Regus
reviews and complaints

It seems our point has been misunderstood. We were missold the prospects and terms of the office space.

- initially we were told a price that didn’t include a later taken pro rata fee, this was asked to our sales agent several times;

- We were told that payment would be a month later and not on the 15th (two weeks after the initial payment)

- The extra deposit due on the third invoice was also not explained properly, although we were told on this point the full details (ie this unknown pro rata would count towards.

We have raised our concerns but each time we are told it will be looked into, or it shouldn’t be a problem. Our latest issue was payment date and we expected that a level of understanding would be given especially given our willingness to continue with the contract even with the disappointing lack of information.

It seems you have a team eager to secure sales and sketch information to secure these sales.

We ask that this be looked at by senior Regus management in addition to this some worrying issues onsite:

1. Internet issues and no trained support, one user has been unable to connect 40% of the time we have attended the office

2. Full internet outage for a full day, resulting in issues and cancellation of meetings

3. Air con issues whereby the room is too hot even when switched down.

Given the current economic climate and the fact Falcon Gate is at least 40% empty, we would have expected better care.

My husband has tried Drew on at least 7 occasions with no reply and no response to our calls. The atmosphere is frosty and currently we are considering leaving for a more welcoming and accommodating office environment.

We’ve written 76 times to Regus and each time they have refused to deal with the matter. We want our deposit back not for them daily to try and take yet more money

There is no getting out of the annual lease agreements. They auto-renew despite providing notice. Don't believe just me, google "regus reviews" and you'll see half the complaints cite the same issue... A horrible relationship w/no way out. The local office cannot help, customer support cannot help, and there are no options to end contract in your online account. Must believe it's by design. Buyer beware!

Hi there

I joined Regus month to month contract on 1st of July 2022 at Frimley Quatro House branch and while I was joining I clearly told to area manager Chris .

I need one month office space because I am going a month long holiday on August and he said it’s fine the contract is for 1 month only.

But when I cancel my contract on 7th July through Regus app . I got an email saying my contract will end at end of August .

When I tried resolve this matter with Chris he didn’t pick up the call or reply back and kept me out of contact.

I even tried to call every possible line I get but all they told me was I should have cancel before 1st of July . Which leads nowhere , which is also not possible since I first called Chris on 1st of July and signed Regus contract on same day.

I feel like I have been scammed and lied which lead me bad experience with Regus.

I hope you understand this matter and end my contract at end of this month (July)

QUATRO HOUSE, Frimley Rd, Frimley, Camberley GU16 7ER, United Kingdom

Name: Dharma Gurung

Account no. [protected]

Kind regards

Dharma

Regus

Abbey House

25 Clarendon Road

Redhill RH1 1QZ

Dear Manager

I am writing this letter to complain about the services I have received from your company regarding an office space I rented at the above address.

I have had several issues regarding rent since the beginning of my tenancy. I have addressed this situation many times with Nathan at the front desk. I have also written several emails to your ‘help’ centre as instructed to do, as I wanted to resolve the situation to be able to continue with the tenancy, to which I received no response from an actual person, just an automated message. I have asked many times to speak with someone from your accounts department with no avail and quite frankly find this quite appalling service.

In the first instance I met with Danny, your salesperson and we discussed in detail about my specific needs with office space with regards to my disability. He then took myself and my colleague to the above premises and showed us the office he had in mind. We took him up on this as we were happy with what we had seen and heard.

Our problems started soon after this as he had in fact not shown us the actual office he was offering but one ‘similar.’ So, when we went to move in this space was not actually suitable for my disability as I struggle to walk and as explained to Danny I often use a wheelchair.

The new ‘actual’ office was not suitable as a wheelchair would not fit. We measured the office and it didn’t properly fit the two desks, the room wasn’t actually even available as it was being used as a store cupboard for another office! I discussed this with Danny and he offered to rent me the larger office downstairs which was more accessible for the first 3 payments at cost of the original agreement of £450 a month (not £950 which the bigger office cost) until something more suitable could be sorted. I was happy to go ahead with this.

However, then I received my first rent invoice which had incorrectly charged me for both offices. I tried to discuss this with Nathan at the time who said he would raise a query as he agreed I had been over charged. No response came so I paid the rent for the downstairs office as agreed. Each month the invoices were still coming through incorrectly, and charged me a late payment fee of £150 PER OFFICE PER MONTH.

