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Regus Reviews Summary
Regus has garnered a largely negative reputation among its customers, with frequent complaints about hidden fees, billing issues, and poor communication. Many reviewers express frustration over the difficulty in canceling services and the lack of responsiveness from customer support, leading to feelings of being misled and trapped in contracts. While some customers appreciate the local staff's friendliness, the overarching sentiment is one of dissatisfaction, particularly regarding management's failure to address concerns effectively. Overall, potential clients are advised to exercise caution and consider alternative coworking options that prioritize transparency and customer service.
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Rented with Spaces which is owned by Regus. We were told as long as we give a 30 day notice, we would receive our retainer back. Our last day was August 30,2023 - it is now November 5,2023 and no retainer has been given back! They have given me the run around that they didn't have my bank info and now they are saying they are reprocessing my retainer. It's all a scam and lie! They are robbing people of their retainers. Stay away from this company!
We are loyal and long-term customers of Regus. We signed a contract on 03/08/2017 with *. Later, on 04/26/2019, we signed a new contract with *. * told us that if we wanted to terminate the contract at any time, we just needed to notify him a few months in advance. We have an email from him confirming this, which we saved as evidence for the future (proof available). On 03/05/22, we signed a new contract valid from 07/01/2022 to 06/30/2023. Due to increasingly challenging economic conditions, we couldn't afford to pay our staff and didn't have enough funds to continue operations. Hence, we terminated the contract on 05/12/2023 and received acknowledgment of the contract termination effective 06/30/2023 (proof available). The contract stipulates that if one wishes to terminate the contract, they must notify 30 days before the contract end date (proof available). While we complied with all of Regus's requirements, they should have provided favorable conditions to assist their customers. Instead, they forced us to continue using their services and insisted we pay monthly, even though we had moved out of Regus. When we asked for assistance and consideration, they were uncooperative and forced us to continue paying until the end of the contract, which they auto-renewed without our permission and signed until 04/01/2024. Currently, Regus is holding our deposit of $3,958, and the excess amount we paid is $4,364.77 (proof available).
*Personal information redacted by admin
Hi Bryan,
I’m very sorry to hear of your disappointment.
You signed a 12-month office agreement with us, and this type of agreement should be ended online with no less than 3 months’ notice before the end of the term which is clearly outlined in your agreement.
We take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront. Prior to any renewal, our customers receive courtesy email reminders. According to our history, you received this email on 10 March 2023 with detailed information on prices, terms, and the option of ending the agreement if you no longer require our services. This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online (MyRegus.com).
Since you have agreed to the renewal, your agreement was renewed until 30 June 2024. This renewal was confirmed to you via email on 18 March 2023.
When you ended the agreement online on 13 May 2023, we confirmed 30 June 2024 as the end date via email. A copy of this email is available in the ‘Documents’ section of your online account.
A signed agreement is a formal business commitment, and it should be honoured. We are sorry we are unable to end your agreement prior to the end date. Invoices will be billed to you until then and they’re payable.
You are required to request your retainer by logging into your online account, selecting Account > Billing and payments > Retainer balances, where a specific section for refund requests is available. You should receive your refund within 30 days after your end date or request date (whichever is later).
Should you require further assistance in this matter, please respond to my team member who is in touch with you.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
DO NOT use this company period. This is the worst company with regards to communication. I set up with them back before the pandemic. When the pandemic hit and it was time to renew I cancelled the renewal via email because everything was shut down. I had them keep billing me and telling me that I did not follow proper protocol with cancelling. I asked via emails and phone calls that they send me where on the contract it says how to cancel. I did not receive anything and I cancelled within the 30 days. I did not sign anything. And this was all done virtually. I am now being sued for $4000 give or take because they do NOT know what the other departments are doing. They are a very dis organized company and I will have to now hire an attorney to dispute this. This is from 3 years ago. Truth be told I would not even give them a 1 rating... but I had to in this scerio.
Hello Nissa,
We’re sorry for your disappointment but your comments are unfair and inaccurate.
You mention that you “did not sign anything” but you cannot have an agreement with us unless you signed.
Prior to any renewal, our customers receive courtesy email reminders. These emails include detailed information on prices, terms and the option of ending the agreement if you no longer require our services.
This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online.
Customers can provide notice at any time through their online account (myregus.com) so you don’t need to email us. You would have received an automated emailing confirming your notice and end date if it was applied successfully.
Once your agreement with us has been renewed, we confirm it via email. You can check these emails in the Account > Documents section of your online account.
If anything isn’t to your satisfaction, please contact your Community Manager within 1-2 business days, or myself at lorraine.brule@regus.com so we can discuss further options.
