Complaints

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:03/31/2025

  Type:Sales and Advertising 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 signed up for CO2 and nitrogen service through NuCO2 about seven years ago in 2018. In the fine print in the contract, it locks you in so you can't cancel for NINE YEARS. I asked them about it on the day I signed up and was told not to worry about it and they'd let me out if I had to make a change. If that isn't bad enough, they raise my prices indiscriminately every year and I have absolutely no recourse. They now are charging me over $400 a month for CO2. I am a small restaurant in rural **. I do not need this service any longer and they will not let me cancel without paying thousands of dollars. It's a racket and completely dishonest. I can't trash this company enough. It's next to impossible to get in touch with anyone either. The customer service is nonexistent.

  Business Response

  Date: 04/01/2025

  Good afternoon,

  Your complaint and account information has been provided to management for review. They will reach out to you about this. 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23137790
  
  I am rejecting this response because no response was ever issued.  No one has made any effort to contact me.  I will not give this up until this is rectified.  
  
  Sincerely,
  
  *** ***********

  Business Response

  Date: 04/17/2025

  Good morning,

  We have attempted to reach you and have left messages. We will also email you in attempt to rectify this.

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  We have been a NuCO2 customer since June 2022, receiving CO2 services for our two restaurant locations. However, one has since closed, and this complaint concerns our Oceanside location.For nearly two years, our monthly invoices ranged from $250 to $350. Recently, charges increased significantly. Despite multiple calls, we were told there were no issues. A delivery driver later informed us that the hose was incorrect and submitted a service ticket. Shortly after, we received a $200 charge.Overbilling began when an external port was installed, allowing refills at the drivers discretion without prior communication or approval. Though I called four times to limit deliveries to once per month, they continued. After noticing weekly charges instead of monthly, I removed autopay to prevent further overbilling.On January 27, I canceled our account due to our February 5 closure. Yet, on February 3, a NuCO2 truck attempted another refill. Our employee informed the driver of the cancellation, and he left after saying, "Oh, okay, I'm just doing my route."We appreciate NuCO2s service and want to resolve this fairly. We are happy to pay for CO2 we received, but the invoice of $3,269.48 is incorrect. Please review our account and provide an adjusted statement.Thank you for your time. We look forward to your response.The ****** Family ****** ***** Restaurant Oceanside

  Business Response

  Date: 02/12/2025

  Good morning,

  The amount provided is the total due for multiple unpaid open invoices. These charges are valid. In December, an offer was extended to research further into your delivery issue, but you declined and stated you would contact BBB.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22928235
  
  I am rejecting this response because: I did not decline service to come and check my tank for a second time, I said You allready checked it, said there was no problem, I declined paying another $200 for the service visit.If you check you phone records,I called and asked to cancel my service in Dec 2024, you said it was a noncancel contract.I don't even have a contract with you. After that call you continued to come every week to put CO2, and after I canceled in January,you sent the driver to provide CO2 6 days before your *** was suppose to take the equiptment. We are out of Business, ***** ****** has passed, i will offer you $900,and send it to you, before the corporation is dissolved.  Or I will have to ask professional advice on this matter. Regards, The ****** Family
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/17/2025

  Good afternoon,

  Our system notes that your contract terms were discussed in October of 2024. In December of 2024 we discussed the service as you stated. It's noted that when you declined having a service done, you then stated that you would create a BBB Complaint instead.

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  NUCO2 is/was our CO2 supplier at our restaurant, (The Fish Joint)On 2/3/25 our CO2 Tank was empty. We contacted NUCO2 directly as well as our Account Representative and were informed that they would resolve the issue by end of business on 2/3/25.2/4/25 and still no CO2. We again reached out to our Account Representative and the NUCO2 office to try and get information as when to expect our Delivery. There were unable to provide an exact time but again assured us that someone would be out to our Location by end of business on 2/4/25.2/5/25 and still no CO2. The thought of not being able to provide our Guests with beverages to enjoy with their meals for a 3rd straight day was unacceptable to us.We contacted another CO2 supplier (Broward ******) and they were onsite within the hour to get us back up and **********'s been a week, and we had yet to hear from anyone at NUCO2, so we placed a call to them asking them to come and pick up their Tank as they were not holding up their end of the agreement. (Supplying us with CO2)We were informed that they would be billing us out until the end of our Agreement, of the year 2031. I'm baffled as to the absurdity of attempting to hold someone to an agreement that they themselves did not adhere to. In speaking with ****** **********, their "Customer Retention Manager" as to why we wanted to discontinue service, I explained to him that it wasn't fair to ask us to stand around waiting for someone to "maybe" come by with CO2, we were forced to find another supplier. I suggested in the future, if they were having issues with logistics to maybe have a Representative get to the location in need of Service with a Temporary CO2 Tank. His answer: "Why didn't you do that yourself?" Wow. Kinda left me speechless but explained why they work with 8+ year agreements to hold accounts hostage rather than provide service.

