ComplaintsforNuco2 Parent Inc

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Between 9/25 + 9/26 we had reached out to the company via phone about our draft tank being low as our drafts were not pouring. They said they would send someone to check it out. 9/27 the company came and did not even enter the building or notify anyone that they were there and reported everything to be good. Had we not checked the cameras to see if they came nobody would've known they were there. This was on a Friday. We spent the rest of the evening periodically calling them because they kept saying they would call back and never did. Their excuse was nobody could get ahold of the driver. Saturday morning 9/28 we started to call again, busy weekend and no drafts isn't our best look. Were told again they were escalating it and we were high priority. Hours go by and no return call. We tried to call multiple times into the evening hours and no answer. Sunday morning, without any warning, and we are closed on Sundays, they show up and thankfully the owner was here. He let them in but told him we was not going downstairs. Our chef who was also here had to carry the tank downstairs and hook it up. We knew Tuesday when we opened again something was not correct because the pressure of the pour was off. We called them again and the lady on the phone told our bar manager that she couldn't really do anything without a picture. And said it was our issue not theirs. I, general manager, then reached out via email since we had gotten nowhere via phone and have YET to receive an email back, today is Thursday. Our draft is no longer working, AGAIN, and our management has been in phone contact with customer service today and all they keep saying is "we are escalating it, we'll call you back". We cannot get a tech out to look at our tank for the life of us. Their websites main page preaches great customer service and In have't seen an ounce of customer service let alone "great" customer service. They have cost us almost a week of product, AVG $1500.00 We want this resolved ASAP

  Business response

  10/07/2024

  Good morning,

  We have provided your complaint and account information to management for review, 

  Thank you,

  NuCO2

  Customer response

  10/08/2024

   
  Complaint: 22377462
  
  I am rejecting this response because: Our nitrogen tank is still not fixed and not one effort from them as been made. Zero returned phone calls, still. Going on two weeks. 
  
  Sincerely,
  
  ******** ******

  Customer response

  10/08/2024

  NuCO2 has contacted us and sent a tech to fix the problem. Thank you!!

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We started service with NUCO2 in March .. the sales *** had told me before we got service that it would cost $90 a month for service and plus any CO2 fill up charge .. and installing was free .. all I needed was pay 100 for permit to the city before they can install anything .. I told them that my CO2 tank from ***** was still 3/4 full so I wont need anything yet till its almost gone . They told me ok let them know .. within a week they came and install everything and told me let them know when my tank was empty they come and fill the tank and that I have to get the permit for them before they can do anything .. 2 weeks has passed and they call and text saying I need to hurry and they coming to fill up the tank . I told them business been slow and my tank is still good .. then they call and told me they coming cus they have a truck en route .. even when I told them I didnt need it yet and they came and uninstalled my tank and fill their anyways .. and I havent pay for the permit yet .. after they fill their tank and told me I have to pay for the permit asap .. so that what I did .. I told them that I wont need monthly fillip up since my business is slow and come every 3-4 months for I will let them know when I need a fill up .. they still came every month and fill up without me knowing and no invoice drop off .. I complained that they charge and fill up was not right . I call my sale *** and he told me he will fix the charges and he never did .. I was afraid of getting late charge so I paid it anyways .. going into the 4 months . I was bill 1000 on an invoice # ******** . I didnt know what it was so I call and ask .. they told me it was for installation charge and drawing .. I told them that I was told that installation is waive . They check and told me they will contact me back and I call back 2 weeks later and they told me they getting fix .. now they told me the charge was legit and I have to pay.. my sale *** told me it supposed to be waived ..

  Business response

  09/18/2024

  Good afternoon,

  Labor versus other charges can be confusing. You were not charged for labor as per your contract. The invoice that is referred to is for paperwork that was needed for the account. I have reached out to management for them to reach out . 

