Regus
Reviews and Complaints

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

"I hired the services of this company to rent an office in Florida. In their sales offer, they do not mention that they will charge an non-refundable extra fee of more than $500, assuming that this fee is for leaving the office as it was delivered. My company, Taxestop LLC, was only with them for 2 months, during which there were no issues or even a need for cleaning, and yet they charged the $500 to the credit card without authorization. Then, they give 30 days to refund the deposit that my company Taxestop LLC gave them, of more than $1200, and to date, they have not returned the money. We have sent more than 12 emails for this refund and claim, and now they have sent us an email saying we must log in to the account to request the refund, or they will not return it. When we try to log into the Regus account, it is blocked, and there is no way for us to get our money back. Our account, Taxestop LLC ([protected]), email [protected]@gmail.com."

Last year I needed office usage for 3 months. I phoned Regus had a tour and agreed what plan would work best for me.

At no point was a rolling contract mentioned or the need to cancel my agreement.

On starting at the office from the outset we could not set up the app. We tried lots of different ways and numerous tickets were raised but it was not resolved. Therefore, every time I needed to book space this had to be done manually through the office, either through email, phone or by turning up.

I had no access to any documentation and no way of knowing that my request of only booking 3 months had not been granted.

I was shocked to receive an invoice and payment being taken in January.

I was also shocked to learn I had paid up until the end of February.

1/ I made it very clear that I only needed office for 3 months. Not once was I told I needed to cancel the agreement.

2/ I had no access to my account thus also not way of discovering this for myself.

I would appreciate a refund fory over payments which to date have been refused twice. I don't see how I could have cancelled an agreement that I didn't know I had.

Very much appreciate your support with this.

Thank you

To whom it may concern,

I am reaching out to you with a matter of great concern regarding our experience as clients at your Regus office. Since commencing our tenancy in late 2019, we have unfortunately encountered a series of issues that have significantly affected our experience, and I feel compelled to bring these to your attention.

The level of service has been inconsistent, with several notable problems in the past 24 months. These include a malfunctioning heating system during both cold and hot weather periods, which has created discomfort and inconvenience.

Additionally, we have faced ongoing issues with the front desk staff, particularly with one staff member named F.. Her behavior has consistently been unprofessional, unfriendly, and at times, extremely rude. A recent incident has prompted me to write to you directly.

On December 13th, I requested a change of our office lock and asked Ms. A. to ensure six keys were available for the new lock. Despite her assurance of completion within 24 hours, this was not fulfilled until December 29th. Upon returning to the office, I found only one key available. When I inquired about the remaining keys, Ms. A. not only refused to acknowledge the initial request but was also very rude and unprofessional. After waiting for over 15 minutes at the reception while she continued a private phone call, I approached another staff member for assistance. At this point, Ms. A. interrupted her call, shouted at me, and threatened to cancel the key request entirely.

This level of service is unacceptable and far below the standards of a professional organization. The behavior exhibited by Ms. A., particularly her rudeness and lack of respect for clients, is deeply concerning.

I am sure you would agree that such behavior and service levels are not representative of the quality and professionalism one would expect from Regus. I kindly request your immediate attention to this matter, as it significantly impacts our experience and satisfaction as clients.

Thank you for considering this issue with the seriousness it warrants.

Sincerely,

Alexander S. ~ CEO and Co-Founder

Mobile: +[protected]

Office: +[protected]

Email: [protected]@autolomous.com

Linkedin: www.linkedin.com/in/alexander-seyf

Offices: 17 Hanover Square, Mayfair, London, W1S 1BN, UK

Dear Regus Business Park Management,

I hope this email finds you well. I am writing to bring to your attention the persistent issues I have been facing with the office space leased at your facility under the name of Beez Transfer.

Unfortunately, I regret to inform you that Beez Transfer has ceased paying rent for the office due to the inadequate services and conditions that were promised but not delivered. The primary concern is the inconsistent temperature control in the office, where it becomes either excessively hot or extremely cold. As an individual with pre-existing health conditions, including a heart problem, breathing difficulties, and diabetes, the extreme temperatures pose a severe threat to my well-being.

