[Resolved] Regus Group — contractual issues and added fees
September 11, 2018
Re: Alert to businesses seeking Suites Office Spaces
Our small business was located within a suites office in Las Vegas. A few years ago this office was purchased by Regus. We decided to stay because of the location and have since renewed our leases, via annual contract, each of the past few years with no issues. However, Regus sent our new contract to us in May, 2018 to cover August, 2018 thru July, 2019. The contract presented to us at that time was in order and it was signed and returned.
The first week of July we received the initial invoice for the ongoing service to begin in August. But now, after a number of years at the Regus office they had included a security deposit with our fees equal to a month of service. The issues with us and contractually are:
1. There was no mention of a security deposit when Regus presented our new contract in May, either in writing or verbally;
2. Had we been informed of a security deposit, after several years as a client, we would not have signed a new contract to continue with Regus and would have terminated their services in May, a full 3 months before our current agreement was to expire;
3. As soon as the invoice came in with the additional, non-contractual charge, we immediately sent a letter of termination; and
4. Regus, with the addition of this fee that was not presented at the time of the renewal contract had breached the upcoming contract, therefore making it null and void.
Since terminating our agreement with Regus we have received ongoing invoices from them, with late charge fees. We have not only contacted their local office, but the office of the CEO of Regus USA in Dallas, Texas, to no avail. We have offered, as their contract states, to go to arbitration to settle the dispute and have agreed to abide by the decision of that arbitrator. Regus apparently does not wish to use these settlement services, which would force them to abide by the arbitration decision, even though that is the remedy for disputes as outlined in their own contract. Instead they have now turned the disputed amount over to a ‘COLLECTION' agency, with their target being the CEO of our company. Could this possibly be perceived as being done this way for any other reason than to have an individual harassed? We are a "C" corporation in the state of Nevada and the Regus contract was with the corporation, not any corporate officer individually.
We at CS Executive Marketing have always chosen to do business by giving every client of ours more than what was called for contractually. Yes, we a for profit business, but never at the expense of our reputation.
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
Regus Group Customer Care's Response · Sep 13, 2018
We are sorry to receive your feedback and to hear that you are unhappy.
We take renewals very seriously and great care in communicating how the process works. Furthermore, it’s our goal to make this an efficient yet very simple process for all our customers.
If for any reason this easy process doesn’t work for you, then we deeply apologise.
Prior to any renewal, our customers receive a courtesy reminder email, ensuring you are kept informed at all times and never taken by surprise. This email, which you received on 08 Apr 2018, provides several options on price, term, and the possibility to end the agreement if required.
Once your agreement has renewed, we will confirm it but if anything isn’t to your satisfaction we will still offer additional options if we hear from you quickly after the event. We confirmed this renewal to you on 05 May 2018 but haven't heard from you then.
As stated in all our communications, Virtual Office agreements require one month of retainer. We therefore adjusted your billing from August.
Please note that it is always worth checking your contact details are up to date in myregus.com, where you can check the status of your account at any time. You also have the option to end your agreement through your online account, as well as request your retainer refund.
Should you require additional information or if there is anything further we can assist you with then please do not hesitate to contact us at account.[protected]@regus.com.
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