Regus
Reviews and Complaints

I am a virtual office plus customer. After Regus closed down the office I was using in Brussels Midi, we were moved to Brussels Central at the end of May 2024. Since this time Regus has not been able to provide us with a working telephone number - so any new customers have no way of contacting us via telephone. This is unacceptable and it appears that Regus are happy to take the fees monthly but not to provide the service. I am deeply frustrated and this is affecting my business as when you call my number you get a message saying this number is not in use. Hence we have had no new enquiries for the business via telephone. Customer services has been cc'd on all the compliant emails but have not responded even once in 5 months

Regus closed our 605 N Michigan Ave location with just 12 days notice. We were offered another site BUT did not trust Regus after such an incident and decided to leave. We were up-to-date on all payments and requested our retainer back on 8/09/24 as instructed! It is now 09/25/24 and we still do NOT have our over 2k retainer back. For a small business this is substantial! We have emailed weekly for the past 3 weeks and have not heard a word back from T. or G. - the contacts for the move/end of lease at Regus. We are incredibly disappointed by the whole experience!

I rented a Regus Private Room from mid Sep 2023 to Jan 2024. All invoices were paid on time and they charged quite a hefty restoration fee although it was just a short-term office use which I paid without any issues too.

I followed their offboarding instructions and returned keys on time and an official request for retainer refund was placed. Their Toronto community associate confirmed my refund account details making me believe things were going to go as smoothly as my payments did each time around.

They were supposed to have refunded the retainer balance within 45 days of my contract ending which was Jan 31 2024 and we are well over 45 days (Mar 20 2024). But there is no sign of them showing any interests to do so. What a shame since I had absolutely no hiccups or complaints whatsoever during my 4.5 months stay otherwise.

I have been diligently following up with the designated Toronto associate but each time I email, I am asked to wait for a response and have patience. Wonder how patient these people would have been if I did the same and delayed my payments? Oh wait, that's right - you would have charged me interest/late payment fee.

I can't stress it enough, carefully read your lease contract before signing.
1) Be aware of the true lease term. I signed a 6-month lease at the beginning of the year anticipating 6 months of use. The way Regus currently words their contract is that the lease ends on the last day of the last month. In my situation, I'm paying for an extra month of rent. (For example: my lease started 2/3/2020. I anticipated it ending on 8/3/2020. However, the lease contract is worded to say that the lease ends on the last day of the last month. In my situation that's 8/31/2020. That's effectively a whole month more than I intended / budgeted for.
2) Be aware that they charge a "restoration fee" at the end of the lease of $2.50 per square foot of office space. Make sure your square footage is calculated correctly.
3) Pay careful attention to when you need to give notice that you're vacating / ending the lease. If you don't you risk the lease auto-renewing and being stuck for another lease term.
4) It doesn't surprise me that they're not letting people/businesses out of their contracts due to the stay-at-home orders around COVID-19. They're a business too and don't want to be left holding the bag. They're the 800-pound gorilla in the business relationship and the contract favors them. Even in hindsight, I don't believe they're going to let a small renter modify the contract with addendums that benefit the renter. Sure, there's a clause in the contract about Acts of God / Force Majeure, but it's in there only to protect Regus. It basically states that they have no obligation to you as a renter if they can't provide the services you've contracted with them to provide.
5) Before committing to a particular office, be sure to visit during a busy day and with the offices next to & across from yours occupied. I'm disappointed with the office space I've rented. When there are people in the offices, the walls are thin enough that I can hear their conversations. The office space does not really provide for the level of privacy and quiet that I anticipated for the money I'm paying (close to a $1000/mo). When I brought this to the attention of my site manager I was reminded that I can switch offices (and even sites), but it is necessary to pay the restoration fee for each office move / occupied.

I doubt I would have signed the contract with Regus if I had done more due diligence. Lesson learned.

They offer very good service in the start of contract but eventually service quality declined. We can say good to average service during contract period..

Regus tacks on monthly expenses for internet, phone lines, kitchen fees and other "expenses" that make it more costly than it first appears when renting office space.

Jan 25,2022 Update:
The renewal issue has been resolved. Thank you for Sandra's reaching out who is the Head of Regus customer service. I will be happy to stay with Regus. The centre team members are also friendly and willing to provide their helps within their authority.