   

  Thank you,

  NuCO2

  Customer response

  09/19/2024

   
  Complaint: 22266628
  
  I am rejecting this response because:

  this is the text message with me and the sales person .. he told me that the charge was a mistake and that they working on crediting it to my account .. There wasnt suppose to be any fee like that .. that invoice was the end of June and we didnt have any service or any technical service at all .. what kind of charge is 1000 .. its ridiculous and a few weeks ago NUCO2 guy came and refill our tank .. we was charge for a full refill and the gauge read a lil bit over 3/4 tank .. I call and talk to the service guy and he told me the gauge was broken he thinks .. which made no sense .. he said he will come and take a look and fix it and its has been the 3 rd weeks already and I see the gauge is moving .. i dont know what kind of business u guys honor but this is no kind of business anyone should receive For the past 3 weeks I cant reach my sales *** anymore and hes not responding my text and my call go straight to voicemail.. this is ridiculous.. His name is **** ******  phone number   ************ .. 
  
  Sincerely,
  
  ***** ****

  Business response

  09/23/2024

  Good afternoon,

  Thank you for the additional information. This has been provided to management along with your complaint for them to reach out. 

   

  Thank you,

  NuCO2

  Customer response

  09/27/2024

   
  Complaint: 22266628
  
  I am rejecting this response because:

  I havent heard any call from NUCO2 trying to resolve this matter .. NUCO2 said I will receive a response from them shortly but I havent heard anything and now there an service interrupting letter The gauge CO2 meter is still not working and no one has come to fix it .. u guys fast at getting  customers money and harassing customers but never want to fix or get things done .. Im requesting for the cancellation of service and not doing business with u guys anymore .. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible service and customer relations from top to bottom. Monitoring equipment failure which we rent from them wasn't fixed for 5 weeks. What happens from a CO2 leak at high levels? Look it up. It puts you in a very unsafe situation. Including Death. People can die from the equipment we rent from them and they take weeks to fix. Hours and hours on the phone. 5 Assurances of callbacks to set up fix. 4 Escalated urgencies after no callbacks. 2 Hangups and no return calls. 2 Managers involved with same results. 3 no show no call appointments to fix equipment. Took a woman from a different jurisdiction to take the reigns and care enough to get things taken care of. We are a single small restaurant in the middle of nowhere. We cant afford there ridiculous charges and fees. Huge unnecessary tank with high rent. $130 monitoring equipment that the charge $60 a month for and don't fix. An unmendable 6 year contract allowing only for changes in there advantage but no changes allowed for us in an ever changing business with highs and lows. Fees go up every year. Monitoring system is $150 but you charge us $90 a month. We really don't think NUCO2 is a good fit for us and with these tactics probably wont be around for long. Prove all this is wrong that Im saying NUCO2. Its all documented. Be a better business and do the right thing. Do the right thing in a time when doing the right thing is vanishing. One customer at a time **********************. This is ******************* and Lounge.

  Business response

  09/06/2024

  Good afternoon,

  Per our system, you were provided with remedies from management last month to help with your costs and monitor complaint. 

   

  Thank you,

  NuCO2

  Customer response

  09/10/2024

   
  Complaint: 22245492
  
  I am rejecting this response because:
  Your system is obviously flaweda very important CO2 monitoring system we rent from you is $150 from many vendors. There is a possiblity of death if it doesnt work and there is a CO2 issue. You charge us $90+dollars a month. Rip off. You never gave us the option to monitor ousrselves from the beginning, you pressured us into your service. Fast forward, it broke and you took five weeks and 10+people including three managers to get it fixed. Now you gave us the option to buy our own and monitor ourselves but it is $1000 for you to literally unplug and remove. After complaining you dropped it to $250. No appologies for 5 weeks of top to bottom idiocracy and leaving us in limbo. We want a renegotiation of equipment and fees. You wont. Your bullies with a contract. 6 years. We would have never used you had we known. We were too new to know. We are small. Cant afford your blind sided fee increases and cant afford to risk our business on a company that is in chaos and doesnt show up to 3 scheduled appointments with no call and no show. That is not satisfactory. You bullied us into over equiping and only do anything to help us when pushed. You also provided a service without our consent. You are spiraling NUCO. You are forgetting about us small restaurants that cant afford your impossible prices. Start now. Show all communication for the public. If you dare. 

