Regus review: Front desk losing important letters

Hello
We are customer at Regus Laval since 10 yrs. We never get any problem
We are rarely phisically in the office, but I was in Quebec over the period, so I was able to go at the center.
We are providing immigration services to business people and 2 or 3 business like mind are in Laval center.

The goverment of Canada send Work Permit, Resudent Card, Student permit or Extradiction letter to the center, and, sometime the do not MENTION YVAR on the letter but the name of the candite. but, evrybody is aware of this since long time and like a told you, we are 3 immigrations business in Laval regus center. You will understand that Goverment letter are HIGLY important and can get hudge impact on my client.

Last July, I send a request to the center since I was missing some letter.
(3 or 4).

I send back a request to ask the fromt desk to check with other compagny or if the letter has been file in a different folder.

After I got a notice from goverment of Canada on new letter. so I asked the front desk again. We are currently looking for 10 letter's now.

The center answer was : We do not received it.

YVAR have to re-do the file and send back to Goverment of Canada.
The coast of re-do is estimated at 4000$ CAD.

At one point, one Canadian officer asked us, why we are re-submitting since you refuse the letter send previously? So we undertasnd that the front desk return mail, witout any notice.

I contacted the manager.

You manager is a totally unprofesional manager who can absolutly not handle critic's. He blame the former team, he blame us, and he also blame the courier or he b;ame the process. Again, we do this since 10 years wihout any problem!

He told me after one letter has been give by mistake to a courrier, that the courrier should know what he is picking! please note that I send a email telling the front desk that courier will come pick up a BOX.

He answer me that he is doing a favor to me! Wait a minute. I pay 20$ extra by month. It is a service and it is should be handle with profesionnalism. it is not a FAVOR.

And he conclude that he will stop the FAVOR, and now charge us 9$ by letter...

so he will change the term of the contract just because he is incompetent and he can not handle critc and find solution.

Plus he tell me that I am impolite!

Dear regus, if you apply new price... I will pay it.
But, you will loose a loyal customer. I am everything except impolite. I am direct, honest and I do not accpet that kind of comment when I am the person trying to help and resolve cases... I take time to submit the complaint to the manager and instead of taking action, he will charge us more!

This guy should not work has center manager. He is not able to take responsabiliies.

Lucas Stabio
Community Manager/Directeur de Communauté

regards,

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