Regus
Reviews and Complaints

Update 23/09/2023

Issue remains unresolved. A polite member of the Regus team reached out to me but my refund has still not been processed and nobody will tell me when I should expect to see it or why this is happening. The local Regus team has ignored my emails the last few days. It is extremely confusing to me as I received an email regarding ticket [protected] that my refund had been processed, but I do not believe this to be factual as I am still left with no refund. There are multiple people working on my issue but I am no closer to receiving the funds owed to me.

I would like to highlight that Regus only reached out to me with a non-generic response after posting this review online. I received an acknowledgment of my ticket on 13/09, I asked for an update on 15/09 and only got a response on 21/09 after this review was posted.

I am still very unhappy with the service and would ask the team who reviews these complaints to reach out to me and give me a date of expected payment and a reason as to why this has happened. I feel it is very unfair that my refund is now 23 days overdue.

I feel that it is important to note that I have wasted a lot of time on dealing with issues with Regus throughout my contract. I felt that professionalism was lacking throughout my lease. My onboarding was not done correctly as I received an email on 15 May stating that I needed to send documents proving my address and identity, which is strange given that I was midway through my contract. My invoicing details were also incorrectly processed and I had to be issued several credit notes to amend the mistake made by Regus when I started the contract.

Throughout this contract, I have wasted a lot of time. I would really like someone from the Regus team to just confirm the payment date and let it be done as I want nothing to do this company after this refund is paid. I feel completely in the dark and just want it sorted.

I need the account closed… can anybody help with that?

Guys. This response didn't resolve the situation. I can't afford all this for all this time, I simply have nothing. I need someone responsible to help me resolve this situation without me losing everything. I need help canceling these charges, some fine or something like all contracts are. There cannot be an incancellable contract. There are several complaints on the internet about the same problem. The company prefers to lose reputation rather than help the customer to be satisfied. I'm so disappointed with the way the company has handled this issue. I really hope I can resolve it with someone responsible in another way.

When will regus respond to my complaint?

this is not the case : I am deeply dissatisfied with the manner in which Regus has handled our contract renewal and cancellation request, despite my numerous attempts to resolve the issue amicably.

It is bewildering to me that, after sending 10 emails querying the terms of renewal, I've been met with nothing but intransigent replies stating that 'nothing can be changed' because the due date for cancellation has already passed.

The failure of your company to clearly communicate the August deadline for cancellation is unacceptable. ( I am attaching proof email). We were under the impression that the next payment cycle would commence in December, a fact that made the abrupt introduction of an August deadline not just surprising but frankly, deceptive.

To make matters worse, August is a widely recognized holiday period, during which many businesses operate at reduced capacity. Yet, Regus has made no effort to take this into account, nor has anyone from your team reached out to clarify these opaque terms.

I urge you to review these circumstances and take immediate corrective action. This experience has been nothing short of frustrating and disappointing, and it raises serious questions about the integrity of Regus as a service provider.

Latest exchange on 8 Sep:

Let’s revisit what you said first to see how Regus has constantly shifted its position upon scrutiny.

On 4 Sept at 9:06 AM, you told us the indexation rate for July was >10.5% because:

“54. Annual indexation:: For all agreements with a term greater than 12 months, or a month-to-month agreement not terminated within 12 months, the indexation applied is 8.7%. In high-inflation countries, indexation may be applied on a quarterly basis based on the start date of the agreement. The indexation rate that is applied is based on the current inflation rate at the time of it being applied (not at the time of signing the agreement). Please speak to your Community Team at any time to request the current indexation rate.

Please note that the indexation applied to your account is the current rate as per the last section of the paragraph.”

Then on 4 Sept at 3:10 PM, you told us that 8.7% was the indexation rate for July because it was “the prevailing rate of indexation”:

“8.7% is the prevailing rate of indexation currently for the UK. 10.5% was the prevailing rate for February to May this year. The indexation on your account was processed in July but using the 10.5% which was valid up until the end of May. In this instance we can change the indexation rate to the current rate of 8.7% and refund the difference.”

