Regus review: subject: official complaint regarding service issues with regues
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Hello,
I am writing to officially file a complaint against Regues. If the issues I have encountered are not resolved promptly, I will consider taking legal action. Several problems have persisted since last year when I rented an office at 777 Hornby St, Vancouver, BC V6Z 1S4.
Firstly, the reception desk consistently refuses to accept my envelopes. As the owner of an immigration company, I receive crucial documents from clients that are vital to their lives in Canada. Despite these envelopes clearly displaying my unit number, the reception desk has consistently rejected them, insisting that they should bear my company name. Unfortunately, they did not take the initiative to verify if the envelopes belonged to me. After a year of complaints, I was informed that I should send an email if I receive an envelope without the company name – an unreasonable delay in resolution.
Secondly, there was a security issue where I urgently needed assistance. Despite numerous emails to the reception desk requesting them to call the police, they refused to do so.
Furthermore, I would like to bring to your attention the unsatisfactory condition of the kitchen and refrigerator facilities. The kitchen area consistently remains dirty, and the refrigerator emits a foul smell. Additionally, upon inspection, I have observed dust accumulation under all glasses and dishes. This unsanitary environment poses a serious risk to my health and well-being.
Lastly, when I changed my office in December 2023, I signed the contract and made the payment. However, due to a problem in Regues' system, my agreement could not be confirmed. Despite being a customer for a year, the reception desk refused to provide the keys to my new office, leaving me, with two employees, to work on a small couch for four days in the empty office. This situation is unacceptable.
The overall customer service experience has been subpar. I expect a prompt and satisfactory response to these concerns. Failure to address these issues adequately will compel me to file an official complaint and seek reimbursement for the losses incurred due to the unsatisfactory services provided.
Thank you,
Mahnaz Abolghasemi
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Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from Regus.
I have immediately asked the Manager of your centre to look into this as a priority and provide me with more information. A member of our team will get back to you as soon as we have the details. Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again. Thanks again for your comments, which help us improve.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
Upon receiving your comment, we immediately checked them with your centre team who have confirmed that all incoming mail and packages under your company name have been safely received and delivered to you. However, you have requested to receive mail and packages under different company names which is against your agreement terms.
The safety of our locations, as well as the welfare of all visitors, customers and staff members, are of paramount importance to us. We have investigated your concern, and we can confirm that there were no security concerns that required law enforcement as it has been resolved amicably. However, we apologise for any inconvenience that this may cause.
Your comments have been shared with the senior management team responsible for your centre and they have conducted a thorough assessment of the cleaning standards in partnership with our contracted cleaning provider. Improvements have been implemented immediately as communicated to you.
You requested to move to a larger office on 06 December 2023 which has been processed by your centre team and completed on 11 December 2023. Meanwhile, you have been provided access to use both of your old and new offices but you chose not to move your belongings to your new office until 11 December 2023.
A member of our team has already been in contact with you, should you require further information or support in this matter, please feel free to contact your centre team who remains your key contact here.
Regards,
Lorraine Brule
Global Customer Service at Regus
This complaint has been resolved automatically due to user's inactivity.
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