I have rented the office space with Regus since 2018. Due to COVID 19 outbreak worldwide, my business is also got affected negatively.

My current rental will be due on March 31,2022, and I would like to keep an office space for daily operation. However, thing got changed dramatically due to Regus's auto renewal system miscommunication. On December 24, I received the renewal reminder by email which contains auto renewal rent options. I viewed the new price which has been increased by 75% from $900 to $ 1560/month. I was so shocked by this huge increases, although I expected it could be increased by 20%. In the email, they invite me to contact them if I have any questions and would like to discuss with me by December 31. So I replied by email and asked for other lower rent option (change to smaller space, etc), but no response. The I sent another 2 emails to express my disagreement and concern on the renewal issue, but still no response. In January 2, I got auto renewal confirmation email from them and told me it has been successfully auto renewed. Afterwards, I contacted Regus account help desk for 2 weeks, ticket numbers got expired for no reason. Until now none of them from Regus provide me with any solution. All what they want is to wait for the time so they charge my credit card in March with whatever amount shows in the unlawful agreement renewed by the machine. I told them the agreement is not an agreement and it is against my will.

Now, after 2 weeks of contacting the account help desk team, I feel like they treated me like a toy. The team leader said he could not do anything and let me contact the help desk. The help desk told me I should contact the team leader for solution.

I am willing to pay rent to keep my business going through this pandemic, but has to be a mutual agreement. They did not respond to any of my calls and emails in an effective way.

Good service all round, very happy with the entire process.

Office was clean and all staff were friendly.

Julien is a welcome new addition to the Centre. He brings energy, enthusiasm and a lot of competence in his work

Brand new uplift on 900 Trail Ridge Road, Aiken, S.C. Work spaces are 1st rate. Convenient location. Don't need to rent a large space that you might not use.

Regus offers flexible, high-quality and relatively inexpensive office space in a number of major cities across the world. This can be useful for start ups or larger companies who need flexible office space for traveling or satellite employees.

Regus offers flexible, high-quality and relatively inexpensive office space. I highly recommend Regus for your professional work. The offices are comfortable, The office staff are accommodating, always reaching out to help us out. I have had no regrets having my office here and am committed to staying with them.

Patricia, the center manager at Regus Hidden River location in Tampa Florida has been the most helpful person I have ever dealt with in this company. I have worked on two different continents in large cities and she is the most positive and helpful person I have encountered. She is a star and I wanted to highlight this because whilst I am the first person to point out my discontent with a situation, I think it is equally to point out when someone does a good job. She exceeds my expectations on a daily basis.
Thank you for providing someone who you can be proud of.

"(..) As mentioned from previous email, you updated your payment method dated 02/10/2023 which cause delayed payments. 

Although I am sincerely sorry about your dissatisfaction, we have already shared our position with you; it will not change.

Best regards,

Arte T.

Account Helpdesk"

This is a horrible app. The staff members are always frivolous and the service at the center where I have my office in New Jersey is not what I was expecting. They always charge unlawful late fees.

The staff at Regus in the Blanchardstown, Dublin, Ireland office have proven to be uncooperative, resorting to questionable practices, such as sending inaccurate invoices and issuing threats via email to coerce new customers into paying for these erroneous invoices. Despite my attempts to contact the receptionist and area manager to resolve these issues, I received no response. Within the first month of leasing a small table office from Regus in Blanchardstown, Dublin, I was presented with an invoice for over 3000 euros, a substantial amount for such a space.

From the very beginning, the staff at the Blanchardstown, Dublin office failed to meet the basic requirements for the office space. The door scanning card and fob provided were dysfunctional, preventing access to the office. Despite my complaints, the staff made excuses rather than promptly addressing the issue.

I strongly advise new customers to exercise caution when considering Regus for their office space needs and to avoid entering into long-term leases. It appears that Regus may attempt to overcharge customers with hidden fees beyond the basic office rent. Additionally, contacting Regus customer service has proven unhelpful, as no one seems willing to take responsibility for resolving these issues.

ayub

The company claims they provided all relevant documents before the lease was signed. However, while they emailed a quote with an agreement link — triggering a read receipt when I opened the email — I did not open the linked attachment they allege contained additional disclosures.

