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Regus auto-renewed all my “agreements” between June and September 1st. Between September 14th and 19th each of the three centers I have space at e-mailed notices of a purported “security changes” that would go into effect on September 25th—they locked the doors at all times during business hours and you now have to have your vistors or guests call you directly. Some centers direct visitors to call the front desk---but the front desk phones don’t work! Of course, Regus did not provide any indication or notice that such changes were going to happen at any time prior to auto-renewing.
The first center sent notification on September 14th at the end of the day. The notice made no indication that this would be happening at all the other centers. On September 18th, I asked the Community Manager at the second center (where I have 4 offices and is the busiest location for my business), if those “security changes” I had received at first center would be going into effect at the second center too. Several hours later the community manager e-mailed the notice to all the tenants.
As of September 25th, tenants would be required to have and use their access card the Regus centers as the main doors are not always remain secured and locked during our business hours. Until this change, the main doors were only locked and secured over holidays, after hours, and on the weekends. The center’s front doors will now always remain locked and secured. They placed a notice on the door directing visitors to call the front desk for access but some of the centers posted notices directing visitors to call their host directly for access. The notices also told tenants that they would need to “self-service” between 12:30pm and 1PM Monday-Friday so that the community team can have a proper lunch break.
Shortly afterwards, I emailed all three centers to voice my concerns and demand that given the unacceptably short notice, failing to notify existing tenants of the major change in Regus’s operations and services (essentially ceasing to provide reception services); I considered it a breach of the services that Regus advertised and provided for over a decade to induce me to sign and allow any of my “agreements” to renew.
The ONLY time since 2012 that Regus has ever kept the doors locked and secured during business hours and asked tenants to “self-serve” and meet and greet their own customers/guests was during the pandemic. Historically, Regus has provided between 5-10 days’ notice of office closures for 1–2-day holiday closures. So it is incomprehensible that Regus would provide approximately 5-6 business days’ notice of such a huge change in center access and services. Without any recent security threats or concerns or even a public health emergency.
I included over 200 screenshots of advertisements and craigslist ads that Regus had posted over the last several months indicating that they have actively advertised staffed reception desks and that Regus staff would “meet and greet your customers.” Many included that staff would be greeting your customers and accepting mail and packages Monday-Friday from 8:30am to 5pm.
Basically, this is one big bait and switch tactic. There are tenants in one of the centers where I have 4 offices who expanded to additional office space just days before Regus sent the notice that Regus staff would be locking and securing the doors at all times and telling guests and visitors to “contact their host directly.”
The only City Manger to follow up with me was not much help. They just stated that Regus is still offering reception services and cited one single incident involving one of my customers from over 2 years ago where the customer became irate and was escorted out by police. That customer never returned. This policy also would not have prevented that from happening or changed the outcome. The whole response felt very disingenuous and a stretch.
Apparently all the other City Managers were on PTO and I have not heard anything from any City Manager to address my concerns.
Some centers followed up and told me to e-mail a list of expected visitors. I made it clear that a single list each morning would not be acceptable as I have customers who book appointments or walk-in throughout the day—one center in particular seems to have felt overwhelmed later told me that they did not want to receive any e-mails. In a brief conversation, the Regus staff member said, “I don’t want to receive your e-mails, none of them.” I didn’t have time for a conversation so I asked them to e-mail me with her concerns. Minutes later, they sent an e-mail saying that they wanted to “opt out” of receiving our e-mails requesting access for our guests and “they can’t keep up with them anyway.”
I sent another e-mail to the Regus help desk—which of course they set to bounce unless you specifically open a ticket. The catch is that Regus had made it impossible to submit a general ticket and the help desk automatically “bounces” your email unless you have an open ticket and if your ticket isn’t correct, the help desk refers you back to the Community manager….up to this point. However, the ONLY time a community manager reached out was to say they didn’t want to receive our email notifications requesting access.
After not receiving any help besides one City manager toting the company line and the one community manager telling me that they didn’t want to receive our requests for access each time a customer books, I had no viable options. Between the 25th and the 29th, I received multiple complaints from my customers who either were denied access or had difficulties accessing the centers at their appointment times. I also fielded several angry phone calls from business and organizations I work with who were upset that they didn’t receive proper notice (I couldn’t provide my customers with proper notice because REGUS decided not to provide me with sufficient notice in the first place!)
