Regus
reviews and complaints

Case reference number: C-6953809-Z0V3
Account Number: [protected]
Company Name: Carrie Jaffe or Accurate Assessments of San Diego

Around September or October, I asked the Regus receptionist about the procedure to renew my membership agreement, as I had planned to do. She said it reverts to a month-to-month, but to review the Membership Agreement. After speaking with her and reading the Agreement and Terms of Service, I understood that the Agreement would renew automatically (which, by law reverts to a month-to-month).

In November, when my circumstances changed, I attempted to give 3 months' notice to end the Agreement, as required per the Terms of Service. I had expected to be required to pay for 3 months through 2/28/22. However, there is no way to contact anyone at Regus directly - not by phone or email, and this appears to be by design in order to avoid the clarity that Kiran, the second customer service person who contacted me (12/26/21) wrote about.

It took Regus about 3 weeks (12/19/21) to respond to my initial inquiry about this, and the response provided no clarity. In the 12/19 email response, I was told, "once the renewal processed (on Jan 01, 2022) you should be able to terminate the agreement online as normal procedure." Then, on 12/26, I received, "In regards to your agreement, a 3 months' notice is required to end the agreement, in which by 30th September 2021. As a result, your current term will end on 31st December 2022. Again, I was given no information about the impossibility of terminating this agreement until the end of 2022.

Kiran, the second customer service person wrote (12/26/21),"We take renewals very seriously and great care in communicating how the process works. Furthermore, it's our goal to make this an efficient yet very simple process."To date, no one has communicated the process to me correctly, or at all, so I didn't get to experience the"great care"that he is referring to. In fact, when I asked the receptionist in September or October, I was told that the lease term reverts to a month-to-month after the initial term (which by law, only requires a 1 month notice). She advised me to consult the Agreement, which I did. Again, there is no information in either the Agreement or the Terms about terminating after the automatic renewal date. Neither document indicates that there is no opportunity to terminate for an entire year. The process is anything but"efficient, ""simple, "or even clear. By rigidly and uncompromisingly forcing me to pay an entire year of rent for an office I will not use is a violation of an"efficient yet very simple process" that is communicated clearly.

Due to covid, my business is shifting almost solely to an online service and I no longer need the office. Obviously, this is an unusual and unpredictable circumstance during an unprecedented time. It is absurd for Regus to force me to pay $2628 for an office I will no longer use for reasons that are outside of both my control and my ability to have predicted in August. We are in the middle of a pandemic in which both our economy and our way of life have changed, and corporations everywhere have had to make unexpected accommodations. Regus appears unwilling to make these same accommodations.

Though I discontinued using the office after 11/30/21, I have paid for December. I hope you can assist me in terminating my Agreement, effective 12/1/21 and having Regus accept my final payment of $219 on 12/18/21 as final payment in full.

Thank you for your consideration.

If any of the below sounds familiar, send an email to [protected]@protonmail.com so we can work together to counter Regus' unprofessional and aggressive business practices.

I hired a Virtual Office from Regus back in 2019 and received written confirmation that my contract had been cancelled and services terminated on 31st October 2019. I left with all accounts settled and no overdue balance showing on my account.

Then, out of the blue, a few weeks ago in late 2021, over 2 years after the service was terminated I was sent a series of aggressive emails demanding payment of an unspecified amount for an unspecified invoice, threatening legal action if I did not comply (even though it was impossible to comply anyway, as no amount was specified, no services were referenced and I wasn't even given a method of payment).

I queried which invoice was overdue and (after much chasing) was sent an invoice for non-existent services in November 2019, the month after my agreement was terminated (and almost 2 years before these bizarre emails were sent to me). I responded to the email pointing out the error and forwarding their written confirmation that the contract had been terminated in October 2019. They have simply not responded to this email. Meanwhile the threat of destructive legal action has continued from a separate no-reply account during this correspondence as if the correspondence had never happened.

