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Complaints & Reviews

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Termination prematurely

I have an office since 3 years with regus india However due to coronavirus my business is finished...

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Inflexibility in Rent Payment date request in view of Corona Virus closed down of office in New York City.

Regus Account# 155670 Invoice# [protected] Payable: March 31, 2020 We requested today our Regu...

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Ignorance of the personal circumstances. — Unethical Behaviour

First of all, I should thank Regus for the facilities they provide. I have always been happy being a member of Regus although I have used my desk for 4 times for the past 12 months. (My Regus Account No: 9566060)

However, now I am not happy how I have been treated in regards my request: On 17th of March 2020 I sent the following message to Regus Local Manager: "Following recently introduced regulations by the Prime Minister B. Johnson, due to my current health condition ( coughing ) I remain home by self isolating myself from now on. Moreover, since it is not safe to be in the workplace these days as recommended by Health professionals - I have to stay at home.

Taking into account the above circumstances I would kindly request you to stop my contract on the 31 March 2020 instead of 30 April 2020 as written in the email below. I can not afford paying for the month (April, 2020) while I won't be working in the office and my business will stop, being self-employed, I don't have any income to support my family during the lockdown period. I will pass the keys to the reception REGUS at One Victoria Sq before the 31.03.2020. "

To this email I received a "No" from the community manager: "Unfortunately at this time, I am unable to get approval for your agreement to end any earlier than 30th April 2020".

Please help me to end this contract 31st of March 2020 which is in fact the last month of my 12 months contract. ( for your information, The 30th April 2020 - came from the auto-renewal of my current contract where I had to cancel the renewal Regus insisted me to pay at least for the first month of the recently auto-renewed contract. )

I kindly request you to cancel my current contract on the 31st of March 2020 and refund the Deposit and the amount I have already been charged for April 2020.

Please help me to sort this matter as soon as possible.

I thank you in advance for your kind assistance.

  • Updated by MShakirov · Mar 26, 2020

    Above request is made due to COVID 19 Outbreak.

  • Regus's response · Mar 26, 2020

    Dear Mirshod,
    I can appreciate that you have unforeseen challenges during this unprecedented time. This is new territory for us all; we want to help and are working on finding solutions.
    If you are experiencing financial difficulties, we will endeavour to provide assistance. We are urgently working on a programme to provide support and will come back to you in the nearest future with more details.
    We’re finalising the process now and will get back to you.
    We wish you and your business the very best during this difficult period, as well as the safety for you and your family.
    Sandra Melody
    Head of Regus Customer Service team

  • Updated by MShakirov · Mar 26, 2020

    Dear Sandra,

    Thank you for your respond.
    I rely on your objective and fair decision in regards with my case and truly hope to get your support in this situation. Please help me with ending the contract on the 31 March 2020 based on my original contract (before April 2020 starts so that I can return keys to the front desk of Regus at 1 Victoria Square, B1 1BD) and help me get my refund and deposit back as soon as possible.

    Once again, I thank you in advance for your assistance and look forward to hearing from you.

Regus verified

Stopped our right to downgraded the contract — regus/spaces stop our right to downgrade the contract

as a contract, we can decide to downgrade the contract, but when I applied, the 30 Moorgate, spaces, EC2R 6DA just said, they can not do this and didn't say when they can. they do not consider client position at all, nor ignore client rights.
they are unprofessional and violate customer rights.
I will not be having any contract with them anymore.
hope to have solved on this.

  • Regus's response · Mar 25, 2020

    Dear Ms. Jiao Li,
    I am sorry to hear of your dissatisfaction. Transparency is key to us and we work hard to ensure full clarity on everything that we do.
    Your request to downgrade your current office agreement was well received and your local team responded to it immediately. Unfortunately the type of office that you wish to downgrade to isnt available in the centre at the moment. We will liaise with your centre team and check possibilities in other centres, with you.
    We do offer flexibility to all our customers. Downgrades and transfers are part of it. However we do expect you to comply with your business commitment and pay all invoices when due.
    Did you know that you can check your agreement, meeting room bookings and other services through your online account? Simply go to our website and log into your account. From there you can also make payments and download your invoices, which helpfully include a summary of the net balance on your account.
    All the best,

    Sandra Melody
    Head of Regus Customer Service team

Regus verified

Lease Refund — Refund due Feb 1.

