Regus
reviews and complaints

I have leased a space for over two years with Regus and had always been happy with the local office staff. My lease was up on November 30, 2020 and I terminate the lease and at the time requested the 'mail and telephone' forwarding and decided in mid-October that I would need the service, as due to Covid-19 my industry has been 'crushed' and probably would come back until late 2021. I had contacted customer service and my local office many times on the issue and someone finally got back to me the first week in December to state it had been cancelled and removed. And yet it STILL remains. Can it really be that difficult?

Dear Regus Support Team,
We would like to bring this to your attention that Internet services are not working properly for the last 10 days in Regus (Cyber Hub, Gurgaon) office. We have more than 60 employees in our company (GM Analytics Solutions), and everybody's work is getting hampered due to Internet Service. This cause big business impact on our operation.
We have raised our problems 10 days back and so far, but no good technical help has to reach to us. NO senior person from Regus has interacted with us on this matter. We are very disappointed to see such behaviors from Regus.

Please take immediate action on these issues. I hope you will take up the matter urgently and provide a prompt response.
My Company name - GM Analytics Solutions

During the pandemic lockdowns, regus offered a relief package for 2 months 50% off the check. However, as a customer when we reply their emails saying yes we want to join, they never accept but reply in 20 days saying that the offer expired.
So you offer in the first place? Their customer relationship is terrible. They reply to simple emails in one month, and mostly saying that we are working on it. So next month hopefully you hear about them. And its always too late.

(Update) Do not delete my post! I told you my account number is 9054006!

I sent Briana of Regus an email about how the procedure was going this week. As expected, I didn't get any reply yet from Regus.

Sandra promised me to escalate my procedure below, however, when could I get it safely?

Here is my summary to strive for a refund of the retainer.

1. August 31
I sent a screen capture of the system error by email because of the error of 'Request of A Retainer' under the 'my account' of Regus portal.
(Sandra, I used the portal at first, however, your system made an error.)

2. September 14
I asked a receptionist to help my issue to the Regus help desk. I realized that my 'request for a retainer' of my account portal had been disappeared. When I told a receptionist about the issue, she told me it was a good sign, it usually disappeared when the refund process had been started. (Sandra excused my late refund process from my manual process, however, I applied it from my portal but you deleted the function.)

3. September 22
I made a virtual office agreement with Regus and got an invoice to pay the monthly fee. It was so ridiculous that regus did not care about my 2-month retainer for office, however, it requires payment for next month virtual which was a much smaller fee compared to my receivable from Regus. I sent Regus how my retainer process is going?

4. October 6
Rather than a reply on my retainer, it warned service suspension if I didn't pay its virtual fee. I contacted them about how processed my case after paying the fee for a virtual office.

5. October 8
I called Regus account desk and Dom S. got my call. After verifying my portal which ' my request for a retainer' had been disappeared, she sent me a form to let her know my bank information, which meant they didn't process my request until that day. She apologized to me and promised me to rush to send me it by coming Wednesday.

6. October 14
I still didn't get my retainer back. I could talk with Myesha. She promised me that I could get it on October 19 because it took 48 hours.

7. October 19
I couldn't get my retainer and called them. Jone V got my call and requested me to use 'my request for a retainer' of Regus my account portal because there was no history about my case. What a ridiculous it is! It made me crazy and I asked him to talk with Myesha or Dom. S. Where's gone them? He hung up my phone rather than transferring my call to them. With whom I spoke until now?

I called them again, which procedure took my time for 3 hours. Briana got my call. She replied to me by email that my case had been started.

I posted the review here and Sandra replied to me. She would do her best to escalate my process by letting them know this terrible status.

8. October 23
One business week has passed since I post it here. I sent an email to Briana and asked how my process going on? Of course, she did not reply to me yet!

It took almost 2 months. Regus always emphasized that it keeps its policy. According to its policy, the retainer took 30 days to get back to the tenant. Regus keeps its policy for payment from customers, only. When could I get my retainer back?

9. October 23 evening
I got an email from trustpilot. Regus flagged by its software or its Content Integrity Team because they have been unable to verify my authenticity rather than returning my retainer back!

Hey Sandra and Regus, just return my retainer back then I would not post anymore!
Do not delete my post, I will copy and paste it to spread again and again. I am so frustrated.

UPDATE: Regus underperforms again.

This is has been a 30+ day fiasco of deflection, obstruction and broken promises. I received this email from Regus 10 days ago:

[Regus] "I hope that you had a good weekend and that you are well. I'm sorry for the delay in your refund. I checked on Friday and it still showed as "pending" in our system. I just now checked and it shows it's complete. Please allow 3-5 banking days from today for it to reflect on your account."

10 days later, no indication the payment to me has transacted.

I do NOT recommend Regus as a vendor. Their back office - accounting and customer service is absolutely horrible.

