ComplaintsforNuco2 Parent Inc

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was recommended to these services from my Coke representative. The nuco2 rep came out & told me my bill would be less than $100 a month based on my estimated usage. He had me sign something on a tablet, which I never received a copy of. They actually were charging me $98 a month plus my usage. Every year they increased the rental price, and only 2 years later the price increased by 50% of my original rental fee. So I am paying approximately $150 a month to rent a tank, and every year they are increasing the rental price, plus my actual usage charge. I am paying between $200-$250 a month. I simply cannot afford this with my small business. I called to cancel my services & was told I had a 9 year contract with them, I was never aware I was under any contract, let alone a 9 year contract. I only have a 3 year lease with my landlord as I was uncertain how well my business would do, why would I commit to any business for 3 times that length. I called & was told in order to cancel it, I would be charged for the remaining term of my contract. They are a scam, and expect me to keep paying them when they keep increasing the price at a ridiculous rate, but tell me I am stuck with them until I buy them out. That is absurd!

  Business response

  04/02/2024

  Good afternoon,

  This information has been provided to management for review.

   

  Thank you ,

  NuCO2

  Customer response

  04/02/2024

   
  Complaint: 21515067
  
  I am rejecting this response because:
  It did not provide a solution to my issue. It only said they would turn it over to management. I look forward to reviewing their solution to my concern. 
  Sincerely,
  
  ***************************

  Business response

  04/11/2024

  Good afternoon,

  Information was provided that you are corresponding with management this week. They will provide you with options going forward.

   

  Thank you,

  NuCO2

  Customer response

  04/12/2024

   
  Complaint: 21515067
  
  I am rejecting this response because:
  The person who reached out did not provide any options. They just repeated what the other person stated. 
  Sincerely,
  
  ***************************

  Business response

  07/12/2024

  Good morning,

  It is noted that our equipment has been removed from the location and your account is closed in our system. Management reached out to you regarding this BBB complaint and noted that as well. 

   

  Thank you,

  NuCO2

   

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using NuCO2 is my CO2 provider for my Brewery for the past 3 1/2 years. Last year I had a meeting sky come in and tell me we needed a CO2 monitor in our cooler. I said OK sounds good. The next day a person came in without them discussing price or install fees with me and installed it without me even knowing. The next month I got the bill and there's a $500 in stuffy and a $60 charge for the rental fee. I looked on Amazon and saw these for $50-150 and since I did not know that they were charging me for the product I called and canceled. I explain to them that they never talk to me about having to pay for this. I assumed it was part of what I was already paying for for renting and thought that they had just missed putting it in at the beginning. After eight months of calling them to get them to come in uninstall it, I finally called at the end of December and told him I need to get it out before the end of the year or I'm canceling my account. At this point they told me they were raising the fees for the following year so I asked them what they would be. They had no idea what their rates were going to be even though they were going to be going up in two days. At this point I told him I wanted to cancel my account because of all the issues I've been having over the past year they told me I would have to talk to a cancellation specialist in order to cancel my account so they transferred me to that department. When that department didn't answer, the original lady came back on the phone and said they would be reaching out to me in the next couple days. That's all never happened and the next thing I know I'm getting a call from collections. I'm not able to log into my account and look at the bills. I can't see if they removed all the extra fees that they've been charging me for the eight months, and now they're threatening court action. I'm leaving some info out because of the characters restraints. I would love to talk to someone over the phone about my issues

  Business response

  03/15/2024

  Good afternoon,

  I have reached out and requested for you to be contacted to discuss your issues.

   

  Thank you,

  NuCO2

  Customer response

  03/26/2024

   
  Complaint: 21432033
  
  I am rejecting this response because:
  No one has reached out to contact me. They also will not return phone calls. This is part of why this situation ended up so bad. 

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

  Business response

  03/28/2024

  Good morning,

  I was advised that the latest attempt to contact you was on March 26,2024. Please confirm.

   

  Thank you for your time,

  NuCO2

  Customer response

  04/03/2024

   
  Complaint: 21432033
  
  I am rejecting this response because:

  I was able to chat with a rep from the company. He still needs to get back with me to confirm that the situation was handled. I am just responding now because I only get 10 days and don't want to forget to do it by Monday. 
  

  If everything is done that we agreed to on the phone call I will be satisfied and happily remove this report, but until this is completely settled, I will not. 
  
