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:06/26/2025

  Type:Order 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.

  This has been an ongoing issue for almost 2 years. When I first started with NuCO2, my monthly bill for my restaurants was $35. While I was on vacation, a representative from NuCO2 called and stated that they were voluntarily adding a CO2 monitoring service. They did not say to my waitstaff that it was an over $500 installation charge as well as an additional monthly fee. My monthly bill is now over $180. Having two restaurants, that is almost $4,400 per year vs, the $840 I originally aggressed upon. I feel like this should have been explained to me and I should have had the option to end my contract. I realize monthly bills increase annually but its usually only the current rate of inflation. My goal is to end my current contracts or receive financial compensation for the money that has been spent minus the agreed upon rate with an annual inflation rate added on.

  Business Response

  Date: 06/30/2025

  Good afternoon,

  It is noted in the system that we have spoken to you in regards to your account and concerns that you have around the billing. It is said that management is researching your assertions about the monitor and will reach out with a resolution. 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23503320
  
  I am rejecting this response because:  This has been an ongoing issue for too long.  I would like a timeframe as to who and when I can expect to hear from them.  I am a small business owner and this massive cost is hurting my business.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/10/2025

  Good morning,

  It is in the system that you were last emailed today, June 10,2025.

  Thank you,

  NuCO2

   

  Customer Answer

  Date: 07/11/2025

   
  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:06/20/2025

  Type:Customer Service 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.

  They have consistently raised the pricing over and above the amount allowed in the contract. They do not send out notices that the contract will be renewing automatically and then renew you without notice for 6 years and then jack up the price once the renewal takes place. They are now charging 3 times the amount per month then was originally agreed upon and that other CO2 companies have quoted. Their sales *** who has been supposedly trying to negotiate a price reduction for me has now refused to answer my calls or emails for over 6 weeks emailing her 4 times and calling and leaving messages. I have never been treated like this by a company or vendor in my life. This company has had many class actions against them in the past for deceptive practices, price increases beyond contract terms, fraudulent fuel charges, lack of transparency and more. I have email correspondence back and forth with the *** who has now gone silent. I will not pay any more payments till they have the courtesy to respond to my calls and emails

  Business Response

  Date: 06/24/2025

  Good morning,

  It is noted that we spoke with someone about this situation and a resolution was offered. It is also noted that the call was ended before we were provided with a response for said offer. 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 06/24/2025

  This is a lie. They did NOT finish the offer and I have been trying to get in touch with the *** for over 6 weeks.  See attached for the emails back and forth and all the forwards to the ***; that were not responded to. The last communication I had was and email from the ***resentative ***** ***** on May 16th which clearly states that she had to go back to her higher *** to get my changes to the contract proposal approved.   

  It is now June 24th and they have NOT responded to me with approval or denial of the changes or any information or revised contract(s).

  I emailed the *** 4 times:  on May 28th, June 3rd, June 8th and June 20th, all without any response. They are LYING to you. We did NOT have a conversation last... it was done via EMAIL not phone. The initial back and forth in the beginning of May was on the phone, the final negotiations were via the attached email.  
  
  

  Business Response

  Date: 07/02/2025

  Good afternoon,

  We had someone reach out to you again. It is noted that terms were negotiated and that you have resigned with us.

  Thank you for your time,

  NuCO2

• Initial Complaint

  Date:06/13/2025

  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.

  Complaint Summary:NuCO2 installed equipment at my business that consistently malfunctioned. Despite repeated service requests, they failed to send a technician or resolve the issues. Now they are attempting to charge me excessive fees for cancelling the contract a cancellation necessitated by their failure to provide promised service.Complaint Details:I entered into a service agreement with NuCO2 for beverage gas delivery and equipment. From the start, the equipment they installed experienced ongoing problems that impacted my business operations. I repeatedly called for service, and while service tickets were opened, they were closed without resolution no technician was ever sent.After numerous attempts to get support, I was forced to hire an outside technician to fix the equipment myself. NuCO2s lack of responsiveness and failure to meet their contractual obligations left me with no choice but to cancel the *************, they are billing me an exorbitant amount as a cancellation fee despite the fact that their breach of service is what forced me to end the relationship.I am requesting that NuCO2 waive any cancellation charges and formally acknowledge their failure to provide adequate service. I am also requesting removal of any charges or collections related to this dispute, and a refund or credit for any service I paid for but did not receive.

  Business Response

  Date: 06/13/2025

  Good afternoon,

  When we were first contacted about your cancellation request, we did provide you with credits. You worked with our Retention Team in regard to this in March. 

