Regus
reviews and complaints

I am an individual renting a coworking space at Regus in Edinburgh.

I have been signed on to a 6-month auto-renewal contract beginning in April 2022, which I no longer need due to a change in financial circumstances.

Regus intend to enforce the contract, making me pay rent in full until September for a service that I no longer require, despite the fact the service has not yet begun.

While I did receive two notification emails that my contract would be renewed, I was under the impression that I would be able to cancel the contract before the service began from a telephone conversation with a sales representative when I first singed up.

In any case, in my view the contract terms themselves are 'unfair' due to the excessive notice period and the lack of a cooling off period from the date of the service beginning.

Regus were unwilling to engage with my complaint, and there is no formal complaints process. Instead, I have been directed to a 'Team Lead' who is the 'highest authority' and cannot offer any comment on this matter. I found this unsatisfactory.

I was informed that because there isn't an early termination clause in the contract ending the contract is virtually impossible. A debt collection agent has reached out about bringing the account current. However, although I've responded and attempted to make an arrangement, it's been ignored. Instead, they attempt to draft an authorized account. It makes no sense talking to anyone or emailing at this point for a virtual office I've never used, not even to receive mail. I wish I read the horrible reviews I would have stayed far away.

I am incredibly frustrated with this situation. If I cannot get this issue resolved via this platform I will be hiring a lawyer, which I am sure Regus and myself would both like to avoid. I started a trial month to month lease for myself with my company name on the lease. I shortly after needed the lease in my name, so my Boston rep, helped me make sure the termination of the agreement in company name was complete. I then signed an agreement on May 21, 2021 Confirmation No : [protected], dated ending on August 31, 2021. That agreement is attached. My rep confirmed the agreement would end on August 31st, as documented.

The problem: Starting in September, after my agreement was terminated, I was charged incorrectly on my card. I assumed the charges were a mistake and flagged them on my card. My bank correctly refunded to me. However, in November I received an invoice for the lease in my name, the lease that had expired. I called Regus and made it clear that the lease was terminated. They however said I needed to final a termination notice, that is not in alignment with our contract, but I filed anyway for the agreement to terminate immediately. However, when Regus eventually sent me the email to confirm my termination, they claimed I filed to terminate [protected], which is again incorrect. Furthermore in February 2022 they out of nowhere sent me an invoice for the original contract I signed, that was terminated before my second one began in May of 2021. Incorrectly the invoice claimed that I was past due for payments in the name of my company from may of 2021 till current day march 2022, to the tune of $3,500+. Regus has no been emailing for weeks claiming if I don't pay in 5 days they will send me to collections. Clearly that is not the case.

Dear team

My contract was over on 31st January .

I have not signed any business continuity.

I asked for refund and I was informed that I took business continuity which is a lie .

I asked for the proof and got not response .

It is against consumer protection and I have been waiting for my deposit back till the contract was over .

Please sort the issue ASAP .

Regards

IQF

Room 335

Space

35 New broad street

EC2M 1NH

I signed up for 4 virtual mailboxes but within a about a week I changed my mind and decided to cancel. They will not let me cancel, they will not refund any money and they are continuing to bill me! I paid a total of $806.39 dollars online for a virtual mailbox. They say you need to cancel 2 months in advance so they are saying I still owe them $640.55. That means they have charged me $1,446.94 for NOTHING! I signed up and then changed my mind… Shouldn’t I just get a refund!? It’s a virtual mailbox for heaven sakes! They pretend like you’ll get your deposit back but it’s impossible! They claim to need a form but there’s no form online. I went into the office and they say go online for help - I go online for help and it refers me to the office. It’s a total scam and this is not okay! I don’t have this money, I was trying to start a business and I made a mistake signing up just refund my money! There is no way that it’s fair to charge someone $1,400 for signing up then canceling before even using your service!

On 8/11/2021, I was given a tour of center No 18- Georgia, Atlanta Buckhead by Eve Kinzle, the area sales manger. I was interested in the virtual office product. I specifically asked what would happened if I moved. I was told that I could easily transfer to my new location or I could have two sites.