I have raised this issue with the on-site manager, but regrettably, I was informed that nothing could be done to address the problem. Subsequently, I have refrained from utilizing the office space, and attempts to bring in staff for work have been futile, as no one can endure more than two or three hours in such conditions.

Approximately two months ago, I received a phone call from your head office, acknowledging the problem. However, since then, there has been no follow-up or resolution proposed. I also attempted to cancel the contract, but encountered difficulties in doing so.

The current state of the office space is not only unsuitable for a professional working environment but also constitutes a health hazard. I cannot compromise my health due to the conditions outlined in the lease agreement. It is disheartening that these issues were not disclosed or addressed before offering me the office space, especially as a new small business.

The situation has now reached a critical point, jeopardizing the viability of my business. I kindly request your urgent attention to resolve the temperature control issue and any other related problems affecting the office space. If these matters are not addressed promptly, I will have no choice but to escalate this matter to the Department for Business and Trade, as I believe it is essential to ensure the well-being of all tenants.

I appreciate your immediate attention to this matter and hope for a swift resolution.

I rented Regus/HQ space at their office in Red Bank, NJ for just over 4 months and left in October. As part of my rental agreement Regus charged me $2,160 as a security deposit or what they call a retainer. I was told my deposit would be returned within 30 days of my request. I requested my deposit be returned on November 2. I complained to Regus customer service who said my return was being processed but it has been over 60 days and I still have not seen the money.

We rent office space and were a 12 month term. I notified them of my intent not to renew with 62 days notice, BUT I didn't know we had an auto-renew clause asking for a 3 month notice, else auto-renewal. This is a very manipulative process. You can't opt out in the first 3 months, but then need 3 months notice at the end. We have outgrown the space. On top of that, they haven't been picking up my trash daily, leading to old smelly garbage.

Regus has failed to return my $1300 retainer despite it being close to 90 days since my request. This is even after the charged me a $600 restoration fee….

As per their house handbook, retainers are returned after 30 days… well it’s past 30 days…

I’ve always paid my office rent on time and would expect at the minium the same courtesy extended to me………

Our company was Regus customer for about 12 years 2010 to 2022 and we used their virtual office service and paid all dues regularly. In 2022, we decided to cancel their service and gave them notice about 3 months before the expiration of the current contract and renewal of the new contract.

They sent me email saying that they have terminated the service as of when the current contract expires. Then I asked for refund for my retainer that they held (3 months of the bill) in my account at the beginning of the service (back in 2010). Regus did not respond and did not refund my retainer.

Subsequently, they sent a letter saying that I did not provide 3-months notice since I was a day late and they are going to renew the contract for another year. Then they send another letter to sign a contract so that they can change it to month to month and they will cancel the contract after one-month.

In all this confusion, they locked my account and did not refund my retainer fee. Then they kept on billing me and charging late fee. This is after I had received email from them that my service will be terminated after current contract. They still keep on sending me the invoices. Now, they keep on sending me invoices for late charges.

Their billing is a big scam where they freeze your login so you cannot cnacel service online and when you call their office, they ask you to cancel online. It has been totally frustrating experience with Regus when we decided to cancel our service.

Good Morning,

I canceled the renewal of my office in September 2023. With this said my lease ends in December 31, 2023. However I have recently been sent a invoice for the month of January 1- 31, 2024 which I do not plan to pay. I plan to discuss this matter with my attorney if this new unauthorized lease is not terminated. I have worked with Regus since April 2015, however in the past year I have been moved by the Regus organization 2 times moving my company further away from our customer and so I am no longer interested in the Regus space. Hopefully I will hear from you today or nor later than Monday, if I have not heard from your organization I will have a letter sent from my attorney

Tamara Chisim

President & CEO

Innovative Element

(7218896 - Regus Account#)

[protected]

[protected]@innovative-element.com

Account Number : [protected]

Email #1 (Response from Regus)

Case Number (C-[protected]-W4P1-[protected] CRM:[protected])

Date Received : 10/26/2023 1:32AM

Message Highlight : "Please allow 5 to 7 business days for the refund to reflect in your bank account prior to the payment run date."