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

  Business response

  09/13/2024

  Good afternoon,

  Your request was to negotiate or cancel your contract. We have attempted to negotiate pricing with you including credits. Your contract is considered valid.

   

  Thank you,

  NuCO2

  Customer response

  09/24/2024

   
  Complaint: 22245492
  
  I am rejecting this response because: Everyone that reads this please note the robotic, out of touch, blanket answers they give. This is the norm from bottom up. They get you in a contract, and underperform in the most uncaring and possible way they can all the while taking as much money including raising all pricing across the board without notification or justification. Notice they never addressed the base issue of 5 weeks without CO2 monitoring that we rent from them for $100 a month that they would not fix. Death direct result of too much CO2 by the way. After 3 no shows and several managers got involved even. They failed to live up to any reasonable expectations especially when service is paid for. This is just one of the issues. They offered to come unplug the device for $1000 and I can self monitor. The same device is $125. Their remedy to help me out was to charge $250 to come literally unplug the device and allowed me to sign an opt out option for the monitoring. Not once have they reached out to actually renegotiate the outrageous other equipment fees and over equipped costs. We are a small business and cant afford the out of touch service, overpriced equipment and gas. They even on 2 occasions charged us for 452 and 453 gallons of CO2. Our tank is 400 gallons.

  Do the right thing, one customer at a time NUCO. Renegotiate. This is unaffordable. We cant afford to buy out this 6 year contract. Lets do business together. Dont make this 6 years miserable. Change your course. 
  
  Sincerely,
  *********** ******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed for NUCO2 carbon dioxide installation . We were told there is no contract and we could cancel the service with in 60days notice . we signed two pages and when we signed the contract there was nothing about a 9 yrs contract . But when they emailed us a copy of the contract , it says 9 yrs.Looks like they swapped the first page *** for breaking the contract , they have sent us a bill of ***** , for the remaining unused yrs . Dont know what to do here? Our business is not doing well anyway and we are planning to close too

  Business response

  09/04/2024

  Good morning,

  If you are going out of business, please call NuCO2 and advise that you are Out of Business. 

   

  Thank you,

  NuCO2

• Initial Complaint

  08/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Nuco2 is our company's co2 supplier. We have a weekly co2 delivery schedule, but they haven't come to add co2 for almost 20 days. Now my co2 is empty. I contacted all the members of the company I could contact on Tuesday, from customer service to the CEO, and still no response, no eta and no one came to add co2.

  Business response

  08/27/2024

  Good afternoon,

  Please provide your location's address or your account number so that this can be looked into further.

   

  Thank you,

  NuCO2

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company repeatedly and with flagrant disregard for common sense business practices continues to take advantage and consistently overcharge us with made up fees, undisclosed service charges, and deceptive business practices.In the past 10 months, NUCO2 has: - Installed without our authorization or notice, a gas monitoring system at highly inflated prices, and then billed us for it monthly without ever disclosing they were going to do this, what the charges were, or ever mentioning that such a system was entirely optional and not required. We had them remove it, but they never refunded the monthly charges. - Despite requests on account creation to use e-billing, continued for over 3 months to send paper bills and charged us for each invoice they mailed at a rate of over $5. The company then on a few occasions, would randomly split up an invoice so that two invoices could be mailed for the same service with different line items on each to collect even more invoice service charges. After months of asking, they finally stopped this. - Sent someone to perform a "system inspection" that was never requested or authorized, and was not laid out in our contract. They charged $210 plus tax (?) for this inspection, despite our contract clearly laying out that they bear the burden for maintenance costs on their equipment. To opt out of further inspections, they request that I sign away liability if anything goes wrong with their equipment, which is unfair given we pay them to maintain the equipment already and keep it in working order. At every turn, this company takes advantage of it's customers, knowing that they are locked in to 6+ year contracts with high costs of switching due to hefty installation charges of 4K+. Their policies and behavior are well recorded online with horrible reviews from their customers and someone should do something about it or they will never stop.

