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:08/08/2024

  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.

  We did not sign 9 yrs agreement, our lease at the space is only 3 yrs with option of 2 years term, the sales representative lied and sneaked the fine print in the document, the verbal agreement and understanding was 1 yrs. When at 1 yrs ends we want to cancel and came to find out it was 9 years !?! This is unethical practice for a business.

  Business Response

  Date: 08/13/2024

  Good afternoon,

  We have received your complaint and are researching your account. Your information will be provided to management so that they may reach out to you.

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:07/29/2024

  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.

  NUCO2 became our CO2 provider after lying about waiving installation fee and forging my signature On a 6-year commitment. They have refused to provide us with the original document, just a grainy image of one. It is clearly not my signature.

  Business Response

  Date: 07/29/2024

  Good morning,

  Your account is closed, and it is in our system to have our equipment retrieved from your location as requested. 

   

  Thank you,

   

  NuCO2

  Customer Answer

  Date: 07/30/2024

   
  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:06/24/2024

  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.

  Account number ******. Initiated contact w/ ********************** in April/May 2023. Unknowingly signed a 6-year contract. First invoice arrived with charges 50% higher than the amount NuCo2s salesman quoted us and upon which we based our decision to purchase. We immediately contacted our NuCo2 salesman about the extra charges, and again on five separate occasions, with no resolution or callbacks. Salesman stonewalled us stopped responding to our calls, texts, emails. Despite our eagerness to pay the amount agreed to, NuCo2 corporate ignored our objections to high billing, then sent our account to their Collections people. We informed Collections that we WANT to pay - are EAGER to pay - the amount that was quoted us, but not their excessive add-on charges. They responded by sending the matter to an outside collections agency. After getting nowhere, we contacted their equipment installer, whose number we had. Installer suggested we contact the current salesman **** to perhaps resolve. Two phone calls to ****: no answer, no callback. Dealing with this company has been an unnecessarily difficult, the likes of which we haven't experienced with any other company.

  Business Response

  Date: 06/27/2024

  Good afternoon,

  This complaint along with your account information has been provided to management for review. A follow up will be provided once a response is received.

   

  Thank you,

   

  NuCO2

• Initial Complaint

  Date:06/16/2024

  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 been begging for NUCo2 to come out and repair the equipment we rent from them for over a year now. They just keep refilling our leaky tanks and charging us for all of the CO2 regardless that it leaks out faster than we can use. We have had to get extra tanks from AirGas of *********** (AirGas is great, but unfortunately we are stuck in a contract with NuCo2). We quit paying our bill hoping to get a service tech to come out. Well, the equipment installers came to pick up the equipment instead, but when I explained to them what was going on they verified that our equipment was faulty and needed to be replaced. They said to allow three weeks but that they couldnt do anything to fix the problem until our account was current. We reluctantly paid all of our invoices, but another 3 months have gone by and we cant even schedule a service call until we pay our invoices again. We are scared to pay our invoices because its basically throwing money down the drain. Why would they fix the problem if we are willing to pay for Co2 that just leaks out and they can sell more to us! I would like to form a group of businesses to join us to go after them for their unfair business practices! We have threatened to cancel our contracts but they threaten us with termination fees.

  Business Response

  Date: 06/17/2024

  Good morning,

  Your complaint has been noted and provided to management to review. A follow up will be provided once a response is received.

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21858361
  
  I am rejecting this response because: we have heard this over and over again and its always followed up with our service technician quit, and we dont have a service technician for your area.  Meanwhile we continue to be charged for the rental of faulty equipment that leaks the product that you charge us to refill.  We did receive a phone call from ********************************* this morning and he assured us he would get everything taken care of, but we have heard this before from other reps. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  Good afternoon,

  The representative that you spoke with is working with the Depot to service the equipment. After that has been completed, he can work on any adjustments that could be made. 

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:06/05/2024

  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.

  These guys have to be the worst business I've ever dealt with. Impossible to get in touch with, overcharging balances, installing unnecessary equipment to run up bills (as described by their own technician), and then finally cancelling my account and sending me an insane bill.

  Business Response

  Date: 06/11/2024

  Good afternoon,

  Could you please provide the physical address of the serviced location or the NuCO2 Account number, so that we can look into this further?

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:04/24/2024

  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.

  Unknowingly signed a 9 year contract. Was told it was a 1 year contract. Had the Sales Rep in and we talked about doing business and we talked about trying it out for a year so I agreed to go forward. Called to cancel cause it was more than I needed and come to find out I signed a 9 year contract. I would have never signed a contract that long. He duped me. I guess I should have read the fine print but I trusted him which was my first mistake. I would just like to get out of this contract for less than $8400 like they told me. I have read other complaints on here for this company and I'm not the first this has happened to. Sales Rep ************************ Don't want any money back just want out of contract. Thank you

  Business Response

  Date: 04/29/2024

  Good day,

  Advised that you spoke with someone and received an email regarding this the day before this complaint and a resolution was reached. Is this incorrect? 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21620143
  
  I am rejecting this response because: This is the last I heard from them. Nothing has been settled. 