Sender : [redacted] (Account Helpdesk)

Email #2 (Email Generated by Regus - APAC Reporting)

Message Highlight : The payment is scheduled to be sent to your bank on 14 Nov 2023, Please allow 5-7 business days for it to show up in your bank account after that date.

Email # 3 (Response from Regus)

Case Number (Retainer Refund - AdoreSys ([protected]) CRM:[protected])

Date Received : 11/26/2023 11:07AM

Message Highlight : "Your patience and cooperation are much appreciated."

Sender : [redacted] (Account Helpdesk)

Complaint :Even after 48 hours of business working day still no response

Conclusion: Not RELIABLE!

Hello, my name is kaz ahmed

I would like to dispute an ongoing payment issue I am having with the Manchester airport branch of Regus.

I had a private office rental in July. I initially only wanted the office for a month, but I had missed the termination deadline by a day or two so was being charged for August as-well.

However, initially I was told by the centre team that Augusts' payment could possibly be credited. So, I waited for a response from the team for weather or not I had to pay for August. Whilst waiting, I had incurred a late payment fee. The centre team came back to me with an answer stating that I had to pay for august as I missed the termination deadline, so I also paid for the month of August which I understand and I am fine with. But, I enquired about whether or not the late payment fee still needed paying as the August payment was initially in dispute and it seemed unfair to pay as the only reason I incurred the fee in the first place was due to having to wait for confirmation from the centre team on if I actually needed to pay for August or not.

Additionally, around the same time as this, after paying my August fee I was being charged for another fee of £242.94. I was not sure as to why I was being charged this fee. I contacted the Manchester airport centre team to inquire about this. They had told me that It appeared as though I was being charged for an additional month of office rental, for the month of September. As I had terminated my contract back in July, the centre team had told me that they would look into this matter for me along with the late payment fee.

This is where things got really frustrating. After multiple emails and despite escalating through the regus help desk twice, I was not getting any answers. I clearly asked over email, if they could please advise me on which other fees I had to pay, referring the "? September fee" and the late payment fee as I was willing to pay if they stated I was obligated to pay.

Weeks and months went by, multiple ignored emails. I was still not told if I had to pay these fees not. I was told they were "looking into it" and I should "bare with them" which are literal quotes taken from emails sent by the centre team, emails which I can provide.

So "bare with them" I have done, for the past 3 months. Over which, I have incurred additional late payment fees.

I have recently been contacted by a legal collections company stating that I owe regus money. following this, I decided to go into the office yesterday and discuss in person. I spoke with the manager, who sent an email to someone and said he will get back to me tomorrow.

I have received an email today stating that the late payment fees must be paid. Despite the fact that the only reason I incurred these fees was because of the poor communication and disregard for my issue by the centre team who took three months and an inperson conversation to get back to me with an answer.

If I was told, in a timely manner, which fees I needed to pay and not to "bare with them" as they tried to figure out what i needed to pay, none of this would have happened.

With regards to the £242.94 fee, this appears to have been "adjusted". Whatever that means and is not included in my current outstanding balance.

Also, I terminated my office rental in july and still have not received my deposit back. When I check my deposit balance on the regus app, it says "this account has no deposit balances".

Nothing seems to straight forward with my dealings with regus and it seems take an age to get any sort of response.

I want to know why am I am expected to still pay the late payment fees and the what the situation is regarding my deposit.

I signed up for a virtual office online with Regus 15 Moore Street Canberra in September, It took a week after I made a number of phone calls to get the welcome email with mailing address but it didn't have the telephone number for my virtual office. After calling the Moore street office I was told that it doesn't include a phone number but clearly it did. After many more calls they finally agreed it did. Now the end of the second week still no phone number and finding the service appalling I asked the manager S. that I wish to cancel the agreement and be provide a refund due to poor service and not been provided what I was charged for. For the last month I have asked for an update on having the refund provided and notified that I'm still getting sent invoices to which S. the manager said don't pay the invoices please be patient as we resolved this for you. The same response to my weekly emails for the past 4 weeks. Now today I have received a legal notice from Regis threating me with court action and a mark in my credit rating and demanding I pay over $2,000. This is appalling, I can't get any resolution and now I'm threatened?

I took out a 12 month Regus virtual office space contract in Nov 2015.

I used their services for several years.