Since then I have spoken daily with Customer Services who have conceded on recorded telephone calls that there is no overdue balance and the invoice sent was invalid. However they have said that they don't have the authority to put that in writing and the people in their company who do have the authority are refusing to answer the customer service team's emails. Most recently they've said that the only way they can get a response from their own internal financial team is by sending a physical letter to them which they say could take a very long time. Meanwhile an automated collections process seems to be running against me in the background for a non-existent overdue payment.

To add insult to injury, the following my took place today:

I finally thought someone at the company was willing to take responsibility for getting this resolved when a woman identifying herself as "Sandra Melody" responded to my TrustPilot feedback claiming to be "Head of Customer Services" and asking me to escalate my query to her. I emailed her and received no response. Finding it strange that she was able to respond so quickly to my TrustPilot feedback but not to the email she'd asked me to send and promised to follow up on as a priority, I phoned the Customer Services department to find out what was going on. I was told there was no record of anyone called Sandra Melody working at the company in their entire internal company systems. Furthermore, none of the Customer Services reps had ever heard of the woman claiming to be the head of the department they worked for. There is also no Sandra Melody listed at Regus on LinkedIn (which in itself proves nothing but adds to the suspicion based on the above). It feels very disrespectful as a customer who has been patiently trying to resolve an issue with them to no avail for almost 2 weeks to then be directed to a woman who seems to have either misidentified herself, her role or both (the customer service rep speculated that she might be a social media manager if she does indeed work at the company, though he stressed there is no evidence of her working at the company at all).

Please help me get this resolved. I am not asking for any kind of refund, additional services or anything else. All I'm asking for is written confirmation that there will be no further action from the collections department / agency, written confirmation that there are no overdue payments (already confirmed to me on a recorded call) and written confirmation that my account is fully terminated and no new charges will appear in the future.

This would take a simple email or a call by someone who actually has the power to take responsibility for this situation.

Dear Team,

Greetings!

This is in furtherance to my previous correspondences with my center team members - Abuja, constitution avenue, Nigeria.

I wish to again request the termination of our automatically renewed contract for the period 1st, February 2022 to 30th April 2022. I have since on Nov 1st, 2021, been in communication with my center team on this subject and they have however expressed that our request is beyond the purview of their limit. Earlier to this, we spoke to our center team that we do not wish to subscribe to auto-renewals at any point in time.

We had considered renewing our contract, but we ultimately felt that Regus was not acting in good faith when dealing with us and we have therefore decided to end the relationship.

In view of the above, we do not wish to proceed with the automatic renewal, we equally do not wish to default in our subsequent payments and as such we are hereby escalating our complaint.

It is our fervent belief that you will effect the termination of our automatically renewed contract, which is obviously ethically necessary.

Thanks for your usual cooperation and understanding.

Thank you,
Faruk

Usually do not write reviews but I am beyond frustrated. I have been with Regus for awhile now and these complaints are spot on. They have locked me into another agreement without any notification. They told me to check my spam. I just want to get of this and be done. The customer service has been extremely poor. They don't even have a messaging service which was an option when I first signed up.

I was acting as a contractor for a tenant of Regus and at first I was fond of the amenity of the office space but soon found the management of receptionist is kind of annoying which stop me thinking about rent an office here.
I think cleaning is included in the lease from Regus, however, the receptionist keeps telling me clean up the bowls I didn't use and never listen to me that I even don't use the those bowls at all. That's ridiculous. What's worse, she never check or knock whether I am busy talking or typing to my clients before she gave her lectures to me. Until one day I have a little pissed off because I am dealing with a very important client and I just told her I don't have time please leave. She seems unhappy and fabricated more things behind just none of the tenant or others believe.
I just found a few peaceful days later until today she asked me to clean up the shredding machine, again she accused me of making a mess there which she neve listen to me that I have never used the machine at that time. I have ignored her attitude and try to give her a suggestion that why not using a bag that will reduce the mess for themselves she just rudely interrupted with "We don't have any bags". Then she just threatened to me, if you don't cooperate, I will take action. So, cooperation for what, to clean up everything for the receptionist?
If you want to find a space that you want to focus on your own work, try to find a place with good receptionist that is helpful. If not, your work will full of all kinds of lectures and fabricated stories against you.
By the way, the office is Ampersand West Tower in Calgary. Hope someone could see this situation. She might be a good employee to you because she saved a lot of time for herself and told you all the tenant are in control. But not good for tenant or potential tenant.