  Good evening ****,
  Thank you for sharing your concerns with me. I am going to reach out to the correct department and see if there is anything else I can do to assist with this issue.
  I understand that there are multiple complaints regarding contract and billing issues, and I am very happy that you are allowing us the opportunity to try to make it right.
  
  Please follow up with me if you need further assistance.
  
  Respectfully Yours,
  ***************************-
  NuCO2 Delivery and ************* Team Lead
  **************
  
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/03/2024

  Good morning,

  There are additional communications in the system. Some with ************** and the most recent email from May 1st from a **** was sent to discuss this issue. .The May 1st email was sent to *********************

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21620143
  
  I am rejecting this response because: I am not satisfied with their response. I was tricked into signing a 9 year agreement.. I do not sign 9 year agreements with anyone. In the conversation I had with the Sales Rep *********************** we were going to try this out for a year and go from there cause I was concerned about what the service they were going to give me. I have no proof of this conversation unfortunately cause it was just me and him talking. I would never sign a 9 year agreement for anything. I do not want to do business with this company. I will buy out for 1 year but not 9. I will take this as far as I need to.  
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/13/2024

  Good afternoon,

  A member of management states that there was a conversation with you where, soda system removal was discussed. It's noted that you agreed to contact him directly regarding this.

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21620143
  
  I am rejecting this response because: I never received an email or voicemail that stated this. I received a phone call and we were discussing lowering my bill but never discussed removing their equipment and contacting someone to do this. She told me she would get back to me but never did. If they offered to remover their equipment I would like that and this would be over. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/28/2024

  Hello, 

  It is noted that the last communication with you was around May 17th. The request has been put in to remove our equipment. Per your email on May 2nd, you stated that you would go to small claims court the next day. We are unable to move forward with this communication at this time because of the court action. Our legal team will move forward from here if you have done so. 

   

  Thank You,

  NuCO2

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21620143
  
  I am rejecting this response because: They have their businesses that they have screwed over mixed up. I have never threatened to go to small claims court. They have so many claims against them they don't know which is which. Again I would like to get out of my contract with them. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 06/11/2024

  Good morning,

  It was requested for someone to reach out to you regarding the issues that you experienced with your service here. It is noted that after you were unavailable by phone an email was sent to you. Could you please confirm the receipt of the email from Friday, June 7th? We would like discuss and review.

   

  Thank you ,

  NuCO2

• Initial Complaint

  Date:04/08/2024

  Type:Order 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 bought the business in April of 2023, there was a previous Co2 tank there that we never agreed to take ownership of or use. They are trying to say we owe them $5,000 for a 6 year contract we didn't sign or agree to. They recently came to get the tank from us, I have tried talking to several managers and no one at there company seems to care or understand the situation. They have horrible customer service, and everyone I have talked has been very rude to us on the phone and via email responses. I am hoping you guys can be a resource to help get this situation resolved for a bill that we don't owe! Thank you, ***************************** Owner Duckees Drive Thru Kimberling City, ** ************

  Business Response

  Date: 04/09/2024

  Good afternoon,

  Your complaint and previous account information has been provided to management for review.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21547900
  
  I am rejecting this response because: it was a automated response from there automatic system. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/11/2024

  Good afternoon,

  There was previously email/phone exchanges with management regarding this issue. It was stated that you were obtaining counsel to resolve your dispute.

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21547900
  
  I am rejecting this response because: again I have tried to explain this to them a 100 times now and they don't seem to care or care about good customer service. We never would of signed a 6 year contract that is CRAZY and unheard of. In my professional opinion very unethical. We don't even use that much c02 we are a DRIVE THRU LIQOUR STORE! They of course came and got there tank, after 6 months of us asking them to come get it. There customer service is horrible and a higher up needs to get involved and resolve this! We never signed the contract I have told them that a thousand times. When we bought the store we kept the previous manager on for a few weeks, and had some issues with her so we let her go. Again we would of never agreed to a 6 year contract for something the store doesn't need. There is no reason for a liquor store to have a co2 tank, doesn't make much sense right? Nuco has done nothing to help resolve this, except be very hard to deal with, and no customer service at all. A lot of automated messages, that's why there being reported to the BBB, not fair to us to have to hire an attorney for something they should be understanding about, and willing to settle. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/24/2024

  Is someone looking info this for us? This company seems to not care or take any pride in customer service at all. 