In Nov 2022 I asked verbally for the contract to be cancelled but was told it had been auto renewed 3 months before the contract date and that I could not cancel. Regus said a renewal email would be sent 3 months prior to the next renewal date , being 1 Dec 2023.

I did not receive those emails as they were marked as spam and went to the spam mailbox.

I contacted with IWGPLC to ask for virtual office rental possibilities on 16.10.2023

Then get this answer from them

based on sent information by sales representative

We are business centra and only can help you with providing the correct agreement for the Chambre of Commerce. Depending on the situation you will need either a Virtual Office or a Coworking solution to be able to register your company in our business centre.

I described that im on my way to establish company and i need a help with choosing the best option for me

After that sales manager advise me what the best option and ask when i can start i told that i dont know how its work but i trust him that he offers me the resonable service

He put the 13.10 2023 on the contract and i thought that they start prepare documents for chamber of commerce

But no ...

After that i receive next information

from the business centra :

Good Afternoon Orest,

I am contacting you regarding your service agreement with IWGPLC.

According to the Anti-Money Laundering Regulations 2017 we are obligated to check the details of the following documents to ensure we are fully compliant with the Dutch legislation.

All documents must be written in Dutch or English.

Registration documents from the Chamber of Commerce (needs to be dated within the last 12 months)

UBO-register from the Chamber of Commerce* (needs to be dated within the last 12 months)

VAT number of the company

A copy of a valid passport is required for all registered directors and shareholders (UBO - any natural person who ultimately owns or controls the legal entity). Please note: You can cross out the Citizen Service Number, we need the rest of the code for registration.

Proof of Home Address (dated within the last 3 months) is required for all directors and shareholders (UBO). Address may be a letter, statement or invoice by an official provider or authority, mentioning name, address, and date. Irrelevant information (such as bank balance) may be crossed out.

      *We are aware that the UBO-register is currently not available in Europe. You can temporarily send us the 'opgave', confirmation letter or a notary shareholdersregistration.

Once all required documents are received at this email address and are validated, we will activate your service immediately. The center team will update you about this.

Please keep in mind that if we are not able to fulfill the Know Your Customer Obligations for your account, we remain unable to offer you with the regulated services of mail handling or registered address provision.

If you have any queries or concerns providing the information requested, please reach out to me directly through this email address.

And i understand that they fooled me

I was disappointed that first salesman push me to pay for services before all documents provided and checked but the most disadvantage was when they for one week no give me clear answer and dont reacted that its they mistake ..

Second office speaks that i should give them already documents for existing company

Today ive receive

Good Afternoon Orest,

I am unable to stop your contract. Maybe you can check is @J C can help you with this request.

Because i cannot do that.

After to try cancel they asked me to contact with sales manager with whom after one week waiting i dont want to have any conversations

When you purchase a service for office usage; you're then second-class citizen for Regus (Turkey). I've been using monthly 10 office usage pack for 2 months; i've visited 4 different location many times and they every time gave me the smallest room without window. Feel yourself stuck in a prison.

I don't think this is based on room availability; but rather an approach from employees.

Their behaviors' is not professional; probably they see me as a 'temporary' or 'one-off' client.. Therefore giving me the worst room everytime.

I'll cancel the membership when it expires. and look for another servicing company.

I am writing to express my concern regarding the delay in receiving my retainer deposit refund for the property located at 200 Hennessy Road, Wanchai, Hong Kong (My account number is [protected]), which I vacated on 30th September 2023. On 19th September 2023, I diligently completed and submitted the necessary 'Deposit Refund Request' form.

On 1st November 2023, I have yet to receive any updates regarding the status of my refund. I sent an email to HQ Account Helpdesk. One of your staff, Y., replied my email. She said that "As per checking with the payments team, Account Holder Name (my personal bank account) and Company Name are different". Hence, I re-submit my company's bank account information to her on the same day.

Up to now (i.e. 15th November 2023), I have yet to receive any updates regarding the status of my refund.

Furthermore, I have attempted to find an appropriate department or representative to address this issue, but I was met with limited information that only pertains to the sales department. It is disappointing to find no dedicated department or contact details to address pressing concerns like mine.

