Regus
reviews and complaints

Good morning,

I am contacting you from company who is hiring office 325 on 16 Woburn Place WC1H 0AF (Euston, London).

I want to complain about cleaning services as our office hasn't been hoovered from day 1 and we are renting this office from 1.08.

Also on corridors there is lot of dirt on the floor.

I contacted my director Sheriff and he said we are paying for cleaning services.

Can you also tell me if cleaners empty the bin inside the office containing only paper?

Kind regards,

Julia Majka-Bessas

Caresify UK ltd

Upon signing an agreement to rent an office space for a given amount plus a retainer for that amount as well paid up front I received access to the office. I canceled immediately as instructed by office management due to the fact I had to give 30 days and only needed the office for 30 days. upon checking out just 3 weeks later I was informed that HIDDEN in the house rules which were received after I would owe another $280 for office restoration fees. Unacceptable! First it was not agreed upon secondly the office was not restored when I moved in. Nail holes in the wall. It was literally a box room with a desk and bad art. I was informed if I did not pay this fee it would be sent to collections. Keep in mind they still have my monthly rent retainer. I was planning to use regus again in other cities but now hoping to join or create a new class action suit against this unethical company.

My company paid for a temporary office in Brussels for one month September 2022 and gave immediate notice as required. Regus charged to our credit card 1 month and 1 month deposit. We then get asked to pass verification checks and as we are based in the USA could not satisfy their requirements we were told we could not move in until the requirements were met, therefore, we cancelled the temporary contract and requested a refund as we could not move in. The Regus representative said they had escalated the issue (do not know what this means) Time passed I kept chasing and I kept being told the issue had escalated. I was told a manager from the Brussels office where we had rented the temporary space would call me. I have had no call. Now Regus have taken another months charge off of our credit card even though they said they had deleted the credit card details.

On 03/09/2022 we purchased the Virtual Office Services on a one year basis.

We were asked to enter a credit card, which we did.

We were asked to authorized an initial payment of 241 SGD which we did.

Credit card is given for automatic payment purpose.

On 05/09/22 we receive an email with an invoice attached and it said paid.

First invoice was for the one for setup fee and pro rata September days which we would expect corresponds to the payment of 241 SGD we authorised.

However the amount was 300.27 SGD.

We then receive another email stating that it wasn't paid.

Nor 241 SGD or 300.27 SGD was indeed deducted.

The second invoice for monthly fees of October was then deducted from our card. So payment by card works.

REGUS has not been able to tell us to what corresponds the 241 SGD we authorised and why the amount stated on the invoice is different.

We asked to terminate the agreement to avoid these messy accounting problems. REGUS told us that it was not possible and that payment for 12 months was imposed. However they never mention anything about early termination of contract in their terms and conditions, interpreting it as all due. This is for the least an unfair commercial practice that has the merit to be spread to the public. REGUS is in the business of deceiving their clients to my opinion. If you apply such unfair rules, it should be clearly stated when you book online.

Dear Sir/Madam,

In March 2022, I was told that I have late penalty charges as I have not paid my monthly charge. My monthly charge was also increased to GBP 226.80 in February at renewal. I raised a dispute in April 2022, and informed that first, I want to change location (London Berkerley Sq) and second, I was not informed about the change of price and renewal. However, with further dig in, I did realize I received email in Feb 2022 informing me of the renewal and price. I therefore accepted this change, however, requested to inform me how to change location of the place. I also raised a complained to request waiver of the penalty fees in April 2022.

However, I received no response regarding change of location from the center. I kept emailing them to provide me the process, but failed to receive any response. In May 2022, I received email from Debt Department that services have been suspended and requested me to pay total amount. I informed them that I am awaiting response, and there is a dispute raised. Subsequently, I received no response from the office until end of June and July, when I had to contact them myself to have a follow up. Finally, we spoke but the customer service did not speak to me in a polite manner when I asked about the penalty charges and the delay in getting back to me. They gave me no reason as to why was there a delay in getting back to me.

As a result, I did not set a direct debit and made manual payments. I received invoices for each month at the end of the month that states ' due by 15th' of each month. For example, if I receive invoice on 31st July 2022, it will state that the due date is on the 15th August 2022. I have made all payments before the due date, but I have been charged late penalty fees every month. I have explained this to the accounts and customer service, however, they are not responding and not giving me any reasons for the late penalty charges. As soon as an invoice is issued, I am being charged a late penalty fees. This is misleading and by wrong means, increasing my liability to the company. For example:

Invoice on 31/05/2022 was paid on 10/06/2022

Invoice on 30/06/2022 was paid on 05/07/2022

Invoice on 31/07/2022 was paid on 15/08/2022

Invoice on 31/08/2022 was paid on 12/09/2022

But for each month, there is a late penalty charge of GBP 71.80. Each invoice states due date by 15th. I would request to cancel these late penalties as each invoice is being paid on time. There are five of these in total totaling to GBP 381.22.

