Replied
Overcharge
Hi, I had purchased Regus Lounge membership on July 26, for which reflects QAR 297. The app said that the renewal was on 1st September and onwards the charge would be QAR 579, which I accepted. However, as soon as I booked, there was a duplicate charge on my account and the money was deducted from me. There was an error in the app as they charged me twice, however they refunded half of the amount, and claimed 409 QAR instead of 297.
Upon reaching out to them, they are saying that August charge also needs to be paid which is QAR 597, which was not reflected on the app as it clearly says the renewal is on 1st Sep and not 1st August. For these deceiving reasons, I cancelled my membership and not even used once. Now they want me to pay for August which I am disputing.
Desired outcome: Remove charge of August from my account.
Dear Regus Customer Support,
Following are more details on the case for better clarity.
Mobile App Transaction Date: 26 July 2023
Amount Advertised: QAR 297
Actual Deducted Amount: QAR 412
I subscribed to your membership through the mobile app on 26 July 2023, which displayed a fee of QAR 297 and a validity period until 31 August, with a renewal scheduled for 1 September. However, upon reviewing my bank statement, I noticed that an amount of QAR 412 (after refunding duplicate charge) was deducted instead of the advertised QAR 297.
In response to this discrepancy, I promptly raised a complaint, detailing the situation and expressing my concern over the unexpected higher charge. Unfortunately, I received a response that did not provide a satisfactory explanation or resolution for this matter. I would like to reiterate my disappointment in the handling of my complaint, as the additional charges were not clearly communicated or justified.
Due to this unexpected and unexplained charge, I chose not to utilize your services during the validity period and subsequently canceled my membership before August. It is important to note that the primary reason for the cancellation was the discrepancy in charges, which led to my decision not to avail of the services offered under the membership.
To my surprise, I have now received a request for an additional payment of QAR 466, which I firmly believe I am not obligated to pay. As I mentioned earlier, the increased charge was not communicated transparently, and the lack of a satisfactory response to my initial complaint further underscores my reluctance to pay the extra amount.
I value the services provided by Regus and that is why I opted for lounge membership. However, I find myself in a difficult position due to the unresolved situation surrounding my recent membership experience. I kindly request that this matter be investigated thoroughly, and I am hoping for a prompt resolution that reflects the originally advertised terms and the initial payment of QAR 297.
I appreciate your attention to this matter and look forward to a resolution that is fair. Please do not hesitate to reach out to me for any further clarification or information you may require.
Thank you for your prompt attention to this matter.
Sincerely,
This complaint has been resolved automatically due to user's inactivity.
At Regus we work hard to ensure full transparency in our invoicing process. Our invoices are made up of two different types of charges:
1. Recurring charges like your monthly office fee, parking, signage… These are billed in advance.
2. One-time charges like meeting rooms, photocopies, admin support… These are billed in arrears.
I have checked your account and noticed that you purchase your agreement online on a month-to-month basis starting 26 July 2023.
Since this is a month-to-month agreement, it requires one calendar month notice to end it. So, the auto-renewal for this agreement is from September onwards. It does not mean that the charges for your agreement will only be raised in September 2023.
You have terminated your agreement effective 31 August 2023 so the charge is valid.
One of our team member has already been in contact with you regarding this matter, please continue to speak with them if you need further assistance.
Thank you,
Lorraine Brule
Global Customer Service at Regus
A member of our team will get back to you as soon as possible to get more details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can.
Where appropriate, we’ll also take steps to prevent the situation from happening again. Thanks again for your comments which help us improve. We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
Replied
Blue Shield Hospice office space
I was still charged a restoration fee when you assured me I wouldn't be,my initial complaint was marked as "resolved" but it was not resolved as I was still charged and not refunded. I brought this to your teams attention and they apologized and said I would be issued a refund. I still have no refund. I need your company to be more professional and not make promises that are not followed through with. Please check the status of my refund and my retainer as I am yet to receive either of those. Provide me with the reference numbers and dates for the refund and the retainer along with both total amounts. I need Melanie and Lorraine to refer back to this matter and tell me what the heck is going on with my refund!
Desired outcome: I need my restoration fee and my retainer refunded immediately. Stop playing games with people.
This complaint has been resolved automatically due to user's inactivity.
I’m sorry if you felt the need to escalate this.
The payment for the restoration service was already linked to the card before the credit note was raised and therefore was taken automatically. An email was already sent to you explaining this. As the credit note had already been raised, the payment created an overpayment in your account which has been sent back to the card. You should receive this shortly.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers. Requesting your refund is easy. You should log into your online account (i.e., myregus.com), select Account > Product and services > End Agreement, where a specific section for refund request is available. I can confirm that you already processed this correctly and you should receive your refund within 30 days following your end date; your last day was 31 July so the retainer refund will be processed at the end of this month.