The agreement was e-signed on June 4, 2025, on the salesperson’s laptop. No links or supplemental documentation were presented or referenced during that signing and I did not click I agree to any additional terms - the salesperson did that. I did not receive the “house rules” or detailed use restrictions until June 6, 2025, after business hours — two days after the agreement was signed and one day after payment was submitted via credit card (June 5, 2025). After reviewing the documents on June 7, I immediately contacted the company to cancel due to restrictive terms that did not align with our operational needs and could place us at risk of noncompliance. I followed up again on June 9.

When contacted by phone, the company claimed the agreement had flexibility but refused to provide anything in writing or escalating the matter. After emailing another person in the organization. I received an email reiterating that cancellation would not be permitted. This was a material failure of disclosure. We did not change or minds for buyer's remorse. The stipulations and process of their operations which were not disclosed prior to signing would go against our operations. This was explained in great detail, and I did my due diligence based on the information provided only to find out that it changed. Not to mention when the salesperson and her supervisor contacted me, they said I was misinterpreting the agreement. We spoke further and I requested clarification in writing, and they refused. I explained that it was not provided then if there was an issue later then they would try to say that I breached the contract. They said they have been doing this for years and no one has ever bought up these concerns. Clearly, that is not accurate.

Our lease agreement was to start on September 1, 2025, almost 3 months (83 days). No services were rendered, no space prepared, no anything. There is no loss to the company and time to rent it to someone else. We were open to speaking about a resolution, but nothing. While this model with Regus could work for others, this model isn't for us and I had I been privy to the additional materials, I never would have signed the agreement. We want nothing more than to sever ties, amicably.

We are due to receive a refund of over £4,500 from Regus as we terminated our lease at the end of the contract. The lease ended on 31st March and as per their terms and conditions we should have received our deposit refund today (30 days from the end of the lease). I requested the refund well in advance on their portal as we had horrendous delays in getting a previous deposit back and wanted to ensure all went smoothly. Since the end of the lease I have raised tickets via the online help centre and sent emails to the community team and local management who all tell me they have no idea when I will receive my refund. I have asked them to escalate, to speak with finance but they are either incapable of doing so or just don't want to. We have made every payment due to them on time and in good faith, despite experiencing the most horrendous customer service, been misled and lied to and them causing actual harm to our business with their shoddy practices.

I requested a part retainer on 3rd January after downsizing last year, which was acknowledged by email. I am still waiting for the refund after many excuses and over 2 month's delay.
Where is my money? My account number is. (8308169)
I have already complained several times and been fobbed off at local level, an IT problem, a Glitch, a query, looking into it etc etc. the company is still taking my monthly fee, no problem there.
This is a really poor example of customer service to a loyal client of 8 years good standing...

On 16th May 2024 we signed a 36 month agreement to lease (Regus Brand) office space at the Cirrus Building in Aberdeen.

The agreement was due to start on 1st October 2024. On 1st August 2024 we were contacted by a Regus representative to advise us that the building was closing ahead of our contracted entry date but that they had space for us at their brand new (HQ Branded) CHC House which would be a "like for like" alternative. NB - I have subsequently learnt that Regus & HQ are not like for like brands - HQ is a more casual brand.

They were not able to grant us access to view the building as it was at that point in time being renovated. We were given no alternative (eg to cancel our agreement) but to transfer our agreement to the HQ – CHC House building.

I have subsequently discovered that Regus were given notice by the landlord of the Cirrus Building on 6th February 2024 and confirmed on 7th March their receipt and that their lease of the building would end on 16 August 2024.

To clarify that timeline;
- Regus served notice to leave, by the landlord of Cirrus Building on 6th Feb 2024
- Regus confirmed receipt of the notice to the landlord of Cirrus Building on 7th March
- Regus signed my company up for office space within the Cirrus Building on 16th May 2024 - despite knowing that they would not be in that building on our start date of 1st October 2024

By withholding this information at the point of signing us up, I believe Regus misrepresented the terms of the agreement and the viability of the Cirrus Building location. This was a deliberate lack of transparency which I believe to be both unethical and a breach of trust.

