Replied
Private Office - Singapore
Office 43040 - Signature by Regus Asia Square ([protected])
Office lease finished 31 August 2023 and retainer refund was requested well in advance. The agreement states it will be refunded within 30 days but I have not received it and we are in mid-October. The help desk initially said it was processed in September and was in the nearest payment run but it was never received. Subsequent follow ups have provided no information to explain why it hasn't been returned. I keep getting a response such as "we are awaiting a response from the billing department on processing". There is no information provided. No one can answer what the status is and when i will receive my retainer balance. I do not want to wait for a further payment run. It should be deposited immediately and there should be compensation for the delay and run around.
Desired outcome: Return retainer deposit asap and offer compensation for the delay.
The retainer has still not been refunded. No info on when I will receive it. The most atrocious customer service.
The retainer has still not been refunded. More commentary about it having to be "rerun". Unbelievable. Just deposit the money already. Its coming up on 2 months since the end of the contract. One would think after such a delay, it would simply be escalated and deposited asap.
Still no update on the deposit. No yet received and no info on when it will be.
Please provide specific details such as the precise date it will be deposited in my account. I don't want it "rerun" in some later cycle. It is already overdue by a couple weeks and should immediately be deposited in my account.
The company claims that it is assigned to "payment runs" and to expect 5-7 days to be reflected in the account...but this is completely absurd. It could and should be transferred same day into the same corporate bank account that was on file and used in the refund request. It appears I am not the only one with this issue.
Retainer received 14 November 2023
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 was processed successfully.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Signature
Regus virtual office
On September 20, 2023 (less than a month ago) I signed a one month contract with Regus. After I signed up with them, literally 10 minutes after signing up, I found out from all the google reviews that they were a scam. So I Immediately wrote them telling them to cancel my contract (this is within 10 min). I ALSO called the Regus center letting them know...
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I started my contract with Regus July 2023, at that time one of the most appealing reasons I decided to go with Regus is because they offered a business phone. With the way the world is changing any form of a landline phone has become extinct and I sometimes need to be on the phone for hours at a time so I can’t always use my cellphone. I was so excited to...
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I previously sent a message on your website to terminate the agreement. The state of tennessee does not allow commercial mail services as viable business address or mailing address. So I can't use this service and nobody at Regus new of this prior to me paying for this service. I understand you guys are a reputable company and will respond in kind regarding this matter. Thank you for your understanding and attention.
Desired outcome: Early termination of contract agreement
I received an email Stating that if I mark resolve I can get a full cancelation of my agreement and will be free of any commitment I have with them. T
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I was the victim of a very rude reception staff member at the Regus building in St Albans. Having attended all of my appts without any issues with parking previously. The reception staff ask for my car registration number and make a note of it. This was my final appointment today 06.10.23 at 11am I came out of my physio appt to see a traffic warden talking...
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Unrefunded deposit, 35 days after agreement ended
RE: Isaac Gakonya ([protected])- Previously your tenant at Regus, Fairbourne Drive, Milton Keynes. MK10 9RG 1. I vacated the above office space on 31/08/2023, when the agreement ended, after having been your tenant for 3 years. 2. On the same day-31/08/2023, I requested for return of my deposit through your online portal, and I received an acknowledgement...
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Partial Deposit Refund
We requested a partial deposit refund in July 2023, it was promised that funds would be transferred on the 7th of September 2023, but nothing happend. I tried to push support team and our bank notified that we have pending payment from unidentified entity, we asked Regus to state full name as sender, they rejected, and bank rejected payment.
We persuaded bank to accept payment but support team stopped to answer our requests. Untill now we haven’t received funds.
Desired outcome: to make a partial deposit refund as requested
This request was not resolved, but marked as resolved to the customer's satisfaction.
So the information which is provided on this website is false.
This complaint has been resolved automatically due to user's inactivity.
I’m sorry to hear you’ve had this experience.
We fully understand the importance of receiving your refund promptly.
It appears that your initial refund was rejected by the bank due to details that did not match; this is outside of our control
We’re reprocessing the refund for you now and our representative that is already in contact with you will update you as soon as possible.
Thank you for your continued patience.
Best,
Lorraine Brule
Global Customer Service at Regus
I’m sorry to hear you’ve had this experience.
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 > Billing and payments > Deposit / Retainer balances, where a specific section for refund request is available. We will then confirm your payment date and amount.
You should receive your refund within 30 days after your end date or request date (whichever is later). It’s an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.
If it has been longer than 30 days, please get in touch so we can investigate further. We may have received incorrect data.
I couldn’t see your email address or Regus account reference in your message. Please could you send those details to me at lorraine.brule@regus.com so I can support you?
Thank you,
Lorraine Brule
Global Customer Service at Regus
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Unfair auto renewal
My husband was renting an office with the original contract end date of March 2022 in Arizona. He had been a well paying customer since 2020 and we have sung your praises until now. We relocated to Virginia in 2022 and upon being asked in person by a representative in your office if he was going to renew prior to that he stated he would not be. The...
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This is a complaint about [protected] unprofessional behavior at Regus (70 East Sunrise, Valley Stream, NY 11581). This lady is not of the temperament to effectively handle front facing customer service. She barked repeatedly at me and everyone else who dared try to open the door without "reading the note" that she angrily says tells us "you must wait to be...
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Retainer Deposit
I have asked for my retainer back $3880 when my lease was terminated by them. It's been two months and I still haven't received. When I e mailed the office manager she told me that it was processed Sep 1st 2023 ,as of today the money is still not in my account. Then lately they sent an e mai that it is taken a bit longer because of they are having technical issues...My name is Ty Matik and our office was Millenia Orlando location.
