Regus
reviews and complaints

Working with Regus has been the most horrific experience. I set up automatic payments when I began my service and after a year of service, unbeknownst to me, I noticed that payments were not automatic any longer. I had a bill of more than $2, 000! I discovered that situation and inquired to customer service how to resolve it. Everyone that I spoke to promised to "get back to me." Of course, no one did. Each time I called, I had to explain from the beginning and try to advocate to remove fees and to make payment arrangements. The customer service representative spoke with his supervisor who was "looking into it". Never heard back... On last Friday, I received a court action against my company for the outstanding fees. I am livid! This company takes advantage of people and has no customer care or services. AVOID REGUS AT ALL COSTS!

Hi,

I took a space in Regus St Martins Tower in Perth. Ref: 9890202

I paid 1 month and then a 2nd month as a deposit. I had planned to use the office for 2 months. After 1 month, my plans changed unexpectedly and I will not longer be in Perth.

As I used the office for 1 month only (slightly less actually) I requested my bond be returned as I would not be there for the 2nd month.

I was told that as my cancellation did not come before the 1st of the month I would be charged for that month and I had to give 30 days notice of cancellation, which would run into the 2nd month so I would also be charged for the second month.

The Regus staff in your facility were helpful when I was there, but I have not had any understanding when trying to seek a reasonable resolution to this.

I did not recall, or see, the conditions of the 1 months notice, and Regus is not down any money, I have used it for 1 month and paid for 1 month. It seems like the company wants to profit at my expense, over some fine print.

I will be back in Perth for a longer period and had planned to hire an office again, so thought some goodwill may have been extended to me, as a customer.

The office was also painted while I was there, although I was informed it was being checked for painting only. The result of this was, the last week or 2 of my time there, it was full of headache inducing paint fumes...which I did not raise as an issue and try to get myself moved.

I would appreciate it if a Regus representative to display some understanding and acknowledge that Regus is not out of pocket, the space is not tied up and return my bond as I had no way of knowing my plans would change.

Regards,
Martin

Had taken membership (membership number [protected] ).

First of all enable my account which is disabled on FALSE ALLEGATIONS.

Please find attached the excel sheet view containing my bank statement entries which says no dues from my side. Regus does not see the excel sheet provided by me MULTIPLE TIMES whenever I send to them and and every now and then keeps on sending me reminder to make the payment which were ALREADY PAID by me long back.

For last 2 years this reminder business is going on - to waste my time and your company time.

Account is given for each and every rupee in the excel sheet.Please refer.
resolve asap as i my account keeps getting disabled again and again and my office gets disturbed

Please call me back to hear sad story from me about regus.

thx
Kamal
+91 [protected]

They double debited my account for the initial one month rent and two months retainer for the same office before I moved in, l still haven't moved in and now I'm struggling to get my money back, they keep telling me that the money has been reversed and that it will reflect at 12 midnight or 12 midday I've even asked to cancel since it's only been three days from when l spoke to the salesperson but it doesn't seem like that's going to be possible, I'm now thinking l might never get my money back which is just over R86k

Regus has been charging me rental way after we vacated the premises. we have sent numerous queries on this with no luck from Regus.

we have now written to the Global CEO Mark Dixon and hopefully we will get a response.
Email to Mark
Dear Mark

I write to you out of utter frustration with your South Africa franchise which is still sending me invoices way after I terminated my lease agreement with them.

I have been trying to get hold of any one at Regus to assist in resolving this matter without any luck and even to this date I still get Regus invoices.

Add to that this account has been referred to a debt collector for money that I do not owe Regus and this puts my credit profile at risk.

Both my lawyers and myself have written to Regus numerous times without a response, we have tried to locate this collection company without any luck.

Please assist.

[protected]@theafricanstorytellersa.com

i have been trying to get my retainer refunded since january 2019. i have competed the online form as they request but the format i submit is always wrong. it does not tell you what format to use and no one on the call centre knows. then they sent me a form to fill out manually. i did. everytime i call to follow up the wait on the phone is super long and the people have no answers other than to submit an email to their accounting department in barcelona asking my question. the call centre person gives me a case number and says they will call me back. no one ever calls me back. so the cycle starts again. i have to call in, wait on line, get no answer, ask me to submit a request for refund online again and to try a different format and then the manual form and then i call in again and still nothing. i am starting to think this is intentional and fraudulent.

has anyone successfully gotten their money back?

