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I rented a small unit from Regus from Feb - July this year. All invoices were paid on time and I left the contract within the notice period.
I left my contract with Regus on good terms in July and fulfilled all contractual requirements, including paying a mandatory restoration fee and returning the key as soon as possible. I filled in the form to receive my retainer and provided my local bank account information for ease of transfer.
I have not received my retainer to date and nobody in Regus is giving me a date on when I should expect to receive it. I have only received vague and general information regarding the payment. The retainer was supposed to be refunded a few weeks ago per our contract and I am getting worried that my tickets are being ignored.
I am very disappointed with Regus as I have fulfilled all obligations on my side of the contract, yet I am having to email daily to get information about the retainer. This should be very straightforward, but I feel like I am having to fight to get my own money back.
My Regus account number is [protected].
Desired outcome: Please pay the retainer balance ASAP
Update 23/09/2023
Issue remains unresolved. A polite member of the Regus team reached out to me but my refund has still not been processed and nobody will tell me when I should expect to see it or why this is happening. The local Regus team has ignored my emails the last few days. It is extremely confusing to me as I received an email regarding ticket [protected] that my refund had been processed, but I do not believe this to be factual as I am still left with no refund. There are multiple people working on my issue but I am no closer to receiving the funds owed to me.
I would like to highlight that Regus only reached out to me with a non-generic response after posting this review online. I received an acknowledgment of my ticket on 13/09, I asked for an update on 15/09 and only got a response on 21/09 after this review was posted.
I am still very unhappy with the service and would ask the team who reviews these complaints to reach out to me and give me a date of expected payment and a reason as to why this has happened. I feel it is very unfair that my refund is now 23 days overdue.
I feel that it is important to note that I have wasted a lot of time on dealing with issues with Regus throughout my contract. I felt that professionalism was lacking throughout my lease. My onboarding was not done correctly as I received an email on 15 May stating that I needed to send documents proving my address and identity, which is strange given that I was midway through my contract. My invoicing details were also incorrectly processed and I had to be issued several credit notes to amend the mistake made by Regus when I started the contract.
Throughout this contract, I have wasted a lot of time. I would really like someone from the Regus team to just confirm the payment date and let it be done as I want nothing to do this company after this refund is paid. I feel completely in the dark and just want it sorted.
I have a refund outstanding for more than 15 months from Regus in Nairobi Delta Corner, it seems the only way is to go LEGAL on them as even the CEO doesnt respond his email
Michelle, Can you look into my case now or should I post a separate complaint?
I am having the same experience with Spaces in Baton Rouge, LA.
It is a bit unfair - If you are late with your payment to Regus, there are penalties imposed. When you are owed money by them, they can pay you late with no ramifications.
I need this money quite urgently, and nobody can give me a date telling me when it will be paid. I am getting a copy + paste answers.
I am quite shocked that my Center Team is telling me that the matter is out of their hands, although I have not had a reply to any of the “tickets” they submit. It seems they should share the responsibility of fulfilling the terms of the service agreement in which the retainer should have been returned within 30 days. I have placed calls to the “Help Desk” but always get a message that it is closed.