None recd despite promises via 25+ exchanged emails to reps below. Mark Dixon, Cus Svc, San...

Regus verified

Office Rental

Hi,

I hope you're well and apologies for the out of blue email. I'm a client of Regus at the spaces centre in Park Royal. Our personal dealings with Regus up to this point have been fantastic and I think the facilities provided to us (the clients) are fantastic.

I wanted to bring a concern of mines to your attention.

I was promised a parking space by Sid Mesrati (Area Manager) when we first moved into the centre and this promise has not be fulfilled. I've requested parking a number of times since we first moved into this centre and nothing has happened. (We moved here start of 2018). When I approached Sid refuted my claim and said he does not sell parking as part of office packages although I have emails with him offering an office in Ealing with promise of parking (Again). I now believe this promise was made in order to sell the office fast.

I made a verbal complaint to the previous centre staff here and there was a compromise; I was able to share a parking space with another client (The client kindly agreed at the time however apparently she has since moved on from the centre).

A member of the reception team (Anna) at Spaces Park Royal seems to be prioritising people that she has personal relationships with in the centre. When I sent an email highlighting this she called me "Nasty" (Although I mentioned no names in my initial email) and that she thought me and her had a great personal relationship. I then explained to her that I'm a client and I expect her to treat me as such. She has also confirmed on email that she allows others to use spaces that other clients are paying for if she believes they won't be in that day. This treatment definitely falls short of the high standards I expect from a company like Regus as I'm sure you would agree.

Anna has not been the easiest to deal with and can be quiet rude and boisterous around the centre something that does not bode well if/when bringing our own clients to visit our office.

The solution to the parking situation would be for Anna to stop prioritising clients here who she gets on well with and have a systematic approach to things, also as I've been waiting since 2018 something should definitely be done sooner rather than later. I would also like to recommend that Anna is given extra training in how to deal with paying clients. I look forward to a satisfactory response from you.

Kind Regards,

  • Regus's response · Mar 13, 2020

    Dear Alex,
    My name is Sandra Melody and I am the Head of Spaces Customer Service team.
    I thank you for taking the time to comment, although am sorry to hear of your dissatisfaction. I do extend with all sincerity an apology for your experience. It is through feedback such as yours that we can improve the service that we provide to our customers.
    I take this matter very seriously and have immediately asked your Spaces team’s line manager to investigate as a priority. We are committed to the highest standards of integrity, honesty, openness and professionalism in all our activities; we will ensure the situation is properly investigated and quickly resolved.
    Should there be anything further we can assist you with, then please do not hesitate to contact me directly at [email protected]
    Thank you.

    Sandra Melody
    Head of Regus Customer Service team

Regus verified

Never got deposit back from over 6 months ago!!!!

I have been requesting our return of the deposit after the regus office closed down only a few...

Regus verified

[Resolved] virtual office

Account # 9636358 I was constantly over charged late fees every other month automatically out of my bank account and after being over charged I would receive a phone call saying I owe more than what was already taken out of my account and when I would call back to talk to someone about it they would take 2 to 3 days to return my call... I was told I was being charged late fees because of a missed payment from 5 months earlier even though you have access to my account they charged for the month they said I missed and then tried to charge me 5 months of late fees which didn't make since if you have access to charge my bank account my email my phone number to contact me to resolve the issue instead of waiting 5 months and taking out my monthly payment and then take out late fees when you feel like it... And even after being on the phone with a rep for over a hour to resolve the issue two weeks later the same thing happened all over again... I no longer wish to do business with this company

  • Regus's response · Jan 28, 2020

    Dear Willie,
    We are very sorry to hear that our payment terms have caused confusion. Our aim is to provide all our customers with clear, efficient, yet simple procedures.
    Our invoices are due and payable upon receipt, but no later than the 18th of the month.
    We do understand that it can take some time to organize payment and get it applied to your account, so we ask that you pay them as soon as you receive them.
    We could see that you have recently set up an automated payment method, for which we credited your latest late payment fees. We hope you see in here our willingness to put things right and we thank you for your trust.
    Please remember that you can review all your invoices and payments through your online account (i.e. www.myregus.com).
    We’ll ask a member of our customer service team to contact you and clarify any pending concern.
    Should there be anything further we can assist you with then please do not hesitate to contact us at [email protected]
    Thank you; we appreciate your business.