Desired outcome: My retainer back
This complaint has been resolved automatically due to user's inactivity.
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
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
I'm in the same position and I am not getting anywhere with it. I'm getting the same stock answer you are getting.
Hope it gets resolved for you.
Replied
Office
A TOTAL DISASTER! I have not been able to cancel the membership because it tells me that it will be canceled from February 2024. and I really want to cancel it immediately because I am very unhappy with the service and I want to end this relationship in the best way for both parties, because Regarding everything that appears in the contract they offered me, they have only fulfilled the part that I can have an office, but I have had to change REGUS headquarters because they sell all the offices, so the ones that are available are in a TERRIBLE CONDITION OF CONSERVATION, dirty walls, no air conditioning and even no internet, in addition to all the above, our clients cannot wait at the reception while we look for them, now they have to wait outside Regus, which is always there with the doors closed and our clients in the hallways waiting.
I'm talking about the Doral and Blue Lagoon headquarters in Miami.
I have videos of everything I've been through at Regus Doral and Regus Blue Lagoon, if you want I can send them to you.
I definitely don't want anything with REGUS from now on.
Desired outcome: i wanna cancel my contract thats it
We reached an agreement and my membership will be canceled as of Oct 31/23 and in addition neither I nor my company will be reported in any credit bureau, since we do not owe money to REGUS, in addition they will not issue any bad reference of me or me company in the future
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 line manager of your centre to investigate this as a priority and provide me with more information. 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.
Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Lorraine Brule
Global Customer Service at Regus
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Please be careful with Regus, they will try to get you locked in to get you hooked. They sound like a great deal in the beginning but later on they show their true colors. And apparently I’m not the one being scammed by this group. The services were not provided or met by them, the agent in the beginning that reached out to me to get the office was Eager...
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Office retainer
Today is October 2, 2023. Our office tenancy ended over a two months ago, and despite repeatedly submitting tickets, we have not received our office retainer.
We have made every effort to contact Regus, but without success. They continue to send generic emails and provide excuses. We strongly advise against trusting them with your money, as retrieving your office retainer has proven to be an incredibly challenging process.
Desired outcome: Returning of Office retainer
On October 4, 2023, I received yet another generic email with yet another excuse as reaction on my complaint, and there is still no sign of the money. The level of customer service I've experienced is absolutely terrible.
Issue was resolved on October 9, 2023.
After reading your comments I asked a member of my team to make enquiries and I am sorry to confirm that, on this occasion, your retainer refund has exceeded the 30-day timeline that we usually expect. I apologise for this delay and assure you we’re doing are utmost to expedite the refund.
Rest assured your tickets are not being ignored, our Account Helpdesk were in the process of assisting you at the time of this review and I’m sorry if the speed of their replies has not met your expectations.
My team member has contacted you directly to assist further.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I am in the same position in Singapore. 43 days and still haven't received the retainer and no explanation. Did you manage to get your retainer refunded?
I am also in the same position. It is quite unbelievable that they can’t simply issue the refunds! I’ve been emailing my Center Team, my Area Manager, Michelle Spire, Lorraine Brule, and the help desk for over a month (since they’ve been in breach of their contract regarding 30 days to return the retainer), and no one will simply tell me when I will receive it, or reply to emails with anything helpful at all. The only explanation I’ve gotten is some version of the dog ate our accounting software, and that can’t explain the deplorable customer service and transparency regarding this issue.
I'm in the exact same position and getting very generic emails back saying that it is being looked at. It seems like such a simple request.
Hope it gets sorted for you.
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Material breach of contract | office retainer refund not received
My office rental agreement ended on 8/31/23, and I have requested (on multiple occasions, using the Regus app and by emailing my local center representatives) that the retainer be refunded. There are lengthy delays between each reply, and I was informed that "something has gone wrong" with one or more systems at Regus. I also provided a voided check to...
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Deposit never returned
Hello, We have called customer service but they were of no help. Regus has not returned my deposit of $2000. $2000 charges on account dated 10/22/2019. Its 2023 and they have no record of it! I have called them and asked about it but all they say is they see no info on account. I have attached screenshot of my bank statement showing the charges and would like these to be refunded please!
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Additional charges has been added for the services which has not been utilised.
There was booking on 26th July 2023, I needed to change the schedule because Meeting was postponed and I didn't find the option on my application, So, Mail to the community manager or reception, But I haven't got any confirmation and update and that additional charges was added to my account and from last 2 months I have been asking for clarification even after paying the amount account is suspended.
Need clarification on this plus resolution on the extra charges and remove the charge till the account is suspended.
Once of the worst team I have scene and unresponsive.
This complaint has been resolved automatically due to user's inactivity.
I’m sorry for your dissatisfaction, but I am disappointed to see you posting a review for the issue which has already been clarified to you multiple times.
You made a meeting room booking for 26 July 2023. The room was then marked as unavailable for such date and time, to any other booker. We understand that you no longer needed this booking, but since it wasn’t cancelled on time, other potential customers were unable to use that room therefore, the reservation cost remains liable. Our online application/website (myregus.com) always shows the ‘cancel booking’ option for meeting room or day office bookings. Please note that you can easily cancel your bookings if you give us enough notice as displayed in our booking/cancellation policies. These are provided during the booking stage. Your centre team and the account helpdesk team have explained the same to you.
To help you further they have requested you to provide proof that shows the error you encountered when you tried to cancel the booking, but you were unable to provide it.
You were charged a late payment fee for the delayed payment of the July month invoice, and it is valid.
There are invoices pending for payment in your account and this led to it being restricted. We greatly value your business and want to maintain a positive working relationship with you. However, the current payment situation needs to be resolved.
If you need further help in this matter, please contact my team member who is in touch with you.
Thank you,
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 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
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