My company, Account number: 9422072, enrolled in an agreement on December 27, 2018 for the 2019 year (01/01/2019 to 12/31/2019). At the end of the year, we cancelled our agreement with them and one of their employees (after conferring with his bosses) waived the 90-day cancellation rule for the renewal and canceled it for us, or so we thought. However, we were charged for January 2020 and February 2020. By then, I called Regus and asked them why we were being charged. They asked me for email proof that our contract had been cancelled which we provided. However, after multiple calls to the headquarters and our local office in Silver Spring, MD, Regus went back on their agreement to cancel our renewal and continued charging us even though we never again utilized any of their services. Our account has currently been sent to a collections agency as we refuse to pay for a service we did not receive. I would like for Regus to take our account out of collections and do away with any outstanding payments for the year 2020.

I have contacted them online then an agent named Mary Rose kept on pushing me for the discount even if I told her I was busy. She asked me to fill out some stuff and she will just add others later.
Then my sister was supposed to pay for the downpayment in cash at Rockwell but they asked for a credit card so we said we will not continue. She didn't bother tell me how to cancel. Instead, she gave me a site to log in. I checked once. Now they want me to pay a year for something we never used.

I am not sure if there is missmanagement here or an organized way to collect money?! I can see a lot of people had similar issue to mine, it's all around money they paid and invoices!

In short, I started to see charges that I never agreed to pay. The office rent and other charges were much higher than the area average that I agreed with Regus in our contract. They charged me AED 100 for amenities even though I didn't visit the office, they charge me AED 99 for company signage board (They say it's government requirements, but I don't think so!). When looking at the T&C, there was nothing specified that we would be charged for apart from the agreed rent amount.

My story:
The sales manager who sold me the package in July 2020 misrepresented the pricing information to me and didn't provide the correct rent amount details. The offer that I got was the two months rent waiver. I signed the contract on the agreed rent amount but the first invoice was issued with a higher amount, which I disagreed with.

Upon issuance of the invoice, I exchanged several emails with the sales manager and community manager and I received an explicit email from the sales manager about the rent amount that was initially agreed with. The same issue occurred again when a new invoice was issued in Sept with a higher amount.

We started another chain of emails, had phone calls to clarify but there is a clear denial on what was agreed with me at the beginning. Also, the contract that I signed is not being considered.

A meeting was held in Sept with the sales manager and community manager to clarify the issue around the invoices. It was clarified and agreed during the meeting that inaccurate info was given to me about the charges and hence, it was agreed to consult with management for a better resolution and to come up woth a fair outcome. Few days later, I received an email from the community manager stating that the fees provided by the sales manager in Sept is correct (without making referent to the contract or to July's email), which is not in line with what was agreed and discussed during the meeting. I am a bit surprised and disappointed as the communications don't seem be consistent when exchanging emails, phon calls and face to face meetings! There is no transparency at all and this is clearly misleading.

The solution I see here is either charge the same rent amount that I signed up for initially or terminate the relationship with Regus, and move to another office where terms were a bit better, and bills would be more manageable.

Unfortunately, nobody from management seems to take over my complaint that started as soon as I received the invoice and the matter keep coming back to the same individuals without a resolution. It's nearly impossible to get in touch with General Manager in Dubai Office!

I am a paying customer at this location since December 2017. Recently (May 2020) I extended my company's contract for one more year. But then Covid-19 led us to losing partners and customers, no flights into Thailand were possible anymore.

I ve've asked the "community manager" at that location to postpone the contract for 3 month (September to November 2020) and give me much cheaper room for these 3 months and then (in December 2020) continue the contract.

There is plenty of (cheaper) space available in this location and REGUS wouldn't lose a single dollar. But still they did not a agree and just me scanned parts of the "house-rules", basically stating that they are not responsible what's happening outside there premises.

The last message, after waiting for a reply to may emails for 8 days was
"As per checking with our management the process move to smaller room is cannot due to Terms & Conditions. So sorry for your inconvenience."

I was asking to talk to that "management" - no response. Someone out there (like good English speaking REGUS managers) whou are able to help in this matter. I would only need a 3 month period of a lesser rent to recover from Covid-19. I also fear that they just didn't understand my proposal and that I don't want to quit the contract.

Kind regards
Dieter

I paid two retainers each for 793.05 in March and May. I moved out of the office in Montreal in Robert Bearaussa end of June. However, I still don't have the retainer back after 3 months. If you don't want to give it back, please inform me so I can take a legal action through my lawyer to get reimbursement

Thanks,

Sati

I signed a 6 month contract for a desk in January this year. The contract I had asked to last only 6 months as I am an early stage business. Due to covid there was no access to any support and even with the government lockdown meant that I was paying for a desk for months on end that I could not use. At the end of April I recieved an automatic renewal to which I called Regus and sent emails stating I did not want to renew my contract. It was only after a week and half later that I recieved a notice stating that the person (Gemma) was on furlough. When I tried to contact the office and head office I was met by rude, unhelpful people saying that I had to terminate the contract 60 days otherwise it renews. I explained that I had contacted prior to that for help on how to and sent the emails as proof. I then recieved again another rude response basically telling me that I still had to pay.