  • Resolution Statement

    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.

Regus verified

retainer refund of 2 offices couldn't be received.

Hello, I rented 2 office areas (Istanbul, Kurtkoy Aeropark and Istanbul, Altunizade) from Regus, in...

Regus verified

[Resolved] fraud in billing

I cancelled my contract with Regus at this location over a year ago but every few months they bill...

Regus verified

[Resolved] mail forwarding

I have had a corp membership and offices with Regus off and on for years. The service out of the...

Regus verified

[Resolved] incorrect billing, lack of any human taking a call regarding customer service

we have been emailing your helpdesk and asking to talk to anyone in charge of customer service...

Regus verified

[Resolved] suspended account yet still charge me money.

Beware of using their service for the virtual addresses.

Charge me although my Account was suspended.

My account in Regus, I can't find any transaction history.

Previously my account was overcharged, and they did return my "mislook charge back to my account." So I was a little wary and thus looking for a new place to change my address. Now, this issue happened, I think I will not use their services anymore.

I just emailed them about it, will see if I can even get back my refund.

Below are the documents.

suspended account yet still charge me money.
suspended account yet still charge me money.
suspended account yet still charge me money.

  • Regus's response · Dec 27, 2019

    Dear Edward,
    Singapore Digital Marketing’s account is 9955095, which is different to the one you show a $0 balance below.
    The balance of this account is overdue, and we invite you to pay it via the payment reminders sent to [email protected] or via www.myregus.com, using the same email for your login.
    Since some invoices are pending for payment, your account has been handed over to our collectors. We are sorry if this came as a surprise and will therefore ask an agent from our Account Helpdesk to contact you as soon as possible. They will take your through your online account, explain why some invoices are outstanding and help you rectify the situation.
    Please note that we take all possible steps to assist bringing an account up to date before contracting any third party. This includes courtesy emails and several contacts from our internal team.
    Regus takes customer service extremely seriously and we are committed to resolving this matter. Should you have additional information to share, please do not hesitate to contact us at [email protected] We look forward to speaking with you. All the best.

  • Resolution Statement

    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.

Regus verified

internet and phone disconnection

Office number 2946, name of the company IMA consultancy Co . Dear sir I am sending you this big...

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[Resolved] virtual office

We are company in Bulgaria, called zuuumer eood. Around 25.10.2019 we have created account for...

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[Resolved] coworking space

They will rape you off blindly bunch of layers billing you 15 days before the month and will add...

Regus verified

[Resolved] not returning security deposit

We rented an office in New Jersey, Jersey City - Hudson Street thru Regus Group. We moved out of the space in May 2019. I submitted my request to get my security deposit back in April 2019 as per their policy. I have still not received my security deposit back. Regus insists the only way they will return a security deposit is thru ACH. In June 2019, our business bank account was compromised by fraudulent checks and we needed to create a new bank account. I have submitted my new bank account info to Regus multiple times and have called in over a dozen times and I keep getting the run around or excuses as to why we haven't received our security deposit. I open a case with them to review and give me my security deposit back but the case gets closed a few days later without my notification. I may need to turn this over to an attorney to get my $8K security deposit back. I have opened the below cases. I know I have opened more cases than this but started keeping track in the past 3 months.