I have asked a member of my team to get in touch should you have any further questions.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I’m very sorry to hear of your disappointment.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from us.
We’re looking into this as a priority and a member of our team will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Replied
Delayed deposit refund caused financial loss
Unfortunately, my deposit was not returned after 70 days. Nobody has responded to my request at this company, everyone passes their duties to another one.
It is very important that the deposit be returned at the specified time rather than wasting our time and energy trying to get it back with so many emails that no one responds to them.
My history requests are here for getting a result quickly.
([protected] [protected]|9002) CRM:[protected]
([protected] [protected]|9002) CRM:[protected]
Desired outcome: I want my deposit and its interest will be returned soon.
New Update: 15/08/2023
Unfortunately, I didn't receive my deposit until now. Why does your company do this?
I would never recommend this company, after 77 days and a lot of correspondence they are still unable to pay their debt and return the deposit.
Sign a contract with Regus if you want to wait months for the deposit to be returned after the delivery of the office.
Update 15/08/2023
Unfortunately, I didn't receive my deposit till now why do your company do this way?
New Update: 11/08/2023
I appreciate your response, and I received an email from your colleague today, and she said we are trying to solve it, but this issue persists. I will let you know on Monday, August 14, at noon whether the problem has been resolved or not.
I’m very sorry to hear of your dissatisfaction.
We fully understand the importance of receiving your refund promptly.
I immediately asked one of my team members to investigate this as a priority and provide me with more information. They will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again.
Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Refusing to let me cancel at new price
I rent a virtual office at Regus to receive packages for my business. I currently pay $58 per month. I was notified the price will be increasing to $167 per month. I have had Regus for less than a year at this point. I responded to the price increase email with inquiry about why the price has increased so drastically. And they responded that is the new...
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Replied
Amenities - bad
I have some issues with Regus's availability of amenities, which are listed below for your consideration.
1. Since Monday, the coffee maker has broken down and no replacement instant
coffee has been provided.
2. No microwave available.
3. The powder in the creamer appears to be too hard to use.
4. Fridge cannot be used.
This complaint has been resolved automatically due to user's inactivity.
I understand and appreciate that you’re disappointed and would really like to help.
At Regus, the maintenance of our facilities is very important, and we can assure you of our highest standards.
In order to investigate the matter further could you please email me at michelle.spire@regus.com, confirming your account and company details?
I’ve already escalated the issue immediately to the appropriate team to have it addressed as a priority.
I look forward to hearing from you and assisting you further.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I understand and appreciate that you’re disappointed and would really like to help.
At Regus, the maintenance of our facilities is very important, and we can assure you of our highest standards.
In order to investigate the matter further could you please email me at michelle.spire@regus.com, confirming your account and company details?
Once further information is received, I shall escalate the issue immediately to the appropriate team and have it addressed as a priority.
I look forward to hearing from you and assisting you further.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Membership termination.
Hello, I would like to terminate my membership with regus. I was quoted $89 per month and it seems more than $89 a month. I have contacted customer service multiple times and they refuse to terminate my membership. I understand I signed a contract with the impression from regus sales rep that it would only be $89 a month not jump from that to $400 the...
Read full review of Regus and 1 comment
Replied
Credit card fraud
FRAUD! had this account for about 2 years. they have over billed me and charged me fore late fees a few times and my cc is on file for automatic payment. in august of 2022 I was charged a late fee due to non payment and received a letter stating that if I didn't pay in 10 days it was going to collections! i call my office and they informed me regus had a system failure and it accidentally erased everyone's billing info. However they weren't taking any responsibility for it. I made the decision to cancel but had to wait until April 2023. Long story short the company kept charging me late fees even after my new cc was on file. in may they charged my credit card automatically but then stopped for june and july. and they are looking for payment asking me to put a new cc on file. however they billed for april march and may! the same card that was on file. they even sent me invoices billing a cancelled credit card. this company is a joke. I will be suing them in small claims for fraud. they even updated there system admitting some errors but wont credit any late fees. after I closed my account my updated cc was still on file but as of today I see they removed any trace of there negligence. why didn't they charge the cc that was on file and then later remove it after I called them out on it. This company is fraudulent and then they closed my ticket trying to resolve the issue and removed any responses to help desk.
Desired outcome: refund my money or get sued!
This complaint has been resolved automatically due to user's inactivity.
