ComplaintsforNuco2 Parent Inc

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company since November 2017. In the past few years, the rental rates for equipment have gone up drastically and without notice. Or at least none that I can find. And sometime the rates change within 6 months. I had reached out in the past concerned that we would not be able to afford the service if this continued. Asked to discuss our options. No one available. Now that I have looked into other options outside of NUCo2, I have found that I have been charged a sales tax on my gas that I am then re-selling!!! When I called to ask about that they said they have no re-sale cert on file and would I like to submit one? How can that be when they set me up as restaurant/bar??? The final straw was when we got a delivery on 6/19 for 466 lbs because we were just about empty. And then on 7/27 we got another delivery for 310. We happened to note the day before that we were at 3/4. Not knowing they were coming with a surprise delivery. Oh and we are on were on a 12 week delivery schedule which somehow switched to 8 weeks during the course of me asking questions. When I called to contest, their response was to wait for a couple more deliveries and see if there's any more unusual usage. Perhaps there's a leak? Such shady practices and no one to discuss it with. I am now waiting for them to come pick up their equipment and I am seriously considering contacting my AG's office. Class action lawsuit anyone??

  Business response

  08/01/2024

  Good afternoon,

  Could you please provide the NuCO2 Account Number that you had, or your location's address so that this could be looked into? 

  Thank you,

  NuCO2

  Customer response

  08/13/2024

   
  Complaint: 20507332
  
  I am rejecting this response because: I was asked for my account number.  It is #****** Mallebar Brasserie.

  I would also like for you to see the attached contract and the response from the *** when I asked for it.  We were shocked to see that we had signed on for 8 years!!!!  We were never set up as tax exempt even though the sales *** of course knew that we were a restaurant and re-selling the gas.  When I brought up that issue we were told they did not have a cert on file and to fill out one now and moving forward we would not be charged.  That coupled with unscheduled rate hikes, questionable extra deliveries and no one responding or returning calls, I had no choice but to leave and sign on with another company.  I don't feel like I should be penalized for it.
  
  Sincerely,
  
  *********************************

  Business response

  08/13/2024

  Good afternoon,

  Thank you for responding with the needed information to view your account. Your complaint and account information has been sent to management to review . Once this is done, someone should reach out to you. 

   

  Thank you,

  NuCO2

  Customer response

  08/20/2024

  I have responded to the company through the BBB with the requested info.  Do they have 10 days to respond?

  Business response

  08/26/2024

  Good afternoon,

  We operate off the signed agreement which is why you received a penalty for early cancellation. Do you happen to have any records of emails or calls that you dd not receive a response to? 

   

  Thank you ,

  NuCO2

  Customer response

  08/27/2024

   
  Complaint: 20507332
  
  I am rejecting this response because:  I am being asked if I have records of issues not being ***sonded to.  I have several email threads of me being passed from one person to the next.  My account was not set up with a re-sale tax exempt certificate.  When asked several times to be in contact with the original sales **** they went unanswered.  I was told to fill out a certificate and to reach out to my local tax agency to get credited for the last five years of taxes. 

  I have already submitted a copy of an email from NUCO2 when I asked for a copy of my contract, I was sent the signed one and better copy because the one I signed "was difficult to read"  The type is so small, I'm sure we had no idea we were signing an 8 YEAR CONTRACT! And because I was never put in touch with the sales *** or his manager, there was no one to answer to it. I think the fact that we are getting a response through the BBB a full year later speaks to the frustration I have experienced trying to contact anyone from NUCO2 and resolve my issues
  