  Business Response

  Date: 02/17/2025

  Good afternoon,

  Per our records, we were out to provide CO2 on the 5th. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22927950
  
  I am rejecting this response because:

  All they did was acknowledge what we said in our original Statement: that after leaving us without CO2 on the 3rd and 4th and not knowing whether or not we would be receiving service on the 5th, we reached out to another provider to assist us. So they sent out a delivery on the 5th after we had already been supplied with CO2 on an emergency delivery from the other provider.
  
  Sincerely,
  
  ***** On Behalf Of The Fish Joint

  Business Response

  Date: 02/21/2025

  Good afternoon,

  Per your original complaint,  It's been a week, and we had yet to hear from anyone at NUCO2, so we placed a call to them asking them to come and pick up their Tank as they were not holding up their end of the agreement. (Supplying us with CO2) . But as previously stated we were out to your location within days of your request. It had not been a week between request and fill.
  In conclusion, your agreement is valid and terms are in effect. 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22927950
  
  I am rejecting this response because:

  We were informed on both Monday and Tuesday (Feb 3rd and Feb 4th) that we would be receiving service by end of the day, yet nobody showed up with CO2 for us to run our ****************** As a result, not wanting to take the chance another day would go by with no service, we called another company who was onsite within the hour to get us up and running with a small 30lb Tank until they could get a truck out. (The same was suggested to me by a NUCO2 representative when I asked how come 1 of their **** couldn't have done the same. The response: Why didn't you go pick up a tank yourself?)

  Bottom Line: NUCO2 was our supplier and we were left without service for 2 days. That didn't have to happen. If someone had been proactive and responded as the other company had, we would not be where we are. There hasn't been any effort to retain us as a customer by anyone at **********************, The only thing they have done is inform us we would be billed out until 2031. Just not the way to do business. Take some accountability. 

  
  Sincerely,
  
  ***** On Behalf Of The Fish Joint

• Initial Complaint

  Date:02/07/2025

  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.

  This company was training to steal your money, so they refuse to provide us a service 3 months ago, I call the first time they said they can't send nobody cuz them just when, after 5 days I call them back, I ask when we are getting the delivery they said they will not send nobody until they was sure there is no leak, I say ok can you send someone to check if there a leak, they said they're don't do that, I ask what I can do,? 5 days for a restaurant with out co2 is to much they refuse again and they told me if I want to cancel my service I say well if not getting any service from you guys yes I guess go ahead and do it, so lady reap few time that my account was cancel, in not gonna get anything from them so I'm just call another company and know after 3 months they was told that they never cancel my account, even we won't receive any delivery from them This is the response that I get from them, when I talk to them by phone that yes this women told that she going to cancel your account but she doesn't have the power to do that, I explain thane why I have to pay the consequences for the customer service mistake, ***** said well is nothing what I can do, you can cancel with me right know and pay early cancellation fees or cancel the other company and continue paying us As shared during our call, She send me this later an e email : NuCO2 did not cancel the account. According to the notes, you requested the representative to request cancellation of the delivery request that was pending and cancellation of the account due to a concern you had with the delivery. The representative did not cancel the account, she did cancel the then pending delivery request, and she entered a case for the cancellation team to follow up on. Your account has been open and active during this time.Please help us, this is not about money I was reading there reviews and they done those things to all them customers please help They was trying to Charge me about $6,000

  Business Response

  Date: 02/12/2025

  Good morning,

  It is noted that we extended an offer to reinstate the service and assist with the issues that you had experienced, but you declined the offer. Due to you cancelling the contract before the end of your term, you were assessed a fee. 

  Thank you ,

  NuCO2

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22846672
  
  I am rejecting this response because: they cancel our contract first,They never came to refill the tank or fix the leak, I being forced  to contact another company.  After 3 months I found out that there still payment's coming out of the bank account, so I call them, and this lady ***** said that the ****** who cancel my contract doesn't have the power to do it, the only option that she give us is either restore the service or cancel with her and pay early cancellation fees , Note, our lease agreement being sign on 2012 

  Our lawyer is already working on the case, so I'm not allowed to get in contact with this company any more so, I have to stop the case with you guys
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/17/2025

  Good afternoon,

  As you have your lawyer working on this issue, this issue will be address during litigation. We cannot move forward with this complaint. 