We made a fully informed business decision to lease an office in the Regus - Cirrus Building based on the location’s proximity to the airport (5 minute walk), premium facilities (booths, breakout spaces, a social kitchen area, showers, and multiple meeting rooms), and its professional image. By way of comparison, the HQ – CHC House building we now find ourselves stuck in has a single meeting room, a small (no social space) kitchen area, is a long 30 minute walk from the airport, and appears to be no more than a converted warehouse.

To further frustrate, Regus/HQ continue to falsely advertise the quality of the HQ – CHC House building, using images on their website to represent the building - showing facilities which simply do not exist (booths as just one example).

To frustrate matters even further - when our actual entry date came (1st October), we were unable to access our office space as the building was not ready for tenants. It was in fact not until 7th October that our office was usable. I have been promised a credit for the week that we were unable to use our office - and as of 29th January 2025, and despite repeated chasing by me, this credit has still not materialised.

I spoke with our Centre Manager to explain we wanted to cease our lease without penalty (without being held to the 36 month agreement). She needed to discuss with her Manager and after chasing by me, the response came which was simply - no, you are in a 36 month agreement.

There have been so many more challenges - just one example of which being that during recent heavy snow, the car park was not gritted or cleared - and the response from the reception team was they did not know who was responsible for doing it. I am paying for a 'fully managed service' but am receiving no more than an office space - certainly not fully managed. I have to question, had someone slipped and broken something on the ice, whose responsibility would this have been...?

on January 17th 2025 I tried to collect my mail there wasn't any. I tracked 3 pieces of mail that are missing, yet today is 1/29/2025 they are still not collecting my mail and after I created 3 tickets for management and a BBB complaint yet, management is still ignoring me and refusing to speak with me and my mail is till not being collected. Obviously they could care less about my business or the brand they represent. my name is Greg Kombogiannis with The Kombs Agency. Phone # [protected]

I have sign up with Regus last year in January 2024. I was charged $160 just to start billed in advance for February. In February 15 th another billing already. I was charged another $30 without my consent for forwarding my mail and I only live 10 minutes away. Regardless of what have transpired so far extremely unsatisfied with this company. They already charged me 2 payments in December 2024 because they had access to my card. I will not give them another dime due to their incompetence. Any time you want to talk to someone from Regus you have to wait days for return call. Reading other people's complaints everything now makes sense. All you have to do is type their name with BBB and see that I`m telling the truth.

I required a day office in London for a few days this month, and the Regus package looked perfect. I'd gone through the site quite carefully, but had seen that their price packages while advertised as being lower, were actually a bit higher for monthly memberships - fair enough, as they advertise that these can be cancelled at any time I'd expect a premium for just one month. I checked carefully on the site, but even up to taking out the membership there was nothing on what has followed.

I took out a membership for December, and was a bit surprised to see two invoices, however it's my busy season, so I assumed that one of them would be debited from my credit card and it had just been an error.

A big mistake.

A week later I contacted them about the double invoicing. To their credit, they did respond quite quickly. I was informed that because of their billing cycle they charge in advance. So I'd been invoiced for December and January as per their terms of business.

The terms of business are actually quite ambiguous about this as I'd checked them on payment but there must have been two documents, as the one I read was talking more about not using the membership for criminal purposes.. But more importantly, NOWHERE when paying on the screen, did it come up with two line items that I was being invoiced for December and January - it just showed what I owed for December. So the total was for December only, not the two invoices I received for December and January.

Customer services have said that there is nothing they can do about this, I booked on the 2nd of December, and if I'd chosen to cancel on the 3rd they would have made a 'special exception'. Seriously.

This is not as advertised and ambigous at best on the website. It should be quite clearly explained in the joining process, rather than buried under terms of business (which I had looked at but clearly not in enough detail on my mobile phone), as essentially with the monthly package, Regus are asking for two months membership to join.

I asked for the second month to be saved as a credit, so I could book another month when I will be in town. I was happy with the service but not how the contract has been managed. Not a chance..

So now my options are to go to the Competition and Markets Authority (Misrepresentation Act 1967) or Flexible Space Authority. My issue is not with the quality of the office (I was in Spaces who were mostly excellent) but with the onboarding process. The terms and conditions are not accessible until you are at the end of the payment process. I couldn't find them on the site, and on advertising the day office they are not visible anywhere. All I found on the FAQs was that you can't carry forward days, on the day office membership - fine, as I was only using it for one month (I thought).