2296686
C-2506214
C-2506412
C-2608851

  • Regus's response · Dec 06, 2019

    Dear Jeremy,
    We are sorry to hear of your dissatisfaction. We fully understand the importance of receiving prompt payment of retainer refunds, therefore have made this process as smooth as possible for our valued customers.
    Our records indicate that your retainer of $8356 was refunded on September 18, 2019, for account code 8599845, to your bank account ending in xxxx7943.
    We will ask for a proof of payment and provide it to you within the next 48 hours.
    We may also have received incorrect bank data so will investigate the situation for you. We’ll contact you very shortly with an update. Thank you for your patience.

  • Updated by Jeremy123 · Dec 06, 2019

    Hi. Thanks for your response and investigation. You will see that the deposit wasn’t made to the account you listed and was actually made to my old account which ends in 1574 which was then rejected and returned to you because it is a closed account. I know this because my bank calls me every time Regus makes the deposit into my closed accounts. A deposit was also attempted beginning of November to my old account. Regus has had my new bank account info since June but continues to try to return my deposit to my closed account. Any help is appreciated because calling in and opening tickets doesn’t work.

  • Regus's response · Dec 09, 2019

    Hi Jeremy,
    I understand that we have tried to process your retainer refund a few times already and all attempts failed because of invalid bank details.
    Our Account Helpdesk team will contact you for an update within the next 24 hours. Please quote ref. C-2765051-C6S4 if you have any further information to share with [email protected] Thank you.

  • Updated by Jeremy123 · Dec 12, 2019

    We finally received our security deposit back. I’m finally satisfied. Thanks.

  • Resolution Statement

    An executive emailed me and resolved the issue. I received my security deposit back. Thanks.

Regus verified

[Resolved] regus auto-charged my card after cancelling agreement with them

I got a virtual office setup but I didn't like it. I canceled my agreement within 4 days of setup. But I am charged for using 2 months of Service. It's a rampant scam under the disguise of a company. Please stay away from an unprofessional company like this. The shock of bills and shady agreements begins you give them your card which they will charge it at their leisure.

  • Regus's response · Nov 21, 2019

    Dear Mr. Patel,
    We are sorry to receive your feedback and to hear that you are unhappy. You signed a month-to-month agreement with us. This is a very flexible agreement which allows customers to end their services whenever they want to, simply providing a one-month notice in advance. We always ensure that ending a Regus agreement is a fast process which can be easily done simply by logging into your online account and going to the Accounts > End agreement section. We have noticed that you confirmed your termination on 16 November 2019, which means that your mailbox services will end on 31 December 2019. Please note that we offer flexibility to all our customers, but we must know your plans in advance and base our business on signed commitments from our customers.
    Should you require additional information or if there is anything further we can assist you with, then please do not hesitate to contact your Account helpdesk at [email protected] Thank you

  • Resolution Statement

    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.

Regus verified

[Resolved] dishonest practices - sneakily introducing exit charges

2/10/19 After Basepoint was taken over by Regus, a number of dishonest and underhand practices have...

Regus verified

[Resolved] begging to close my account and the help desk is very unprofessional

For the past 2 years, I've been asking Regus to close my account. Regus have blocked my account...

Regus verified

[Resolved] retainer refund

It's been more than 2 months now, but I have not received my deposit retainer back. Regus is a...

Regus verified

virtual office

I got a service suspension letter only 5 days after opening my account and committing to a 1 year...

Regus verified

[Resolved] refund of retainer

I terminated my contract at end of July 2019 and requested my retainer back. I have called on a...

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[Resolved] retainer refund more than 1 year now (still not returned)

It has been more than 12 months now. Yet our retainer still has not returned to us. We have applied...

Regus verified

[Resolved] mislead scam

You inquire about a virtual office. Then you get the marketing team calling you. They say you can try the service and they will cancel ir if you dont want it. Then they say you need to pay the entire year. Then theybsend younlegal letters. Then when youndo try to pay they dont get bsck with the details. Theys end youbmore legal letters. Youbend up paying just to get out of sending an inquiry. Then they got people doing this calling from india. The numbers are overseas from everywhere. Though they say they are global you need to deal with the indians they sign you and screw you. They privately mesdage saying dont worry will handle it. Then disappear.
Misleading and well structured group of crooks.

