ComplaintsforNuco2 Parent Inc

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  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

  02/06/2024

  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

*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. ↩