Furthermore, as a result of a very poor customer service and also non-deliverance of letters to myself, I have terminated the contract. The termination date is March 2023. This is unacceptable as I was told when signing the contract that there is a usual period of 2 months after termination. I would like this matter to be resolved asap and demand an apology.

Dear,

I am performing as the director of SRT Legal Consultancy and we have referred our clients many times to Regus. But almost every time we face problems, especially after the contract is signed.

The recent one is about a client of ours who has a very significant investment project in Antwerp. So, we set up a company for the client and trusted in Regus for the registered address. But here is today's mail of our client,sent to Berchem office:

"Hello,

We have some problems regarding the invoice.

There is still no VAT number on the invoices.

You charged an additional deposit which needs to be cancelled!

Please get back to us as soon as possible.

There is no support from your team!"

As you see the client has complaints alredy from the beginning.

When Mr.Karl Hans, our contact at Regus, had mentioned that an additional deposit would be charged if the client does not set a payment order in the system, I had informed my client back in August, and he set the monthly automatic order immediately,even before the due date of the first invoice. Despite that, an additional amount has still been charged!

A similar thing happened before with another client of ours; an additional monthly coffee and tea costs were charged by Regus although the client did not request it and he actually does not even live in Belgium. What if we did not realise it? It would keep on charging. We had to call several times to have it cancelled at the end. The same happened for extra (duplicate) invoices,even duplicate contracts as well (with Mr.Niels,from Regus team).

So it seems to be a routine act of Regus to charge extra amounts out of the blue. But it is not ethical nor lawful, is it?

Indeed, it is very upsetting that Regus stops assistance as soon as a contract is made. I'll start the necessary actions unless I hear from you or any of your colleagues authorized in this matter.

I do hope to see and hear a solution and even more, maybe a gesture to our client, to overcome this upsetting situation. We also find ourselves in a difficult situation to our clients.

Kind regards

Sukran Unal, Founding Director

SRT Legal Consultancy

+[protected]

[protected]@srtconsultant.com

Around July 2022, I requested Regus to review the terms of my contract by stepping down my package due to medical bills as I was not in a position to work and therefore utilize my package as I had done before.

I was hopeful that the issue could be resolved amicably. Instead, the team on the ground informed me that they had policies and that a contract could not be changed midway even where there are mitigating factors. I was still hopeful and I thought the next best thing would be to chat with the global/area accounts manager. I requested the local staff to put me in touch with the accounts head and they were very cagey. In fact, they told me that even if I was incapacitated-they would still claim funds and it was better if I was dead that way they didn’t have to claim funds.

I still went ahead and wrote to regus, unfortunately, the response was from the local team again reiterating the above. At this point, they shared a terms and conditions policy - which I had not seen and they told me that their terms were fixed. I was further informed that while they were at liberty to bill me until the end of the agreement and I was not at liberty to access the facilities. I wondered why I had to continue paying for services that were no longer being offered. Why do they feel that they could terminate an agreement but I was not at liberty to do so and that their preferred position is unless I am dead, Regus would continue bullying me?

I believe that Regus runs unfair business practices and is a bully! The team on the ground is not empowered to resolve any issue, which I believe is intentional. They should be stopped!

I hired an offce space at the George Street offices in Edinburgh from 01/08 August -01/09 September, I have just been informed that I am required to pay £112 to clean my office.

I was not made aware of this when I accepted the contract nor the amount, the office was tiny.

I hired the office for 1 month, I caused no damage and would have hoovered and sanitised the space myself had I been aware that it would cost me this.

I have been assessed a $4/sq foot "office restoration charge" as I moved from one office to a different office on the same floor. I was in the office for 10 years. I was the original tenant in the office. It all that time, Regus never offered to repaint the walls, clean the carpet, or anything else. Fine. I didn't need it done because I took excellent care of the office. When I moved out, I took photos of all the walls and the carpet. I also took a video. It shows what EXCELLENT condition the office was left in.