I was constantly being threatened with our services being restricted as full payment for both offices had not been received. You took many double payments which took my business account into an overdrawn status which resulted in me not being able to pay other invoices that were due and caused my company a great deal of damage. I lost two clients and was rejected for the Government recovery loan as this situation put a stain on my company.

I also tried to contact Danny again to be told he had moved areas. This is not what we had agreed and time after time of trying to speak with a person to sort the situation I just kept being told by Nathan he had raised many queries, as did I, but none were getting a response.

All of this resulted in Nathan restricting our services on 15th January which made it impossible to work in your building. He later implied that he did not intend for me to start removing vital paperwork and not use the office - he was cutting off my key card to enter the premises and changed the lock on the door.

We had also raised many IT queries with issues we had which also received no response from the IT department, so it took some time to even be able to connect with your printer to be able to print a single document this was after purchasing another printer as we were told ‘maybe the printer I had was too technical with its own wifi’’. Even the second simple printer did not work!

This is not a satisfactory service. I expected a much higher standard of service from your company, and I am disappointed that such a big company does not have any kind of disability or diversity procedure in place.

The offices you advertise as “2 Person office” should actually state “2 ABLE BODIED PERSON OFFICE” or at least state that there is no perversion for a wheelchair.

I have sought legal advice and have been advised to contact you in the first instance. If I do not get an appropriate response our next steps will be to contact the Disability Board then go from there.

I do not want to spend any more time on this problem and ideally would be happy if you just terminate my contract from the time our services were restricted.

Sincerely,

Lisa Stuart

[protected]

[protected]@lkssupport.com

Account Number: [protected]

Location: TX, Austin - Spaces Congress at 5th (5092)

Dear Sirs:

As I understand from the email sent on MAy 17th, 2022 from Austin.[protected]@regus.com they terminated the agreement on June 9th, 2022

I have not signed any new agreement with Spaces Congress at 5th, therefore I do not have an agreement with you.

Austin 100 Congress

Tue, May 17, 11:18 AM

to me

May 17, 2022

Dear Maximino Alberto,

Please be informed that the lease for the 100 Congress Center is coming to an end, and we will close on June 9, 2022. In conjunction with our lease ending your agreement with us will terminate on this date.

Please void the invoices that you have sent me because there is no contract since my contract with REGUS was terminated on June 9th, 2022

Regards

Maximino Alberto Mejia Platero

Consistent with hundreds of other former customers, Regus has persisted in their manipulation of the contract terms, culminating in them putting a collection agency after me to recoup $90 based on a breach of their contract terms after I provided 30 written notice of my cancellation. They’re customer service is atrocious. Do not sign anything w them.

Moreover, it’s impossible to reach their agents, they have outsourced the customer service, account service, billing and collections such that not only do their systems not communicate with one another, but if you do get a hold of an agent, it’s a call center in the Philippines or India, and they claim they can’t take action on anything. They’re also horribly difficult to communicate with and unhelpful.

Regus has decent workspaces but they are a company with no integrity and they will scam you, manipulate the fine print or move the goalposts on your terms.

AVOID DOING BUSINESS WITH REGUS.

We have occupied Regus Olaya Riyadh 4 desk office space, we have signed renewal agreement but sales relationship manager is overlooking signed agreement and insisting to pay over charged invoices and threatening to suspend services. Not responding on emails, phone is very normal.

Very frustrating. Need escalation matrix to take up with them or will have to initiate legal.

Regus is totally scam. I have been with them for about a year and had never been mentioned that the renew will be automatically renewed and there is no way to cancel before end of contract. This is ridiculous, I have never agree to go on with their new agreement. Everything they do is sent me an email and left it pass through the renewal date so I was trapped. They has never disclosed about the automatically renewal. In Canada, when the contract end, the tenant will roll on month-to-month basis and they can move out anytime as long as they leave a 60 days notification to landlord. As long as I notice they increased the virtual office rental fee, I told them that I want to cancel the service. They told me their is no way to cancel it and I have to wait until end of agreement which I have never agree on. STAY AWAY FROM THIS COMPANY AT ALL COST. DO RESEARCH BEFORE YOU GO TO CONTRACT WITH THEM. I am not the one and I found so many people got trapped and billing scam like me.