One center has had ongoing phone and internet issues for well over 6 months (more like a year) ever since switching phones to Ooma. The poor internet service makes the phone calls drop out so badly that it is impossible to have a coherent conversation. Callers can only hear every couple of words! Ironically enough, this center placed a notice on the door to call the front desk and then put a sign on the phone that said “OUT OF ORDER” they later just removed the phone.
Later I e-mail all three centers and Regus helpdesk to say that this is unacceptable and that the after the one center clearly sent me an email saying that they didn’t want us to e-mail access requests for each customer who now HAS to book an appointment, I decide to find a new space. I requested that Regus allow me to terminate my existing “agreements” without penalty, return my retainers and offer to compromise to downgrade to a virtual office or just business continuation service. Of course, City Managers at the other 2 centers have yet to reach out in any way. The Help desk basically told me to pound sand.
As a last resort, after not ever hearing from the center manager at the second center, and Regus’ unwilling ness to provide any sort of reasonable solution and Regus’ failure to provide services—I had to move my business out of that Regus center (all 4 offices I had under 2 accounts).
So they sent invoices out on the 15th. Regus of course stores your credit card information and makes it nearly impossible to opt out of autopayments. Notably, Regus says you must pay the invoice when it is due. The agreement you sign doesn’t actually have a due date—Regus just wants to charge you whenever it sees fit. Interestingly enough, Regus doesn’t bother to charge my card on the 15th. On the 14th-19th, Regus notified me that they were no longer offering the services that we all know we are paying Regus for. So on the 21st, I sent notice to Regus and my Credit Card company that I am revoking my authorization for Regus to auto charge me. Later, on the 21st and 22nd, Regus tries to auto charge me-and since AMEX has blocked Regus from automatically charging, the charges are declined. So Regus decides to charge late fees. Since they very clearly told me they weren’t going to provide the services they advertised and have always provided! —I moved out of one of the locations before the Rental period started on October 1st.
Predictably, Regus is now sending me notices that both of my accounts at the second center are overdue and that they will be –and that they will plan to send me to collections on those 4 offices. They also sent me a notice that my account at the 3rd location was overdue (despite not actually being overdue). To make matters worse, they called me between a 6 am and 7:15 am to tell me my accounts were overdue—which is beyond just being a nuisance!
Regus had no intention of providing any sort of acceptable notice before auto renewing “agreements” and went so far as to provide as little notice as possible of their intention to completely change the way the center is access and the cessation of reception services that have ALWAYS been included.
Later some of my customers mistakenly go to the second center to be met with some person at the front desk who is both rude and unprofessional. I have no idea who was filling in at the desk that day—but multiple customers came to complain to my staff about the rude person at the desk at the Regus center that day. I get that they are overwhelmed—but that was uncalled for.
I’m exhausted. I’ve tried to compromise with Regus to no avail. The help desk doesn’t help and the I have heard from only one City Manager who is basically not in charge of the center where the biggest issues are. Regus advertised fully services offices, reception staff to meet and greet clients, whim induced me to rent office space in the first place. then without notice decided to lock the doors during business hours. This is just absurd. This is unethical and unprofessional at best and at worst it is fraud.
Desired outcome: Let me terminate these auto-renewed agreements effective immediately without penalty, return my retainer.
I will send you an e-mail directly as requested momentarily.
I am attaching screenshots of some of the ads that Regus has placed, which make it VERY clear that Regus staff would meet and greet visitors and provide business-class internet, among other services.
I had office space in Downtown Tacoma from [protected], then in Bellevue Ridgewood since 2017. I've also been in Bothell Canyon Park West and Downtown Tacoma again since the start of the pandemic.
At no time has Regus ever locked the doors during business hours, except during the pandemic. Regus has never directed visitors/guests to call the tenants/hosts directly to access the centers. This is contrary to every ad that Regus posts, stating that Regus centers offer "reception staff to meet and greet your guests and visitors" and similar claims. I'm including just a snapshot of the dozens of ads that your centers post, making it abundantly clear that meeting and greeting guests is a service provided by Regus. All of these ads are consistent with what Regus has offered for over a decade. It is therefore unconscionable that Regus would not have notified me and other tenants before auto-renewing our agreements. Had Regus made it clear that the "reception staff would not be meeting and greeting my guests/visitors/customers," I would not have renewed my office spaces with Regus.
