Regus
reviews and complaints

Hello,

My name is Paige Swanson, and I am a current tenant at Highland Park Regency in suite 601. I am writing this complaint as a formal grievance to terminate my lease ending June 30th, 2023.

On March 30th, 2023, I sent an email titled ending lease to the Regus Highland Park team stating the following, "

"I found an ideal location for a therapy practice in the Bishop Arts District that will allow me to save on rent and partner with a pharmaceutical company. I do not think I pressed the button to renew my lease and would like to move out at the end of my term."

There was no follow up email with instructions on how to terminate the lease. I was then instructed to go and terminate the lease that had the '24 date and not the '23.

I was then directed to ending the lease renewal agreement that was sent to me on March 10, 2023 with the activation of July 1, 2023 to June, 2024. Which was the lease that was being sent to me as a reminder for renewal in my portal. I was sent a confirmation email that I had officially ended the new lease term beginning July 1, 2023 to June, 2024.

However, I was not made aware that even though I had declined to renew another lease with Regus Highland Park that I would still need to go into the portal and decline my current lease(?), after I had already declined the automatic renewal.

In the lease it states,

Screen Shot 2023-06-02 at 4.27.00 PM.png

"If you do not wish for an agreement to renew, then you can cancel it easily with effect from the end date stated in the agreement or at the end of any extension or renewal period by giving us prior notice. Notice must be given through your online account or through the app."

Although, I have given notice that the lease that was sent to me on March 10, 2023 and was formally terminated on March 30, 2023 with documentation stated for 04/02/2023, I am being told that my current lease is being extended for the year ending in 2024.

I was then told, the only way to get out of this lease, a lease I did not sign and was by my accord meant to automatically renew due to me ending the lease starting on July 1, 2023. That I would need to sign a Month to Month lease.

I want termination of the Month to Month contract and the lease that I never renewed and did not sign.

I am very disappointed in my services at Regus Highland Park. I am feeling like this is predatory, unprofessional and the lack of customer service I received during my time at Regus has been incredibly saddening with malicious and non-transparent practices.

Not returning my returner back after claim 4 Months already passed
Hello my account name is Alpha Forex Mauritius with account number [protected]
I am based in Regus Mauritius Port Louis which was perviously at Medine Mews and then they had a location shift to Port Louis downtown at Happy World building.
I was offered the choice to not resume my contract because of the location shift to which I accepted and paid all relative expenses associated to my pervious invoice.

However now I am experiencing two problems
(1) My retainer have been decreased without my notice from a figure to another figure which is beyond my understanding and whoever in charge in Mauritius.
(2) It has been already two months + nearly 3 since I have send my bank details and still no response about a potential date in which I expect to receive my retainer.
(3) I have posted several complaints + I have contact the helpdesk from my Regus application, they keep omitting the retainer refund from the payment for 3 times in a ROW. How can you be so unprofessional. Attached are the proof

Could you please assist?
I remain available by mail at [protected]@gmail.com
Thanks

Through my organization I purchased a virtual office in Amsterdam 8 weeks ago on line through the Regus Website, I received no confirmation of the purchase and yet payment was taken. I had to chase continually to establish what was happening eventually being put in contact with the virtual office manager, he told me that it was sitting with compliance and the address should be available shortly. Despite providing all the required documentation and numerous follow ups and emails, I still have no idea what the status is and why there is no update forthcoming, the office manager tells me it is all out of his control. After 8 weeks I have had enough and would like to cancel my order yet I have received no responses from the the office or anyone at Regus. It's all so frustrating.

I was a customer of Regus Rockdale Australia 2216 from March 2, 2021 to April 30, 2023. I would of still been a regus customer if covid hadn't crippled my business and almost put me and my family on the street. I told the staff at Rockdale that when things pickup again I shall definitely return. Upon checking, I initially had a retainer balance of $3,042. Now when I login to my Regus account it says "This account has no retainer balances". I have tried to contact the Account. [protected]@regus.com for 3 days straight with no reply. I held up my end throughout the entire agreement, I would now like Regus to do the same. I was in Office 222 and my account number is [protected].

I signed a lease in January 2023, with a move in date of April 1st. I notified them prior to moving in that I need to cancel the lease. Regus js now threating to sue, they have an attorney calling and emailing me. I canceled the lease prior to moving in, they are now attempting to collect and sue for a 24 month period which is 48k according to them.