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:12/16/2024

  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.

  We have a contract with this company to provide beverage co2 for our business. They are supposed to fill our tanks every three months but have not been out in over 7. We are completely out of co2 and cant get their company to fill our tanks. We are unable to serve soda to our customers, and it has been over 1 week that this issue has persisted

  Business Response

  Date: 01/03/2025

  Good morning,

  I was advised that after you stated that you were going to continue service with us, there was another call placed to fully cancel the account. IF you are still wanting to stay with us and receive service ,please call our customer service or email your management contact who emailed you . 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22686739
  
  I am rejecting this response because:

  We were going to continue service with your company when I originally filed the bbb complaint, due to a conversation that I had with your cancellation department. He stated that they would get it fixed, but the issue had still not been resolved 3 days later. At that point we had been without service for 2.5 weeks, had lost 3k in revenue, and had dozens of complaints from customers about not having the products and services that they are used to. 
  Following the cancellation of services we have received a 4100 early termination fee sent to us, which is completely unacceptable. We would have gladly continued with your service had you honored the terms of the contract and simply come and serviced us in a timely manner. 
  

  We want this fee to be removed and we will not seek damages for lost wages and harm to our business
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/08/2025

  Good afternoon,

  The account was cancelled early per your request which is why the fee was assessed. This fee would have been discussed when you spoke with Cancellations. 

  Thank You,

  NuCO2

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22686739
  
  I am rejecting this response because:
  The Account was canceled due to your company not providing the services required in the contract.  Your representative did not discuss cancelation terms, and he did not even return my phone call or email.  Every person i talked to either, Escalated the call or told me they were looking into it, with no one being able to either give me an eta as to when things would be resolved, or if they even if they could be resolved.  This went on for 2 weeks...Your company is to blame for the cancelation, so i will not be paying any cancelation fees.

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

• Initial Complaint

  Date:12/10/2024

  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 am receiving electronic statements pertaining to Crave Hot ********** located at ************************************************. The business has filed chapter 7 bankruptcy and the case has already been closed by the courts with a ruling of a "no asset case". Please stop sending electronic statements to my email. Here is the case # for reference: Our bankruptcy case # is 24-01788-hb Our attorney's phone # is ************ - ****** Law firm This information has already been relayed on several occasions.

  Business Response

  Date: 12/10/2024

  Good afternoon,

  Management has been advised of your complaint and account information. We will work on closing your account as requested.

  Thank you,

  NuCO2

  Customer Answer

  Date: 12/23/2024

   
  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:12/05/2024

  Type:Billing 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 NuCO2 bulk tanks at 2 of my businesses; Maracas Mexican Grill (business info I provided) and **********, ******************************* (Brunch Restaurant)I have several complaints that apply to both businesses:-I don't get regular delivery, I have run out of CO2 at least 3 times since I started working with them, When I call, it takes them at least 24 hrs, if not more, to fill me up, so I can't sell soda which is a loss of revenue for me. And looks bad on us as a ***utable business.-In ********************************** I was charged an emergency delivery charge of $250 for them coming to fill me up after I ran out because they hadn't delivered for 5 months before I ran out. I called to have that removed, they said they would, my automatic payment went through causing me to pay the $250 fee, I called again and the *** I talked to said it will be submitted and I will know in 30 days if I get the money back. **************** *** was not helpful to address my concerns about the timing and could not give me assurance that I would get the money back and not be charged once again.- Then sometime earlier this year, I was charged somewhere in the hundreds (I can't find my invoice and now I don't have access to them online when I did before) for a CO2 MK9 detector that I was not informed about, they installed and charged me and now I pay $40.25 a month per business to have that equipment in my establishment and to have it "monitored"-I pay $34.95 a month for a "service charge" but a lot of months, they don't even come to my businesses, and that is why I run out of CO2. If no one is coming to "service" my businesses, I shouldn't have to pay a charge for it.-**************** also isn't very helpful to give me any clear answers as to when I will get my money back, when I will receive delivery, or who I can talk to, to ensure I get regular delivery like I am supposed to.

  Business Response

  Date: 12/10/2024

  Good afternoon,

  The request for credit that you mentioned has been completed.