I pray they smaller start ups offering work space destroy this cheating non consumer friendly devil beast called regus.

mislead scam

  • Regus's response · Aug 29, 2019

    Dear Saif,
    We are sorry to hear of your dissatisfaction, and have asked a senior member of our customer service team to contact you, as a matter of urgency.
    What you describe is extremely regrettable and unfortunate; this is not the way we operate. Please be sure we will investigate and take the necessary actions where needed.
    Your comments come as a surprise though, as your virtual office agreement with us started in February 2019. We look forward to speaking with you and better understanding your concern, which we’ll resolve.
    All the best.
    NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com).

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] wrongful billing

Imagine preparing for a huge meeting then getting a notification from your bank that you had a...

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[Resolved] safety

Dear all, I have been sending numerous emails since last april 2019 asking the respectful team of...

Regus verified

office space

I signed up for a private office space on July 17th. The salesperson answered all of my questions and possible needs with confidence, however I quickly learned it was all smoke and mirrors to get me to sign.

4 major issues:

1. I was informed the internet was fast, it is not. In fact the 10 days I used the office, I had to tether my cell phone to get any work done.
2. I was NOT informed of any 2x month security deposit, merely received an invoice
3. I was assured the volume level of my neighbor would be low, allowing me to record training videos. The reality, I can hear my neighbors full conversation.
4. Issues with the specific space (water stains, chipped desk, trash in the drawers)

On July 24th I submitted my termination. Much to my surprise it was accepted, however all that was cancelled was an auto-renew, which ALSO wasn't explained or even mentioned to me.

On July 26th I contacted the salesperson who got me to sign up. He never responded.

A few days later the Account Retention group contacted me and I explained my issues. She assured me it would be reviewed ASAP and resolved. A week later I had hear nothing, so I called customer service, spoke to a rep and built a case. A week after that no update, so I called and talked to another salesperson. Was transferred to a supervisor who PROMISED me she was looking into it and will call me EOD with an update/resolution.

Almost a full month since I started this hellish ride and i'm no closer to a resolution. I now allegedly have 3 supervisors looking into it. I am going to keep calling daily/hourly as this is completely unprofessional.

DO NOT SIGN WITH REGUS!

  • Regus's response · Aug 16, 2019

    Dear ‘upsetcustomer2019’,
    We are sorry to hear of your experience. Regardless of the issues, we understand how frustrating it can be and apologise if we haven’t provided you with the service that you expect and deserve from Regus.
    We know that a good Internet connection is key to your business; we’d like to check and ensure any technical issue is fixed as a matter of urgency. We’d also like to discuss your other concerns, find alternatives and review your termination request. Unfortunately your post is anonymous, which prevents us from any further investigation and isn’t constructive.
    Could you please email us at [email protected] with your company details, with reference to this online complaint, so we can review the situation immediately? Alternatively, you may provide us with any case reference you received from the helpdesk, if you already contacted them?
    Please understand we are willing to help you.
    Thank you; we look forward to receiving more information.

  • Updated by upsetcustomer2019 · Aug 19, 2019

    Still ongoing, however customer helpdesk seems to be helping move it along . We'll find out this week.

  • Updated by upsetcustomer2019 · Aug 28, 2019

    I have emailed, called, called and called again. Today I learned things changed were denied so i'm stuck in a 6 month contract with no respect from Regus given. POS company!

Regus verified

[Resolved] termination of contract

Can I ask how you cancel a contract from the very first day via My Regus app if there is not one there to use? I have asked so many times and sent emails immediately to cancel a contract.Regus customer services do not provide a conclusion to any questions asked regardless of the clear evidence have provided.

The whole experience, blatant lies, lack of business ethics, integrity has left me absolutely annoyed and ready to contest this issue vigorously.

  • Regus's response · Aug 12, 2019

    Dear Andrew,
    Ending your membership is easy: simply log into your online account and go to the Accounts / End agreement section. Your termination will then be automatically confirmed with an email.
    Notes:
    - Please make sure you are logged under the correct account, which you can check through the Accounts section.
    - Also remember that your agreement will end when its term is over.
    We are sorry if you weren’t aware of this functionality and would be happy to assist you, if needed. However we don't have any account under the name of "Andrew Phillios", so are not able to contact you.
    We will let you check the above points and contact our Account Helpdesk if still needed. Their support details are displayed on your invoice or through the Help section of your online account.
    Best.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] virtual address

I rent out a virtual address at Regus Colombo. I have so far had one of the worst experience ever!...