The UK Competition and Markets Authority is reviewing Regus' practices - please come forward

The UK Competition and Markets Authority is reviewing Regus' terms and conditions and unfair trading practices following my complaint. The reference number is CMA230412. If you are also subject to Regus' unlawful practices and suffer harm, please contact the CMA directly at [general.enquiries at cma.gov.uk] and cite this reference number.

***

Regus' conduct and call for further evidence:

IWG plc, trading as Regus, provides serviced office space to consumers and businesses across the UK.

• Regus breaches consumer protection laws by imposing unfair contract terms on consumers and small businesses

• Regus is dominant in the provision of serviced office space in significant parts of the UK (as previously found by the UK Competition and Markets Authority in Regus/Avanta where the CMA ordered Regus to unwind part of its acquisition) and abuses that dominance by imposing unfair trading conditions on its customers

Among other things, Regus unlawfully claims the ability to unilaterally change the terms of the contract with customers and in fact purported to do so. For example, in April/May 2023, Regus sought to unilaterally change its terms and conditions to impose a "payment retainer" on customers that refuse to grant Regus ongoing banking authority. The terms and conditions are expressly incorporated into the contract and it is plainly unlawful for Regus to try to retrospectively change the terms of the contract with customers that signed prior to April/May 2023.

Other conduct that the CMA will also be interested in includes:

1. Imposition of charges that are not agreed

2. Significant delays in returning charges that have not been agreed following a complaint

3. Misrepresentation of the amenities, billing arrangements, and charges

4. Poor service standards

In addition to the regulatory action, a number of plaintiff law firms and litigation funders are considering possible actions (including possible class actions on an opt-out basis under section 47B of the Competition Act 1998) against Regus. Any information that customers can provide to the CMA to aid regulatory actions would maximise the chances of success of any follow-on private actions.

We understand that Regus has also faced a large number of litigation in the United States concerning similar conduct, including by large corporate customers. The information from such prior litigation will be of significant value to the planned actions against Regus.

There has not been a resolution to this issue. You guys have fraundently opened an account in my name. Now I've received a collection for 3500. I never authorized Regus to open an account, and i asked for an amendment to my original account. I will be retaining an attorney and reporting this business to the OAG for fraud if this is not resolved. I've also filed a police report for fraud. Please advise.

Regarding bath road regus, slough a cleaner by the name [edited] is not following proper cleaning procedure. Firstly she is using red cloths to clean office area, secondly. Whenever she enters the offices she does a visual check instead of wiping the tables or hoovering, thirdly she uses a blue chemical spray that is too strdong and I have suffered from chesty coughs. On top of that she comes too early for her shift in the evening at 16.00.

I signed up for a contract of $47 / month back in late November to start in December under my company at the 260 Madison Avenue address. The rep [edited] set up my account for a 2 year contract even though I was very clear that my contract should be for one year. He fixed the contract and then he says he overrode the original incorrect contract with the new one. Well, 3 months later I received a bill for both contracts for over $500 usd. I've tried to resolve the issue but the area manager was unable to get the accounting department to fix it. He sent me a link to make a payment for the correct amount which should have amounted to $216usd but because I have a canadian bank account, I couldn't make the payment via ach. I asked him to adjust my online billing account so that I can just make a credit card payment for the correct amount. 5 months later, this adjustment still has not been made and the billing department has now sent my account to collections. Customer support is useless. I provided all the details but the nothing was resolved. I received irrelevant information back,. You can't even reply back to any of their emails when a ticket is created. It is a one way conversation. You can't call them. They create a ticket that will take days up to even a week for a response. Regus customer service and billing department are completely incompetent. Do not rent an office here or at any regus offices. This company has extremely poor customer support and accounting procedures. If you have any issues, they will send you to links that go no where! You can not get a hold of anyone. If you have issues, their online support sends you to options that don't address your issue. Then, when you click it, it links to the home page with no information and no help.

Regus Office sends their customers in circles > online does not address all the issues > if you click any of the problem issues listed > the link just sends you back to the sales page. They are good with getting the sale, but terrible at retaining their customers and providing good support. Check the over 14,000 reviews on trustpilot before considering them. They have a poor score and mostly about the same issue as i've described above.

HI,

I had my car bumped and dented in the car park in Bristol Aztec West. i am currently renting a large office space with Accomplish Group at the location and also in Swindon.

The receptionist staff were able to find the cctv footage of this happening and i sought authorisation from the police and my insurance company to gain the footage for my insurance claim.

This consent was sent over top the Regus group back in February and my insurance company are still yet to receive this footage.

It is very frustrating that the lovely receptionist staff have chased this so many tines for me and they advise that they are still waiting to find someone to authorise the release of the footage from higher management at Regus.