However, we certainly do not agree with your comment that ‘they have over billed me’ as we always ensure that any concerns have been clarified before an agreement is signed.
Due to a migration to a new card provider (to increase customer security), we sent several reminders to our customers to re-add their credit cards online; it was not an “system failure” as you’ve mentioned.
All our customers are provided with the ability to update their payment details online; it is the customer’s responsibility to make sure your details are up to date online (myregus.com). You can also monitor your payments there, where you would have seen that they are not being completed successfully which has caused the late payment fees.
Our invoices are payable no later than on the 15th day of the month. If payment is not received by the due date, we incur administration in managing your overdue account and, though we would like to avoid charging you for this, we will need to pass on a late fee to you. You can review invoice and payment dates on your statement of account, available in your online account.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you.
Could you please email me at lorraine.brule@regus.com with your company name and account reference (as displayed on your invoice)? I look forward to receiving more information from you.
Best,
Lorraine Brule
Global Customer Service at Regus
We certainly do not agree with your comment on ‘they have over billed me’ as we always ensure that any concerns have been clarified before an agreement is signed.
Due to the Worldpay upgrade, we sent several reminders to our customers to re-add their credit cards online. All our customers are provided with the ability to update their payment details online; it is the customer’s responsibility to make sure your details are up to date online (myregus.com). You can also monitor your payments there, where you would have seen that they are not being completed successfully which has caused the late payment fees.
Our invoices are payable no later than on the 15th day of the month. If payment is not received by the due date, we incur administration in managing your overdue account and, though we would like to avoid charging you for this, we will need to pass on a late fee to you. You can review invoice and payment dates on your statement of account, available in your online account.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you.
Could you please email me at lorraine.brule@regus.com with your company name and account reference (as displayed on your invoice)? I look forward to receiving more information from you.
Best,
Lorraine Brule
Global Customer Service at Regus
Replied
retainer/deposit refund
I had cancelled my membership at December 2022 and move out of the office, at 14 Penn plaza, New York.
And I initiated a request for my retainer refund on the website after moving out. However, I wait for 8 months but still did not received my retainer refund.
Regus promised to process the refund in about 30-40 days, but I did not receive any refund and/or any email regarding my refund since then.
This complaint has been resolved automatically due to user's inactivity.
I’m very sorry to hear of your dissatisfaction.
We fully understand the importance of receiving your refund promptly. Our finance team have confirmed that your retainer was successfully refunded to you on 07 February 2023. You can check the status of the payment with your bank using the proof of payment we have provided.
If you need further assistance in this matter, please respond to my team member who is in touch with you.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I’m very sorry to hear of your dissatisfaction.
We fully understand the importance of receiving your refund promptly.
I immediately asked one of my team members to investigate this as a priority and provide me with more information. They will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again.
Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Michelle Spire
Global Customer Service at Regus
Replied
Termination of service
Hi,
I would like to file my third complaints followed by my first and second complaint to this Regus. My husband and me personally went to this Regus for several time, to terminate the service with immediate effect because we do not wish to continue the service. Since March, we do not use the service anymore but just because we forgot to go to the apps to terminate the service. This Regus go and renew the contract for us even for every customer to auto renew. We went down twice to the counter in order to highlight our concern that we do not wish to continue with this service anymore. However, this irritating company still continue to send us invoices and force us to pay for it for another extra 3 months, even my contract is ended at June, but we forgot to terminate in the mobile apps. I am really super frustrated with this Regus for rest of my life.
Regards
Joey
Desired outcome: Please terminate my service with effective on June my end of contract instead of keep insist continue sending me invoices anymore !
Your solution is to sucking money but not resolving my concern. How disgusting.
This complaint has been resolved automatically due to user's inactivity.
I’m disappointed to see you posting this review for a matter that has already been clarified to you multiple times.
A signed agreement is a formal business commitment, and it should be ended online according to its notice period. As you’re aware, your agreement auto-renewed until 30 September 2023 since you didn’t end it timely as per its notice period.
Invoices will be billed to you till the end date which are valid and payable.
I am sorry for your dissatisfaction, but the resolution provided to you in this matter will remain the same.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Regus day office cancelled booking
Here is my reservation number [protected]
So reserved de office space online . I was supposed to have approval. Ida call me and said ho there is more fees the system did not charge the office time you rent . I said ok . So the total was 152 $ for July 22 for 4 hours.
So today chez call me around 4pm saying ho we will charge you something like 72 $ more per hour . Like what is this ? A scam ? You don’t do that .