Regus verified

[Resolved] customer service

This email is far from a complaint but couldn't find another format to specify such. First, I...

Regus verified

[Resolved] unable to resolve bill

Working with Regus has been the most horrific experience. I set up automatic payments when I began my service and after a year of service, unbeknownst to me, I noticed that payments were not automatic any longer. I had a bill of more than $2, 000!!! I discovered that situation and inquired to customer service how to resolve it. Everyone that I spoke to promised to "get back to me." Of course, no one did. Each time I called, I had to explain from the beginning and try to advocate to remove fees and to make payment arrangements. The customer service representative spoke with his supervisor who was "looking into it". Never heard back... On last Friday, I received a court action against my company for the outstanding fees. I am livid!!! This company takes advantage of people and has no customer care or services. AVOID REGUS AT ALL COSTS!!!

  • Regus's response · Jul 19, 2019

    Dear ‘FuriousatRegus’,
    We are sorry to hear of your disappointment. Regardless of the reason, we understand how frustrating it can be and apologize if we did not provide the level of service that you expect or deserve from Regus.
    The situation you describe is annoying, and we’d like to be able to find the root cause. We appreciate you’ve already contacted us, and are sorry if we haven’t provided you with a satisfaction response yet, but this anonymous post will not help us resolve the situation further. Could you please contact us at [email protected] with a reference to this concern, so we can prioritise your case and help?
    Also, did you know that you can check your payment method through your online account (myregus.com), as well as review your invoices, book meeting rooms, add/cancel services and more?
    Thank you; we look forward to assisting you.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] taking 2 months payment for 1 months use, feeling exploited by fine print

Hi,

I took a space in Regus St Martins Tower in Perth. Ref: 9890202

I paid 1 month and then a 2nd month as a deposit. I had planned to use the office for 2 months. After 1 month, my plans changed unexpectedly and I will not longer be in Perth.

As I used the office for 1 month only (slightly less actually) I requested my bond be returned as I would not be there for the 2nd month.

I was told that as my cancellation did not come before the 1st of the month I would be charged for that month and I had to give 30 days notice of cancellation, which would run into the 2nd month so I would also be charged for the second month.

The Regus staff in your facility were helpful when I was there, but I have not had any understanding when trying to seek a reasonable resolution to this.

I did not recall, or see, the conditions of the 1 months notice, and Regus is not down any money, I have used it for 1 month and paid for 1 month. It seems like the company wants to profit at my expense, over some fine print.

I will be back in Perth for a longer period and had planned to hire an office again, so thought some goodwill may have been extended to me, as a customer.

The office was also painted while I was there, although I was informed it was being checked for painting only. The result of this was, the last week or 2 of my time there, it was full of headache inducing paint fumes...which I did not raise as an issue and try to get myself moved.

I would appreciate it if a Regus representative to display some understanding and acknowledge that Regus is not out of pocket, the space is not tied up and return my bond as I had no way of knowing my plans would change.

Regards,
Martin

  • Regus's response · Jul 18, 2019

    Dear Martin,
    We are sorry to hear that you are unhappy. Transparency is key to us and we work hard to ensure full clarity on everything that we do.
    You signed a month-to-month agreement with us, so you could enjoy some flexibility. All business agreements have a notice period before they can be ended. Month-to-month agreement have a 30-day notice period. We are sorry if you weren’t made aware of it beforehand, but this is clearly specified on your agreement, so it shouldn’t come as a surprise.
    We do we offer flexibility to all our customers, but please understand that we have to know your plans in advance, as we base our business on signed commitments from our customers.
    Your current commitment will end on 31 August 2019, as confirmed through your online account.
    We will be happy to answer any additional question, so please do not hesitate to contact your account helpdesk ([email protected]). Support details are displayed on your Regus invoices. Thank you.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] billing

I had the Regus representatives at my office complete my billing and they did not post it correctly...