The whole idea of having cctv in the car park is to monitor and protect those that use it and this seems pointless when you are unable to gain support with an issue when it arises.

I would appreciate a response in the next 48 hours as to why it has taken almost 4 months to gain some footage even after authorisation. My insurance are unable to resolve my claim until this footage is received

I changed my contract from an office space to a virtual office. The physical office space had not been used for over a year. The original contract had been automatically renewed even after I had made it clear that I wanted it cancelled. Monies were taken from my account even though no renovation was needed. When I raised this as a complaint I was told to check my contract. I had lost my ID documents at the time of the transfer to a virtual office. I was told ID documents are not required for AML purposes when a physical office space is rented, but they are required for a virtual office. In spite of the AML regulations, and being told my account is suspended (so that no services should be being provided) the monies are continually being taken from my account. I have tried to find out what services if any are being provided and complained that they are breaking the law by taking money in breach of the AML regulations. I do not get any responses and I am very frustrated. Firstly unfair contract terms should preclude the taking of monies for office renovation that they agree has not taken place. Secondly the HMRC should be investigating why they are taking monies from customers without verifying their identity. Thirdly they should respond to customer complaints. These are all live complaints.

I am writing to express my deep dissatisfaction and concern regarding the handling of my account setup and the subsequent unauthorized charges on my credit card. I had originally requested my virtual office account to be set up in the state of Alabama, but to my dismay, it was created for the state of Louisiana instead. This incorrect setup has caused significant inconvenience and has disrupted my business operations.

Furthermore, despite my repeated attempts to resolve this issue by contacting your customer service representatives, I have not been successful in canceling my account. This has resulted in ongoing charges on my credit card for a substantial amount of money, which I consider both unwarranted and fraudulent. It is worth noting that I have not signed any documentation to validate these transactions, which raises serious concerns about the integrity and transparency of your business practices.

I request an immediate closure of my account, effective as of the date of this complaint. Additionally, I demand a prompt refund of all unauthorized charges that have been made to my credit card. It is imperative that this matter is resolved swiftly, as the prolonged continuation of these charges is causing significant financial strain and frustration.

I expect a formal acknowledgement of this complaint within five business days of receiving this letter, along with a detailed plan of action outlining how you intend to address the situation. Furthermore, I insist on regular updates regarding the progress of resolving this matter until it is fully resolved to my satisfaction.

Please be advised that should this matter remain unresolved, I will have no choice but to escalate my complaint to the appropriate regulatory authorities and pursue legal action to protect my rights as a consumer.

I trust that Regus Corporate Virtual Office values its customers and takes matters of customer satisfaction and fair business practices seriously. I hope for a prompt and satisfactory resolution to this issue, thereby restoring my faith in your company.

Thank you for your immediate attention to this matter.

Subject: Complaint Regarding Unauthorized Charges and Harassment by Creditors

Ref: Virtual Office-[protected] 17/01/2021

Dear [edited],

Hello and thank you for the replay. I hope this letter finds you well. I am writing to express my deep concern and frustration regarding the ongoing situation with your company, specifically related to the virtual office services provided by Virtual Office-[protected] since 17/01/2021. I want to clarify that I have never utilized your virtual address service before, and despite initial discussions, I did not proceed with the agreement and I never give my direct debit details due to unresolved issues with the contract terms. I have made multiple attempts to resolve this matter, yet I continue to receive threatening letters from a debt collection company, which is causing significant distress and amounts to harassment. I insist that you rectify this situation immediately to avoid further legal action and to seek compensation for the disturbance caused.

On the aforementioned date, I agreed to purchase a monthly business virtual address rental during a phone conversation with one of your agents. However, upon receiving the email agreement, I was unable to read the email content without clicking "Agree." Unfortunately, upon clicking the agreement, I discovered hidden contract terms that I did not agree with. Consequently, I did not provide my card information or proceed with the agreement. I presumed that the agreement had been cancelled because I never used your virtual address service, nor did I sign any contract.

Approximately a month later, I unexpectedly received an invoice for amounts that I did not agree to. According to your company, I allegedly agreed to a two-year commitment during the phone conversation. However, within two hours of receiving the invoice, I promptly contacted your company via email and phone to inform you that I did not agree with the terms of the agreement and that I had never signed a contract. The agent I spoke with was understanding and agreed to cancel my request.

To my dismay, despite the cancellation agreement, I am still receiving letters from a debt collection company threatening legal action. This situation is not only distressing but also constitutes harassment by creditors. I want to emphasize the following key points:

Lack of Agreement: I have never signed a contract with your company, and I have not provided my identification or real name. All you have on record is my email address and physical address.

