ComplaintsforNuco2 Parent Inc

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not deliver to our ***************** in a timely manner so we run out of Co2 and have to get more from Coke. Their customer service never answers the phone so you can't order more. Their website lists a customer service email address which comes back as "recipient address rejected. Access denied." So there is no way to contact anyone. When asked if we could cancel their services, we were told we signed an 8 year contract and would have to pay the fees to get out of the remaining 4 years. We were not provided a copy of this contract. They also installed a Co2 monitor without consulting anyone in house that we must now pay rent on. We can't get ahold of anyone to remove it. Their invoices are impossible to find on line, so you are never sure what exactly you are paying for. The man we spoke to indicated that satisfaction is not part of their contract, even if you run out of product and it affects your business in a major way. Terrible company. If I had a copy of the contract I would be seeing a lawyer, but I'm guessing my request for a copy will not be handled just as their other issues are not handled. The only thing they ARE good at is getting themselves paid.

  Business response

  07/12/2024

  Good morning,

  We are following up on the latest communication after your complaint. A request was put in to pick up all of our equipment and cancel the account. 

   

  Thank you,

  NuCO2

• Initial Complaint

  11/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company will not respond to calls, texts, or emails. Their representative is unresponsive. Will not answer phone calls or texts. Something really bad is going on with this company. Because they failed to service us or to respond to us, we have repeatedly asked them to come and pick up their equipment because we were forced to go back to CO2 tank delivery. We informed them of the danger of re-filling now that their system is disconnected, but they won't respond to this problem either. We have a very busy restaurant, and we lost three months of organic soda sales due to their neglect. Their equipment is still there, unused. I don't know what to do.

  Business response

  07/12/2024

  Good afternoon,

  Your account has since been closed and our equipment was removed from your location in May per your request . 

   

  Thank you,

  NuCO2

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After running out of CO2 a couple of times and not being able to serve our membership for several days, huge annual price increases (with no heads up), surprise mandatory inspections @$187 each, having a faulty CO2 sensor going off all the time (that we had to unplug) and receiving no response from the customer service line, I emailed our account manager on 8/30/23 and told him we were going to cancel our contract. He said he would forward it to the cancellations team. After not hearing anything for a couple of weeks, I tried calling customer service and was on hold several times and they never returned my calls. I reached out via email and finally got a voicemail and email acknowledging theyd received my email. I was emailed and was left a voicemail by the "customer retention manager" after a few weeks. I emailed him and left a voicemail immediately, but didnt get a response. After a few weeks of no responses, I emailed the acct. manager and asked to please get me in touch with someone, and he said hed tell his boss. The "customer retention manager" finally called me on 11/2 (he said he had been in the hospital). He informed me that we would have to pay equipment rentals for the rest of our contract (5 more years!) if I cancelled service and had the equipment returned ($1000 for each piece). He was basically pressuring me to resume service, saying that well be paying for it for 5 years anyway, since there is no way out of the contract. He told be there is no guarantee of service in the contract, and even if they don't provide ANY service, we have no way out of the contract early. I was not told any of this by the account manager during the initial sales pitch. I wouldnt have signed the contract if I had read the fine print and when the account rep sent me the contract to digitally sign, ESPECIALLY if I had known they had no guarantee of service. I was in a hurry to get CO2 service when our other provider stopped servicing our area.

  Business response

  07/12/2024

  Good afternoon,

  Your desired outcome has been reached. Your account was closed, and we retrieved all of our equipment from your location. 

   

  Thank you,

  NuCO2

  Customer response

  07/12/2024

   
  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  nuco2 customer number ****** ****** mediterranean foods *** the company charged us wrongly for emergency and other charges wrongly and they provided us with extremely bad service and no communicatios about all the extra charges. they treat their customer wrong and we are not happy with them at all .they charged us twice for emergency fee and inspection fee and all kinds of fees

  Business response

  06/28/2024

  Good morning,

  You were provided with credits last year for some fees that were billed to you. which is your desired settlement. Does this satisfy your complaint?

   

  Thank you,

   

  NuCO2

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are not using any CO2 but are still required to pay for it. We want to get out of the contract with NuCo2. We signed the contract in June 2022 and were not made aware that we were bound for 6 years. We are not using any gas. Contacted business and they want to us to pay $6000 just because the contract was not explained to us

  Customer response

  09/10/2023

  Contract is attached as requested. We are no longer in business of selling beverages and hence have requested NuCO2 to cancel the contract. We have not used any product/service from them for the past 6 months

  Business response

  08/01/2024

  Good afternoon,

  Please refer to Section four of the contract that you sent in to BBB with your complaint. It's Titled Term and Terminations.

   

  Thank you,

  NuCO2

   

   

  Customer response

  08/04/2024

   
  Complaint: 20437638
  
  I am rejecting this response because: Belated response. Response received after months. Shows company reputation.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My business is a restaurant/bar. NUCO2 provides us with a Nitrogen generator that produces Nitrogen. This generator hasn't worked since last year October. They came to fix it and said they needed a part. In the meanwhile.....We have purchased our own nitrogen tanks and have paid approximately $200 a month for their services(nothing). I have called several times sometimes giving up because you are on hold for over an hour. The times I have been able to speak to someone they say they will get back to me and never do. They claim they can provide us with nitrogen tanks but we can't physically store the number of tanks we need with a monthly delivery nor can I ever talk to anyone that can understand this. I just want them to replace the generator with one that works and everything will be OK. Please help me. To sum it up we pay this company for a service of nothing and we have to pay another company to get nitrogen.