1. Fire extinguisher placement and their regular checkup (Safety)
On 15th floor there is only one extinguisher which is empty. (Non-compliance of Safety procedures) Snapshot attached for your reference.

2. Entrance locking system malfunction (Safety)
Since very long its being highlighted but Regus, BBR team just not seems serious to rectify.

3. Washroom exhaust system malfunction (Health)
Since long installed exhausts are not in working condition and due to it an unbearable ambiance surrounds even outside washroom (in corridor).

4. Air Conditioner recurring malfunction issues (Discomfort)
Since May 2018, several times same Aircon got out of order and they take days and week to rectify. We can understand that if that happen on a instance its acceptable but repetitive incident shows some fishiness and need to get it scrutinize.

Going through the same problem

moved out in March, now its June and we still waiting for the retainer to be paid back! They told me 3 times that it was paid and each time there was some sort of error. Call centre has no idea what is going and on and they just lie about things!

I am not surprised to see that it happens to other people too! I will take it to NZ Disputer tribunal as i have no further options of getting my money back

So far I had 4 "Confirmed" refund dates 8th of May, 13th of May, 23rd of May and 3rd of June

Please see the screenshots for the proof of comunication

I was a member of regus group during 2015/17 and using business lounge facilities.

Regus were taking payment directly via debit card from my us account.

I expected everything was going well. Then, regus contacted me about a missing payment that happened 6 months earlier and blocked my account.

Since that time, i asked to review all payments. They took more than 3 months to investigate, passing from one staff to another.

Then, 18 months later they provided me the final figure (less than 100 usd)

however, regus said that we had a contract breach and is willing to charge me the last 18 months that i was not able to use their services.

Instead of 100 euros, regus is asking me for 500 euros. We never had a contract breach, but a payment issue that blocked my account.

I've been trying for several months to close this contract. We have no option to go to court to dispute this issue.

I have proof of my interest to pay the payment missing and requests to close the account.

On April 21st, I tried closing my Regus account online but their site wouldn't allow me to close it. I then tried contacting my local community manager who told me to contact the Regus helpdesk because she cannot make these kinds of changes. Next I tried calling the published 1800 number and could not get through to an agent. A subsequent call ended the same way as I was unable to get an agent on the phone. As a last resort, I sent an email to account.helpdesk@regus.com requesting assistance closing the account and they even sent an auto reply that they received my email, but they still have not responded. This is crazy! Somebody please contact me to refund my last month of service and close the account. I shouldn't have to jump through all of these hoops to fulfil this simple request.

My account number is 8949223 and my email for the account is [protected]@primefurniture.com. Maybe this method will work as I have exhausted literally every other means of communication.

I had a co-working membership with Spaces (a brand that is owned by Regus) for a few months whilst I was travelling through the United States, but cancelled it in December as I was going to be returning home at the end of January. Requested a refund of my $350 retainer near the end of February and have been waiting endlessly since.

Made numerous phone calls to their "Account Helpdesk Team" (which is far from helpful at all) who kept insisting that the refund would be sent shortly and that they're really sorry / I should wait another week. Finally after like a month and a half they tell me that they sent the refund in the form of a cheque... A cheque where? I never even provided them with my address, simply bank account information. Now the cheque has to be cancelled and the deposit will be sent back over wire transfer... I feel like this is simply and excuse to buy more time and keep my money in their account longer so they can make interest over it.

The style of business that Regus is doing is absolutely ridiculous and seemingly I am not the only person who is having issues with them refunding money to their customers. There are hundreds... if not thousands of complaints online across different message boards who are all complaining about the same thing. I am clueless as to why this has to take so absurdly long. A simple payment should not take 3 months to send out.

Anyhow TLDR: Never again. If they [censored] up on $350 imagine how people would feel who rent actual offices with them and have to wait months on thousands of dollars in retainers.