Best regards,
Lorraine Brule
Global Customer Service at Regus
I usually don't write reviews but this Has been getting out of hand for me. For the past months I have been trying to cancel my account. I been calling the number that been provided to me. One person Told me to email them so I did and when I got a respond from the person in the email, The answer they responded with didn't answer my question. The person close the email before I could respond back to the answer that person gave me. I have been getting charge for this account for 3 months now. Then I was told to contact the building manager like they ask me. I was told through email they don't handle the accounts. I been giving the run around for months.
Hello Adrianna,
We are sorry for your disappointment although the cause is confusing.
You signed an agreement from 27 March 2023 until 31 March 2024 which you gave termination notice for on 4 September 2023; your agreement will still end on the date indicated on it.
Our team are always available to support our customers with payment, billing and account-related questions. We have received great feedback about the quality of our service, and I apologise if you’ve experienced any delay in hearing back from the team.
Please remember that you can check your agreement, amend services, make meeting room bookings, review and pay all your invoices at any time through your online account, available at myregus.com.
My team are in contact with you now and will clarify your agreement again if needed.
All the best,
Lorraine Brule
Global Customer Service at Regus
I am here writing a review because apparently *******@regus.com only responds here. I am wondering where is my retainer. After countless tickets, and emails I still have not received any response. This company will give you the literal run around. One person will point the finger at another, just for that person to point the finger in a total different direction. This company has thought of every way to tip toe the line of being a legal and illegal business. How in the world does a business who rakes in over 2 billion annually with locations across the world not even have a corporate number. No finance department number. Not even a help desk number should you have problems in your actual office. I wish I would have done my research before ever getting in bed with these criminals. This company has a 1 star rating across all platforms for various reason. The BBB has given this company a F rating. *******@regus.com If you could let me know what is going on with my retainer that would be great! My name is Malachi Urquhart. Submitted my bank details 8/3/2023. My term ended 8/31/2023. Today is 10/4/2023 still no word. The terms and conditions clearly state the refund would be sent 30 days after the term end date. Where is my money?
Hi Malachi,
We understand how important your return of retainer is and our standard timeline has not been met on this occasion. For this, we deeply apologise.
I have checked the status of your retainer refund with our Finance team. Due to an unforeseen issue with your payment, it will have to be rerun which has caused this delay.
Again, we sincerely apologise for the inconvenience this may have caused. Your retainer will be refunded to you on 11 October 2023.
Should you require further details on this matter, please respond to my team member who is in touch with you.
Thank you,
Lorraine Brule
Global Customer Service at Regus
My experience with Regus (Edmonton Canada) has been nothing short of a nightmare. I caution anyone considering their services to steer clear of this company. From the moment I inquired about their offerings, I felt manipulated into signing some obscure digital document. To my shock, I later discovered that I had unwittingly committed to a year-long service agreement. This lack of transparency is a major red flag.
Furthermore, their Virtual Office service turned out to be utterly useless. Major banks and institutions do not recognize it, rendering it practically worthless. When I contacted Regus to address the unexpected charges on my account, they callously insisted that I was obligated to pay them all. When I refused, they resorted to threats of legal action.
In summary, Regus appears to be a fraudulent company with deceptive practices and services of questionable value. I strongly advise against using their services, as my experience has left me feeling like a victim of a scam. Proceed with caution and explore alternative options for your workspace needs.
Hi Rashad, I’m sorry if you felt the need to escalate this.
Upon checking, you signed a 12-month agreement with a preferential monthly fee.
We have asked for evidence and supporting documents for this conflicting information, but it could not be provided.
A signed agreement is a formal business commitment, and it should be ended online according to its terms and notice period.
A member of our team has contacted you to assist you further on this matter, please continue to speak with them if you need further assistance.
Thank you,
Lorraine Brule
Global Customer Service at Regus
Hidden fees, signed up on the phone and wasn't told about $120, "one-time fee" tried to end the contract on day one when I started to realize how shady the company was. Paid my first month rent and only 10 days later I am being charged again and with a $35 late charge...when I already paid said "one-time fee" and first month payment. Shady company who will scam you in any way they can. Look elsewhere for a Virtual Office!
Hi Paige, I’m sorry you felt the need to escalate this.
You will see that our fees are clearly outlined in your agreement (certainly not hidden) with any optional services of your choosing charged as extra; there was not a “one-time fee” of $120 on any of your invoices and you are able to check this for yourself in the ‘Billing and payments’ area of your online account (myregus.com).
