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Regus - Restoration fee for a non restored office
During the pandemic, we leased 6 offices from Mason Manning, which were leased to us with no restoration completed. We were told that the lease prices would only be increasing 5% at the max. One year later, Regus doubled our rents and Mason did nothing about it. 5 of the offices were cancelled and one was kept, all the 5 offices were returned their restoration fees since they were cancelled because Mason confirmed that the offices were never restored to begin with. Now, we are ready to exit completely from Regus since the rent keeps going up and we hate the instability that your company provides. You cannot trap and mislead customers like this because you will lose all your customers and eventually your company will go bankrupt like it is right now. You cannot legally charge a restoration fee when you never restored an office to give to your tenant in the first place, especially when your company policy is to restore the office after each tenant use. I have text messages proving that my offices were never restored.
Desired outcome: Cancel my restoration fee immediatly.
"Hi Anna,
Good day to you.
As per checking, invoice no: [protected] was attached to your payment card for automatic payment deduction although it has been credited. It is a system error on our side. We have resolved this error and refunded the payment amounting to 400.00 USD to your payment card ending with 1570 today (25 July 2023). Please allow 2-7 banking days for the payment to reflect in your bank account statement. This timeline is set by the bank authorities to prevent fraudulent transactions, not Regus.
I sincerely apologise for the inconvenience and if there is anything further I can do please let me know.
Kind Regards,
Melanie
Customer Care Specialist
Hi Lorraine,
I was still charged a restoration fee when you assured me I wouldn't be. I brought this to your teams attention and they apologized and said I would be issued a refund. I still have no refund. I need your company to be more professional and not make promises that are not followed through with. Please check the status of my refund and my retainer as I am yet to receive either of those. Provide me with the reference numbers and dates for the refund and the retainer along with both total amounts.
This complaint has been resolved automatically due to user's inactivity.
I understand your dissatisfaction.
Office restoration service is a part of your agreement. We provide this service for all customers to save time and money, along with the frustration of dealing with multiple outside vendors such as IT & phone technicians.
I’m sorry if your offices were not restored when you moved in. I have highlighted this matter to your centre team to ensure that the necessary steps are taken to prevent the situation from happening again.
I would like to confirm that this matter has been resolved now.
If you have any further questions, please respond to my team member who is in touch with you.
We appreciate your business.
Best regards,
Lorraine Brule
Global Customer Service at Regus
I’m very sorry to hear of your disappointment.
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. I will get back to you as soon as I have received more details.
Thanks again for your comments.
Best,
Lorraine Brule
Global Customer Service at Regus
We have received your comment. Thank you!