The original contract I signed with Regus was modified by email clarifying all terms prior to signing by a Regus employee specifically stating the restoration fee would be $2/sq ft. I kept the email. That's a tip for anyone considering doing business with Regus or anyone else: always keep everything sent or printed. I have never been informed this fee has changed or would be changed. Most of the other fees listed on the email remain the same 10 years later, or have been discontinued. This morningI was told by the front desk worker that it would be the same cost regardless of how clean and nice it looked. Due to this, and a much larger issue I don't want to get into on this forum, I no longer trust Regus to act like a normal, reputable business in dealing with tenants.

My Business closed down (Covid,etc) and Regus would not let me out of the lease. I have been paying for nothing for the last two years. Regus has been Flagged By VISA thereby making it hard to get payments through. In addition, I have had issues with Regus charging late fees before payment should be due (first of the month). They cut off on the 15th of month. They recently charged late fees incorrectly and corrected after I disputed due to Visa issue. This month they charged an additonal late fee; I had to call Truist because again I could not get payment thru, this is the message I have gotten for the last three months: Sorry, there was a problem processing your payment. Please close the browser and contact the merchant quoting the following reference number: D220831-T040639-M002-21; this is the only company that I have had issues with getting my credit card through. Truist stated that VISA has a Flag on any charges to this company due to high Fraud Alert and charge backs. Ms. Sutton from Truist lifted the Flag so I could pay. I dispute any late fees and request Regus credit any late fees for the entire time I have had a lease with them. I am still trying to pay for the current bill but still getting the same message. Truist said to wait 20 minutes which I did. My Company: Property Commander Real Estate Investment, located at Maryland National Harbor. My name is Cassandra Williams and I can be reached on [protected]; There is another company I was involved with that I requested to be let out of the lease also: Harbor View Realty, From what I have been told Regus has a bad reputation in other areas of the country also. Please assist soonest! Thanks.

Re: Correct - the payment due - Still showing late charge

Aol

/

Sent

[protected]@aol.com

To:

Maryland NationalHarbor

,

Regus Account Helpdesk

,

Regus

Thu, Aug 18 at 11:59 AM

I sent another request through Regus Help Desk to deduct the late charge from my account.

Chris Williams

[protected]

On Wednesday, August 17, 2022 at 12:34:17 PM EDT, Maryland NationalHarbor wrote:

Good afternoon,

Upon checking your previous communication with the Account Help Desk, now that you have set your account up for auto-pay, this request can be placed via the Help section on MyRegus.

Please let us know if you have any additional questions.

T​hank you,

Maya Sellers-Little

Community Manager

 

cid:C6FEDC72-36E8-487B-9572-7094FC5D514B

3000 locations, 900 cities, 120 countries

 

137 National Plaza

Suite 300

National Harbor, MD 20745

 

D [protected]

 

Connect with Regus

From: [protected]@aol.com

Sent: Wednesday, August 17, 2022 12:20 PM

To: Maryland NationalHarbor ; Regus Account Helpdesk ; Customer Service

Subject: Re: Correct - the payment due - Still showing late charge

WOW! Please deduct the late charge. I thought it was from last month’s kerfuffle that’s why I didn’t pay on the 15th.

Sent from the all new AOL app for iOS

On Wednesday, August 17, 2022, 8:55 AM, Maryland NationalHarbor wrote:

Good morning,

The late payment fee is for Invoice [protected] which contained your June 2022 charges. This invoice was due on May 15th. If you have a payment confirmation showing this invoice was paid on or prior to May 15th, please send it over to us and we will request a credit for the late fee.

Please let us know if you have any additional questions.

T​hank you,

Maya Sellers-Little

Community Manager

 

cid:C6FEDC72-36E8-487B-9572-7094FC5D514B

3000 locations, 900 cities, 120 countries

 

137 National Plaza

Suite 300

National Harbor, MD 20745

 

D [protected]

 

Connect with Regus

From: [protected]@aol.com

Sent: Wednesday, August 17, 2022 07:02 AM

To: Maryland NationalHarbor ; Regus Account Helpdesk ; Customer Service

Subject: Correct - the payment due - Still showing late charge

Maryland, National Harbor - National Harbor

Based on issues from last month no late charge should be charged to thsi account - correct back to payment of

pf tthe $489..so I can change this to my credit card on file.