Awful company to deal with, not willing to help loyal customers to reduce packages when you attempt to cancel they throw back the "AUTOMATIC RENEWAL" clause in the terms and conditions even though the actual contract doesn't run out until 3 months after this automatic renewal, this is an unfair contract to tie a person or company up to a service which in this case we no longer required into another 12 months contract, we recommended you look elsewhere for a virtual office and avoid Regus like the plague, awful customer service, no complaints procedure, you are mainly looked at as an ATM machine for them and then you are unable to cancel the contract until 3 months before the end of the contract, here's the terms and conditions:

Automatic renewal: so that we can manage your services effectively and to ensure seamless

Continuity of those services, all agreements will renew automatically for successive periods

Equal to the current term until brought to an end by you or us. All periods shall run to the last

Day of the month in which they would otherwise expire. The fees on any renewal will be at the then

Prevailing market rate. 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. The notice periods required are as follows:

Term Notice Period

Month-to-Month no less than 1 month’s notice from the 1st day of any calendar month

3 months no less than 2 months’ notice prior to the end of the term

More than 3 months no less than 3 months’ notice prior to the end of the term

These are unfair conditions placed upon any customer.

Regus are not willing to help or offer any discounts or anything besides useless customer service which has taken near a month to get to where we are now.

Look at this email from them with an offer you couldn't make up, so If I wanted to stay longer they would charge the exact same:

Email from Regus

As a courtesy we are sending you a quick reminder note to let you know your agreement will

automatically renew at the end of the month for the term 01 Jul 2022 until 30 Jun 2023 at a monthly

price of £119.00 excluding tax.

We would like to highlight that we are able to offer you the flexibility of different term options if your

business needs have changed, for example:

Choose to renew for 6 months at a monthly price of £119.00

Choose to renew for 24 months at a monthly price of £119.00

Regus is a rip-off service with many unfair practices in its favour and really doesn't give any care or support to customers who have been with them nearly 3 years, so we have taken our service elsewhere at a 1/4 of the price with much better customer service, — AVOID THESE COWBOYS BEFORE YOU ARE THE NEXT VICTIM!

I have a space in the shared office. 1 desk and 1 table only. I am leaving Regus folling large increases in fees and I have now been Invoice for a "Office restoration fee". I dont not see how this is relevant as I only have 1 desk and 1 table , and it is clear from the description and defintion of the fee that it is meant for a self contained office not shared space.

The office is Regus as Frimley Quatro house 3 Lyon Way, Frimley, Camberley GU16 7ER , UK.

Regards.

I wanted to warn everyone about the practices of Regus. I would advise that you do not purchase their virtual office services. Go with a company that doesn't use predatory practices to lock you into long-term contracts that you don't need. I foolishly signed up for a Regus virtual office account on July 8th, 2021, believing that they were a reputable company that I could trust. I signed a contract for a year because that's all I needed, at a set price. Weeks before my year was up, I attempted to contact them to let them know that I would not be renewing the contract for the upcoming year. This was on June 24, 2022. They told me that they automatically renew the lease, 3 months before your contract is over and that I'm obligated to pay until August of 2023. They told me they sent an email asking me if I wanted to renew. I did not see that email and I did not ask them to renew the service. I asked them to terminate the service and they told me no. On June 26th, 2022, they told me that they want me to pay them for a year's worth of a service I don't need. They also want to raise the price. They don't care about customer service or accommodating you at all. I'm finding out that this happens all the time and that the host offices don't like it. They do not care. I will be informing everyone in my investment groups to steer clear of this company and to spread the word. It infuriates me that companies are able to do these types of things. Do not do business with Regus! Thank you for your time.