  Business Response

  Date: 07/11/2024

  Good afternoon, 

  Unfortunately, there is nothing that can be done.  It is our understanding that the agreement is valid the billing was a result of the early termination of the contract.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21547900
  
  I am rejecting this response because: we never used it or agreed to it. We are a liqour store and dont use C02 if we do we need it Pepsi gives it to us! They previous manager before we bought it must of did something. Which isnt our fault we would never sign a 6 year contract. Thats so unethical in my opinion. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/12/2024

  Hello,
  We received on December 28th, and it said that it was your "old manager" that signed the contract and that was the reason why she was no longer with your company. The manager, at that time ,was a representative of the company. We treat the contract as valid. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 07/22/2024

  We thought we responded, this business didn't make a good faith effort in getting this resolved. We our a drive thru liquor store we don't need a CO2 tank, they have made no effort to try and make this right with us. We're not paying for something that they have already picked up, we no longer have C02 tank at our store. We would never sign a 6 year contract that is so unethical on there part! 

  Business Response

  Date: 07/29/2024

  Good afternoon,

  The bill you received is for the cancellation of the account.  You have not been billed anything additional since the closure of your account.   Again, since we see the agreement as valid, we uphold the terms of the contract. 

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:04/03/2024

  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.

  I represent a Shell Convenience Store/Gas Station business, and we asked NUCo2 to provide the Co2 for our fountain drinks. After 1 year, they have doubled the monthly fee, and spoke to us extremely rudely over the phone when we questioned the charges. They are clearly taking advantage of customers, even though we have always paid on time every month. They were also very aggresive and rude and would not cancel the service, stating that we must pay the entire contract in full.

  Business Response

  Date: 04/08/2024

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

  We are looking into this issue. Management will review your complaint and provide an update.

   

  Thank you ,

  NuCO2

• Initial Complaint

  Date:04/02/2024

  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.

  Tried canceling a contract that was going to renew. Constantly called the company and our account manager, never would call us back. They auto renewed our contract, we dont even do business with them anymore. They want ****** from us. Company is a complete scam. We asked for a copy of our contract, they sent us an unreadable contract that we signed, we asked for a legible one and was forged and the term was changed.

  Business Response

  Date: 04/11/2024

  Good afternoon,

  It was noted that management attempted contact via emails/calls with you 3 times before the account was closed for nonpayment. These were in effort to reach a resolution.  After no response, they move forward with billing.

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21517782
  
  I am rejecting this response because:  ****** did not address our concerns. I feel it is pretty simple. Can you ask ****** why my Sales rep never called me? I have documented the many, many attempts via text, email, and phone over many months to reach my rep to either get into a new program or end the current one. I am told this rep still works there and even though I left him several phone messages, emails, and texts, and every person I spoke to in Acct Mgmt or Collections said they would reach out to him themselves to have him call me, he has still not called me to this day. Instead he purposefully ignored me until the contract renewed and then let me deal with someone else in account management. I had to send an email to their ** US NUC02 email account address to get to talk to someone else because he wouldnt get back to us and sent me illegible contracts. Since then I have only received one email from someone named *****, months after I had to go out and get my old CO2 tanks manually filled to keep our small Mom and Pop, family run, business running. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2024

  Good morning,
  Are you stating that you didn't receive the two emails in October and November of last year from ***** in addition to the September phone call? 

  The *************************** would have been able to assist you and provide your comments regarding this issue to a resolution team. After the account is activated, they handle customer communications. 

   

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:04/01/2024

  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.

  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

  Date: 04/02/2024

  Good afternoon,

  This information has been provided to management for review.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

   

  Customer Answer

  Date: 10/16/2024

  After their last message stating the equipment was removed, and the account has been closed, they sent the account to collections. They are still trying to collect money for a tank rental that I am no longer renting & they removed from my property. They want to charge me over $10000 for something I dont even have & they removed! They mislead us to believe they closed the account so I would not continue with my complaint. They are not an honest business, nor are they following proper business practices. Reading all the other reviews, I can see Im not alone on this.

  Business Response

  Date: 10/21/2024

  Good afternoon,

  The account was closed and the equipment removed. The additional billing that was received was for the cancellation of the account. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 21515067
  
  I am rejecting this response because: This is a ridiculous charge. Over $11k because I chose to cancel your services that went up 25% on my fixed cost yearly? This supposed contract you sent me said I would only get a 5% increase on my yearly anniversary, but you increased it randomly on different months with a total of 50% increase on my tank rental and monitoring system. There were no increases in cost for my equipment as they were already installed. I cancelled because EVERYTHING I was paying you increased by far more then 5%. You voided our contract by these ridiculous price increases. You cannot expect someone to pay whatever prices you want because you lied & say they are under contract. Well so were you. You did not follow your terms of your agreement. So in fact you broke the terms of our contract. 
  
  By the way the contract is not legally signed, nothing is signed in the proper sections. My signature is not owner. Its obvious that the whole thing was not done correctly, and is fraudulent. No way I would sign a 3 year lease with my landlord & sign a 9 year contract for some product I may or may not need to run my business. 

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