  Business Response

  Date: 10/06/2022

  Hey ****!

  
  Thanks for reaching out.

   

  We take these matters very seriously.

   

  I have confirmed we have sent the part needed personally out of our HQ office.

   

  This will resolve your issue, please note that if you have any questions for installation our call centers are here for you 6AM to 10PM MST.
  
  

  Thanks,

  
  Traeger Team 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18176387
  
  I am rejecting this response because:
  Traeger sent the wrong part again. No new part ordered.
  Sincerely,
  
  *****************

  Business Response

  Date: 10/12/2022

  Hello ****!

   

  Thanks for reaching out.

   

  It looks like we have the correct part on it's way. Here is the tracking # via UPS.

   

  1Z1666549092265336
  
  
  
  Thanks for reaching out.

   

  Traeger Team 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18176387
  
  I am rejecting this response because: Just send me a replacement Traeger Timberline XL ************************************ 59044
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/13/2022

  Hey ****!

   

  Thanks for reaching back out.

  
  We want you to have the best experience with your Traeger. 

  
  At this time our warranty covers part defects and the replacement parts as the issue warrants.

   

  We would love to ensure your grill is up and running and appreciate your patience as we navigate this with you.

   

  Thanks for being a part of the Traegerhood,

   

  Traeger Team 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18176387
  
  I am rejecting this response because: "We want you to have the best experience with your Traeger." This has not been the best 3 month Traeger experience. I have been a huge supporter of Traeger for many years not anymore.
  
  

  "At this time our warranty covers part defects and the replacement parts as the issue warrants." I don't agree with this! You should provide service techs in all regions. Maybe this would have saved many hours of me being on the phone with Traeger reps answering the same questions over and over.
  
  

  "We would love to ensure your grill is up and running and appreciate your patience as we navigate this with you." I ran out of patience after you sent the wrong part for the 3rd time. Someone ensured me 100% that the right parts where sent but nope here I am waiting, wasting time when I could be smoking some meat. A simple apology isn't good enough. Sending the wrong parts time and time again isn't good enough.
  
  Regretfully,
  
  *****************

• Initial Complaint

  Date:10/04/2022

  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.

  After one month and countless phone calls to Traeger we have been unsuccessful in getting a warranty part for our grill. They offer nothing more than "it's on the way - call us in 3 days if you do not have tracking information by then". Over and over we call. Supervisors (*******) who said on 10/3 we would have working tracking information in 24 hours. Call back and ******* does not, AGAIN, have tracking information. She refuses to pass me through to anyone in the position to resolve the issue. She only says her manager will have to call me back, something which she says will happen within one hour. In short, the advertise a warranty but offer ZERO ability to utilize the warranty then their product fails. Laughable. Based on the number of complaints and reviews here, in the hundreds, it seems systemic and fraud-like. Wish we had known before shelling out all this cash for a grill.

  Business Response

  Date: 10/05/2022

  Hello ******* & ****, 

   

  Thanks for reaching out to us, we take these issues seriously.

  
  We want you to be happy with your Traeger.

   

  Your new controller will be arriving tomorrow by 7:00 P.M, I have emailed you directly the tracking number so you can see where it is real time. 

   

  Thanks for being a part of our Traeger family!

  
  Traeger Team