I signed up for the product on 9/27/2021. I immediately noted that I was being charged $20 a month for mail forwarding, although I did not request this service. The company would not respond to multiple emails or phone calls. It wasn't until the beginning of November that I was able to get a response and stop the charge.

I signed up for a 6-month contract from 9/27/2021- 3/31/2022. In the beginning of January I began contacting the company requesting transfer to a center in Fort Lauderdale, FL. I submitted the request online through the company. I received an email on 1/12/2022 that I would need to go through my current center in Atlanta. The center was cc'd on the email, but they didn't respond. On the No. 18 Customer Service Query I was emailed, I responded that no one had contacted me and I would like to cancel my membership. No one responded.

On 1/20/2022, I was charged again. On 2/1/2022, I sent an email to No. 18 requesting to cancel my membership. No one responded.

On 2/20/2002, I was charged again. The center's number recorded online is a pre-recorded voicemail which no one answers. I had to search through numerous emails and try multiple telephone numbers before I was able to speak to a live person on the afternoon 2/22/2022. Since that time I received at least a dozen emails from the IWGPLC Account Helpdesk informing me that I will be billed until 9/2022 for the No. 18 center, because I did not give 3-months notice. They said that I agreed to automatic renewal for another 6 months, although my initial term has yet to end. They will not address the fact that I first tried to transfer my virtual office product to a new site other than to tell me that I need to contact my local center. I provided them with the request ## when I asked for the service to be transferred. They refused to respond.

Today, I was finally able to find a number for center No. 18 where I could speak to a live person. The number was not provided on any of the information I have received since signing up. I found it on the email confirmation when I signed up for the initial tour. I requested to speak to the manager, Dominique. She declined getting on the phone with me, but was within the same vicinity as the receptionist. She knew who I was before I provided all of my information. The receptionist told me that she would call me back, but she hasn't. However, I was told by the receptionist that they are not able to help me and that I was getting "the run around."

Have been trying to cancel virtual office for months.

Want to settle the account but unable to.

Impossible to call an accounts department to make payment and cancel.

Still being billed.

Literally cant pay them to finalise and cancel.

I concluded my tenancy with Regus at the end of December 2021. At that time I correctly filled in my bank details to facilitate the refund of my retainer which I was told would be settled by the close of January 2022. Despite numerous follow ups, this has not been settled. I have been told that my bank details are incorrect but have realised that what is happening is that the company is somehow using details other than those repeatedly supplied by me- they are using an incorrect bank name, branch and swift. I have emailed them repeatedly and highlighted the error they are making and which seems to be causing the delay. Despite this, I still have not received my refund or feedback clearly informing me what the issue is. It is tedious to have to follow up continuously on what one would imagine is a clear accounting issue that the company's accounts department should not find difficult to handle. Also, the Helpdesk is more keen to close a ticket than to actually resolve an issue.

I never asked for the service and it was not included in my service agreement. Local office could not remedy seems like no one knows what to do when its obvious what needs to be done. The service agreement was only for the virtual office but somehow products were added without my consent. I have no desire to continue with the company as it has been hard to deal with from the beginning. Local office doesn't seems to care even though it was there mistake from the beginning.

I signed a 1 year contract. after one year i did not resign a lease. i sent them a letter terminating the lease and closed the business, they continued to charge my credit card. i went into their office with a letter and recorded my request to stop charging me. they stil continued to charge me. after closing that credit card they found another bank account of mine and charged that one. They committed fraud and theft and i will seek legal action against them now to resolve this issue.

I am rented office 4071 here at Mega Mall Sharjah business center since 2015 I am old costumer here I am very disappointed with management serves my question why turn off light early before office closed my office time is 8pm sometime I have female client I feel too embarrassed when I am to meet they turn off light and ac I am losing my business here rather than getting I am requesting to about time increase time by maximum 8pm

Thank you so much, waiting for gentle answer!

Muhammad

+[protected]

+[protected]

I did an inquiry on their virtual office. This is an online service; therefore, Regus has an online application you have to fill in just to get quotes, location and for an agent to contact you. I filled it out, Brian McDonald contacted me a brief phone call and by emails. Also due to the time of day (late PM and the end of the week)

This was in November, last days of the month.