Anyway she said that I will be charge for cancellation fees 76.36$. It is not my faut if your system have issues or anything else .I will not be paying for that . This is scamming.
This complaint has been resolved automatically due to user's inactivity.
I am sorry to hear of your dissatisfaction.
Unfortunately, the local team didn’t explain an additional charge which is compulsory when a member of staff needs to be on site for out-of-hours bookings. It seems a little unfair of you to come on to a public website accusing us of “a scam” when we recognized we didn’t provide the information, apologised and cancelled the booking without charge.
The local team will be able to assist with anything further you need.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I’m very sorry to hear of your disappointment.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from Regus.
I have immediately asked the Manager of your centre to look into this as a priority and provide me with more information. I will get back to you as soon as I have received more details.
Thanks again for your comments.
Best,
Lorraine Brule
Global Customer Service at Regus
Replied
Restoration fee for a non restored office
During the pandemic, we leased 6 offices from Mason Manning, which were leased to us with no restoration completed. We were told that the lease prices would only be increasing 5% at the max. One year later, Regus doubled our rents and Mason did nothing about it. 5 of the offices were cancelled and one was kept, all the 5 offices were returned their...
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Replied
Virtual office
I started my business relationship with Regus in April 17th 2022. Fresh off the presses of starting my jewelry business, I was so excited to get an office and had heard a few people online shout out Regus as their choice for their virtual office. I called and spoke to representatives and at first everything was good. Then within a couple months (July 3rd...
Read full review of Regus
Replied
Lounge Pass
Dear Regus,
I am having extreme difficulties dealing with your Accounts Helpdesk.
I would like to speak to someone regarding my account urgently and get issues resolved.
The team at Accounts are very rude and not helping me and understanding my concerns.
I have been a customer for 8 years and now something has gone wrong no one is willing to help me.
Desired outcome: A call back to discuss in detail what has happened.
This complaint has been resolved automatically due to user's inactivity.
thanks for letting us know about this. We’re sorry you had this experience and would love to help.
Please email me at lorraine.brule@regus.com with your company name and/or account reference so we can quickly assist.
Many thanks,
Lorraine Brule
Global Customer Service at Regus
Hello Lorraine,
Hope you are well.
I am dissapointed to say that I am still waiting for a call back. I do not understand why Regus can not call me to discuss my account.
I have never known such an established organisation that refuses to call their long lasting customers of 8 years back.
Example -
Hi,
Please see againt the below, there is no other option for a call back.
Best regards,
—-
Another example
Hi,
My apologies for replying by email but I want to ensure you get a quick response from us and unfortunately, we are not able to give you a call at the moment. I hope an email is acceptable.
—-
I have been trying to get to the bottom of a small matter for weeks now.
Replied
Regus argues with and doesn't listen to customers; I finally quit and here's why...
I quit and here's why... In the past, there were hiccups in getting our mail. As of late, everything had been fine and dandy and then it started going back downhill. Here's some of the issues: 1. I started asking Regus why there's such a need to close for every single Federal holiday, with no good answer or reply. This includes questioning Regus about...
Replied
Atrocious business practices
I signed a month to month lease with regus. After 2 weeks I checked my bill and there were 22 line items of charges and refunds that I had to reconcile. Meanwhile, it was very confusing and seemed like they did this to confuse the bill as much as possible to try and steal extra money. Then in my month to month lease I've was billed for months 2 and 3 at the...
Read full review of Regus
Replied
Retainer
I submitted my retainer on June 1st and it is now July 5th and still no retainer deposited..
They're quick to bill me twice and keep money but take slower than a turtle to return money..
I called CS to be told that I couldn't call anyone about this and that I would have to wait for a call or email with an update and that "I may not hear from them, so if I don't just call us back to restart the process"
WHAT!?!?! Unbelievable
Do right by this Regus
@ Regus, it was request June 1st. I received it LONG past the 30 days.. I asked for my late fees that REGUS now owes me since REGUS thinks they can charge late fees on customers but not be held accountable when they're late
I'm still awaiting my $1,000 in late fees since it took well over 30 days to receive my funds
Thank you
BIGGEST SCAM COMPANY
UPDATE: It took REGUS almost 2 months to get my retainer back to me and within doing so I told them I would charge them the same late fees they charge their customers but they didn't pay it.. just the retainer back
Just remember this company is CROOKED! They will charge you fee after fee after fee but when it comes to getting your money back it will take them months and you will not get any fees the way they charged you
I will be posting on the BBB as well and sending a complaint to my state / city because this is criminal
I was told 5-7 business days and it is day 5 and still no retainer.. and now you guys are sending me emails to remove or "resolve" the complaint on this website...