I am not the first person to complain about this, it appears there are a lot of customers unhappy with Regus process, and given the size of their business they can afford to be more transparent, especially when they highlight the suitability of such spaces to small businesses. This shouldn't be in the small print, it should be at the front of the process, so that people can see what they are paying for and know to act accordingly. This shouldn't be the big thing it is now turning into.

Regus terminated my account on 9th August 2024 due to building closure.

I was promised and received an email stating refund of £1080 would be returned by 9th September, nothing was received.

I chased my refund, no one responded, I managed to obtain a senior member of staff’s contact information, she advised I would receive my refund within a further 10 days, still waiting!

I reported a complaint with customer services, was told I would receive my refund by today 1st October. Still nothing has been received.

I am a small independent business, I cannot afford such a vast amount of money to be held unlawfully by Regus.

Once again, another reason to avoid this company like the plague. I honestly have no idea how they’re in business, it is impossible to speak to anyone and they operate a system that drives your stress levels through the roof. Thankfully I left Regus (HQ, Alpha House in London Bridge) when my last lease ended. I also had to pay a £751 refurbishment fee to leave despite pairing the room and leaving it in excellent condition. On the 29th April my deposit account said there was a balance of £6,000.00 on the 30th April that deposit balance read £0.00. I queried this but was told not to worry by the community team, I had followed the steps to ‘withdraw’ my £6000 deposit to a nominated account. I made a point of staying in contact and I was told on the 29th May by M. at the HQ account Helpdesk that my deposit was included on the 3rd June pay run and that I’d receive it within 5-7 working days. That time passed and still no deposit refund. I contacted the community team who raised a query and that was 48 hours ago. The customer service by regus is absolutely appalling, there is no one to talk to, if you are so much as late with a rent payment by a day or so you are threatened immediately with penalties. £6000 is not a small amount of money and in times of austerity when companies must tighten their belts, withholding funds in this way is actually quite evil. The lack of communication, explanation or service is completely in line with what I believe to be one of the worst, if not the worst companies I’ve ever had the misfortune to deal with and I sincerely, from the bottom of my heart, suggest really thinking twice before entering into any agreement with Regus, IWG PLC, HQ or any other offshoot. There are so many better companies out there. Shop around and avoid the pain of stress you’ll no doubt encounter by dealing with this company who doesn’t give a fig about their customers. Nightmare.

Unnotified Billing Increase since March 2024**

Hello,

I am a virtual office client in New Brunswick, NJ.

Since March 2024, I have noticed a significant increase in my monthly billing without any prior notification from Regus.

I reached out to the New Brunswick office representative, Daniel, who informed me that I would receive a response and resolution for the issue by May 24, 2024. However, I have not yet received any communication regarding this issue.

Please reach out to me by phone at [protected] to discuss this matter in detail.

Thank you.

I rented a Regus Private Room from mid Sep 2023 to Jan 2024. All invoices were paid on time and they charged quite a hefty restoration fee although it was just a short-term office use which I paid without any issues too.

I followed their offboarding instructions and returned keys on time and an official request for retainer refund was placed. Their Toronto community associate confirmed my refund account details making me believe things were going to go as smoothly as my payments did each time around.

They were supposed to have refunded the retainer balance within 45 days of my contract ending which was Jan 31 2024 and we are well over 45 days (Mar 20 2024). But there is no sign of them showing any interests to do so. What a shame since I had absolutely no hiccups or complaints whatsoever during my 4.5 months stay otherwise.

I have been diligently following up with the designated Toronto associate but each time I email, I am asked to wait for a response and have patience. Wonder how patient these people would have been if I did the same and delayed my payments? Oh wait, that's right - you would have charged me interest/late payment fee.

Leaves such a sour taste to end things.