I did give them my name and new business name. I had just started and needed an address vs using my home address.

Well, I was then sent a page that stated "Submit your payment information (bank card) TO GET STARTED! I replied I still have questions before getting started.

I never submitted my bank information; however, a contract was sent by email, that I did not fill out nor authorize. and never submitted my bank information!

From that day on Regus has fraudulent authorized that contract and has billed for a mail service that I did not confirm, I've never used the service and they continue to bill me, even for an additional service that I did not request.

I tried to solve this with them, my main point to them is your service also stated submit payment info TO GET STARTED! so how did you start billing me for a service I did not start nor used. THEY do not care...

We have a month to month lease at Regus (Raintree Corporate Center in Scottsdale AZ). Our employee turned in the keys to the office January 20, 2022 and cleared out.

We gave the local contact person a call to make sure all was taken care of. We did not get a call back. We find out that to terminate a lease you need to do it online. The onlline account did not give access to the employee's account. We left another message that we could not log in to the account. Finally, after getting the login from the terminated employee, we terminated the lease. Now, Regus is unwilling to use the date of when the office keys were turned in.

There is no customer service. All the answers are no. Now, that we are cleared out since January 20, they want to charge for February and March rent. This is unacceptable. There is no customer support. You leave messages and no one returns callls. You send an email and the answer is no without listening to the issue (which was that one could not get an answer to the problem).

I recently moved my virtual office from Rancho Santa Margarita, CA to Peoria, Arizona Regus locations. I continue to be charged in both places even though there is just one office. I have multiple accounts now in the Regus system and even though I've opened multiple "support tickets" they have gone nowhere and I am still dealing with this confusing and illegal (fraud) situation.

I want an investigation into this matter to resolve it and I want all of the money charged to my AMEX that wasn't owed to be refunded to me ASAP.

Hi - Took a virtual office only for 6 months from Regus - Southdown Office Park, Centurion, South Africa. Had Regus international reps call me a several times and took out the lease for the 6 months. They decided to an auto renewal on their own accord so now my lease only expires end August 2022. No courtesy calls like when I initially took out the lease for 6 months. Now they say I am bound to the auto-renewal lease of which I did not agree to. They apparently sent an email notifying me of the auto renewal which Never read.

I seek immediate release from this so called bounding lease.

The ladies from SouthDowns /Regus refuse to assist me.

We contracted to rent offices from Regus in 2016 and paid down a retainer deposit to secure it (£2,190). We then were asked to change buildings as the building was being closed. We instead changed our contract to a virtual office and forgot to recover the retainer we paid for the offices. The building is now closed.

June 2021

We got in touch with Regus to refund our retainer for our rental office. They acknowledged the retainer and started process of refunding us the amount of £1911.86 (minus services for cleaning etc.), which we contested as there was no cleaning required to a property that is being closed. They agreed. The went about sending the refund which never arrived in our account.

July 2021-Dec2021

We sent one mail every few weeks to try to recover the refund over the internal Helpdesk function, explaining from the beginning why the amount needs to be full and to process the refund immediately. Every time they gave us a timeframe, we waited and no refund.

Jan 2022

We have sent several emails to Regus via the online system and providing evidence from the bank that no money was received from Regus. Again, promises refund by 26 Jan... no funds received.

Feb 2022

We wrote again to request the refund and they requested evidence. But this time when we proceeded to provide the evidence (again) of no refund our account was disconnected from the online system, which means we can no longer send messages to Helpdesk and resolve this situation.

Complain

1. By legal right the retainer should be repaid to us on ending of the contract. We have not been refunded our retainer.

2. We should not have to chase Regus to repay us the retainer once the request has been made. It has been more than 7 months.

3. We have also asked Regus on several occasion to provide us payment ID so we can have the bank trace the payment, they have not provided this to us.

4. The Helpdesk system is extremely poor, there is no specific person we are in touch with and they are so keen to close the ticket that no effort is made to review whether an action was taken or not.