These are the responses I recently received from the Regus help desk:
Today: "Good day. I hope this email finds you well. We appreciate you raising this concern with us. I understand how disappointing it is for you not to receive the expected service you're paying for. Kindly note that, as this is a center facility concern, it needs to be raised with your center. In terms of your agreement, unfortunately, the Account Helpdesk cannot make any changes. Agreement concerns are handled by the center team, including downgrading to a Virtual Office. To assist you, we have escalated your concern with your center, as they are the best people to address this matter."
October 3, regarding my email which reiterated how inappropriate it was that all 3 centers provided insufficient notice that the doors would be locked, and that my visitors and customers would be directed to call me directly for access, I stated very clearly that I'd like my agreements terminated immediately effective October 1 with no penalty. I also mentioned that I was open to downgrading to a virtual office or business continuity as a compromise:
"Please understand that we need to know your plans in advance, as our business relies on signed commitments from our customers. Please note that the Account Helpdesk cannot make any changes to your agreement. Thus, we have raised this concern with your center team, and they will get back to you as soon as possible."
Of course, you're telling me that REGUS should have "advance notice," but it's acceptable for REGUS to change how tenants and visitors access the buildings with only 5-6 days' notice? Despite advertising for over a decade that REGUS staff will "Meet and greet your guests and visitors," now my customers have to call me directly.
The Bothell City Manager is the only one to respond, and even then, all she did was inform me that Regus is still offering reception services. However, all her new ads for space after September 25th now conspicuously OMIT any mention of meeting and greeting visitors. Neither the Bellevue Ridgewood Community Manager nor the Bellevue Ridgewood city manager has responded to my initial email about the "security update" and the insufficient notice provided. No one has acknowledged or addressed my offer to downgrade to a virtual office from the four offices we have at Bellevue Ridgewood. Today, the help desk advised me to contact the community manager at Bellevue Ridgewood about downgrading—I've done so multiple times after being told the city manager for that location would be reaching out (which, as I've stated before, has not happened).
I have half a dozen similar emails. The center staff at Bellevue Ridgewood has only ever responded to tell me to request that we not send notification emails to request access for our customers. The city manager has never contacted me.
I haven't received a response to my requests from Bellevue Ridgewood or ANY center regarding my request that, in light of Regus’ bait and switch of services, they downgrade my offices to virtual offices or terminate my agreements. At this point, this is the ONLY acceptable resolution. Such a change is not a "service enhancement" or "security policy update."
Re: Account Numbers 8925292 & 9645219 at Bellevue Ridgewood, [protected] at Downtown Tacoma, and 10935201at Bothell Canyon Park West
I moved out of Regus Bellevue Ridgewood September 30, 2023 (because Regus breached the agreement on September 25, 2023) and returned all access badges and keys. Regus has decided to send me to collections for over $161,000. Regus auto-renewed these agreements but prior to auto renewing, you provided the following Regus Service guides which clearly factored into my decision to terminate in time or let them auto-renew. This is what is known as inducement and these ads/service guides clearly state on page 2 that Reception staff will “meet and greet at reception” and that this is included with my office agreements.
Attached are the service guides that Regus included just before our auto renewals that make it very clear that receptionists meeting and greeting at reception was included in our office package. See page 2 of your 2020 (May 2019), 2022 (September 2021) and 2023 (October 2022) Regus Services guides that clearly state the following under INCLUDED WITH YOUR OFFICE: "Your office comes with everything you need to run your business from the day you move in...Support Team: A professional team to support your business-from facilities management to meet-and-greet at reception."
The last Service guide Regus gave out prior to auto-renewing these agreements were the 2022 (September 2021) and 2023 (October 2022) Service Guides which were the guides and promises that I relied on when deciding whether or not I would terminate prior to the auto-renewal.