March 2020 I requested that my office space be downgraded to a mailbox. I received the following response "Hi- As for downgrading to a *** account, I will have a new agreement for you to sign by the end of the day!"After receiving this response, I felt heard by management and felt sure they would follow through. I would soon learn that,in dealing with a new person when the community manager went on furlough, the person taking her place did not intend on honoring the agreement that I made with the former Community Manager both verbally and via email. On March 27th, 2020 I received the following communication from the "acting" community manager: "Hi- My name is Brooke *** and I'm the Team Lead for Operations in Downtown Denver. Do you have time today for a quick call regarding your lease and your downgrade? I'm available whenever. Best,Brooke *** /Community Manager Team Lead". In response the same day at 12:42pm I emailed indicating that I was free until 7pm that day; no response. I called Brooke; no response. Eager to get this new contract resolved, I then sent her another email March 27th, 2020 at 4:40pm and made sure to provide my private cell; no response.I waited about a week and sent another email following up March 31st, 2020; no response. April 6th, 2020 I eventually escalated the issue to the help desk, who directed me back to Brooke ***. Finally, April 9th, I reached out to the furloughed community manager in frustration (who responded quickly and was more available then Brooke ***, the "acting" community manager);she was kind enough to provide me with a more direct number for Brooke. I called the provided number and FINALLY received a response. Brooke essentially indicated she would not fulfill the promise made by the former manager.Brooke said, there were "programs" that were being offered instead for rent reduction. In a nutshell I am still paying a high rate, and feel I should be given what was promised. The program only helped w/taking 50% off two months rent.

Regus charged me £519 in July 2023 as retention money on the top 2 month deposit agreed before signing the contract.

Regus failed to provide me furniture as agreed in the deal so I'm didn't about use the office for 4 month in the 6 months contract signed

My business suffer financial loss due lack of furniture and paying the rent for empty office for 4 months

Regus hold the retention and deposit money for extra 45 days without any late fee or interest, were as agreed that they will return it within 30 days of end of the agreement.

Dears, We are Dolaka in England, We are waiting for refund from Regus Riyadh office since July'2023.

According to the House Rules, the retainer and deposit should be returned to our account within 30 days. But as of today, we still haven't received this refund.

Below is the email thread copied. No proper response over email.

Re:  C-142552-D7T4 CRM:[protected] / Case Number C-118366-D2T1（previous case number- problem unsolved）

I am following up on my previous email sent on December 6th regarding the refund for case number C-118366-D2T1. As mentioned in my earlier query ([protected]) with CRM#: [protected], by now，I have not yet received the expected refund.

Your email on December 11th stated that the refund, comprising of both the account balance and deposit, would be sent to my account within 30 days. However, this refund amount has not been received in my account yet.

July 2023

We got in touch with Regus to refund our retainer for our rental office. Please refund（The total refund amount is 2,444.34GBP,include Retainer 689GBP & Deposit 1,755.34GBP）to our bank account. They agreed. The went about sending the refund which never arrived in our account.

Dec 2023

We also providing evidence from the bank that no money was received from Regus. Regus Account Helpdesk again, promise will process this as soon as possible but keep in mind that per Terms & Conditions this processing will be done in 30 days after request.

July 2023-Feb 2024

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.

We left our office space at the end of November 2023. According to our agreement we should have had our retainer returned within 30 days. We are now almost to March 2024 and the retainer has not been returned and all requests are ignored. Regus are sitting on approx £90,000 of our money. The centre manager is just a "face" and has no ability to do anything, there is no way to talk to a real person and requests through the portal are ignored. Having to look at starting legal action to have it returned.

The below email chain outlines how we have been dealt with as a customer of Regus.

The apology (last correspondence from Regus and had to be requested from regus) is only made 'if' the regus representative made a mistake. At no point did the regus representative clarify that money will definitely come out automatically in future counter to their instenance that this was the case.

Hi Anthony,

Thank you for coming back to me.

First of all please accept my personal apology If I have misinterpreted the query as such. Indeed I have not provided a direct answer on whether the payment is going to be lifted from your card automatically or not as I got the impression the main question here was about late payment fees which I could not credit as I needed to follow the company guidelines.

Also I would like to extend an apology on the behalf of the company as at places our policies and procedures can be indeed rigid and not customer friendly.

We appreciate your business and hope we will be able to assist you better in the future

Once again thank you for the time to contact us.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

Subject: RE: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Thankyou for confirming that funds will come out of our account automatically.

This clarification is all that we have been asking for. Your first email may have stated this but subsequent emails have not and no clear responses were received despite being requested, which as caused confusion and continued angst from our end. .