5. After months of complaining unlinking our account means we can't initiate another Helpdesk query.

6. When/if they make the refund they should do so for the full amount which they have acknowledged that they will.

We're lost in terms of what our options are here.

Hi Ms Sandra Melody,

I have written you an email on 11th Feb 2022 (Singapore time) with regards to a recent dispute with Regus New Delhi Caddie on our renewal contract from 1st May 2022 onwards.

Email subject: Termination query-C-7189129-N0P6-8730894 CRM:[protected]

We did not accept or confirm the 6 month Auto renewal agreement starting 1st May 2022 to 31st October, and would like to cancel it (not terminate).

My company account with Regus Delhi: 8730894.

Original contract ending 30th April 2022

We have indicated to Regus that we would like to convert to VO (virtual office) in the same facility starting 1st May 2022 at end of our contract ending 30th April 2022 on 2 occasions to the same person in Regus.

1st occasion was on 9th Sep 2021 which we asked for conversion from existing contract to VO. Regus have replied that we can only do that at end of current contract 30th April 2022.

2nd occasion was on 10th Jan 2022 where we have reply to Regus that we would like VO option instead of office unit for new contract.

We started discussion and clarification on the charges etc. As we need to report to our HQ in Japan and waiting for their approval.

However due to the many holidays (Chinese new year) in between 10th Jan to 7th Feb and also our work on customers fulfilment before the holidays, we got to know that we are automatically renew with a 6 month auto contract on 7th Feb 2022 after coming back to office.

We have tried contacting Regus Office in Delhi however due to Covid19 the call was directed to the auto answering machine. We then proceed to

1. Contact helpdesk

2. Trying to End Agreement on the 6 months Auto renewal via online. Which resulted in ending only by 31st Oct 2022. This is not what we want.

The reply from the helpdesk on 10th February was pretty 1 sided saying that we have accepted the 6mth agreement on 10th Jan 2022 the same day we requested for VO.! Why would we accept a 6 month only contract and with 25% increase in rent when we have asked about VO in the first place. It really make no sense that we have approved that. Even bank and credit card have unauthorized used and scam.

Is this a scam? I dont think so, and that is why we requested for Regus help to rectify it. We still want to continue with Regus Delhi from 1st May 2022 onwards for VO. Its not like we are ending with Regus.

We have been with Regus since 2017 and this is the 5th year we are having this relationship. It is quite unbelievable that Regus being this unsympathetic and one sided.

We sincerely looking forward to your help in this matter.

Ongoing issue with the fact I've been trying endlessly to resolve a debt occurred in early January, which resulted in an account settlement for $124. Regus debt collection rep Wil S. formed the settlement agreement and is behind the harassing collection emails on behalf of Regus. Following the agreement Wil S. was to send the account closure/settlement documentation for balance to paid and never did. Apparently he was out sick for nearly 3 weeks in January "according to other reps" and he was the only who could resolve the account closure. This resulted in Regus (Wil S.) inflating the settlement amount to $282 despite the contract ending 2/28/22. After several (and I mean SEVERAL) emails and phone calls which were NEVER returned by Wil S., a helpful Regus rep was able to "chat with him" & he denied all interactions even stating he didn't agree to the settlement amount of $124. I sent in proof of the settlement negotiation and agreement in which was never fulfilled by Regus and STILL HAVE NOT HAD ANY RESPONSE OR COMMUNICATION. Not sure if this is fraudulent or a tactic to steal money from businesses (& let's mention Regus renews your contract without notice, forcing you into another 6 months). I will be taking further action on this matter. Use another provider!

At the beginning of the year I rested an office for one week at the Regus office in The Greens, Dubai. I paid the full amount when leaving the last day from that office. A couple of weeks later I receive an email from Regus that my account will be suspended because I did not pay my invoice. I provided my credit card statement to the local Regus office in Dubai, to the Regus helpdesk person. More than 3 weeks later and 10 emails Regus just closed the ticket without any resolution. Never again…

I paid for an account and never received the service or setup. I have contacted them several times. No one has reached out & assisted. I am trying to get a refund to escape this nightmare