  Business response

  08/26/2024

  Good afternoon,

  Please provide you NuCO2 Account number. We are unable to look up your account with the information provided in your complaint.

   

  Thank you,

  NuCO2

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am ****** and I'm the owner of ******************************** DBA Fiesta del ************** in **********, ********. On October 2019, I signed up for CO2 gas services from NUCO2 for a three-year contract through a sales rep. ** agreed I would pay per month $55 for the CO2 tank $8 for the CO2 detection system for central unit & $12 for the CO2 detection sensor & 45 cents per pound of CO2 as needed. My monthly bill was supposed to be $75 plus .45 cents per gallon of gas that I would order as needed. Since 2022 I haven't used the CO2 gas AT ALL, we do not have carbonated beverages or soda for sale at our restaurant but the NUCO2 keeps charging us a fixed every month $156.85? I tried to calling and explained that we want to cancel our account and remove their equipment because it is a hazard to have it there. Most recently 4 days ago I spoke with ******************************* from NUCO2 and explained when I signe up for this service I was told it would be a 3-year contract. I trusted them, but instead they put me on a 9 year contract (which was written in a very small print ) that I never saw because I assumed this is an honest company. I would have never signed a 9-year contract especially with my restaurant lease ending this year, it's just doesn't make sense. Instead of trying to help me, he was extremely rude to me. I am beyond upset with NUCO2 company for being deceptive towards me, for sending me to a 9-year contract when we agreed on a 3-year one, for charging me more and even for CO2 gas I HAD NEVER USE since 2022!! This is outrageous. I need them to cancel my contract immediately . I cannot continue paying for something that I'm not using and contract was supposed to expire in Nov of 2022. I need NUCO2 to stand by their word and CANCEL my account # ******. I'm trying my best to resolve this amicably but if they continue to disregard and ignore me I will have to pursue legal action including requesting a refund for all the past charges if I have to.

  Business response

  08/22/2024

  Good morning,

  As you stated, you signed the 9 year contract. We understand that you say that you thought that it would be a three-year term. But the contract is a valid agreement. 

   

  Thank you,

  NuCO2

  Customer response

  08/26/2024

   
  Complaint: 22170229
  
  After requesting a copy of the contract  I immediately noticed  that this is not a contract that I signed.  Someone  else filled the bottom part on the 2 nd page of this contract and its wasnt me .!!!! The signature its completely different from mine and it was FORGED on this 9 year contract . I only was supposed to sign a 3 year contract , not a 9 year. Now I know whats going on and why NuCO2 is claiming that my contract was a 9 year . You forged my signature  which is a federal crime. I have prove that this is neither my writing or my signature that is on this contract .  ** trying to solve this amicably but If you do not immediately rectify this and cancel my account I will have to contact both Florida and Illinois attorney generals office and file an official complain with them. I will also request compensation including punitive damages for forging my signature and locking me in a 9 year contract  Im the owner of this business and I have proof that the bottom portion of this contract was not filled or signed by me . I have a very specific signature and the signature on the contract is nothing like mine . You must cancel my account immediately because this contract is neither enforcable or legal with a forged signature on it  . 

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

  Business response

  08/27/2024

  Good afternoon,

  This account has been under agreement since 2019 and will be held to the term. Per management, you advised that you signed the contract but did not read it. But we can work with you to address any additional concerns with your account moving forward . 

