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Regus review: Complaint

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6:49 pm EST
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Hi All,

It is the first time in my life I have registered a complaint about a Company, but at least I can try to help other people not pass through the endless source of problems I have been facing.

I had a lease with Regus, and had to change that lease two times. The first time happened a few months after the lease started, and was about getting a bigger space, and in that case, all went well and was executed very fast. The second time, I had to change to a more affordable space or cancel, and then the problems started. At first, they said it would be impossible to make any changes, but days after they sent me an offer (via email) that I could change to a Virtual Office option for a while, which I accepted. The fact is, that change was never reflected in the account, and I continued to receive the bigger space invoices in full (even not using the space). All communications attempted, and there have been several, were ignored or misled from that point on.

That situation continued for many months, of me trying to talk with Regus to correct the services and the invoicing, as agreed; it was completely impossible to obtain contacts or reach a department/person that could help effectively and tell what was going on.

Finally, I received a collection call from a third-party company, and at that point, it was clear the best path was to negotiate and settle, to end that nightmare and terminate any relationship with Regus. That was done, but even after "settling in full", I received another invoice today.

I contacted them, but the same lack of action was again presented to me. It is unacceptable the level of disorganization, indifference, and apathy Regus has shown in this case, with all the miscommunications, and even worse, conflicting messages that in my view just created a bigger invoice for me to pay, for an unused service.

I really don't know what else to do in this case.

Best

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Feb 02, 2024 6:23 am EST
Regus customer support contacts
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26 Boulevard Royal, L-2449, Luxembourg, 60611-1962, LU

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Hi Flavio,

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 inquiries 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,

Michelle Spire

Assistant Global Customer Service at Regus
Feb 12, 2024 4:33 am EST
Regus customer support contacts
Address

26 Boulevard Royal, L-2449, Luxembourg, 60611-1962, LU

Website
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Hi Flavio,

I am sorry to hear of your dissatisfaction.

We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel agreements. We have asked for the email confirming a downgrade but you have never been able to provide this to us. I’ve reviewed your account and see that there are invoices pending payment. This has led your account being handed over to a third-party collection agency who have not confirmed to us that they have received your settlement payment. We have asked you for the confirmation they provided to you but we haven’t yet received your reply. A member of my team has been in touch with you and will be able to help once he receives this information.

Kind regards,

Michelle Spire

Assistant Global Customer Service at Regus
Resolved

This complaint has been resolved automatically due to user's inactivity.

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