[Resolved] Regus — hidden renewal clauses and misleading info by reps
Good morning. I've read what happened to jeff in the us and I am sad to say that the same situation is happening to me right now in buenos aires, argentina. The hidden 3 month virtual office fee/contract renewal that, after the 12 month contract i've signed, regus try to charge me. Nobody seems to take over my complaint that started as soon as I received the invoice but the one who answered, did that in a rude way and by email (I don't know where she is or who she is). The gm who sold me the 12 month package is in the office all the time and say nothing about this even when I copied him in my several emails. Someone from somewhere answer my emails in a rude way saying that I have to paid what i've signed (In fact the contract is not clear whatsoever about this) however that's not the point because I stated very cleary that my commintment was for a campus office for 12 month.in fact i've got a rate for a 12 month package not a 15 month package with another kind of product I never was intesrested in. What surprirsed me is that the modus operandis is being exactly as it is stated by jeff in this board and exactly as happened in many places according to intentet so, now, I think is not missmanagement here but an organized way to collect money and, of course, get rid of the clients for good.
The botton line is that since january 6th when this nightmare started I try to go to the office as less as possible due the bad atmosphere and because I do not know what they are capable of so, I do not want to face an awful moment.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
GabrielGonz's Response, Feb 10, 2011
Sorry to hear that there are some problems. Would you like me to put you in contact with a senior customer service representative? If so, could you please provide me with the following details: Name/Company Name/Location of Centre.
You can send these details directly to me at the following email address:
Group Social Media Executive
Regus Group Customer Care's Response, Apr 16, 2018
We are sorry to read your feedback and apologise for any confusion which may have been caused.
Transparency is key to us so we would always make sure that any concern has been clarified before signature and payment.
Also, please note that your MyRegus portal (www.myregus.com) allows you to review your agreement, check and amend your services at any time.
However, we would be happy to investigate the situation for you and clarify any pending concern. In order to assist you further, please can you email us at customer.[protected]@regus.com with your company name and details?
We appreciate your business; thank you.
Regus Group Customer Care's Response, Jul 12, 2019
We are sorry to read that you are unhappy. We take renewals very seriously and great care in communicating how the process works. Furthermore, it’s our goal to make this an efficient yet very simple process for all our customers.
Prior to any renewal, our customers receive courtesy reminder emails, ensuring you are kept informed at all times and never taken by surprise. These emails (which you received on 14 and 23 November 2018) provide several options on price, term, and the possibility to end the agreement if required.
Once your agreement has renewed, we will confirm it but if anything isn’t to your satisfaction, we will still offer additional options if we hear from you quickly after the event.
We are sorry if you couldn’t review these emails. We send them to the address we have on file, which is the same that you use to log into MyRegus. It is always worth checking if your contact details are up to date in your online account, where you can check the status of your services at any time. You also have the option to amend or end your agreement there.
Should you require additional information or if there is anything further we can assist you with, then please do not hesitate to contact us at account.[protected]@regus.com.
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