I honestly dont want to go down the legal route with this and I have tried every way to try and resolve this. I explained the situation with my business with covid and the fact that I've continued to pay for a desk when I had no access to it and this cost has crippled my business. I even explained that I didnt want to leave Regus completely just to downgrade to a registered office until my business is in a better position, but there has been absolutely no support. I am forwarding this to my local MP because I cant seem to get any support on resolving this.

Kindest regards

Ann-Marie Stephenson

I took a tour of the Regus Workplace building at 309 Fellowship Road, Suite 200, Mt. Laurel, NJ 08054 on 8/30/2020 because I am planning to open a new counseling practice, but it was contingent on my bank financing appointment.
I met with Douglas Page, sales manager, and we signed a Virtual office agreement at $59 a month and was also charged a $59 deposit in order to be able to use their address on business cards with a verbal agreement for a special rate for a regular office for 10/1/2020. Mr. Page told me he would email me because he needed approval for a special rate from the corporate office and sent me a form agreement for the pending upgrade which I signed in good faith. I was not able to obtain my business line of credit because my bank was focusing only on PPP loans and I canceled the agreement via email on 8/10/2020. Their office responded that I needed to cancel via their corporate myregus.com account for their main office in CA, as the local office is not responsible which I immediately did and was confirmed. However, their system generated a cancelation date for the future to negate the opportunity to regain my deposit for the virtual office.
Regus continued to charge my credit card for another month on 8/21/2020 for unused services which I disputed with my bank. Regus is now threatening me to charge me for the rent and 2 months deposit for the October office that I cannot take or pay for or it will go to litigation. I have already taken for granted that I will not get my original $59 deposit back and I am seeking to prevent the organization from causing further financial harm. I tried calling Regus customer service and Today I received another bill for $584 for the canceled office which I do not even have keys for.

Since I need to stay home to take care of my daughter until schools are open I don't need my space for now. I have a clause in my contract (No. 41 in the attached picture) that lets me to change my room in the center and go to another room. But they say the word "move" here means "upgrading"!
I want my room to be changed to a shared room. Whenever I need a bigger room again I will ask to change to a bigger room again.
I have attached the picture of a part my contract in which it gives me the right to change my room.

My membership expired on 7/31/2020, as indicated in the attached screenshot.

Expectation was that membership would lapse, and I would not be charged. Did not notice that this was not the case, called accounting number to discuss.

Was told that the expiration date display was a system error, and could not be refunded what was already billed. Furthermore, I should have proactively terminated my agreement. Asked for instructions on how to do that, was directed to navigate to the second attached screenshot.

Another (or the same?) system error resulted in that link being missing, which contributed to my original assumption that the account had been terminated.

Unfortunately, "Regus does not issues credits", and only the system error could be resolved, i.e., expiration date could be removed, and my ability to proactively terminate my account, *which was what I was told I should have done in the first place*, could be restored.

In addition, I was offered a choice of two COVID relief packages, which basically amounted to signing up for either 1 or 2 more months of payments for a service I cannot use, due to COVID (ironically).

All in all, a very disappointing experience with Regus / IWG. If any customer representatives would like to reach out to me, I would welcome some further explanation.

In Feb 2020 when my contract was about to terminate, I had confirmed with your accounts team about refund of the retainer deposit. They mentioned it would be done in 45 days and now it is August 2020

My registered email ID is piyush.[protected]@acmatix.com and room number was 1115 in Earth Arise, Ahmedabad.

This is fraud that is being committed.

We been waiting more than 12 weeks for a solution from Regus but without success. Regus have requested that we pay in full for the lockdown months which is ridiculous as other on the same floor have had discounts applied and considering the situation, your organisation should be more understanding!

We have a trail of proof regarding various emails, calls and voicemails left, since March which have been ignored continuously on top of that we have been treated by your staff with arrogance and attitude which is very unprofessional, this constitutes as negligence and is a breach of your Regus Service contract!

Your staff continuously laugh on us saying that we can not get the attention of any of the above managers and they will not give as any email address to ask a solution above the center team and helpdesk team. I believe that can not be true as your organisation it is worldwide and for your staff to say that it is really embarrassing.

Regus last year cancelled our contract which at the time we had a call with you and then asked you to cancel the proposed contract to which you said was illegal and couldn't happen but yet you could cancel ours? This has been a consistent problem with Regus messing us around and we fed up with this and want something sorted out regarding the initial question!

We have been trying to contact you guys since the end of March to sort out the account but without any success as you never pick up the calls or listen to the voice messages and have spoken to many colleagues who keep telling us that their is no issue such as (Sam, Gintare, Freida, Iveta, Pierre, Omer, Vera account helpdesk etc)

Workspace Group Plc, BE offices and WeWork businesses which have been reasonable with their customers during the lockdown time and even going forward... why is it Regus cannot be accommodating?

This it is negligence and it is a breach of the contract conform to the Unfair Contract Terms Act 1977.

Please kindly review the situation and get back to us as soon possible, we been waiting for months for Regus to get back to us and never did it with any solution. We cannot return to the office due to this issue and need to get things ready and its really frustrating.

We always get problems with REGUS so please correct this otherwise we will have no option but to move forward with the next steps.