  Customer response

  08/29/2023

  As of 8/29/23 I have still not received any response from this company. Thank you

  Business response

  07/03/2024

  Good afternoon,

  Following up on your complaint and it seems that you were provided with new equipment in January and have been doing well since. We could not find any recent calls regarding equipment issues.

   

  Thank you,

  NuCO2

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have partnered with NUCO2 since 2016. Since we began this business relationship, the cost of goods and services as risen somewhere in the realm of 200-250% with no explanation, no warning, no rhyme or reason. The equipment we have been provided with has routinely malfunctioned, resulting in CO2 and Nitrogen tanks that leak, leaving us without the ability to pour fountain beverages, or draft beer. NUCO2 is severely understaffed, and any time we need to call them for service (which is a regular thing these days), we experienced extended wait times, and once we are able to reach someone, it seems like their first response is always to remind of an outstanding balance, that is resulting in our account being locked. This business practice feels disingenuous because NUCO2 practices advanced billing, meaning they bill us for products and services in advance, that we have not yet received. Then if there is a technical issue, which as stated earlier, has become routine, they will refuse to service the equipment, until the balance (past/current/future) is paid up. I can honestly say that in all my years of doing business, as an operator, and for the last 8.5 years, as an owner/operator, I have never dealt with a company that has such awful customer service, and shady business practices. Many of the account support staff are downright rude and treat us as if we are lower than dirt, on the phone. We desire more transparency with regard to billing, and a better customer service team. Additionally, I feel that we are due credits or refunds for equipment that malfunctioned, and had been repaired multiple times, resulting in the same issues, over and over. When dealing with this same issue back in January, I spoke with a gentleman who told me that we were in fact, due credits or refunds, but that they couldn't issue any, until we paid our bill in full, which we did, and have not had any resolution, months later.

  Business response

  08/02/2024

  Good morning,

  Your account is now closed. Also, NuCO2 doesn't future bill for product. I think that you were referencing the rental invoicing which is the same as paying rent or lease for a building and is due before the month you are paying for. 

   

  Thank you,

  NuCO2

   

  Customer response

  08/02/2024

   
  Complaint: 19640017
  
  I am rejecting this response because:

  Your business practices have been shady and suspect for the duration of my time working with NUCO2  

   

  Your company is involved in class action lawsuits for deceptive business practices and this is another example  

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed an agreement with NUCO2 in June of 2021 and have had nothing but problems with them. We've ran out of C02 two times, one of which was during the busiest weekend of our year so we were unable to sell soft drinks or beer and lost out on a lot of sales.It took them several days to fill up our tank after we ran out and then they billed us $225 for an emergency refill even though it was done during the week.After the second time we ran out of product I demanded that they install a back up tank to get us by until they could refill our tank otherwise I would cancel the agreement for breach. They installed the tank but charged us over $400 for the tank and are charging us a monthly rental for the back up tank.Approximately one year after we signed up with them, they billed us $200 for an inspection fee and we're not aware of any inspection being needed or being done.They are charging us different rates than our contract and ignoring our questions about this.This has to be one of the worse companies that I've ever worked with!I'm ready to hire a lawyer to represent us to cancel our agreement and am wondering if anyone has successfully cancelled their agreement due to breach of contract. I'm also interested in organizing a class action lawsuit if there are enough people interested.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being over billed from Nuc02. They are billing for 11 c0s canisters, I have 3 full and 3 empty. I have called for the past 3 months to get this situation resolved with no solution and not pick up date for the empty canisters.

  Business response

  07/08/2024

  Good morning,

  The system shows that when the depot provided the confirmed cylinder amount to the representative an adjustment was requested. You did receive a credit for the cylinder inventory discrepancy a couple months after this complaint. Could you please confirm?

   

  Thank you,

  NuCO2

  Customer response

  07/08/2024

   
  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

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have had an ongoing issue with NuCo2. We are contracted to have our bulk CO2 tanks filled every 2 weeks ( we pay monthly rent for the tanks to them as well) Its been over a month since last fill and our bulk tanks are completely empty once again, shutting down my production of beer. This is not only frustrating, it is expensive. I am paying people to stand around because we can do what we need to do. We are stuck in a horrible contract as well. When I called the 800 number I get a dead line and can only do stuff through their online portal. Next to impossible to get an actual human. When you do, they can not transfer you to a supervisor or even the hub where your deliveries come from. I am so tired of fighting with this company who obviously doesn't care about their customers.

  Business response

  08/07/2024

  Good afternoon,

  Your desired outcome of Delivery; Refund was completed. Per our records, you were provided with a credit on your account and have since been receiving fills. 

  Thank you,

  NuCO2

  Customer response

  08/08/2024

   
  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,
  
  ***********************

*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. ↩