  Sincerely,
  
  *******************

  Business response

  04/16/2024

  Good afternoon,

  Management should be reaching out to you regarding your complaint and what could be done to reach a resolution.

   

  Thank you for your time,

  NuCO2

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NuC02 sales rep told me I needed a tank installed before I was done with construction. He said the account would be on hold and I wouldnt be charged.I found out later I have been charged, I told them to pick up the tank, and they wont get it until I pay the balance.This tank has never been set up, and in fact they say they have refilled it. Thats impossible, they dont have access to the area, and its never worked. Why would we need it refilled?*** brought this up with them many many times, they said someone would call, and the did not.I just got an invoice for $4,500 and they continue to charge me and are saying I am going to collections.This is a joke.They just hung up on me when I wanted to talk to someone, and I cant seem to remedy this. I have spent countless hrs and its becoming a bigger issue.Theres plenty more to tell, but this is the summary.Also I am a customer of theirs. I have another business where I pay for my tank to be filled.I do know how they work, I was lied to, I still use them at my other business.They need to take the non working tank away, and they wont and I keep get charged.Lastly no I will not pay anything, when I wasnt supposed to until it is set up.They keep telling me to pay balance and then they will get the tank. That is not happening thats totally strong arming then still charging me.

  Business response

  02/27/2024

  Good morning **************,

   

  Coud you please provide the address of your establishment or your NuCO2 Account number so that this can be researched by management?

   

  Thank you,

   

  NuCO2

  Customer response

  02/28/2024

   
  Complaint: 21348712

   

  Hey ******,

  
  

  First of all thank you for your help.  This has been an absolute nightmare for years.  Thats not even a joke, its been years.  I have never contacted you all, but Im at my breaking point with this company, which I actually use with another company of mine.

  
  

  My ID is below.

  
  

  Here is the address of the guy emailing me:

  
  

  *************************;

  
  

  By the way he doesnt seem to answer and Ive spent hours and hours with this company and cant talk to anyone. 

  
  

  ************** Ext 30623
  

  
  

  ****************************************************
  

  
  

  P.O. Box 417902   

  ******, ** 02241-7902

  Also this is the email of the guy emailing me.  Yes we will pay Docs Drive In Account but I cant keep getting messages, and threats of collections on a tank that has never been installed properly.  

  
  

  My account number is:  ******

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

  Business response

  02/29/2024

  Good morning **************,

  Thank you for your response, I will provide this to management for furyher review.

   

  Thank you,

  NuCO2

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  April, 2023, NUCO2 stopped showing up to fill the CO2 tanks at my restaurant. They deliver once per month. In June, 2023 we ran out of gas to power our beer and soda system. I called several times and didn't receive an answer as to why they weren't delivering regularly anymore, and more important they didn't answer when they would be delivering. We were out for several weeks in our peak summer business season.Finally, mid July they delivered CO2. In August we ran out again. Same runaround, no answer on why or when gas would be delivered. We had to make other plans for reliable gas delivery, and I sent a letter to NUCO2 terminating our service. August 29, 2023 I turned off the valve so they wouldn't deliver gas because we are now on a tank system and if they deliver gas into the building and it's not connected to a tank it could be dangerous (it's pure CO2). I put a note on the input to tank valve (which is on the outside of our building) that our tanks are not being filled by NUCO2 anymore. They keep trying to deliver gas, and invoicing for it monthly, so I sent several emails and called several more times to try to get them to stop. I also had staff tell driver not to fill tank, which they've done a few times. At this point, I just want them to stop trying to fill our CO2, accept the termination, and write down the bills since I'm 100% paid up and the reason we stopped using them was because they didn't come reliably and we need CO2 to operate our restaurant.

  Business response

  02/22/2024

  Good Afternoon ,

  Your account has been closed. In your communications with NuCO2 you stated that you disconnected our equipment. We request that our technicians do that as to avoid any issues with the disconnection or damage to the tank.  Tank needs to be picked up. 

   

  Thank you,

  NuCO2

  Customer response

  02/22/2024

   
  Complaint: 21321795
  
  I am rejecting this response because: the business NUCO2 has not communicated as to the effective date of the account closure. It was requested in August, 2023 via written notice and has been repeatedly requested since then via email, phone, and signs put on site. I'd like an assurance that the bills for service that I've received each month (for service which didn't and couldn't occur since the tank was turned off inside the building at the end of August, 2023, and all bills paid through Sept 2023) will be eliminated and the amount owed reduced to $0.