   

  With you deciding to fully cancel after the contract terms are valid 

   

  Thank you,

  NuCO2

  Customer Answer

  Date: 07/02/2025

  Attached is all the times I called in since January, and not a single time did a technician show up to fix my malfunctioning equipment. I was given credits to my account, and then nothing changed. They still never showed up once.They opened tickets, and then closed them without addressing a single issue. I was unable to run my business properly and efficiently due to constantly malfunctioning equipment. I had no other choice but to find another supplier to give me WORKING equipment so I can run my business and stop losing money and product. Every single person from the company was extremely apologetic, and the territory manager told me that he doesn't blame me for cancelling. He would too

  Business Response

  Date: 07/09/2025

  Good morning,

  I show that we serviced your location for equipment issues at least twice in January as well as provided credits. When we spoke with you in May, it is noted that you were intent on cancelling. So per your request your account was closed.

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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 am filling this complaint against NuCO2, LLC for fraudulent sales practices, contract misrepresentation, and deceptive business conduct that has resulted in unauthorized billing and attempted enforcement of undisclosed contract terms. Sales Mispresentation: On or around January 13, 2025, a NuCO2 sales contacted our business regarding beverage gas equipment services for our new restaurant, ****************. The Sales make the following explicit representations: 1. We need to schedule installation immediately despite our restaurant not being open yet.2. NO charges would be applied until we actually began using their service ( when we are open) 3. The arrangement was presented as a standard service agreement. Contract Deception: Sales failed to disclose critical contract terms, including: 1. 9-year initial contract term with automatic renewal ( our lease is only 3 years and we've disclosed this information to him)2. Monthly equipment fees beginning immediately upon installation regardless of actual use 3. Severe cancellation penalties.4. the binding nature of this long-term commitment. Despite explicit assurances that billing would not begin until service use commenced, we received invoice for NuCO2. When we attempted to address this discrepancy, The company claimed we were bound by the 9 year contract terms and subject to substantial cancellations fees.

  Business Response

  Date: 06/16/2025

  Good afternoon,

  When you spoke with management in regard to this, we offered to roll back the billing until you opened. It was noted that you were to review this and respond back. It looks like that offer was declined.

   

  Sincerely,

  NuCo2

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23458102
  
  

  I hereby formally decline NuCO2's insufficient offer to "roll back billing until we open." This offer fails to address the fundamental legal issues and fraudulent practices that form the basis of this complaint.

  Reasons for Rejection:

  1. Contract Invalidity Due to Missing Effective Date**

  The purported contract contains a blank effective date field, rendering it legally unenforceable under basic contract law principles. A contract without an effective date lacks an essential term and demonstrates incomplete contract formation. NuCO2 cannot enforce an invalid contract regardless of any billing adjustments.

   

  2. The Offer Admits Wrongdoing**

  NuCO2's offer to "roll back billing" is an admission that:

  - They began billing contrary to their sales representative's explicit promises

  - Their current billing practices violate their own representations

  - They acknowledge the impropriety of charging before service use

   

  3. Fraudulent Sales Practices Remain Unaddressed

  The offer ignores the core issue: systematic deceptive sales practices including:

  - Misrepresenting contract terms during the sales process

  - Failing to disclose the 9-year binding commitment

  - Concealing severe cancellation penalties ($5,010 threatened)

  - Making verbal promises that directly contradict written contract terms

   

  4. Unconscionable Contract Terms

  Even with billing adjustments, the underlying contract remains unconscionable:

  - 9-year commitment obtained through misrepresentation

  - Automatic renewal clauses never disclosed

  - Excessive cancellation penalties designed to trap consumers

  - High-pressure tactics targeting non-operational businesses

  Our Legal Position:

  Contract Voidability:The contract is void ab initio due to:

  - Missing effective date (essential term)

  - Fraudulent inducement through misrepresentation

  - Unconscionable terms obtained through deception

  - Lack of informed consent to material terms

  No Contractual Obligations: Given the contract's invalidity, we have no legal obligations to NuCO2, including any fees, penalties, or continued relationship.

    Resolution Required:

  We maintain our original demands:

  1. Complete Contract Voidance - Declaration that no valid contract exists

  2. Full Refund - Return of any payments collected under the invalid agreement

  3. No Future Obligations - Written confirmation that no fees, penalties, or obligations apply

  4. Acknowledgment of Wrongdoing - Formal recognition of the deceptive sales practices

  NuCO2's inadequate settlement offer demonstrates their awareness of wrongdoing while attempting to minimize legal consequences. The fundamental issue is not billing timing, but rather the validity of a contract obtained through fraudulent misrepresentation and containing a blank effective date.

  We reject any partial resolution that fails to address the contract's invalidity and NuCO2's deceptive business practices. The company must acknowledge that no valid contractual relationship exists and cease all collection efforts.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/09/2025

  Good morning,

  We have a signed contract on file detailing all terms that are being disputed. Are you stating that you did not read the contract upon signing? Please provide your copy of the contract showing no effective date as that is not what shows in the system.