  The CO2 monitor is not mentioned in the system as something that you have discussed with us before. If you would like to have it removed please call customer service. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 12/10/2024

  I just received 2 new bills (attached) with now more charges. The first credit shows on the bottom, along with one they gave me over a year ago because they wrongfully charged me when we first opened too, but I don't even know how to use those credits. I have automatic payments (which I cancelled today) and I have still been charged fully without the credit being taken off my past bills. Does not make sense to me.

  For the CO2 monitors, I called when they were first installed and was told that they were required. I am now waiting for a response from health and fire department to see if that is in fact the truth, so I will let you know the response on that shortly. If they are not actually required or if I can get my own installed, I will do that and request all the money back I have had to pay for install and "rental" on this equipment since I was never properly informed before it happened, and I never approved it.

  I am still awaiting a response on how I can be assured that I will be regularly filled like I should be. I am paying the service charge and the equipment lease for the assurance that I will never have to worry about CO2 running out.

  Last, I sent an email to NUCO2 on 12/5/2024 requesting the invoice of when I paid for both installs, one at ******* and one at ***** and I only got a response saying they will respond shortly and still no response. I want those 2 invoices showing when the CO2 monitors were installed and how much I paid for them.

  Business Response

  Date: 12/30/2024

  Good morning,

  For the credits, you would have to call in to advise us where you would want the credit applied.

  
  If you do not want the monitor,then you can request for it to be removed but any violations for not having the monitor will be your responsibility. 

  Thank you,

  NuCO2

  Customer Answer

  Date: 12/31/2024

  I was charged again, which I sent the invoices in already, $250 at ******* and $325 or $350, I dont have it in front of me so I cant remember exactly, and Ive spoken to someone on the phone and they said before the credit is applied k need to prove that there isnt a leak, ***** came out to both locations and found no leaks, so I passed the info on to our *** that is in Santaquin and he said hed let his boss know and then get it taken care of, the invoices are still on my account as needing to be paid and I dont have the credits for them, if the credits are applied I will go in and pay those invoices with the credits. 
  

  we will keep the co2 monitors 

   

  Business Response

  Date: 01/03/2025

  Good morning,

  There were two adjustments on your account. You could speak with the ********************** or Customer Resolution for the amounts .They can advise how to apply and/or where they were applied to . 

   

  Thak you,

  NuCO2

• Initial Complaint

  Date:11/23/2024

  Type:Order 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.

  Opened a small restaurant in a rather remote area found NUCO2 and thought they were reputable & seemed legit. The Salesman was informative came in & evaluated what systems we would need to set up. knowledgeable & made us feel confident in our decision to use the company. I asked specifically about the length of contracts & what happened if we wanted to cancel/ back out of ************ assured us that we could cancel at anytime, no questions asked. This was in June 2023. I was sent an online contract & did sign but apparently did not pay attention to realize that there was somewhere buried in the fine print a 6 year contract!! I WAS NEVER TOLD THIS! I would have never signed had I realized. At the beginning of 2024 our rates increased by ***** a month. We felt this was a bit much but were busy and let it slide. In May 2024 we received a ****** bill for an inspection fee. We called to inquire & we were told that it was a required state inspection fee. We said we did not feel this was a fair charge as we were leasing the tank not owning so felt they should be responsible as part of the upkeep of the tank. They insisted it was our responsibility. We then inquired about canceling the service and were told that we would be responsible for the remaining 6 year lease we didn't know about, owing *******. If we were closing our restaurant they would pick up no charge or if we were just discontinuing the system they would charge 1000. We contacted our state regarding the inspection fee as we never saw any inspection and the tank was not marked as inspected. They asked if we had received the certificate of inspection from the company that is required by state law to be posted inside the ************* never did & they are in violation of this as well as not setting the tank up securely as required by state law. We have discontinued use of the tank and it needs to be picked up. This company needs investigating as it seems this is common practice for them. So Sad...

  Business Response

  Date: 12/05/2024

  Good afternoon,

  Per our system, we will be removing our equipment. But as you stated in your complaint, you received an online contract that you signed and returned. As such the contract and cancellation fee is valid.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22596590
  
  I am rejecting this response because:

  I do not feel I should be held responsible for a contract that I clearly was misled into with terms I was totally unaware of.  When I called to cancel the service I was told I was responsible for the term of the contract that somehow went from my understanding of cancel anytime to 6 years and that I would have to pay 3200 for the remaining 5 years on the contract. I keep very good records and for some reason, while I had all communication, billing etc. did not have a copy of the original contract. They sent me a copy of the contract which was docu signed apparently by me. I am not even sure that is the copy I signed as I am very sure I would not have signed a contract with a 6 year agreement.  I questioned them as to what would happen if we sold the business and they said that would ****** the contract and I would not have to pay anything and that if we were discontinuing use of the system and no longer needed CO2, we would only have to pay 1000. The wishy-washy practices of the company are bogus.
  Four months into our Contract we were billed an additional 250.00  that they said was for a state tank inspection fee. We never saw any inspection occur and when we contacted the state agency in charge of this type of inspection they asked if we had received a certificate of inspection that by state law is supposed to be displayed on premise for this style tank.  We never received this and it was the companys responsibility to send this to us as they would have received it from the state had the tank been inspected.  They (the state) asked for pictures of the tank and they stated it was incorrectly installed as it was not fixed to the wall and protected with blocking against possible collision. I could go *** should have done more research into the company as now, I see from all the similar if not identical complaints, this company has a history and reputation for such practices. I want the tank removed and I absolutely refuse to pay this company one more cent. I will be contacting my lawyer to discuss litigation and my state attorney general to file a formal complaint and I would very much like to speak with others who have been similarly screwed. 
  
  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/30/2024

  Good morning,

  BBB Complaint cannot be processed at this time as you stated that you will be seeking legal action. Your complaint will be discussed during the judicial process.

   

  Thank you,

  NuCO2

   

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  We have service at 3 Subway locations and we were mandated to have a carbon detector system put into our store so NUCO2 did this and we are billed yearly for an inspection. In 2023 when we were billed the employees all said nobody came in and some of my stores I had bad video and couldn't go back far enough to check. So this year I get billed for 2 locations so far and the price $210 for inspection account ****** and account ****** each $210 and I watched surveillance and we have cameras pointed in the direction of the system and not a person came and looked at the tank to inspect the system. When I called customer service the lady basically argued with me saying they were at the location and have a signature. My employees are use to signing for them because there is a pipe they connect on the outside to fill the system up. I asked the **************** agent wouldn't an inspection being charged mean they need to look at the system tank and everything and she refused to answer and so I asked for a manager and she said she would give my number but it was at the managers discretion if they called me back. WOW is this how 7 year customers are treated. Being falsely billed for service that was not complete and saying I can't talk to a manager. Big issues at this company besides 30 mins to even speak with someone. I need credit for the false inspections and I think they should credit last years since they did the same thing. I am sure if they did the same thing to my 3 locations they have done the same to other locations in ***. I want a manager or department head to call me ************ cause this is serious.

  Business Response

  Date: 12/05/2024

  Good afternoon,

  Your Account information and complaint have been forwarded to management for review. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22560707
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  They told me that they would contact me weeks ago and still have not.

   

  Business Response

  Date: 01/03/2025

  Good morning,

  Someone should be reaching out to you regarding your complaint.

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22560707
  
  I am rejecting this response because:
  

  They said the same thing last month and been over 3 weeks and nobody ever reached out.

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

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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 several concerns regarding my experience with this company. First, I spoke to the sales *** twice, and he never sent an email with the pricing details. He also never mentioned that this was a 9-year contract. When the technician came to perform the installation, I was in a rush and signed a paper that I thought was related to the installation. To my surprise, I later realized that I had signed a 9-year contract. Second, the sales *** oversold us 2 nitrogen tanks for the draft system, claiming they were necessary, but the draft company informed us that they were completely unnecessary. I contacted customer service to arrange for the pickup of one of the tanks, and it has been over a month without any action from them. Ive followed up via email and phone, but still nothing. In the meantime, we are paying a monthly fee for a tank that we dont need. Third, I requested service for our restaurant through their new online site, but it didnt work. When I called the following week to check the status, there was no record of my request. I then requested the service over the phone, and it has been over a week without an estimated time of arrival (ETA) for a standard service. The only way to get an ETA is by upgrading the account and paying $250 for expedited service, which feels like a trick to force customers to pay for something they dont need. Fourth, in August, they installed a damaged tank during the initial service, which was empty in less than a week. They came to ***lace it, but since then, Ive been waiting for a credit on our account. They keep telling me that its still pending. I have followed up via email and phone but have had no luck. Honestly, this company seems to take advantage of small businesses like ours to make money. Its frustrating how they insist on charging us extra to receive service for equipment we already pay a monthly fee. The most concerning part is signing a 9-year contract without any proper written or verbal explanation.

  Business Response

  Date: 12/05/2024

  Good afternoon,

  Management has been made aware of the complaint and your request to cancel. They will reach out in regards to your request.

   

  Thank you ,

  NuCO2