Your response assumes that we are disputing the late payment fees which you assume forms the basis of the complaint. This is not the case as I have already clarified.

I was simply looking for a straight answer that you have just provided, which would have drawn a line under the case a number of email ago.

I fail to see why Regus chose to drag the matter out. The complaint remains in place and should not be disregarded even though you feel that it is at your liberty to do so.

Your previous email is dismissive, and does not seek to understand the nature of the complaint.

Please send through your complaints procedure as previously requested.

Regards

Anthony

Subject: FW: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Hi Anthony,

Thank you for your email.

Please note that I have already informed you in the very first email that you are now set up for autopay (after you re-added the card on January 29 2024). Your account has 2 unpaid invoices which are pending for auto payment (payment date February 18th). If the payment fails you will be notified with an automated email.

In regards of your complaint this was already fully addressed with my previous email (see below).

"

Please be informed that I have been entrusted by the company to provide full resolutions hence this will not be escalated.

Also please rest assured that all options on how to accommodate your request have been considered.

I believe that the requested explanation why we consider the late payment fee valid was provided as detailed as possible and within normal business practice.

Please be reminded that your account used to have a card set up for autopayments in 2023 however later the account was blocked for unpaid balance and the autopay was therefore removed from the system about which you were aware as you have been processing payments manually since then (since July 2023). The card has been readded only recently so your account is again set up for autopayments.

Even though I understand your points of view I am sorry to say that your comments have been reviewed again with the same outcome that we consider the late payment fee(s) valid.

I can imagine that our resolution will leave you unhappy; however our position has not changed.

Please consider this as our final resolution on this query. "

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

L.,

I note below that you will be informing us if money does not come out. Ignore the previous email as you are already actioning this.

Thankyou also for confirming the frustrations that we have not been able to get a clear response up to now.

You threw me with the rest of the email.

Regards

Anthony

Subject: Re: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Dear Anthony,

Sorry that you are not be able to get a confirmed answer and I really do understand your frustrations.

I will be able to confirm once the payment run is pulled round 15th to 18th of this month . As I have confirmed before it is clients responsibility to make sure payments are paid and we cannot confirm this as sometimes cards expire and clients do make amendments on My Regus that affect payment process.

This is in our terms and conditions

As you know I will do all I can to help with this.

Kind Regards

L.

Community Manager

________________________________________

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

L.,

I would be grateful if you could confirm the amount of time and effort that we have spent trying to get a clear response and that it should not be ignored out of hand as per J. email below.

You have previous stated your frustrations (as someone working for Regus) in trying to get a clear response on whether monies will be withdrawn automatically from now on or not.

I would like this matter to come to an end / dealt with and not be ignored.

Thanks

Anthony

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

J.,

I note that you have once again ignored my request for clarity.

For another time we request that you confirm that payment will be taken out by yourselves and that we will not be subject to future late payment fee if yo are unsuccessful in doing do.

If payment is not going to be taken out by yourselves this month we request that you confirm the amount that we should be paying manually.

We are not disputing the previous late payment fees (even though we find it frustrating).

Please confirm the above and continue treat this as an official complaint. The complain is that after repeated attempts of seeking clarity – this clarity has not been provided.

Please send me through a copy of your complaints procedure as I fail to see how you can ignore a complaint in this manner without even dealing with the reason for which the complaint was raised in the first instance.

Please deal with this as a matter of urgency.

Regards

Anthony

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Hi,

Thank you for coming back to me.

Please be informed that I have been entrusted by the company to provide full resolutions hence this will not be escalated.

Also please rest assured that all options on how to accommodate your request have been considered.

I believe that the requested explanation why we consider the late payment fee valid was provided as detailed as possible and within normal business practice.

Please be reminded that your account used to have a card set up for autopayments in 2023 however later the account was blocked for unpaid balance and the autopay was therefore removed from the system about which you were aware as you have been processing payments manually since then (since July 2023). The card has been readded only recently so your account is again set up for autopayments.

Even though I understand your points of view I am sorry to say that your comments have been reviewed again with the same outcome that we consider the late payment fee(s) valid.

I can imagine that our resolution will leave you unhappy; however our position has not changed.

Please consider this as our final resolution on this query.