The notice Bellevue Ridgewood sent out on September 18, 2023 stated: "we will be changing how our centers are accessed. As of September 25th, your access card will be required to enter the Regus Bellevue Ridgewood Center. The main doors will remain secured and locked during our business hours, just as you experience them today “after hours” and on the “weekends”. The Center doors will now always remain locked and secured. "
The notice on your doors at Bellevue Ridgewood as of September 25, 2023 clearly states: "If you're visiting an occupant, please contact your host directly for entry access.” This obviously means that I, the tenant, am responsible for meeting and greeting my visitors at the door to grant access, NOT the reception staff. This clearly shows that effective September 25, 2023; Regus has unilaterally changed the services included in my office agreements.
Per your 1.4 and 1.7 of your Terms and Conditions, the Community Manager and City Manager should have offered to move my offices to another center that still offered those services that had been agreed to. It is widely known that Regus at Columbia Center (Seattle, WA) has decided to keep the doors open at all times ignoring Regus/IWG telling them to close the doors during business hours—because they agree that “meet and greet at reception” means the Regus Staff is responsible for meeting and greeting guests and providing access NOT the tenants.
Regus auto-renewed these agreements without disclosing this material change in what services were provided (specifically how how the building is accessed and that reception staff would meet and greet at reception IS included with the office agreement), unilaterally changed the agreement, and since BOTH the city manager and community manager both decided not to respond to any of my concerns or requests plus they failed to move my offices to another location that offered these services (your own Terms and Conditions clause 1.4 and 1.7). The only other option was to cancel the agreement (as per Regus Terms and Conditions, 1.4) and that I would only have to pay monthly fees up to the date...that I have used (September 30, 2023) (which is Regus Terms and Conditions 1.7).
1.4 states, "Availability at the start of an agreement: If for any unfortunate reason We cannot provide the Virtual Office services or Office/Co-Working accommodation in the Center stated in an agreement by the start date, We will have no liability to You for any loss or damage, but You may either move to one of Our other Centers (subject to availability), delay the start of the agreement, or cancel it."
1.7 states, "If the Center is no longer available: In the event that We are permanently unable to provide the services and accommodation at the Center stated in an agreement, We will offer You accommodation in one of Our other centers. In the unlikely event We are unable to find a nearby alternative accommodation, Your agreement will end, and You will only have to pay monthly fees up to that date and for any additional services You have used."
I don't know how to be more clear that it is Regus that has breached the agreement, not me. I do not owe the remaining balance as I moved out September 30, 2023 and have not used any services. I am demanding that you cease all collection attempts immediately.
Both the Community Manager and City Manager have not responded to my complaints or concerns. On October 5, 2023 the Community Manager emailed me and said, “I wanted to address your email. I know you have been speaking with other Regus representatives so I have not felt the need to reply up to this point.”
Despite my numerous attempts (starting September 22, 2023) to reach the City Managers and Community Managers at all three locations via email, phone and in person--October 9, 2023 was the first time that the City Manager (who oversees both Downtown Tacoma and Bellevue Ridgewood centers) has EVER attempted to contact me. She called me October 9, 2023 at 4pm and then emailed me at 4:09pm. I responded to her and she has yet to respond.
I suppose the next steps would be to report a complaint to the WA State Attorney General's office and pursue further legal action.
Wow! Regus did not provide around 2 weeks notice (notices were sent via email on September 14th, 18th and 19th).
I DID NOT STATE that I did not receive renewal reminders. I said that the auto renewals happened in January and September. ABSOLUTELY ZERO of your renewal reminders made any mention that guests would be directed to call tenants for access, that tenants would be , required to greet guests to provide access, that the doors would be locked at all times. in NONE of those were there any mention of these changes. In fact, the ads on your website and your service Guide published at the time says:
SUPPORT TEAM:
A professional team to support your business – from
facilities management to meet-and-greet at reception.
Regus Service Guide 2022.png
Regus Service guide 2023.png
Your assertion that Regus provided 2 weeks notice is patently false. I have included each of the e-mails I received--NONE provided 2 weeks notice. Bothell Canyon Park sent notice of the change on Thursday, September 14, 2023 at 4:59pm Pacific Time. Bellevue Ridgewood didn't send out notice until AFTER I asked about it on Monday, September 18, 2023 at 1:09 pm Pacific time. Downtown Tacoma sent notice on Tuesday, September 19, 2023 at 11:45am. I've attached all 3 emails that I received. They all clearly list the dates I have stated--and obviously nowhere near 2 weeks notice was given.