Prompt Cancellation: I immediately contacted your company within hours of receiving the invoice, clearly stating my disagreement with the agreement terms and requesting cancellation. The agent I spoke with acknowledged my request and assured me that it would be cancelled.

Unjustified Debt Collection: The continued pursuit of this alleged debt by a third-party debt collection company is entirely unwarranted and constitutes harassment. I have made every effort to resolve this matter amicably with your company.

In light of the aforementioned points, I demand the following actions to be taken immediately:

Cease Debt Collection Efforts: Instruct the debt collection company to cease all further attempts to collect this disputed debt. Any additional contact or harassment from the debt collection company will be considered a violation of my rights, and I will pursue legal action accordingly.

Confirmation of Cancellation: Provide written confirmation that the agreement has been cancelled and that I am not liable for any charges related to the alleged debt.

Kind Regards

Luc Abdall

Regus provided a Coffee Machine. It was neat, very unobtrusive and took credit cards. It charged reasonable costs, not cheap but reasonable and even did the Espresso. It was there and it was used, maybe sparsely... it had purpose. It is part of Regus offerings.

Regus sent vouchers of freebies so a free coffee was sometimes given. QR codes were shown as modern care. Regus adverts on noticeboards showed off freebies of this coffee machine. Emails were sent showing off the coffee machine and freebies. Then they hired [edited] and she got rid of the Coffee Machine... all against Regus UK offerings... [edited] did this... the kitchen does sometimes have teabags and sugar but nearly never. Awful. How can this happen?

[edited] did this... no one touched that machine until her arrival and her subsequent brutal removal of this essential equipment.

We have rented from Regus for three years and have numerous problems with them (see below). Enough is enough. We are lining up litigation funders and plaintiff law firms to bring claims under consumer protection and antitrust laws against Regus in the U.K. (and given the strength of the complaints by others, potentially also the US).

If you have encountered the following issues with Regus, please contact me (John Kwan). I am an antitrust lawyer and have a public profile (John. [protected]@10be5.com):

1. Unilateral attempt to change contractual terms/claiming to have a unilateral right to change contractual terms
2. Imposition of charges that are not agreed
3. Significant delays in returning charges that have not been agreed following a complaint
4. Misrepresentation of the amenities, billing arrangements, and charges
5. Poor service standards

Virtual Office-[protected] 17/01/2021 never use it before, I agreed to purchase a monthly business virtual address rental but when we were completing the agreement over the phone with one of there agent, I was sent an email agreement which I cant read the email content unless I click agree. and when I click agree to read the agreement there were an issues with Hidden Contract Terms so I did not input my card information and I did not go ahead with this company. I presumed that agreement was cancelled because I have never used there virtual address. but a month after, I received an invoice for amounts that I did not agree with and apparently they said I agreed to 2 year commitment over the phone. which I have had In less than 2 hours, I emailed and called them to cancel because I do not agree with the agreement term and I have never signed the contract and the agent was very helpful, they agree to cancel my request and apparently I still get letters from debit collector company threatened me my file will be progressed to there legal team. This will incur additional costs, which will be entirely at my expense.

I Never used there service Address and I had not signed anything and they don't have my ID or my real name, all they have is my email and address.

I have sent a couple of Complain about this matter and I have report company for breaking the law and committing Harassment by creditors.

Thank you

Kind regards

L Abdali

On May 2, I agreed to purchase a monthly business address rental but when we were completing the agreement, there were tech issues so I was not able to input my card information. I presumed that agreement was not successful but the day after, I received an invoice for amounts that I did not agree with and apparently I agreed to 1 year commitment. In less than 24 hours, I emailed and called them to cancel because I do not agree with the bill and the agent was not truthful, they declined my request and apparently, there is no way out and threatened me that they will send my account to collections. This company is beyond appaling.

The below email is in response to my latest request for an update on my retainer refund past due. My retainer request was made in February 2023 and end of agreement March 31, 2023.
Please provide an explanation for the delay.

Regus Response:
Thank you for contacting us. Your query has been received and assigned case number C-9777673-X0F3. If you wish to provide additional details, please reply to this email. We shall get back to you as soon as possible. Did you know that the answer to many questions can be found in your online account? Simply visit our website, login and you can:

Review, download and pay invoices
View your statement of account
Set up or amend your payment method
End your agreement
Request your retainer return
Book meeting rooms and day offices
Find thousands of locations worldwide
Manage your company and contact details
Use our Help section for further information

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