Regus verified

[Resolved] unable to reconcile payments even after multiple proofs given to them - manyata tech park, bangalore, india

Had taken membership (membership number [protected] ).

First of all enable my account which is disabled on FALSE ALLEGATIONS.

Please find attached the excel sheet view containing my bank statement entries which says no dues from my side. Regus does not see the excel sheet provided by me MULTIPLE TIMES whenever I send to them and and every now and then keeps on sending me reminder to make the payment which were ALREADY PAID by me long back.

For last 2 years this reminder business is going on - to waste my time and your company time.

Account is given for each and every rupee in the excel sheet.Please refer.
resolve asap as i my account keeps getting disabled again and again and my office gets disturbed

Please call me back to hear sad story from me about regus.

thx
Kamal
+91 [protected]

unable to reconcile payments even after multiple proofs given to them - manyata tech park, bangalore, india

  • Regus's response · Jul 02, 2019

    Dear Kamal,
    We are sorry to hear of your dissatisfaction. Lounge memberships should be paid via credit card. We need to investigate further on this exceptional situation, as we usually do not allow bank transfers, which may generate allocation issues.
    Did you know that you can check your invoices and pay quickly and securely through your online account? Simply log in to your myregus.com account and follow the instructions from the Account/Invoices section. You can also easily set up a credit card payment there.
    Still, we have asked a member of our Account Helpdesk team to contact you. Fyi their details are on your invoices; they’re available to help you for any account, billing and payment concern.
    Best regards.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] double debited

They double debited my account for the initial one month rent and two months retainer for the same office before I moved in, l still haven't moved in and now I'm struggling to get my money back, they keep telling me that the money has been reversed and that it will reflect at 12 midnight or 12 midday I've even asked to cancel since it's only been three days from when l spoke to the salesperson but it doesn't seem like that's going to be possible, I'm now thinking l might never get my money back which is just over R86k

  • Updated by Paul Poolo · Jun 27, 2019

    Sorry l ment to complain about Regus management group in South Africa

  • Regus's response · Jul 02, 2019

    Dear Paul,
    We apologise for the situation. Looking at your account, it seems like you signed two different agreements for the same offices and same term. We have asked a member of our Account Helpdesk team to investigate on the situation and contact you with an update. Fyi their details are on your invoices; they’re available to help you for any account, billing and payment concern. We are confident they will resolve the situation for you.
    Did you know that you can check your agreement, meeting room bookings and other services through your online account? Simply go to our website and log into your account. From there you can also check payments and download your invoices, which helpfully include a summary of the net balance on your account.
    All the best.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] wrongful billing way after lease has expired

Regus has been charging me rental way after we vacated the premises. we have sent numerous queries on this with no luck from Regus.

we have now written to the Global CEO Mark Dixon and hopefully we will get a response.
Email to Mark
Dear Mark

I write to you out of utter frustration with your South Africa franchise which is still sending me invoices way after I terminated my lease agreement with them.

I have been trying to get hold of any one at Regus to assist in resolving this matter without any luck and even to this date I still get Regus invoices.

Add to that this account has been referred to a debt collector for money that I do not owe Regus and this puts my credit profile at risk.

Both my lawyers and myself have written to Regus numerous times without a response, we have tried to locate this collection company without any luck.

Please assist.

[protected]@theafricanstorytellersa.com

  • Regus's response · Jul 02, 2019

    Dear Thulisile,
    We are sorry to hear that you are unhappy. Transparency is key to us and we work hard to ensure full clarity on everything that we do. We can see that your agreement ended on 31 Jan 2019 but need to investigate on your account, to understand the situation. A member of our Account Heldpesk team will therefore be in touch very shortly.
    Should you have further details to share, please do not hesitate to contact us at [email protected]
    Thank you. We look forward to discussing this with you.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] retainer refunds

i have been trying to get my retainer refunded since january 2019. i have competed the online form as they request but the format i submit is always wrong. it does not tell you what format to use and no one on the call centre knows. then they sent me a form to fill out manually. i did. everytime i call to follow up the wait on the phone is super long and the people have no answers other than to submit an email to their accounting department in barcelona asking my question. the call centre person gives me a case number and says they will call me back. no one ever calls me back. so the cycle starts again. i have to call in, wait on line, get no answer, ask me to submit a request for refund online again and to try a different format and then the manual form and then i call in again and still nothing. i am starting to think this is intentional and fraudulent.

has anyone successfully gotten their money back?