  The offer did not admit wrongdoing .Again terms were listed in the signed contract.

  Thank you,

  NuCO2

• Initial Complaint

  Date:05/30/2025

  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.

  I am being charged for $1790.36 for equipment that I do not have.I have been a customer for 8 years and pay a monthly tank rental and product charge when my tank is filled.I have paid these bills for the past 7.5 years monthly.I sent a letter in November to not auto renew my contract which terminates at the end of 2025. After they received my certified letter they sent me this ridiculous bill that nobody can explain.I have been contacting their billing and collections departments for 6 months and today I was told they were done talking to me and the Supervisor won't talk to me for an explanation of this bill. Originally they said a third party was hired to install parts but that never happened nor can they tell me who the third party is.I spoke to a CO2 ****************** (locally) who I was told from a NUCO2 employee was the third party they use in ********* and spoke to them .******* ****** is the representative They have no record of doing any third party work at my business on behalf of NUCO2.I have been harassed by NUCO2 for collections and have been told for 6 months they are investigating the origin of this bill.I would like an itemized bill for the so called equipment and fees.

  Business Response

  Date: 06/02/2025

  Good morning,

  To clarify, the amount due is for the installation of, Application processing, and permit fees for your bulk system.

   

  There was email correspondence in regard to this. 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23399107
  
  I am rejecting this response because:

  NUCO2 refuses to provide me with any information regarding this invoice. I have tried to get clarification as I believe it is a mistake as to what equipment they are requesting payment for.

  They have told me they cannot provide the paper trail and its per my contract. I have had their employees visit my restaurant and have confirmed I do not have any equipment besides my tank that I have leased for 7.5 years and paid for monthly.

  They refuse to talk to me and have sent me to collections. I have aggressively tried to resolve this matter and they refuse to assist.

  I don't understand how a company can send you to collections yet refuse to tell you what they are billing you for.

  Now my credit and 16 years with my company is blemished. I am happy to pay any vendor for services rendered but I feel it is my right to get an explanation for what they are billing for.

  I am still in dispute with NUCO2 and would like resolution.

  Thank You Respectfully,

  
  

  **** *******

  Edge of Town Bar & Grille  

  
  
  

  Business Response

  Date: 07/10/2025

  Good afternoon,

  As previously stated, the invoice in question is regarding permitting that was done for your account via third party. It is noted that the reasoning for the invoice was explained as well as your complaint stated that at you reached out to a third party that we use to inquire if the billing was from them. 

   

  Thank you,

  Nuco2

• Initial Complaint

  Date:05/29/2025

  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.

  We have been trying since 2/1/2025 to cancel our account. 2/1/2025 - called and cancelled account 2/27/2025 - sent a certified letter to cancel account. Letter was signed for on 3/7/2025 5/2/2025 - sent and email. We received an email back that they would get back to us, but never did The City of ********** is threatening action against our restaurant because NuCo2 hasn't pick up there equipment. They keep charging us, even thought the equipment is not hooked up, so they are even able to fill the Co2.I have more supporting documents than was sent, but I keep getting an error that no more can be submitted. I don't know how to resize the documents

  Business Response

  Date: 06/02/2025

  Good afternoon,

  Your complaint has been forwarded to management for review.

  Thank you,

  NuCO2

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23393671
  
  I am rejecting this response because:  NuCo2 has responded to our business that it will review our complaint and respond but they don't actually respond.
  
  Sincerely,
  
  Couple Of Brew I *** ********************* (not Actually Current But What Nuco2 Has On Record)

  Business Response

  Date: 06/24/2025

  Good morning,

  We have it noted that we called and spoke with a **** in regard to this cancellation request. It was discussed that our equipment was already displaced by another provider. As this action was taken , We will retrieve our equipment and your account has been cancelled. 

   

  Thank you ,

  NuCO2

• Initial Complaint

  Date:05/29/2025

  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.

  They showed up at our business without prior knowledge and installed an alarm system. The installation is a complete mess and they damaged some of our ceiling tiles and walls, as well as unplugging a device that we use everyday.

  Business Response

  Date: 06/02/2025

  Good morning,

  Please provide your NuCO2 Account number so that this can be looked into further. 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  The business in reference to complaint ID ********, did respond and they corrected the issue.