Even if Regus HAD provided 2 weeks notice, the Regus effectively eliminated reception services--the signs on all the doors now say, "Call your host for access." That literally means the tenants are now expected to meet and greet their own visitors which is directly a contradiction of every ad Regus has sent stating that your "friendly reception staff to meet and greet your visitors."
The door notices all say, " If you're visiting an occupant, please contact your host directly for access"--that literally means Regus is directing visitors to call the tenant directly for access and that Regus has ceased to provide reception services and the published advertised service of reception staff to meet and greet visitors.
These are the doors from Bellevue Ridgewood on September 29 2023 with the notice that directs visitors to call the tenant directly for access:
Bellevue doors 09 29 2023.jpg
Downtown Tacoma center had a sign up on a non-working phone that said, "OUT OF ORDER"
ea34d7ac-f6a6-437a-8fa3-dd13c7d953b9.jpg
On October 8, 2023, Downtown Tacoma removed all the signs and the phone, leaving ONLY the notice that says, "" If you're visiting an occupant, please contact your host directly for access":
tacoma doors 10 08 2023.jpg
The next photos are from today: There still is NO PHONE
Tacoma 10 18 2023 1.jpgTacoma 10 18 2023 2.jpgTacoma 10 18 2023 3.jpgTacoma 10 18 2023 4.jpg
On September 22, 2023 I started contacting all three centers. The ONLY center to respond was the City Manager at Bothell Canyon Park West on September 22nd and 27th--on both occasions I was told that the City Manager for Downtown Tacoma and Bellevue Ridgewood would be contacting me shortly.. On September 26, 2023, Bellevue Ridgewood's community manager emailed me to ask us not to e-mail her our requests for access for our customers/visitors stating clearly that she can't keep up with them anyway. I made it clear that given the lack of communication and notice, the fact that Regus unilaterally changed the services our agreements AND that since Bellevue Ridgewood clearly stated that they don't want to receive any e-mails for access for our guests at Bellevue Ridgewood are to be cancelled effective October 1, 2023.
My customers at all locations reported difficulties accessing the centers (particularly Downtown Tacoma and Bellevue Ridgewood) starting on September 25, 2023.
On October 4, 2023 the City's Manager at Bothell canyon Park West spoke with me in person and stated again that the City Manager for Downtown Tacoma and Bellevue Ridgewood would be in contact and was the only one who could address my concerns for those locations. Again I made it clear that given the lack of communication and notice, AND the fact that Regus unilaterally changed the services our agreements at Bellevue Ridgewood are to be cancelled effective October 1, 2023.
on October 5, 2023, Bellevue Ridgewood's Community Manager responded "I have not felt the need to respond because you were talking to other centers."--In regards to me speaking ONLY with the Bothell Canyon Park City Manager. Up to this point I had STILL NOT HEARD ANYTHING from the City Manager at Bellevue Ridgewood or Downtown Tacoma.
It was not until October 9, 2023 that the City Manager for Bellevue Ridgewood or Downtown Tacoma contacted me for the 1st time--an completely failed to repsond in anyway or address any concerns except to say, "I am sorry I missed you this evening and hope to connect with you soon. I did leave a voicemail and a call back number in case you are able to connect via phone. If not email works too!
I just wanted to catch up with you in regard to your services and account here at Ridgewood.
Please let me know if there is a good time to connect. I know you have already been in communication with Jill, but wanted to make sure I closed the loop."
I responded the next day and STILL HAVE HEARD NOTHING FROM HER.
Due to Regus' unilateral changes and failure to provide adequate notice or even respond to my concerns in any sort of timely fashion AND failure to move us to a location where the reception services "reception staff to meet and greet" at the door as advertised," and doors are open and unlocked such as the "Columbia tower center" I expect you to cancel my agreements at Bellevue Ridgewood effective October 1, 2023 for both of my accounts at Bellevue Ridgewood and cease all collection attempts immediately.
Also remove any and all late payment fees you have assessed on all my accounts.