Therefore, I kindly request an immediate response with an update on the status of my retainer deposit refund. I hope to receive my refund without any further delays. If your company has unreasonably refused to return the retainer deposit, I will commence legal action to recover the deposit from your company.

Hello,

I have set up 2 of my companies with Regus in the Netherlands with their service „campus registration“.

First : I was misconsulted because I was told I could cancel it after one month and take another plan, that would be cheaper. I discussed it with a sales person from regus and she told me that it is possible, then it turned out not to be possible and I had to redo everything and pay even more.

But okay, she claims this is a misunderstanding and we are all human, so next one.

Second: As I set up my companies with them, the letters from the kvk and other official authorities of course are sent to that address (bank cards, invoices etc.) - when I asked for my letters, I was denied service because my compliance check is not done. The important point here is, that some of the infos (VAT) number for example, are in the letters that come from the authorities to the address, so as they wouldn’t hand it out, I can not provide it - that system itself is not working, isn’t it ?

They told me I need to allow them to open my private and confidential letters as there was no other way to complete the compliance, even when I come with my passport they could not hand out letters to me. This is something I was never told before

But okay, I agreed for them to open the VAT letters and to finally do the check, so I can have access to service and my letters.

Now more than 2 weeks have passed since they have EVERYTHING NEEDED, and the compliance is still not done.

I am being denied service, as the compliance check still needs time, nobody answers to my emails and I do not get access to all the letters that I received since 7 weeks.

I can not send out invoices as the VAT number is missing and can not access my credit cards or invoices that were sent as letters.

On the other side: they have sent me some letters and broken their compliance and rules already.

I want serious business partners, but it feels as if they are blocking my business with this behaviour and this is the worst customer experience I ever made.

Yet: they still send me invoices for several hundreds of euros without even offering services and still ignoring mails for days and weeks sometimes.

I kindly ask for a solution or just to let me out of the contract if you can not offer the solution you claim to do, but this is highly negative.

Who can help me to solve this finally ?

Thank you!

Regus

On the 31 March 2023 I received an email subject: OVERDUE NOTICE for your Regus Account : 9667041 for a service I stopped in March of 2022 and paid the final invoice for and never received another invoice again until this email.

I tried communicating with Regus via there recommended channels as per the email only to be repeatedly stoned walled with "we're looking into" emails but never being able to A) speak to an official representative and B) finally receiving an email that they couldn't assist and that the call had been closed - I have since received monthly bills for the co-work space which i do not use as well as penalties/fees for almost the same amount - effectively double billing me. (email of all these correspondents are available)

I was instructed by the support staff at Regus Modderfontein (Gauteng, ZA) that there was no need to cancel my Regus profile in its entirety as I might want to use it later and that once my last bill was settled, I should remove my billing credit card and would also no longer be billed.

I received the last invoice payable on the 1 May 2022 after 3 months of adjustments, credits, refunds etc. for incorrect billing - again automated emails and statements to this effect I have from Regus - the account was successfully settled which I have email confirmation of on the 18 May 2023

Thereafter I was assured that we would not be billed again, and I left my profile as is with the billing credit card removed. I received no further invoices and considered the service closed until the demand for payment and an invoice for nearly 12 months service fees, one year later.

REGUS has completely destroyed its reputation and services in my view, that I used for many years with this action and its continued ignoring of real communications, hiding behind call center desks and emails that resolve nothing, is nothing short of dishonest and smacks of poor systems and processes and the customer being treated as a disposable non-event.

Should this system/people/accounting failure not be rectified, and my account cleared and shutdown - I will be forced to resort to legal action to clear our position.

I have taken an office with start date 1.11.23. I terminated by previous contract to take a new office. My services were suspended due to late payment fee. I made 75% of the payment in arrears and attended the office today to meet up with a client.

After a long conversation they agreed to let me use the office but to make payment of £270 in arrears in a week.

On entering the office it appears the office has not been clean with marks all over the wall. I insisted to have this clean as my move in date was on 1.11.23. The receptionist advised I should come back tomorrow as they will get the office clean today.

My concern is they have taken money from client to get the office clean but hasn't been done.

I want to no what to do as I have lost client as I had no office today to do business.