  Sincerely,
  
  *********************************

• 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

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2023 *************** with no notification, we ran out of product and were unable to serve soft drinks or draft beer.No timeline for delivery.No response to multiple calls. Hours on phone with customer service.No customer service call backs that were promised.After no communication for over three weeks, we canceled service, disconnected equipment and had a new company come in.Received an email three weeks later asking to call back regarding cancellation notice I provided. The call back number is a busy signal and website says phone lines are down.Now receiving bills for service and equipment lease.We would like NuCo2 to pickup their equipment and remove us from their service (which we have not been getting) IMMEDIATELY.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing this request to stop service with NuCO2, effective 6/1/2023. I have reached out numerous times over the past few months to cancel service, and no one cared to follow up with me as a customer. My account is ******. Because of the lack of care, customer service, and follow up, I have found another company that will begin to service my account on 6/1/2023. Over a month ago, I spoke with **** and she provided me a case number of *******. I was able to get her on the phone after making two different phone calls on previous occasions where no one picked up. To this day, no one ever followed up with me regarding the case. Today, I called and spoke with *****, a customer care rep, and all he did was transfer me to another phone line where no one picked up. He mentioned something about a retention department. I said that I am not interested in being retained but was still transferred. I left another message for a call back and have no received any correspondence. The lack of customer service and follow up regarding my business account is negligent and is necessitating me to switch, so I can best serve my business. Please see that my account ******** get stopped effective 6/1/2023. I have been trying to work with NuCO2 over the past several months, but they refuse to respond to me as a customer. This negligence can and will no longer be tolerated. Thank you!

  Business response

  08/14/2024

  Good morning,

  Your account is closed with NuCO2.

  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

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  NUCO2 claims we owe them money and will not service our account until we pay in full a wild mish-mash of charges that they cannot seem to explain. They continue to charge us for service every month without providing any service and they have not returned our phone calls. The representatives on their end have directed us to a voice mail of the agent in charge of our account with no other recourse and we have not recieved any contact from this person.We would like to be refunded for all the months in which they did not provide service to our 2 locations. In addition we'd like immediate service to resume since they are billing us each and every month and we are paying for the service.

  Business response

  08/14/2024

  Good morning,

  Could you please provide your NuCO2 Account number so that we may look into this further?

  Thank you ,

  NuCO2

  Customer response

  08/14/2024

   
  Complaint: 18934902
  
  As requested by the Nuco agent, our account #s were: ****** & 465354. We made Nuco aware directly of all the issues via email and phone several times.

  I am rejecting this response because they've had months (years!) to resolve this. We had to endure more than a year of runaround and extremely poor customer service. We were customers for 13 years. We'd love to get a refund for the last couple of years of poor service but we gave up trying to work with ****.

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

  Business response

  08/22/2024

  Good morning,

  Thank you for your account information. It has been provided to management along with your complaint. 

   

  Thank you,

  NuCO2

  Customer response

  08/22/2024

   
  Complaint: 18934902
  
  I am rejecting this response because: This response from the business has no effect at all. I believe they are trying to manipulate the BBB system in an attempt to improve their online reputation without actually offering anything of substance in the way of assistance.
  
  Sincerely,
  
  ***************************

  Customer response

  08/30/2024

  Thank you ******! I just want to reiterate and note that I strongly believe that NUCO is trying to game your system too... by requiring folks to follow up like this I'm sure that many people after years of getting nowhere with this company they don't follow up with these BBB required responses... This is a bad company. They owe me thousands of dollars due to lousy service. I complained directly to them and even to their executives and they generally just pass folks along to the next person who doesn't usually help with anything. NUCO is essentially a monopoly for CO2 service so they do what they want. I can see how some folks have positive experiences... I did for several years back in ********* or so... but based on online reviews it's clear that many many people have the same negative experiences that I have as well.

   

  Thank you,

  ****

• 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

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  NuCO had stopped delviering CO2 to our Restaurants. We tried calling in and ordering more, sometimes on hold for over 3 hours. we called and texted and emailed our reps, but no answers. We ran out of CO2. We had to get it from another supplier. when we cancelled our NUCO account due to no response, they finally contacted us with a termination fee and said we didnt have the right to cancel?!?!

  Business response

  08/08/2024

  Good afternoon,

  Our system shows that your account is now closed. If you have copies of the emails where you attempted to contact someone to request that we fix the situation, please advise and send. If not, the costs remain valid as we are unable to find any such instance.  

   

  Thank you,

  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. ↩