   

  Thank you ,

  NuCO2

  Customer response

  08/28/2024

   
  Complaint: 22170229
  
  I am rejecting this response because:

  NO, YOU ARE WRONG. I DID NOT SIGN A 9 YEAR CONTRCAT. MY CONTRACT WAS 3 YEARS NOT A 9 YEAR TERM. WHEN I REQUESTED A COPY OF THE CONTRACT A COUPLE OF DAYS AGO THAT'S WHEN I SAW  THAT THE ENTIRE BOTTOM PORTION OF PAGE 2 OF THIS CONTRACT FOR FORGED . THE PAGE NUMBER 2 WAS NOT FILLED OUT OR SIGNED BY ME. THE SIGNATURE ON THE CONTRACT DOESN'T BELONG TO ME, MY SIGNATURE IS COMPLETELY DIFFERENT THAN THE ONE ON THE CONTRACT. I'VE BEEN USING MY SAME SIGNATURE ON ALL MY LEGAL DOCUMENTS FOR THE PAST 30 YEARS I'VE BEEN IN BUSINESS, AND THIS IS NOT MY SIGNATURE. IF YOU PROVIDE ME WITH AN EMAIL ADRESS I CAN SEND YOU LEGAL PROOF OF HOW MY SIGNATURE LOOKS LIKE, I USE IT ON ALL THE CHECKS I SIGN, ON ALL THE AGREEMENTS AND CONTRCATS  AND BY A SIMPLE COMPARISON OF THE 2 SIGNATURES YOU'LL SEE THAT WHOEVER SIGNED THIS CONTRACT WASN'T ME.  MY AGREEMNT WAS FOR 3 YEARS ONLY. I'M STANDING BY WHAT I'M TELLING YOU THAT MY SIGNATURE AND THE ENTIRE PORTION OF MY NAME AND SIGNATURE WAS FORGED. I NEED YOU TO IMMEDIATELY CANCEL THIS ILLEGAL CONTRCAT. I NEVER AGREED TO A 9 YEAR CONTRACT, ESPECIALLY SINCE MY LEASE IS UP FOR EXPIRATION IN DEC THIS YEAR, IT MAKES NO SENCE THAT I WOULD DO THAT. BUT THE MOST SERIOUS OF ALL OF THIS IS COMPLETING THE PAGE 2 ON MY BEHALF, WRITING MY NAME AND FORGING MY SIGNATURE ON THIS CONTRACT AND THAN TRYING TO LOCK ME IN A 9 YEAR ILLEGAL CONTRACT AND AFTER BRINGING MY VALID CONCERN TO NUCO2 MANAGEMENT RECIEEVING A RESPONSE THAT YOU WILL STAND BY THIS ILLEGAL CONTRACT????? YOUR COMPANY CAN GET INTO A BIG LEGAL TROUBLE FOR DOING THIS TYPE OF THINGS AND NOT EVEN TRY TO RECTIFY THIS. BY ALL MEANS IF YOU KEEP IGNORING MY REQUEST YOU WILL LEAVE ME NO CHOICE THAN FILING A COMPLAIN WITH THE ATTORNEY GENERAL  IN ******* WHERE YOUR COMPANY IS LOCATED AS WELL AS ILLINOIS WHERE MINE IS LOCATED . 

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

• Initial Complaint

  08/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the worst company I have ever had to work with and I do not understand how they are still allowed to do business after seeing so many complaints filed about them forging signatures and installing unneeded equipment to hike up charges and take advantage of other businesses for their own profit. I am disgusted by this company and how they can take so much money from people. Please stop them from continuing to scam people out of their hard earned money.

  Business response

  08/22/2024

  Good morning,

  Could you please provide your locations address or NuCO2 account number? Also could you please specify your complaint? Your desired settlement is a billing adjustment, but nothing is mentioned in your complaint about the specific billing issue. 

   

  Thank you,

  NuCO2

  Customer response

  09/05/2024

   
  Complaint: 22158004
  
  I am rejecting this response because:
  Location is **************************************** we are not happy that a leak detector monitor was installed 7 years after having this equipment without our approval and we were charged $500 for this installation. 

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

  Business response

  09/06/2024

  Good afternoon,

  Thank you for the information. Your complaint and account profile has been provided to management for review.

   

  Thank you ,

  NuCO2

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My monthly bill does not reflect what I agreed to in my contract. I am overcharged $51 every month.

  Business response

  08/14/2024

  Good morning,

  We are pulling your account information from what you have provided in the complaint. Your complaint along with your NuCO2 account details will be provided to management for them to reach out. 

  Thank you,

  NuCO2

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