‎539.17 USD‎

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Transaction reference

Transaction type

Date

Charges

Status

VISA

Payment

08/06/2022

‎-489.69 USD‎

[protected]

Invoice

07/31/2022

‎49.48 USD‎

Unpaid

Download invoice

Download Tax details

[protected]

Invoice

07/31/2022

‎489.69 USD‎

Unpaid

My company singed up for Regus services last August. In my due diligence I requested a copy of a fully-executed agreement binding my company. They refused to provide such saying that the on-line "sign-up" constituted a formal binding agreement. In Florida, where I am located a party must provide a copy of such upon request - however they have refused. I will be filing a law suit against Regus - others should do the same! Also check out their BBB - scary!

Hello

We are writing on behalf of Jacobs Holding LLP client reference number: 3668446. We are opening an office in London in October and we are going to lease one of the offices on the second floor in the Berkley House Square building from August onwards. We need a countersigned agreement with the correct name in order to get a sponsor license from the Home Office (so that our employees can get visas in the UK) and our lawyers have advised us of what details are needed and have even approved the manual agreement that was sent to us by Joshua Moulder (after weeks of asking him to send it to us). Joshua was very responsive before we agreed on the lease but since then it has been quite difficult to communicate with him and we do not have another contact. We are quite frustrated and are now considering terminating the contract as we cannot use the office if our sponsor license is not approved.

Please see attached the agreement that has been approved by our lawyers that we need countersigned by hand or at least by Docusign so that we can provide it to the Home Office. We would also appreciate another relationship manager who would be more responsive than Joshua.

After many email exchanges with Regus staff at the US BankTower about the fourth move in less than 15 months at the US Bank location, Regus has shown preferential treatment and has discriminated by evicting clients, like myself, out of their spaces for other clients willing to pay more. I have a designated area that I am paying for under the contract, yet Regus is not honoring it. I have asked the location managers more than once to send me the names and emails of those requiring me to move. Still, the manager refuses to do so, nor have they attempted to connect me with corporate leadership to help me resolve the issue. The solution the location managers are offering is for me to upgrade and pay more because my space, which I have been paying for, is desired by Regus. I had already upgraded so that I would not have to move again because it happened to me before when I first started leasing with Regus. At the beginning of my contract, only after a few weeks in on co-working space, the Regus US BankTower team contacted me by email to ask me to move immediately. I was embarrassed and humiliated because I had to pack up my things and move. Another client purchased the package for a designated desk space where I was sitting. The option for a designated desk space did not get presented to me as I signed a contract first before the other client. I had to upgrade my contract and move into another area. After a week in that space, I had to move again because Regus did not want me there either. I am now in a designed desk space after three moves in less than 15 months, and management is telling me that I have to move again. I have a contract until 2024, and I cannot see myself moving another round of times.

As I am also in the middle of elections running for California State Assembly, I have printed my checks, created my Employee Identification Number and campaign ID, and filed my paperwork with the State of California's address and room number. A business establishment like Regus should not expect its paying clients to disrupt their business every time management decides it wants to reallocate and redesignate spaces. I have repeatedly received emails, recently and in the past, that I must move "immediately" on different occasions when Regus desired the location of my space. I would understand if the request for me to move was once or twice, but this is the fourth time. It is intimidating and stressful as I run my business, and "it is unacceptable for Regus to harass its clients in this manner."

I reached out because I need leadership with higher oversight from this area's location to help with this matter. I want to please talk to someone in corporate about canceling my contract and getting my money back. The stress that the constant moves have put on me and my business efforts are not worth all of the time I have to invest to solve these matters and never to have a direct person to help resolve issues. I hope to hear back from someone soon.

[protected] is my Regus ref, I stated I wanted a 1-month office lease, I paid £750 approx in deposit, 1 month's rent and swipe card fees on 29/07.

I was unable to get to a computer on 31/7 to cancel my membership to prevent it from rolling into Sept. I had extensive surgery 9 weeks ago, and I ended up in hospital over that weekend thus not cancelling my contract until 02/08- I emailed various Regus platforms on 02/09 and beyond to tell my story and to make sure the cancellation had happened, but I only heard back from someone today.

I have diagnostic reports stating details of my incapacitating surgery.

Dear Sir/Madam,

I've closed my account with Regus and they keep billing me monthly and keep charging me monthly fee including late fees. After attempting to close the account once, I was blackmailed into paying a late fee and several months of late fee. My second attempt to close the account seems to fall on deaf ears, and they continuously keep billing me for services that I don't need, haven't requested and close the account. The only way I'm able to speak to a live person is when (1) registering a new account or (2) paying the bill which they claimed they have submitted to a collection agency for services for which I've closed the account.