  I am available to return any equipment they want back, at a mutually agreeable date/time.

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

  ******, ********, **

  *******************

  Business response

  02/23/2024

  Good morning,

  Providing this information to management for further review. When a response is received, I will follow up with you.

   

  Thank you,

  NuCO2

  Customer response

  02/23/2024

   
  Complaint: 21321795
  
  I am rejecting this response because NUCO2 is delaying again, offering no response other than "we'll get back to you". Respectfully, they have had almost six months to respond to a cancelation made because they couldn't or wouldn't deliver reliably (with balances 100% paid up as of September 2023 after cancelation sent via letter and email in August). My cancel service request was mailed (letter and email) and phone calls were made - well over half dozen contacts with no or inadequate response from NUCO2. They haven't gotten back to me until this week confirming the cancelation, and they continue to bill me monthly for services not rendered.

  If NUCO2 does not respond with appropriate action, I will have no choice but to move to legal action to recover damages occurring from the restaurant losing access to its beverage system repeatedly over a period of several months. I will also share on all platforms the experience I've had with this company, one who tries to extort money from its customers and is either too clueless or too big to respond to a small business. Please note, I don't want to do either of these things, but I won't be bullied. The appropriate action requested is to write down my balances to $0 and to confirm that service will no longer be invoiced or provided to Vovina. 
  
  Sincerely,
  
  *****************************

  Business response

  03/26/2024

  Good afternoon,

  It was advised that you have spoken to NuCO2 recently regarding to this and that a resolution was met. 

   

  Thank you ,

  NuCO2

• Initial Complaint

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  In the beginning of January a salesperson ***************** from NuCO2 showed up at my business offering the service of beverage carbonation and I told him I wasn't sure what service I was going to need because I wasn't open yet. He told me about the ser ice and he ask for my business information and told me to sign his tablet just authorizing that I gave my business information. And then in January they showed up at the restaurant and installed a gas tank outside, they unhooked the ************ that I had and hooked up there own gas . At the time of installation the person installing it noticed that the gas was coming out and that the tank was damaged. I try contacting them and they never replaced it . I have not been using there service at all because I have the fountain soda and carbonation service with another company. I have been trying to cancel this and asked them to please take their equipment. They do not want to cancel because it is a contract . I was never told that this was a contract and never received any documents or emails .I recently received a bill of $52. 98 and I will pay for it but I really need them to please cancel and take their equipment.

  Business response

  02/20/2024

  Good morning Ms. *********,

  Management is researching this issue that you stated within your complaint. will reach out to you with further information when available.

  Thank you,

   

  NuCO2

  Customer response

  02/21/2024

   
  Complaint: 21316953
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Customer response

  02/24/2024

  I do not agree with their response. I would like for them to cancel this service please because I am not using it.

  Customer response

  02/26/2024

  I am sorry but I do not have any contract agreement papers, this company never provided me with any documents or emails. That's why I just want them to please take their equipment,  I am not using it and I received another bill. I am willing to pay them both bills but I want them to cancel the contract that they say I have which I was never aware of. Thank you 

  Business response

  02/29/2024

  Good morning,

  Thank you for the additional information. I will provide that information to the management team as well. 

  Thank you,

  NuCO2

  Customer response

  02/29/2024

   
  Complaint: 21316953
  
  I am rejecting this response because: They are not giving me any resolution at all
  
  Sincerely,
  
  *************************************

  Business response

  03/06/2024

  Good afternoon,

  Mangement is assigning someone to contact you regarding your complaint.

   

  Thank you,

  NuCO2

  Customer response

  03/07/2024

   
  Complaint: 21316953
  
  I am rejecting this response because: It has been several days and nobody has got in contact with me . When I contacted them they didn't want to help me .
  
  Sincerely,
  
  *************************************

  Business response

  07/12/2024

  Good morning,

  Your account has been closed and our equipment has been removed per your request. 

   

  Thank you,

  NuCO2

   

   

   

  Customer response

  07/12/2024

   
  Complaint: 21316953
  
  I am rejecting this response because: I have not received a letter or email saying that my account was closed , what I did received was a bill for more than $8000.00 when I never used your service.
  