Hopefully there are people who Regus employs that understand my message and especially how frustrating and ridiculous this is. For those... My Spaces account number is 9353566, and there is an ongoing ticket labelled "CRM:[protected]".

I wanted to only rent an office for one month (January) but found mid-January that I was billed for February. I could not figure out how to cancel my account. So I emailed customer service CRM09860721 on 1/17/19. They told me to press the button on my account page to cancel the account... I am a smart MBA psychologist, so I looked around and saw a "cancel membership" page. But they said they needed to charge 30 days out - and Feb is a short month. So I was charged for Feb and March! Agh. March goes by and nothing, so I assume we are done. April 22 Invoice 9002-652450I get a bill for April and May! What? I contacted customer service and they said I had to press and "end contract" button BUT THERE IS NO SUCH BUTTON ON MY ACCOUNT PAGE! I sent them a screen shot to confirm this. How can I be expected to know there is a missing button?! and that the membership cancel button did not get me out? I told them as early as mid January that I wanted out! After explaining there is no "end contract" button to the rep, she said she would not charge me for May. But what about April - where I did not even get a bill in March alerting me to the issue? and so I have paid 4 months! i was told that my issue has been on a manager's desk for weeks now, but I don't expect to get a call back. At least I do not want to pay April, but do not feel I should be charged for March either. A horrible scam. If I do not have any action here, I will have my lawyer draft a letter.

The sales confirmed that the contract can be terminated with a 60 days notices to avoid charges. However, the customer service said it is not. This is truly misleading!

I have provided the email proof sent from the salesperson, the customer service agent promised to follow up with the sales team but I didn't receive any update after 3 weeks.

Moreover, they just send me a final notice to collect the money!

Do not use their service!

I agreed to a 6 month contract with Regus Manchester in the UK. Made it very clear I only wanted it for 6 months. I paid the full fee in advance. During this 6 month period, I used the office approx 10 times, 3 of these times I had to leave due to the heating was broken. Also the kitchen was out of service due to "furry friends" ( as they put it. This didn't stop them trying to over charge me for kitchen services.

My contract ended on March 31st, on the 23rd March I contacted my rep to ask why did I just receive a letter from the legal department stating I owe them a few thousand pounds for the renewal I agreed to.

I contacted them, they said as I don't respond to an email on Dec 10, they renewed my contract for 6 months. Horrible service, I tried to explain to them I spend a lot of time in China, gmail doesn't work here. They replied, pay 50% of the 6 month contract or their lawyers will be in touch. This being said the "new contract " ( which I didn't agree to) is only 11 days old. Really unhappy with the service from Regus UK .

To Whom It May Concern,
After multiple complaints of the same issues, with no resolution, I am seeking mutual agreement to end my lease early with no penalty.
I feel that Regus is in breach of the commercial lease agreement with Loanezi, as there have been numerous breaches of business critical services that you are meant to be delivered upon.
I took on the lease with Regus predominantly for the
• Convenience and cost saving with shared telephone and internet services
• But principally for the premium call handling services
The phone call quality and also the internet is way below acceptable. To the extent of where I have installed my own phone system and my own data router for Wi-Fi. This is costing me around $600-$800 per month, and a cost that I really should be seeking compensation for as Regus is in breach of the agreement we have with not being able to provide a reliable business grade service on both fronts.
The premium call handling has been unacceptable with continuous issues since the start. There was a period where the reception staff said Regus had severe technical issues, however these same call handling issues have consistently been there.
To name a few examples of what has been happening:
• The wrong call transferred to my business
• My client calls transferred to the other businesses on the floor
• Callers being answered and then told they are about to be transferred to me and then placed on hold for a long time and eventually disconnected
• Cold transfers with no introduction - this has happened repeatedly
• Clients leaving messages on the Regus phone system and it not being passed through
• Callers being hung up on
What has made this more difficult is that the only time I would ever be aware of these issues, would be when a client would tell me about it and complain, which would happen at least several times a month. The reality is that only my very good clients would take the time to complain, other clients would just assume that Loanezi is some "dodgy" business and never call back.
Clients have asked me if I really have an office or if I just pay Regus to take calls for me. This is a damaging impression for clients to have about my business, and it is not true. Unfortunately when you are growing a business, you will never know what new potential clients you are losing as a result of this impression that the poor call handling is giving.
I don't want to make a big deal about this, but I am unable to operate in this environment because it is not good for my business and it is damaging my brand.
I have paid up to the 30th of April, and I would like the lease ended there with no penalties.
I believe this is a fair outcome and I would appreciate your prompt response so that I can find a new office space that will suit my needs.
I have logged this request with the reception staff, however I am not sure they have actually logged it as I have asked for a reference number for the complaint and it was not received.
I need this resolved.
Regards, Renee Tocco
Managing Director - Loanezi Pty Ltd
mobile - [protected]