Then on 8 Sep at 9:35 AM, you admitted that 8.7% was not the correct rate for July after all after I showed you the ONS figures. Regus failed to honour its own provision to apply the “current inflation rate”. No reason is provided as to why Regus does not apply the current inflation rate that its own provision requires.

“8.7% was the inflation rate when indexation was set. We review and set the rates every three months, not monthly.”

To conclude, the rate should be 6.8%, not 8.7% (and we deny you can adjust the rent in any event because we fixed the price till 31 Mar 2024) because:

1. Regus’ own clause provides that “The indexation rate that is applied is based on the current inflation rate at the time of it being applied” and the current rate is conclusively 6.8% based on the ONS figures. You cited this as the basis for the indexation.

2. Regus last updated the House Rules in July 2023 (see the attached with the “July 2023” dates) but failed to update the indexation rate within those House Rules. Thus, contrary to what you said, Regus did review the House Rules in July already. It just did not change the inflation rate because it was lower and did not suit it.

3. You claim that Regus reviews the rate quarterly. That is demonstrably false as you also said that Regus applied 10.5% from February to May (which does not make sense as the inflation rate as shown below was only 10.5% back in December 2022). The next quarter is June to August and by June, the inflation rate fell to 7.9%.

***

Hi John,

Please accept my apologies, I don’t think my answer was very clear.

8.7% was the inflation rate when indexation was set. We review and set the rates every three months, not monthly. Therefore, the rate that was processed on your account previously was the last quarter’s and not this one. This was the reason for the change, we incorrectly set this for a previous quarter, not the current one, and apologise for it.

The rate of the next indexation is due to be reviewed and set again this month. The paragraph stating the current indexation rates is meant to communicate that the rate used is not the rate when a customer signs an agreement but the current rate (set that quarter, not month).

Again, sorry for the confusion. I can let you know that I have communicated this to the highest levels in order to consider re-wording the house rules in order to improve the clarity of this section.

Best regards,

Jan C.

Customer Care Specialist

By email dated 4 September, Regus acknowledged that it applied the wrong indexation rate (they applied a December 2022 rate at 10.5% even though the inflation rate is 6.8% in July 2023) and said it would update the invoice.

It is 7 September and Regus still has not issued the updated invoice despite my repeated promptings.

(This is another example why no one should give Regus authority to just dip into their bank account. If Regus made a mistake and overcharges you, it will takeover to correct its own mistake.)

***

Regus 4 Sept email:

Hi John,

8.7% is the prevailing rate of indexation currently for the UK. 10.5% was the prevailing rate for February to May this year. The indexation on your account was processed in July but using the 10.5% which was valid up until the end of May. In this instance we can change the indexation rate to the current rate of 8.7% and refund the difference.

I have sent this to the finance team to calculate and adjust your account and will advise once they have completed this.

Best regards,

Jan C.

Customer Care Specialist

***

My response of 5 Sep

This is exactly why we refused to give you general access to our bank account. Regus can’t be trusted to get basic calculations right. You said below: “In this instance we can change the indexation rate to the current rate of 8.7% and refund the difference.” First, as noted below, the indexation rate from July is 6.8%, not 8.7%. And definitely not the 10.5% you wrongly applied at the outset. As you can see in the table below, it already dropped to 10.1% by January 2023.

We are very glad not to have allowed you to just dip into our account as it would have taken us forever to get the refund.

In our case, you just need to withdraw the attached invoice and issue a new one with no rent increase. Or, if you continue to claim you have the right to increase rent mid-way through the contract despite the agreed fixed price, reduce the increase to 6.8%, which is, in your words, “the prevailing rate of indexation currently in the UK”, which your own clause says should apply. Please issue the new invoice now to avoid delay.

Regus’ customers have over the years reported a host of issues, including the imposition of charges without agreement, unilateral changes to contractual terms, and other misleading practices.