You contacted our Account Helpdesk shortly after signing your agreement to let us know that your personal circumstances had changed and made no mention whatsoever of the points raised in your review.
It’s clear that this change in your circumstances has triggered your review and whilst this is beyond our control we would like to help.
A member of my team has contacted you directly to assist.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus, a shared work space service has the worst sales and customer service system I ever expereinced! As a small business, they can easily drain your funds when they get you into a contract. With work from home and the new Google verification of your office, I decided to use them. I signed for Virtual Office for minimal charge and then enticed to a membership plan. The office I wanted to use was constantly unavailabe! Once you add your billing info and auto pay, you cannot cancel! Even if you are very unsatisfied with the service.
Deceitful billing. Unfortunately, as a small business, you are the best target! If there is a group who wants to file a class act against this company, I am in.
Hello Esperanza,
Your comments are heavy; we are sorry for your disappointment.
We work hard to ensure availability across all of our centres but many factors mean that these can sometimes be limited and we apologise for it.
We do understand that it can take time to set-up payments which is why we facilitate automated payments. You still have plenty of time prior to payment to query any concerns. Also, you can manage your services through your online account (myregus.com) so there should be no surprises.
Setting up a direct debit or credit card payment is extremely easy. You can log onto your online account and visit the Account/Billing and payments section to adjust your settings. You’ll still receive your invoices well before the payment date, giving you time to review them and if needed, seek clarification
Please email me at michelle.spire@regus.com with your company name and/or account reference so we can quickly assist.
Many thanks,
Michelle Spire
Assistant Global Customer Service at Regus
Absolutely disgusted at this business (REGUS). Booked a room, was very noisy and the catering was crap. But can overlook that. The issue here is that in order to book a room, I had to create a profile. This included loading Credit Card details. Two weeks after the booking, I reached out to Regus to ask for an invoice, as my credit card hadn't been charged, and I wanted to clear up my account. They sent me the details, and within half an hour I paid it. I removed my credit card details from the Regus account, as I dont like my credit card details sitting out on the internet. 3 days later, I receive an email saying it was my 'FINAL NOTICE' to pay. I emailed them, said I was upset because I had paid it 3 days earlier. They apologised, and said 'Sorry this was in error, your account is fine'. I received ANOTHER one 2 days after that, to which I ignored, thinking it was in error again. However this one was for an apparent 'Late Fee' of $75 that I now had to pay. I quickly emailed and said - ahhhh no, I had to chase YOU GUYS up to get the invoice and ask how to pay, in which I did promptly. They said, no you paid late so the late charge stands. Whilst spending a few days off work (not looking at emails), I came back to find my credit card had been CHARGED without my authorisation! I logged back into my Regus account, and what do I see? My credit card sitting back in there again. I am absolutely LIVID and am seeking help from our legal team. DO NOT USE REGUS.
Hello Steph,
We’re sorry for your disappointment. We work hard to ensure a smooth, enjoyable and high quality service in everything that we do.
We ask that customers enable and authorise automated payments when they use our services which means your card should have been charged after the booking was used; your comments are surprising.
I haven’t been able to identify your account. Could you please email me at lorraine.brule@regus.com with your company name and account reference (as displayed on your invoice) so we can review further?
I look forward to receiving more information from you.
Best,
Lorraine Brule
Global Customer Service at Regus
These people still ain't have my retainer yet my contract was up in June but the still sending invoices bout a restoration fee take it out my retainer and send my money
Hello Passion,
We’re sorry for the delay but the situation is not as you’ve claimed.
Your agreement ended on 31 May but you did not request your refund until late July. We require customers to request them for security reasons and then we will refund it within 30 days.
For some reason, you raised another request in August with different bank details which caused a delay but moreover, you’ve also not settled your final restoration costs. We provide our restoration service for all customers to save time and money, along with the frustration of dealing with multiple outside vendors such as IT & phone technicians.
When you moved into your office, we ensured it was all in working order and ready for use. We do the same with each customer and this service is part of your agreement.
A member of our team is in contact with you and will update you on the refund once you’ve settled your final invoice. Thank you for your cooperation.
Regards,
Lorraine Brule
Global Customer Service at Regus
We rented an office with Space Regus only for couple months, once we ended the contract with them, they charged us twice for restoration fees （they sent you the second resotration fee invoice one month later after you moved out, the second restoration fee is not described in the contract you singed and it charges even higher than the first restoration fee invoice). Even you dispute with them, they play around words and ignore your request because they think you won't hire the solicitor for this small amount of money. Also it takes us three months for receiving our retainer after we ended the contract. Avoid this office supplier at any cost.