  • Regus's response · Jun 13, 2019

    Dear adhil2,
    We are sorry if you felt the need to complain online. We’re also disappointed, although surprised, to hear your comments as we fully understand the importance of receiving prompt payment of retainer returns. Surely we have processed your refund if you gave us your bank details.
    We would like to assist you, but your post is anonymous, which prevents us from any investigation. Could you please provide a case reference, which you say you have, or your email address so we can identify your account and check the situation of this refund?
    Alternatively, please email please email us at [email protected] so we can help. Our experienced Account Helpdesk team are always available to provide direct support to all of our customers with payment, billing and account related questions.
    Thank you

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] non compliance of health and safety - regus bbr

1. Fire extinguisher placement and their regular checkup (Safety)
On 15th floor there is only one extinguisher which is empty. (Non-compliance of Safety procedures) Snapshot attached for your reference.

2. Entrance locking system malfunction (Safety)
Since very long its being highlighted but Regus, BBR team just not seems serious to rectify.

3. Washroom exhaust system malfunction (Health)
Since long installed exhausts are not in working condition and due to it an unbearable ambiance surrounds even outside washroom (in corridor).

4. Air Conditioner recurring malfunction issues (Discomfort)
Since May 2018, several times same Aircon got out of order and they take days and week to rectify. We can understand that if that happen on a instance its acceptable but repetitive incident shows some fishiness and need to get it scrutinize.

non compliance of health and safety - regus bbr
non compliance of health and safety - regus bbr

  • Regus's response · Jun 11, 2019

    Dear Aamir,
    Thank you for taking the time to write down your concerns.
    Security, hygiene, health and safety and the maintenance of our facilities are key to us; we can assure you of our highest standards.
    We have an active annual Health & Safety certification process that runs across all our locations globally. This ensures every single centre is signed off to ensure they are maintaining and completing the weekly and monthly H&S checks, as per our global policy.
    We have immediately actioned your comments and are currently investigating with the local team. We will make the relevant enquiries and aim to put matters right. We will also take steps to prevent the situation from happening again.
    You are also welcome to discuss these situations directly with them. Community Managers are in place to help you get the most out of your office environment, your community, and where necessary mediate any conflicting requirements.
    Should there be anything further we can assist you with, then please do not hesitate to contact us at [email protected]
    Thank you for your business.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

Regus verified

[Resolved] retainer / bond refund

Going through the same problem

moved out in March, now its June and we still waiting for the retainer to be paid back! They told me 3 times that it was paid and each time there was some sort of error. Call centre has no idea what is going and on and they just lie about things!

I am not surprised to see that it happens to other people too!! I will take it to NZ Disputer tribunal as i have no further options of getting my money back

So far I had 4 "Confirmed" refund dates 8th of May, 13th of May, 23rd of May and 3rd of June

Please see the screenshots for the proof of comunication

retainer / bond refund
retainer / bond refund
retainer / bond refund

  • Regus's response · Jun 10, 2019

    Dear Andrey,
    We are sorry to hear of your dissatisfaction. We fully understand the importance of receiving prompt payment of retainer refunds, therefore have made this process as smooth as possible for our valued customers, through their Regus online account.
    We do apologise if you’ve experienced any delay; retainers should be refunded within 30 days. You’ve already been contacted by a member of our Account Helpdesk and we’re currently investigating with our bank. This delay could come from incorrect bank details which you previously submitted. We will get back to you with more details within the next 24 hours.
    Should you have any additional information to share, please email us at [email protected]
    Thank you

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.