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

• Initial Complaint

  Date:04/14/2025

  Type:Customer Service 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 own a small business and we signed a contract with NUCO2 in 2022. Our bill is never over $100 per month and since January 2025 we have been charged over $800. When I called (multiple times) to dispute the charges they will only tell you there is a list of items on the back of their invoice thats states can be charged so therefore their charges are legit. They did say that I could opt out of getting charged for those items in the future but no credit will be made to my account. There was one $277 charge they said was for an inspection that they have never done before nor did I request or approve them to do it. I dont even really know if they came to my store. And of course they have the upper hand because they made me set up payment through wire transfer so I rarely look at an actual bill much less read the print on the back side of the bill. They are evil scammers and money hungry to steal from small businesses like they do.

  Business Response

  Date: 04/16/2025

  Good afternoon,

  I see that you recently spoke with someone here about a system inspection. Is that amount what you are disputing? If not, could you please expand on your complaint and advise what billing resolution you are seeking?

   

  Thank you,

  NuCO2

• Initial Complaint

  Date:04/02/2025

  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.

  My business, **********, is a microbrewery with a taproom in ***********, **. When we opened in 2021, we arranged with NuCO2 for the installation CO2 and N2 system, with monthly charges for equipment and a charge for bulk CO2, based on usage. Because of recent NuCO2 price increases, I decided to cancel the Nitrogen part of the NuCO2 system, which is the "XactMix 30 High Pressure System" (CO2/N2 blender) and the "Low Flow XACTN2 Generator." I want to keep the bulk CO2 equipment. When I spoke with the cancellation representative, ****** **********, he told me there would be a $1,000 cancellation fee because we were on a nine-year contract. I told him I did not recall a nine-year contract and would not have signed a nine-year contract. He emailed me the contract. I have never seen it before, and the signature on it is not mine. The title written in in the signature block is "owner," and I would never sign a contract for an LLC as "owner," I always sign as "Managing Member." In the supporting documentation, I am uploading the alleged NuCO2 contract, and another document for an unrelated transaction that shows my actual signature. The NuCO2 representative, ****** **********, offered to "split" the cancellation charge with us, so we would only pay $500. That would have been reasonable if Replay had signed a contract, but because we never agreed to a long-term contract with NuCO2, it is unreasonable and unlawful to charge us anything for cancelling part of our services. ****** disclaimed authority to not assess any charge and also said there was not a legal department I could speak with to dispute the contract. The desired resolution of this complaint is (a) NuCO2 remove the $500 cancellation charge from our account and (b) NuCO2 agree that Replay is not on a long-term contract for this location (just month to month) so that if we wish to change services in the future, we will not have a similar dispute.

  Business Response

  Date: 04/14/2025

  Good afternoon,

  When you spoke with the Retention team, they offered a settlement offer because you were unhappy with the fee. This was management's attempt to resolve the issue.

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23151482
  
  I am rejecting this response because:

  As documented in my complaint, the purported contract between my business and NuCO2 is a fraud that I never signed and that my business never agreed to.   You did not provide any facts to contest this.   When my business, **********, is not contractually or otherwise legally obligated to pay any termination fee to NuCO2, asking us to pay a 50% reduced termination fee does not make a fair or reasonable resolution.  

  Frankly, I am surprised that your company would not be concerned by an obviously forged signature on a contract by one of your employees or agents, and make it "right."  Instead, you want to profit by $500 from this unethical conduct.  

  We have been doing business with NuCo2 for almost four years at the location with this dispute, and over a year at another location.   On the service and technical side of things, the experience has been very positive - we've got urgent fills when needed, we've gotten good service on the equipment when needed.   We're going to be continuing to weigh those positives against the negatives of your promoting unethical business practices when deciding whether continue with ****, use NuCO at new locations, or recommend **** to colleagues in the brewery industry.   I look forward to a more forthright response from NuCO.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/31/2025

  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.

  I signed up for CO2 and nitrogen service through NuCO2 about seven years ago in 2018. In the fine print in the contract, it locks you in so you can't cancel for NINE YEARS. I asked them about it on the day I signed up and was told not to worry about it and they'd let me out if I had to make a change. If that isn't bad enough, they raise my prices indiscriminately every year and I have absolutely no recourse. They now are charging me over $400 a month for CO2. I am a small restaurant in rural **. I do not need this service any longer and they will not let me cancel without paying thousands of dollars. It's a racket and completely dishonest. I can't trash this company enough. It's next to impossible to get in touch with anyone either. The customer service is nonexistent.

  Business Response

  Date: 04/01/2025

  Good afternoon,

  Your complaint and account information has been provided to management for review. They will reach out to you about this. 

   

  Thank you ,

  NuCO2

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23137790
  
  I am rejecting this response because no response was ever issued.  No one has made any effort to contact me.  I will not give this up until this is rectified.  
  
  Sincerely,
  
  *** ***********

  Business Response

  Date: 04/17/2025

  Good morning,

  We have attempted to reach you and have left messages. We will also email you in attempt to rectify this.

   

  Thank you,

  NuCO2