I took out a 6 month office agreement with Regus with the monthly rental being based on a month to month term. The work i thought id have that required me to take out an office space didnt materialise mainly due to lockdown restrictions posed by the COVID pandemic. I emailed Regus advising them of this and notifying them of my intent to vacate the space.

The contract terms issued to me were very basic and ambigious in terms of the notice for termination by the tenant (me) but there was reference to some notice being required but this may or not have been asscociated with the notice period associated with the termination of auto renewal but its still confusing and ambiguios. Despite this, i gave Regus 3 months notice that i would be vacating but they wrote to me advising me that i was on a fixed term and that i couldnt serve notice to vacate. I have disputed this on several occasions and i have sent them evidence of what i recieved in writing stating that it was a month to month arrangement but they ignore the evidence and send threatening notice emails in return. I have asked them repeatedly to refer our dispute to an independant adjudicator but again, they ignore these requests and send the threatening and distressing emails in return stating they have applied penalty charges and will pass the account onto a credit management company. I will not pay their penalties as i can evidence my attempts to reach an amicable agreement on this but they are playing unfair. Please help. Ive enclosed a copy of the original emailed proposal sent to me with the costs (as agreed) and the reference to 'month to month'

Regus staff humiliate and degrade disabled people. They are even arrogant enough to claim 'what is and what is not a delibating disability?'.

Given recent surgery and medical advice/guidelines to WFH I informed an online representative that I needed to pause/cancel my membership so I wouldn't have to pay the month of December. The representative went on to humiliate and offend me in ways that are against UK disability and consumer legislation.

They kept asking me for medical proof that I was disabled which I find offensive considering Regus is not a medical institution and can not determine what counts as a disability.

Under pressure, I did show them medical/government proof of my disability(I felt really uncomfortable doing so) but still they claimed they wanted a letter- I don't know what they want the letter to state and why they want such personal information?

The whole situation has caused me a lot of distress as I am trying to follow the guidelines set by my doctor and stay safe. However, Regus seem intent on ensuring I pay for a service which I can not use unless I put myself at risk of severe illness. They is a reason some people have to shield during COVID.

No Cultural awareness exists at the company. They is a disgusting attitude towards illness and medical guidelines. I can't believe that they can use people's vulnerabilities against them and humiliate them in such a cruel/predatory way.

I have tried to message the company so they can explain their position but all my customer requests are now being ignored. I have also asked to complete a formal complaints procedure but again I am ignored by customer service

Awful company.

Me and my team have now been locked out of our office in the Welwyn Falcon Gate centre (UK) because you failed to allocate a payment for an invoice raised 3 months ago. You have been provided with satisfactory evidence which clearly shows the payment was made via bank transfer yet you have not allocated the payment to my account and expect me to pay it again. Both myself and the centre team have been trying to liase with you about this issue but I have received no reply to date and now we are unable to access our office and indeed our belongings because of your administrative failure. your portal is poorly designed and difficult to navigate. Pair that with the fact that we physically cannot speak to anyone over the phone and everything is done entirely on emails with people in a completely different time zone makes your customer service appalling. Please can someone contact me urgently to discuss what you plan to do about this? We are paying for usage in December but not actually getting it. And you are preventing us from accessing our belongings.

I have called the branch / help desk and just get the run around. Sad for a company to be giving problems for $800. 🥲🥲

Please tell me how I can talk to a PERSON at regus. I have written through my account several times about charges that I should not have received and they are never answered and no one at my office can seem to help. Your customer service thus far has been abysmal. I can be reached by phone at [protected]. You need to provide people onsite to answer billing questions, or at the very least provide someone to contact.