  Sincerely,
  
  *************************************

  Business response

  07/12/2024

  Hello,

  Yes, your account has been cancelled and the billed that you received is the cost of acceleration of the contract.

   

  Thank you,

  NuCO2

  Customer response

  07/12/2024

   
  Complaint: 21316953
  
  I am rejecting this response because: I was never told that this was a contract and I never received any contract documents.  
  
  Sincerely,
  
  *************************************

  Business response

  07/19/2024

  Good afternoon,

  The request to be able to provide contract copies to BBB is currently going through our legal department to investigate if that is ok to do .

   

  Thank you,

  NuCO2

   

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been leasing a bulk co2 tank for some period of time, roughly 2 years. To obtain our business license, we are required to have co2 monitoring installed. That was requested over 3 months ago and despite signing a contract and prodding them several times, the monitoring installation has still not been even scheduled, in fact we still haven't even gotten a reply. We are canceling our service with them to pursue other options. They want to contine to bill us for unused services through **** despite the fact they have not serviced the account for months.

  Business response

  02/08/2024

  Good afternoon ******************,

  We understand how you feel about this issue. We are looking into this and will provide you with an additional reply once available.

   

  Thank you for your time,

  NuCO2

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Violated contract terms, charged fees after contract was signed that were included in the contract but were not given any value at time of contract signing. Attempting to charge $20,000 to cancel contract. ******* overcharging after competitor pricing was solicited.

  Business response

  02/06/2024

  This issue is being handled through litigation.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  NuCO2 consistently disrupts and costs my business money with non-existent customer service. I ordered CO2 for my beer and soda system on January 11, ****. They say that a reasonable time to expect delivery is within **** business days absent paying an "emergency delivery charge" of $250. Now, January 31, ****, I still have not received that promised delivery. Further, NuCO2 charges egregious delivery and service charges. I have requested cancellation of my relationship with NuCO2 based on their deplorable handling of my account, rude and abusive representatives, and mob-like treatment of my business as their tribute, not a customer. ********************** refuses to cancel the contract without charging my business their cancellation fees despite all the examples I have provided them of how poorly they handle my account.

  Business response

  02/07/2024

  Good morning ******************,

  We understand that issues with having CO2 can disrupt the business. Your complaint is being researched. 

   

  Thank you,

  NuCO2

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our CO2 provider NuCo has been raising their prices way higher than the 5% which amounts to thousands over 4 years. They dont answer my calls to resolve the issue. In addition I have had a tank leak which was in the tank valve. one of their technicians found the leak but didnt have the tools to fix it so he made a report so qualified tech return and fix it. They took a long time so I had to call for an emergency refill which generated a cost on top of the lost carbonation gas. They ended up switching the tank for a second time. Also the lease of the tank which is a monthly cost of over ****** dollars has increased significantly higher than the 5% written in our contract. Please I need help with this matter its hard to pay thousands of dollars for carbonation gas.

  Business response

  02/07/2024

  Good morning ****************,

  There are ********************* emails with management and yourself regarding price increases and the loss of CO2 requires more deliveries to calculate. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  NuCo2 is our carbon dioxide provider. As a brewery, it is vital to our daily operations, from running our keg washer, transferring beer, carbonating beer and serving beer. NuCo2 is supposed to fill our tanks every 2 weeks, we are at 7 weeks with no delivery, their customer service is no help as they "can't" transfer us to management or even our delivery depot. When they ********** after contacting them numerous times, they charge us an "emergency" fee. Unfortunately, I am stuck in a contract with them. They continue to bill us equipment rental fees, even though they dont fill our tanks as necessary. We also have one tank with a faulty level gauge. This has been brought to their attention several times to no avail.

  Business response

  02/06/2024

  Good morning,

  First, I would like to apologize for the issues that you have encountered in regard to deliveries and customer service. Management is not always available to speak with customers but usually there is an option to leave a voicemail for someone to return your call.  I have found your account using the address that you provided in this complaint but was unable to find any emergency deliveries fees since 2019. Could you please provide an Invoice number that you have received in regarding this? 

  I also did take note that you latest delivery on 1/26/2024 was 9 days after your previous late delivery. 

   

  *******************

  NuCO2 

*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. ↩