Why would I do that when my money has yet to be returned to me
please send me my money
I’m sorry if you felt the need to escalate this.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
The retainer refund will be processed 30 days after the end of your agreement once you have requested it via your online account (myregus.com). It is an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.
Your retainer has been processed and refunded on 19 July 2023 as my team member confirmed to you.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
I understand your dissatisfaction.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
I asked one of my team members to investigate this as a priority and provide me with more information. They will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to make matters right as soon as possible. Where appropriate, we’ll also take steps to prevent the situation from happening again.
Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Fraudulent charges by regus
I cancelled my Regus account back in April, paid off all my balances with them, fought for months to get my retainer fee back and now they are saying I have an outstanding balance? These guys have done nothing but make my life difficult. I have no idea how Regus is saying I have an outstanding balance when I haven’t leased an office from them in months and...
Read full review of Regus
Replied
Regus office internet access - early cancellation request
After my first three visits to the Regus Center provided no access to the internet, I worked with the onsite Manager to assess and trouble shoot the issue to no avail. She was quite friendly and tried her best to be helpful. After three visits without access, she referred me to the Customer Service channel adn suggested that I request an early termination...
Read full review of Regus
Replied
I am filing another complaint because the existing comment still not resolved
My case has been closed by Regus even it is not resolved. They are not resolving customer’s issue at all. As understand their auto renew system is to helping customer for their easy convenient way to continue use their service. However, I am not going to using their when due to my contract period ended on June 2023, and even go to their counter to explain to them, that I am not going to use the service anymore. However they still insist want you to pay for their auto renew system for another 3 months. How terrible service this Regus is providing to the customer. I wish to look for upper management or legal to settle this issue because they not suppose to continue renew my contract even I have approach the counter that I am not going to continue their service in advance.
Desired outcome: I want the upper management to reach me via email and resolve this termination issue and all the messy invoice cycle.
The matter still not resolved yet, but Regus closed my case. I required upper management to settle this issue, but they still replying me the same thing. How lousiest service provided by Regus throughout the Singapore area. Anyway the matter still not resolved. Because they still sending me invoices although I am no longer using their service. For me, Regus is like a vampire trying to take money from customer, even customer has approached to terminate the contract because have no longer required their service, but they still continue to take money for their maximum profit.
I'm sorry for your dissatisfaction.
I asked one of our team members to check on this on priority and contact you as soon as they have the details.
Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Failure to Refund Retainer
I have been requesting my retainer refund from Regus since March 3rd, 2023. They have still not returned my $1,058.00 retainer balance yet. I have reached out to them numerous times and they still have not sent it back yet. This is absolutely criminal for a company to not return this. Do not ever rent an office space from Regus, they will steal your money and not give it back! Regus, Please refund my retainer immediately before I get my attorney involved with this!
Desired outcome: Full Refund Of My Retainer Balance ASAP!!!
Can I please get a response to my request? Please issue my refund to my card on file.
Can you please do what you said you will do and return my retainer balance immediately to my card on file? Thank you in advance!
I don’t understand why you can’t just send me back the funds to the card on file today. This shouldn’t be this difficult.
I spoke with the customer service rep [edited] who stated the funds would be returned to my card and they have not been returned yet. PLEASE RETURN MY FUNDS TODAY TO THE CARD ON FILE! See email below:
‘Hi Torrey,
My name is [edited]; I am the Customer Care Specialist and a part of the escalation’s team here at the Account Helpdesk. I hope you are well.
I am contacting you in response to your recent escalation regarding your retainer. As part of [edited] small team, she has asked me to contact you and assist on her behalf.
We are very sorry to confirm the delay in repayment of your retainer. The payment was confirmed in early June but has rejected, the precise reason for that isn’t known.
This is an exceptional situation and our finance teams are working alongside our IT team and bank to resolve urgently. To prevent more delay to you, I have pushed for a card refund instead.
We can process this to the card ending in 4770. Can I please confirm that is suitable for you? I'll then have it processed immediately.
I truly appreciate that this is unsatisfactory and sincerely apologise for the inconvenience caused. I await your response, thank you.
Best regards,
[edited]
Customer Care Specialist’
I’m sorry if you felt the need to escalate this.
We understand how important your return of retainer is and our standard timeline has not been met on this occasion. For this, we deeply apologise.
Due to an unforeseen issue with your payment, it will have to be rerun which has caused this delay.
Again, we sincerely apologise for the inconvenience this may have caused. Once we reprocess your refund you will receive a correspondence letting you know that the payment processed successfully.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
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