we are regus customer for more than 15 years and the staff quite good in the past. due to your maidenhead bell street, UK close and they move us to the other centre in maidenhead. as i found that the rate for the other centre (staines) is cheaper and we found it is ok to us then i ask them to transfer to staines instead. at the beginning they charge us high rate as they said our contract is not finished and will be upto end of sept that's why they cant change the price. i did point out after that the rate should be change as according to the market rate of Staines is £45/month if we sign for 1year and the manager at that time agree . recently in june i receive the renewal email and shows the same rate (£85.00 - in maidenhead rate) for further contract. i called and the staff told me that manager wont work in regus anymore. i did explain the situation and they know all as they know it since i move in the centre. i told her i want 1 year contract not 6 months at the mail rate (£85) and the market rate of your area is £45.00/month. she draft a agreement and we signed but she said she cant guarantee the price also she did not give me the reply before 1st of july. on july, i received the mail from tegus said i renewal the contract for 6 months at £85.00 per month which i totally disagree it. i phone the centre and the staff told me to terminate the contract and may arrange a new contract. i did terminate the contract online but it shows i terminate my contract after March/23 new contract.

i was mad on this and have to emphasis again i want to extend our contract for another year according to the market rate (£45/month) not 6 months at £85.00 per month.

i would like to sort out this queries. According to the charge of renewal price of contract in regus, the condition which had already been very clear to mention that it is according to the market price on your area . we had already suffered to pay extra overpayment in last few months which is according to our old contract not expired on end of sept/22 and those payment we should not have to pay due to your centre close but your staff insist that we have to pay the same rate as our old contract still not finish.

i had pointed out this question before and now it happen again!

i am totally disappointed and need to sort out this asap.

thank you for your attention and assistance.

look forward to hearing from you.

In July 2021 I enacted a 12 month agreement with Regus, slated to end Aug 1 2022. I was never informed of a requirement to give 3 months notice to terminate and in April 2022 my 12 month lease for shared office workspace was extended by Regus for another year with no action(!) taken by me. Despite my termination in June more than a month out I am being held to continue to make monthly payments on access I am not using until July 2023. I live in WA State, and all of the basic materials stated this was a 12 month access agreement ending in August. I have escalated and told by Customer Service ‘tough’ ‘you need to do a better job reading the fine print.’ I believe this is a poor business practice at best and seems wrong to auto renew for an annual lease 90 days in advance when a month to month auto renewal if no action taken would be more appropriate. BTW I was never sent a copy of the signed rental agreement which also seems odd. Thanks!

We have recently changed our contract to a basic VO and have a contract saying we will be charged £55 + VAT per month. We have been customers of Regus for 10 + years. For the past 2 months our invoices have been incorrect and we have been charged more than we should have. We have been charged a £75 activation fee, even though we are existing customers, and the fee was not in our contract. We are also being charged a £20 per month postage and franking fee even though we do not use the service and again it is not in our contract.

I have been contacting Ian Mitchell from Chepstow Basepoint on many occasions (more than 20) and he is not resolving the issue for me. He ignores my voicemails and emails and will not speak to me on the telephone. When I phone to speak to the billing help centre they tell me the issue must be resolved by the centre manager.

I would like to make an official complaint against Ian Mitchell as he is not resolving the billing issue for us and will not return my calls or emails. I would also like someone to investigate why we are being overcharged and sort out the refund necessary.

Said there was a seven-day refund period if I didn't need the services, failed to refund and continues to try to bill me after agreement was terminated. No support is given.

June 05th I emailed Regus, to cancel my contract, because the portal online contradicts what you are selecting and to ensure I did it correctly, I emailed them. Then next email I get is to update our credit card because they updated their security system, and they sneakily had this linked to renew my contract. I didn't approve to renew, and when I email them they give us the run arounds. They contradict everything they say and this is fraud. I have emails from "Barbie" that it needed to be in written format, sent her the screenshot it was then she sends another email it needs to be done through the portal, but ironically the portal has no way of messaging directly. You also have to dig to find the contract, which I finally found it to click end, and now they want to acknowledge that I just cancelled and not when I sent my email on June 5th.

I emailed months ago to say I wanted to terminate my contract. I was told I had to wait a month prior to August.

I emailed by the deadline. Regus deliberately waited a few days later (past the deadline) to then tell me that I had to cancel through the website.

Why was I not told this initially when I first enquired about cancelling?

Why was I told past the deadline to try and trap me into another year's contract?

This is scamming, unproffessional and unacceptable.

I am not staying with Regus another year. I want my contract terminated with IMMEDIATE EFFECT.

My business is no longer in a position to keep this service and I simply will not be making anymore payments.

we were informed of a price increase from 87cad to 113 cad. and the need to update our card information and agree to the new prices. we did not update our card nor did we agree to a new price. I thought they would just close our account but the kept billing .