Once again thank you for the time to contact us.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

------------------- Original Message -------------------

Subject: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

J.,

We received zero notification that he card had been blocked and are aware of no reason as to why this would have been the case.

We have asked repeatedly over the last couple of weeks whether payments will now come out automatically or whether they have to be made manually.

We have yet to receive any clear response on this and still require a clear response. We see no reason as to why we should have to ask the same question multiple times.

We also find it completely unreasonable that the stopping of automatic payments could not have been raised with us so that we could have rectified the matter sooner rather than just continue to fine us for late payment.

I would like a clear response on both matters above please as soon as possible as this has dragged on more than long enough without any satisfactory or clear responses.

Please treat this email as an official complaint and raise with your manager.

Kind regards

Anthony

ANTHONY MCCLOY

Cc: recep stansted

Subject: Your recent query (7952156) CRM:[protected]

Hi Anthony,

Thank you for taking the time to contact us.

My name is J. and I will be assisting you with your query about late payment fees which has been raised by your local team asking to credit the most recent late payment fee.

Please note that your account used to have a card set up for autopayments in 2023 however later the account was blocked and the autopay therefore removed from the system about which you were aware as you have been processing payments manually since then.

Payments for November and December invoices were received late based on which we consider the late payment fee valid and we will not issue a credit note.

See the attached statement for more details.

Should you have any questions, please do not hesitate to contact us via the Help section of your online account.

Kindly include the following reference number in your message so that we can help quickly and efficiently: C-396690-H6T9

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

------------------- Original Message -------------------

Subject: RE: Your recent query (7952156) CRM:[protected]

Hi Anthony,

We have received your query and started to investigate further to present you with the best possible outcome.

For your specific query we need to consult with another department, hence it may take a couple of working days before we can provide you with further information.

We do thank you in advance for your patience while we get your query sorted.

Should you require additional information or if there is anything we can assist you with in the meantime, then please do not hesitate to contact us by replying to this message; we'll be happy to help.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

I recently hired a meeting room at Birmingham Airport for a coaching session on behalf of my boss. When I received the email confirmation it said that a member of reception would so them to the meeting room so I didn't think I had anything to worry about. On the day I got a phone call to say they had not checked in as they were running late I said they will be using the meeting room their meeting before has overran and they will arrive in 5 minutes. They parked up and couldn't find the building so I gave them the contact number for the person who I had spoken to (I presumed were the reception staff at the office) and said properly best to ask for direction. He sent them to completely the wrong place and upon arrival there was no reception there to ask for help. We did not realise you needed a key on your phone to open the door. We were going back and forth with phone calls to the receptionist to help us to try and open the door not at any point did he say he could remotely do it, all he kept on saying was you didn't read the email correctly which was not helpful at all. He finally proceeded to tell us he can open the door. They got into the meeting room which was freezing cold and not inviting for a meeting and there was no tea, coffee, water which when I booked the meeting room it said all of that would be provided. So they did not use the meeting room as this was not at all the right environment for a meeting/coaching session. I have also been over charged and the invoice I was sent does not explain where these extra charges have come from. When hiring a meeting room I would expect it to be at a standard people would be able to work in and comfortable.

The building is a mess, the centre managers are both unfriendly and unhelpful, I attempted termination due to the state of the building, this was actioned on the 24th December, for whatever reason it didn’t execute and I received a renewal agreement on 1st Jan 2024. I immediately emailed to cancel, was told this was only possible in 7 days (despite statutory 14 day distance selling regs) so I believed it was sorted. The centre manager ( who only directs me to the rubbish online portal with zero access to people) told me it was sorted only for Regus/HQ/centre manager to magically added an extra month to my contract. The building toilets and showers are disgusting with urine, faeces regularly on the seats and caked in the toilet brush, there is a hole in the ceiling on my floor which has been there for 2 months, I cannot bring clients to this filthy building. I’ve been there for 4/5 years and the idea it’s a ‘serviced’ office is a joke. There is zero service.

Hello

Account: [protected]

On July 2023 I was Suspended from using Regus Services although I had Credit on my balance

I open tens of Ticket with no success till I got my contract canceled

Even though I was Suspended, my credit was reduced each month till it get ZERO

I opened a ticket asked for refund of my July Credit OR USE as Services

like Cowrking , but no success

I hope I get this resolved

Youssef

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