Roy Anne Beckham

I've been leasing a private office in a Local Torrance- Del Amo Regus office location now since May of 2020. I originally signed a 6 month lease agreement at a discounted rate because of the Covid-19 pandemic. In month three I was approached by My local Regus Community Manager Team Lead to renew my lease for two additional years. The rent was going to be the same amount as the discounted Covid-19 rate as many of their tenants vacated during the Covid-19 pandemic. I've been in my 2 year fixed rate lease now for 12 months and I get my bill for month 13 and I see a 6.4% increase in my monthly rent amount… I immediately inquired about the increase in rent to my local community manager and she sends me an email regarding their house rules annual indexation increase in rent in their multi year lease agreements. I then research my signed lease agreement and their supplemental house rules and see a section 46 regarding they have the right to increase my rent in year two 4.0% this was never ever disclosed to me at lease signing… total bait and switch tactics to get me to sign a 2 year lease agreement.. I then emailed my local community manager to communicate the house rules that I supposedly agreed to and was Never disclosed to me only showed a 4.0% annual indexation when I signed my lease agreement in August of 2020. When approached the local community manager on site was very rude and defensive towards me and she immediately called her local Community Team Lead by the name of Ryan.. I did even know who Ryan was as he was never introduced to me and the current local community manager team lead went missing in action and the previous team lead was not responsive to any of my phone calls or texts over the last 3 months.. I even called the 888 Regus help line only to get disconnected twice when trying to speak to someone in billing. The local community manager then kicked me out of my office and said only to communicate with her via email from now on. About an hour later I get an email from Ryan who cut and pasted a new section 47 of their house rules stating they have the right to increase my rent 6.4% annual indexation and the. Ha he was made in August of 2021. I argued that when I signed in 2020 August the house rules stated a flat 4.0%. He says Regus has the right to change the annual indexation arate time to time.., which is a total joke. They're now trying to force me to pay the higher increase and I'm not in agreement as they never disclosed their new August 2021 house rules increase in annual indexation to me ever nor did they ever disclose their supplemental house rules included annual indexation increases in rent in month 13. I've done some research and now learn that Regus has been involved in hundreds of deceptive unilateral leasing practices and is misrepresenting their monthly lease amounts on multi year fixed rate leases. I believe they have now breached our signed lease agreement and I have the right to terminate it prior to month 13 which is next week on the 15th of December 2021.

My account got auto renewed for 6 month extension. Despite of emailing them (sent it via email because it's impossible to navigate via their web portal to cancel your contract).
I agreed to extending the contract. They then cancelled my contract in November and back dated the cancellation to September 2021.

I keep receiving emails one from Neptune Regus stating that they will refund my amount for the month of October and November. However, I receive emails from Regus warning to pay for the month of December.

Regus provides a month to month option for part time office space rental. They amortorize the contract over 5-7 years. I requested cancellation on April 30th, 2021 and was told I owe $6, 000.00 to the end of amortorization in 2025. A complete falsehood dishonouring their month to month agreement. Months later an unauthorized charge to my Credit Card for $2200 and change occurred. Everyone I try to contact at Regus pretendsto be helpful and then disappears, and they have since added a $7, 000.00 charge for an account closed years ago, I'm not even kidding. Nothing is right about this company, and customer service is non-existent. The head office customer service line disconnects. They must be in financial ruin to take these measures.

Your ad for Ragu is is disgusting! So, you are so starved for advertising ideas that you have to emphasize MOTHER!?!
Everyone knows what you are insinuating!
Cooks like a " MOTHER!"
You're disgusting!
Just know that it's Prego for me from now on! And, everyone I talk to!