Hi Bill,

There was a security update on our MyRegus portal last month that required our customers to re-enter their credit cards on their accounts. Can you please sign into your account and provide your payment card details again?

You will still be able to setup automatic payments for the future, but you will need to manually click through and make payment on last month's invoice at this time.

JUNE 9th I DID NOT AGREE ANY OF THIS

As a courtesy we are sending you a quick reminder note to let you know your agreement will automatically renew at the end of the month for the term 01 Sep 2022 until 30 Nov 2022 at a monthly price of $100.00 excluding tax.

We would like to highlight that we are able to offer you the flexibility of different term options if your business needs have changed, for example:

Choose to renew for 6 months at a monthly price of $105.00

Choose to renew for 12 months at a monthly price of $109.00

If you would like to change the term of your renewal, or the type or location of your Virtual Office, please reach out to us prior to 30 Jun 2022 and we will be happy to help and explain our range of options.

I do not wish to renew my agreement

We emailed them and said no we wont agree and the lady say she would close our account. .. I also logged in to the Regus.com and closed our account. we also moved different service in another city.

JUNE 17

Thank you for letting me know, we will be ending your services as you have requested.

Please complete the payments as owed as soon as you can.

Melissa Assad

Community Manager

 

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

REGUS IS STILL BILLING ME> AND HARASSING ME

THEY SAY WE HAVE CONTRACT that WE AGREED TO< BUT I HAVE SIGNED NOTHING WITH THEM EVER.

We made a booking for a meeting room at Barking, Jhumat House London (ref.[protected]). Were we ordered meeting room, LCD projector, unlimited tea/coffee biscuits, breakfast and lunch for 410,- pounds! But on arrival there was nothing there! For the last hour I have been trying to reach a guy called Bruce by phone and mail but there is no answer. I have spend already one hour to get the service we have payed for, this is ridiculous! I have also had contact with 3 different people from the service center / call center but they all said that I can only reach out to Bruce for help... Now my colleagues decided to leave the Regus building and look for a restaurant/lunchroom in order to continue the meeting that we booked the meeting room for, I find this to be unexceptable!

I did a year-long lease with Spaces/Regus that is set to conclude on July 31st, 2022. On the last week of April, I spoke directly with one of the Spaces leasing agents about our account, renewals, end date, and more and he was able to confirm our lease ended on July 31st but did not see any renewal options yet. He directly told me I would be getting renewal emails on May 1st for my lease and to check back then.

Up until that point I never got a single renewal email, and in my Spaces portal, there is zero messaging, alerts, or notices for renewals or any options to view or terminate a renewal. (Be aware based on my situation the only notice they claim you will get for renewals is an email). On May 4th I realized I never got those renewal emails as the rep mentioned so I checked my Spaces portal and noticed two renewal documents had been added for an additional year based on their automatic renewal clause and the monthly price had increased by 42%.

I immediately contacted the same rep via email with my confusion who replied on May 5th and said the following:

"I am not sure why that did all that either. So, is your plan to terminate the agreement as of July 2022? Or are you not sure just yet? We still have some time to correct it if you needed to terminate.

The automatic renewal is always there unfortunately and no way to turn it off. You are supposed to get the renewal email that gives you a few options and at the bottom is where it gives you the option to not renew. Since you did not get those emails that makes it difficult to not renew."

I responded immediately that we wanted to cancel and received a farewell email from the reception team as well. At this point it was documented in writing I did not want to renew and Spaces acknowledged I was in the time frame for a cancellation.

On May 28th I received a new email stating an agreement for a month-to-month agreement that would start on August 1st and this email would automatically renew on May 30th (less than 48 hours later) but in the email, there was no option to cancel or not accept either. I forwarded this email to the entire Spaces team and discovered Regus had not accepted the cancellation and was forcing another month on me despite the above and never having the ability to not renew, and even speaking with an employee in person well before the required 90-day notice window. The attached email for this situation also shows how there is no place on how to elect to not accept or renew.

It has now been almost two full months since this first happened and still, no resolution has been made. I was passed on to another Regus employee who for two full weeks still has not provided any answers despite telling me twice via phone she would have some sort of answer for me by a certain date, only for that date to pass and for me to have to reach out again.