Here is a guide on how to deal with Regus: https://medium.com/the-rival-blog/guide-to-effective-actions-against-regus-209373cc9f93

Regus claims the right to increase your rent based on the official inflation rates. If this clause applies to you, be very vigilant about the rate Regus applies and do not take their word for what the official inflation rates are. (NB: If you agreed with Regus a price for a fixed period, Regus has no basis to increase your rent midway through your contract as discussed above.)

Regus claims that it applies the prevailing inflation rate at the time of adjustment. In our experience, it doesn’t. It will try to cherry-pick the month in the last 12 months that has the highest inflation rate. In one case, they sought to apply a rate of 10.5% from December 2022 even though the adjustment took place in September 2023. By July 2023, the official inflation rate had fallen to 6.8%. When challenged, Regus still sought to apply 8.7%, arguing that this was the prevailing rate in July 2023. It wasn’t.

Painfully, one has to fight them tooth and nail even on objective facts, which is draining and unnecessary. And Regus never apologises.

Based on our correspondence with them, we have established that Regus, by its own admission, applied 10.5% to adjustments for UK customers between January and July 2023.

If your rent adjustments took place during that period, you have the right to claim back the differences from Regus for up to six years from when they applied the wrong inflation rates. According to the ONS, inflation rate dropped to 10.1% by January, 8.7% by April, and 6.8% by July 2023. The differences (from the 10.5% Regus applied) therefore can be substantial.

Further evidence on Regus failing to apply its own provision that any indexation should be done on the prevailing inflation rate. They falsely claimed that the prevailing rate is 8.7% but it is in fact only 6.8% on the Government website.

This was their false statement: "8.7% is the prevailing rate of indexation currently for the UK. 10.5% was the prevailing rate for February to May this year. The indexation on your account was processed in July but using the 10.5% which was valid up until the end of May. In this instance we can change the indexation rate to the current rate of 8.7% and refund the difference. "

Regus has since admitted that they messed up the calculation (even assuming they can change the rent despite fixing it for 18 months, which we continue to deny):

***

The clause you cited itself says: “The indexation rate that is applied is based on the current inflation rate at the time of it being applied (not at the time of signing the agreement).” Clearly you did not even follow your own provisions then. Where is the apology?

As for 8.7%, this is different from the rate on the Government website, which is 6.4% in July 2023 (https://www.ons.gov.uk/economy/inflationandpriceindices/bulletins/consumerpriceinflation/july2023#:~:text=The%20Consumer%20Prices%20Index%20(CPI)%20annual%20inflation%20rate%20for%20housing,price%20cap%20in%20July%202023.). Where do you get your 8.7% figure?

• The Consumer Prices Index including owner occupiers' housing costs (CPIH) rose by 6.4% in the 12 months to July 2023, down from 7.3% in June.

• On a monthly basis, CPIH fell by 0.3% in July 2023, whereas it rose by 0.6% in July 2022.

• The Consumer Prices Index (CPI) rose by 6.8% in the 12 months to July 2023, down from 7.9% in June.

• On a monthly basis, CPI fell by 0.4% in July 2023, compared with a rise of 0.6% in July 2022.

This is all without prejudice to our primary position that we fixed a price of £683 for 18 months.

From: Customer Service

Sent: Monday, September 4, 2023 3:10 PM

To: John Kwan

Subject: RE: Escalation CRM:[protected]

Hi John,

8.7% is the prevailing rate of indexation currently for the UK. 10.5% was the prevailing rate for February to May this year. The indexation on your account was processed in July but using the 10.5% which was valid up until the end of May. In this instance we can change the indexation rate to the current rate of 8.7% and refund the difference.

I have sent this to the finance team to calculate and adjust your account and will advise once they have completed this.

Best regards,

Jan C.

Customer Care Specialist

I got the location transferred lower rate and 26 months contract as final solution. Melanie helped me out with detail explanation and efficient work. Thank you, Melanie!