we received this email with 3 days notice for Regus closing their 20th Floor reception desk at the 1066 West Hastings location in Vancouver. This is totally unacceptable and unprofessional. There are clients moved to 20th floor because there is a receptionist. Now, they just give you 3 days notice, that they longer have a receptionist on the 20th floor. Typical Regus... worst of all, they actually called us "Valued Clients"...really? We have website that says 20th Floor and business cards that are printed for 20th floor. At the least, give us 3 months notice just like we would have to give you 3 months notice if we decide to move out.

Unhappy Tenant,
Regards,
Adraina

Dear Valued Client's,

Along with other changes happening in our Regus Oceanic Plaza centre, effective Monday April 15th Regus will be closing the Reception Desk on the 20th Floor.

The Main Reception Desk will now be on the 23rd floor. To access the 20th floor you will be required to use your access pass. When your guests arrive they will have to come to the 23rd floor reception and we will advise you they have arrived where you can either come collect them or we will swipe them down to 20 for you where they can wait in the seating area.

All Virtual Office Mail and Packages going forward can be collected from reception on the 23rd floor.

We are looking forward to big changes happening in our centre and hope this new adjustment is seamless and causes little issues for our clients.

For any questions or concerns please contact the Community Lead David at David.Kenney@regus.com.

Thank you,
Your Centre Team!

DAVID J. KENNEY
Community Manager, Team Leader
david.kenney@regus.com

3000 locations, 1000 cities, 120 countries

666 Burrard St.
Suite 500
Vancouver, BC
V6C 3L1

M +1 (604) 688-9276

As a virtual member, I agreed to pay Regus $89/mo for 12 months. After the first couple months, they began charging me the $89 plus a random charge for $1, 110, $1, 259, and then again for $1, 322. Each time they take the unauthorized amount I have to call them, wait on hold for 20+ minutes, explain the situation for the next 30+ minutes and then usually don't receive a refund of the money until I call back a few more times. They always take over 2 weeks to refund the money to my account. Each time they say the issue is fixed but obviously, it's not.

On the 11th Match 2019 I attended the UK passport offices in Benoa Square, Bali. I was obtaining a new passport for my 3 year old son who was with me at the time. I was informed by the passport office that I would need to photocopy his old passport so I was directed to a sister company to obtain the copies. They were unable to assist due to a printer problem so I went in search of a location to make the copies.

I entered the Rugus office at Benoa Square Bali, a floor down from the passport office where I was informed that 1 colour A4 photocopy would cost rp20000 ($1.4).in order to keep my appointment at the passport office I reluctantly agreed to 1 photocopy of the main page.

I was told by the passport office that the whole passport needed photocopying so re attended the Rugus office and reluctantly paid another rp300000 ($21) to have 15 pages copied.

I asked the female receptionist for a receipt and she just laughed and refused. Clearly the cash I paid went straight into her pocket. Although I agreed to paying the amount I am alleging theft employee with the victim being Regus. I have contacted Regus via their feedback system on their website and have been ignored. The incident would have been captured on their CCTV system.

We have 3 virtual office at khar - mumbai center for our three companies. One of these offices anahhata builtwel private limited is going for an entity change from private limited to llp.

For that we need consent from regus that they are ok with the entity change.

Regus has refused to do so.

What is the reason behind giving your customer such a small favour?