If they get wet, they'll burn sooty, they may not even 'look' wet.
I had some get left outside, had some disintegration and burned sooty, but took some of the wet bags and left inside for a few weeks to dry out, burned fine. I always had softwood pellets, what we got out here.
Othertimes, it was a clogged heat exchanger causing draft problems.
Did he fire the appliance to check his work, or just trust his gauges...I'd at be leaving a 'I want my money back' call if not.
Lack of oxygen or excess of moisture (water), will lead to burn problems.
To check if it's the pellets, buy of one bag of every different type you can find locally and try them out one bag at a time...Try a bag of softwood to see the difference. One thing I learned about pellet stoves is they are like a lady...When they're working for you life is great, when they start being testy, well...Nothing you can say or do will fix it, and it's usually the same thing over and over.
If it's burned sooty a few bags, you'll probably have a good bit of stuff blocking your airflow through the heat exchanger, tight clearances make for happy place for soot/ash. And mine had two, didn't clear up till I found the second one and cleaned it.
But my guess is you have a blockage somewhere...
And since pellet stoves are fan operated, I'm not sure how big a difference his 'checking the draft' makes. I have a 1/2 gap between my stovepipe and flue collar, and it still ran fine, maybe too much draft to maintain proper flame...but it's fan operated, so kinda takes a lot of draft issues out the way.
Either pellets or constriction. If flame is dancing moderate/fast, I'd focus on pellets. If flame barely moving I'd say blockage.
They are designed to run with very efficient burn, even so weekly cleaning of box, bi-monthly of heat exchangers isn't over doing it. Sometimes weekly on the exchanger in dead winter, with a clean burn. They are not designed to ever burn dirty, save the minute at startup, so depending on how many bags have burned dirty since the last time you stripped it and cleaned it. EDIT: Just re-read your post, so you must know all the little maintanence stuff after 4-tons.
When I stored some pellets outside with a tarp, they were in the bag stacked on a pallet, but the tarp wasn't elevated like a tent, so the condensate was running down and finding any little hole in bags. Others that got laid on concrete and snowed on without cover fared worse though.
But I was running a Quadrafire P1000--P.O.S.!