Further exchange with Regus:

Hi,

Three points:

1. First, even based on your own clauses below, the rate is 8.7% but you in fact applied an over 10% increase, from £685 to £754.72. This breaches your own terms even if they apply (quod non).

2. Second, when we agree to a fixed price of £683, that was for a period of 18 months. There is no contractual basis for you to breach that agreement. There was no mention of the possibility of changing the prices during that period.

3. Third, under relevant legislation, Regus cannot unilaterally change the terms of contract as such terms are unfair and therefore unenforceable (your T&Cs apply to all customers, including many consumers). See the Guidance of the Competition and Markets Authority: “If a term could be used to force the consumer to accept unanticipated costs or penalties, new requirements, or reduced benefits, it is likely to be considered unfair whether or not it is meant to be used in that way.”

John

From: Customer Service

Sent: Monday, September 4, 2023 9:06 AM

To: John Kwan

Subject: RE: Escalation CRM:[protected]

Hi John,

When you agree to an extension (or any other type of agreement) this involves you confirming that you have read and understood the terms and conditions and house rules.

We have applied indexation to your agreement, it is not an arbitrary increase in monthly fee.

The house rules you quoted are not the house rules showing in your online account for account [protected]. These are updated on a regular basis and the latest can be found in your online account. There are certain countries that have a high fluctuation in market values where the indexation is applied on a quarterly basis, but for agreements in the UK it is applied yearly. The house rules state the following:

54. Annual indexation:: For all agreements with a term greater than 12 months, or a month-to-month agreement not terminated within 12 months, the indexation applied is 8.7%. In high-inflation countries, indexation may be applied on a quarterly basis based on the start date of the agreement. The indexation rate that is applied is based on the current inflation rate at the time of it being applied (not at the time of signing the agreement). Please speak to your Community Team at any time to request the current indexation rate.

Please note that the indexation applied to your account is the current rate as per the last section of the paragraph.

It is also mentioned in the terms and conditions:

4.7. Indexation: If an agreement is for a term of more than 12 months, we will increase the monthly fee on each anniversary of the start date in line with the relevant inflation index detailed in the House Rules. If a country experiences high levels of inflation, indexation could be applied more frequently and is detailed in the House Rules.

Best regards,

Customer Care Specialist

Public service announcement - here is a guide on how to deal with Regus: https://medium.com/the-rival-blog/guide-to-effective-actions-against-regus-209373cc9f93#:~:text=2.-,Sue%20Regus,also%20victims%20of%20Regus'%20conduct.

Here is a public service guide on how to deal with Regus: https://medium.com/the-rival-blog/guide-to-effective-actions-against-regus-209373cc9f93

There was a clear and obvious billing mistake. My membership should have switched to a private office on July 20th, however you breached our agreement by continuing to charge me for August and September membership.

When I notified our original sales lady (Jessica) of the billing error on July 24th, she said she would have her manager look into it. I never heard back from anyone, and after several weeks and multiple attempts to reach someone at Regus, I finally had to discover **myself** that a credit had been applied.

However this lack of communication resulted in late fees which you refused to waive. Further delays in getting these late fees waived resulted in more late fees, and more time passed when we couldn't access said office space.

This was all a direct result of your delays and negligence handling an obvious billing error which you fully admit to.

In summary, billing error leads to delays and breached agreement. Delays lead to late fees. Late fees lead to services never being rendered. Regus caused the problem, and now expects to be paid to clean it up, despite the customer (me) never receiving any services whatsoever.

I have never stepped foot in a Regus office even once, **ever**, and you expect me to pay $5919 for this privilege.

Many thanks for replying

Infact the Regus lies mentioned well within their reply.

Yes, the refund was processed on 3rd of Aug 23 after I've chased the Bath Road support team multiple times and was instructed the money will be into my account by 14th of Aug (definitely more than a month after my refund request was submitted) today is 17th of August and still no refund :) an email screenshot has been attached to prove the point.

About the late charges, I've provided my debit card information when setup my account with Regus and I've an email confirming Regus all setup. Will share the screenshot if need be.

Thanks