I would like for my account to be permanently closed, and to have the false billing practices stopped and have the $900 that has been charged to my account removed and to be refunded the $250 of money that was paid to them in their extortion scheme of keep threatening to send the false billing to a collection agency. Also, it seems as if I am not the only person experiencing this.

I've been using Regus for many years now. They have never failed to disappoint. Recurring theme seems to be no proper handover between community managers (with the high turnover rate).

They do not know their customers, even those who have been paying rent of more than 5 years.

They sent an email questioning the use of their service / address without the above knowledge.

They sent an email lying that they have spoken to me and offer me a new package. On the phone it's been clarified that the new community manager has attempted to contact me (but we've never spoken before).

When questioned about all of the above, they accept no fault and calls the customer rude.

There are better providers surely. I've moved the Sydney office from Regus many years back. Looks like another one will have to follow unfortunately. Just a hassle.

Let me start out that I have been with Regus several years and nobody at the organization ever mentioned an autorenewal. I, like numerous others, have had the unfortunate situation of them not doing the right thing and hiding behind their clause that they state renews the lease (we shall see about that in court). Nevertheless, I attempted to cancel the lease before it ended and they told me I didn't cancel via the app or via their automated spam email, which I never received. I attempted to speak with the local rep, state rep and whomever and they don't respond. Today I receive an email that they are turning over to attorney and will invoice me for the entire year. I fully intend to fight this and I have excellent documentation and argument against why they can't. My only advice to prospective or current customers is to not do business with this unethical company. There are many competitors and none of them conduct business like this one. I will report back if they resolve this, but based on the their BBB rating of an F, I am sure they will continue to conduct business as usual.

I was looking for an office at the first of June 2022 to have ready for a new job I was starting July 1. The regus center rushed me into signing up mid June, as they said there wouldn’t be any offices available if I waited (which I found out later wasn’t the case). I was up front with them and told them that I wouldn’t have my new company credit card and other pertinent information until July 1. They pushed for me to sign up anyway. I stated that I would pay the first month and retainer up front on my personal credit card but I would want to change that out for the new company card once it arrived. At that point, no objections were made.

I got an email from the center on June 21 telling me to set up my autopayment for the rest of the contract. I replied to the email and reminded them that I was waiting to set this up until I started my new job on July 1, when I would have my new company credit card to pay for the office starting from that point onward. No objections were given back from the center.

Fast forward to July, after I moved into my office on the 1st. I go into my account to set up my new credit card, as I had promised, and I found that I had been billed for 3 more months, and the invoice was dated 6/30, which was before I ever even was allowed to move in (move in date was 7/1). I brought it to the centers attention and they said that there was nothing that they could do. I asked to speak to someone with decision making power, as I had been very up front about my situation. That request was repeatedly denied.

Upon move in, I found that I had non-functional/broken furniture, which the center didn’t replace until I asked multiple times. In addition, it took 2 weeks for the center to provide me with an additional key for my office. Also, I was out of the office one day (I had to work from home that day) and contractors were allowed in my office without anyone notifying me. My “private office” was opened up and all my possessions were moved (and then placed back in there in disarray) without anyone giving me a heads up that this was going to happen. Had I known, I would have come up to the center and moved my things myself.

All in all, this has been a frustrating experience. I was up front about my situation and never went past due on any invoice. There is absolutely no customer service present within this company. It is quite unfortunate, as the facility is nice and the location is great. I signed up for this office thinking it would be a long term thing (5+ years), but this experience has got me thinking of evaluating all other options once this lease is up.

Signed up with them because we needed a virtual address for our business in a new state (Texas) until we established a actual address. Months pass and we no longer need the services, i kindly called numerous times and got the run around. Some employees seem to want to help some seem to play the “I don’t know card’’ so as a customer you remain frustrated because one employee is telling you your account is terminated but they are still charging your bank account every month. Get in touch with another employee and he tells me the only way to end their services is on their website. I could not find any way out of this subscription on their website after numerous attempts. Now the frustration has escalated and i was forced to change my bank card so they could stop wrongfully billing us for a service we no longer needed. Ok so now months have gone by and i get an email today, apparently we owe them $450 for a service we cannot terminate and have not used or needed. I call customer service [protected] and get told if i want to settle and pay half they can terminate the account and if not i have to do it online. I will not pay these scammers 1 more dime of my hard earned money and still cannot find the portal on their site while logged into my account to unsubscribe from this. On their website i have no outstanding balance. I feel i am not the only one this is happening to since this company is tough to reach always and when you do they always use their site as their escape tool to not help you and redirect you.