Mike N.
Traeger Grill - catches fire (fully engulfed) and Customer Service Does Nothing
9/6/2020 @ 5:30pm I started the Traeger via the smoke mode. As normal, after the smoke engaged I turned the temp to 450 degrees and closed the lid (preparing to cook steaks). A few minutes later I went to check the temp and noticed it displayed a temp in the 500's which I have never seen before. I quickly opened the lid and flames were fully engulfing the unit and rapidly increasing. Flames were at approximately 7' high just under the patio cover so my wife called 911. I then grabbed a towel to hold the side handle and pulled the Traeger out from under the patio and began dousing it with water from the garden hose. Fire dept arrived and checked the patio cover structure for any problems and determined we were "very lucky the house did not catch fire.". 9/7/2020 Called Traeger (1-800-TRAEGER) and spoke to David. Recapped yesterday’s incident and he said to email a description and include supporting pictures. I sent the email and pictures to Traeger. 9/8/2020 @8:45am Called Traeger and spoke to Charlise. I asked if she had received my email and she said yes, looking at it now. She then said she would review with her supervisor and put me on hold for 18 minutes. Charlene then came back to the phone and said “since you are past the 3 year warranty there was nothing she could do for me.” I then asked to speak directly to the supervisor. She put me on hold for another 10 minutes. After 10 minutes Charlise came back and put her supervisor (Nathaniel) on the line and she dropped. I asked Nathaniel if he has reviewed the pictures and supporting documentation and he confirmed he had. He said “those pictures are scarey”. I said yes, my house cam very close to catching fire. Nathaniel then went on to say there is no coverage due to being past the 3 year warranty. I reiterated the fact that if my house had caught fire we would be having a different conversation. I am just looking for Traeger to back their product and help me get into a replacement Traeger. Nathaniel then said “sorry nothing I can do”. I then said this is a horrible display of customer service and I am very disappointed. Call ended.