Regus lied to me about what would be included in my monthly plan for a virtual office to get me to sign the contract. They then fraudulently opened up TWO accounts for me, even though we only ever discussed one. Then they asked if I wanted to add mail forwarding, which made no sense since they said this was included in the plan (their website still states this). I told them no, that I didn't want to pay anything more than the monthly amount we agreed to. Then they started adding on all sorts of mail forwarding fees even though I specifically told them in writing over five times that I never agreed to this. They then still charged me for mail forwarding despite never forwarding me a single piece of mail. Then when I finally reached a human after countless hours trying, they said they will remove the fees. Weeks go by and I was never reimbursed. Do not trust this company with a dime! They will lie to your face all day hoping that you forget about all the additional, illegal fees they've added. The only way I ever received any money back was to open a multitude of disputes with my credit card company. What I described above is textbook fraudulent misrepresentation, among countless other legal violations. I will be seeking both compensatory and punitive damages against this criminal enterprise in excess of $20, 000, due to the hours of wages I have forgone as a result of having to constantly track down, seek reimbursement for, and continue to follow up on the reimbursement status of, all of Regus' illegally added fees. When fraud is involved, as in this case (and likely many others) the contract is null and void get Regus continues to charge me for a mailbox I literally never use anymore (I have stopped having any mail sent there as I will never trust this criminal enterprise again). I will continue seeking reimbursements from my company if they try to charge me again and will also seek and obtain the compensatory and punitive damages I'm owed from this fraudulent company.

I have been with my Regus centre for about 4 years and have enjoyed the services. I recently renewed my contract which was due to expire on December 2021. However, I have also recently found that my business is going in a different direction and have communicated to my Regus team that I will not be in a position to continue with the services from Regus. I have actually given about 2 months notice of my intention to move offices. While I understand that the 12 month contract does not have any express exit clauses for the benefit of tenants, I have been extremely clear that I will not require services from Feb 2022 (we are near the end of Nov 2021) and thus will not accept or settle invoices from that time. I think it is unfair for the company to try and hold me hostage - it is super awkward and does not bode well for a company to be so aggressive and so difficult about letting a customer leave! I would obviously like them to accept my notice and to allow us to part ways amicably. I'm not sure what they hope to achieve in the end by dragging things out given I have already stated that I am moving offices. Also, I have heard from friends that they refuse to properly accept notices like these and then continue to send invoices even though one has left and is no longer enjoying services. Whether or not this was the small print it is definitely poor client relations and ultimately does not generate goodwill. There is also no way to escalate this issue beyone my centre team unless they do so themselves by "opening a query" or something of the sort.

I have been a Regus client from Singapore (one Raffles Place) for more than ten over years and have always been enjoying the services provided. But in recent period, many services are being compromised or removed altogether:
(1) firstly the microwave oven has been removed and I was told by the centre staff that it is removed because of standardisation across all centre. On another occasion when I checked again, I was told that it is because it is non halal which is not consistent for the reasons provided. For that matter if it is due to non halal, they should have two microwave ovens instead one for halal and one non halal. I am also perplexed how they resolve and differentiate halal non halal for other utensil?

(2) Newspaper services have also been terminated without giving any valid reasons. The centre manager just advised me that Regus has stopped paying?
(3) Next, plates and bowls and even folks were not available. We were even told to wash our own plates etc. ? Then why are tenants not having a reduced kitchen fees now if we are not even the basic services?

(4) There is also no more Lipton tea bags available. This is so fundamental and again no explanation was given.

(5) When I shared and provided my feedbacks to the centre manager, instead of showing empathy, I was just being told that Regus no longer provide all these and case closed. I minimally expect her to explain to me with more empathy and not to mention not even an apology on behalf of Regus for this reduction of services which other serviced offices companies are providing. I am not asking for something special. It is fundamental which I mentioned other serviced office companies are providing. So isn't it time for Regus to reflect and revive such services again?

please reach out to me at jessicak_[protected]@yahoo.com.sg

I want to have an update of how this is being resolved or alternatively minimally a good reasonable explanation for the compromise and removal of the above services mentioned.

How do I cancel the auto renewal lease with REGUS for 2022 after the 2021 lease ends 12/31/2021?
Regus traps me into an auto renewal with terms I don't agree and cannot afford. They claim that they sent courtesy email notice twice and received no response from me. I did not receive these emails and sent my cancelation right away after acknowleging the new lease being in effect in 2022.
During current lease 2021, Regus breach the contract by not providing me the internet service adequate for my business operation. My network printer did not function at all for almost 1 year, and still dead without internet. They have a mal-practice in charging kitchen fees without my authorization.
My desired resolution: Get out by end of 2021, no further lease 2022, get my full retainer back