Hi Alice,
I’m very sorry to hear of your disappointment. We provide our restoration service for all customers to save time and money, along with the frustration of dealing with multiple outside vendors such as IT & phone technicians. When you moved into your office, we ensured it was all in working order and ready for use. We do the same with each customer and this service is part of your agreement.
You received another invoice because additional repairs were needed that were above and beyond normal wear and tear. Contrary to your comment this is explained in your agreement. The reason it is charged a month after you move out is because that’s when we check the office.
Your account terminated on 31 May and the retainer is usually processed 30 days after the agreement has ended. The payment was scheduled to be processed on the 6 July payment run, however, the outstanding balance on your account at the time caused a delay.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Spaces
The North Charleston office in Charleston, South Carolina is horrible. The printer has not worked for well over a month, the front desk folks are rude to you and customers, management and IT customer service is horrible. IT will not assist with issues, however they are quick to try to upsell you on IT products that they can't even assist with getting working. This place is horrible, I see why they are being sued.
Hi Aksha,
I am sorry to hear of your dissatisfaction.
You requested an IT service in March and were informed that what you were requesting was an additional service which could be done but had an additional fee and you were asked if you would like to initiate this. You didn't respond to this until August and therefore the IT department did not initiate it prior to this date.
As you have an exceptionally-high level of guests, the local team asked you to create a sign so when they were assisting other customers around the centre, your visitors would be informed to wait in the reception area. They were not being rude but merely trying to maintain good customer service for other customers.
The printer has been out of order for several weeks and although we have put in a request directly with HP, their lack of parts is causing extensive delays to the repair. This is completely out of our control, but we would like to apologise for any inconvenience.
The local team are you key contacts for anything further you may need.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Once again they are greedy and i asked for help and they won't. Due to Regus I will loose everything.
Hi Robert,
I am sorry to hear of your dissatisfaction.
For security, the only people who have access to enter card details onto your online account are the admins for a company. There is no one other than you who has access to enter the card details and request the automated payment, so your claim that we used your Mastercard without your permission is inaccurate. You processed these details yourself on 19 July and this triggered an automated email to be sent which you can see in your online account by going to Account > Documents.
We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or downgrade agreements. We have offered to move you to an alternate office but you have declined. To come on to such a public forum stating we “lied” and are “greedy” just because we didn’t downgrade your agreement as you wanted is unfair.
Your centre team remain your key contacts here, please continue your discussions with them. Thank you.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
(If you have issues like hidden charges, unilateral change of contractual terms, and late return of deposits, please report to the UK Competition and Markets Authority citing reference CMA 2 3 0 4 1 2 - 1)
Do not trust Regus when they offer you quotes. In fact, save yourself and go to other providers. They do not honour those quotes and will try and gouge you by increasing the rent mid-way through your current.
This is coupled by getting you to give them banking authority to take as much as they like.
They also recently changed the rules to require you to give them that authority, failing which they will charge you an arbitrary "payment retainer" - they added this to the contract unilaterally after we signed a version that did not have that clause.
They also disregard their own rules saying annual indexation is 6.2%. In our case, they increased the rent by over 10% without notice mid-way through the contract.
As you can see in the photo, they don't tell you they will just change the rent midway when they lure you to click accept a price.
Hi John,
I am sorry to hear of your dissatisfaction.
Please be assured that the price increase was not arbitrary, but rather a necessary adjustment due to the increase in real estate costs, which is an integral part of our agreement. As you may be aware, this indexation is a standard practice in the industry to account for fluctuations in the market. It ensures that our pricing remains fair and consistent with the current market conditions and is part of the agreement you signed that you had read and agreed to. No other adjustments can be made.
A member of my team has been in touch to answer any further questions you may have.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Do not click auto-renewal in the mail because your agreement will overwrite the initial date and start immediately and will never end as stated as easy termination on the website. Too bad, one star is the rating, if there is a negative star, sure I will do it. Dirty business trick.
Hi Joseph, it is disappointing to see you post online although we have already assisted you on this extensively.
We take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront. Prior to any renewal, our customers receive courtesy email reminders. According to our history, you received these emails on 9 June 2023 with detailed information on prices, terms and the option of ending the agreement if you no longer require our services.
However, you accepted the renewal on 19 June 2023 for your new term starting 01 October 2023 to 31 March 2024. You ended your agreement online on 19 July 2023, so your current agreement will expire on 31 March 2024. It’s a formal business commitment.
If you need further support in this matter, please feel free to contact your centre team who remains your key contact here. We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
I did not step into the office, nor did I ever receive keys for it.
I was very ill and then suddenly once my health improved, I received an email that I owe $18K. The office was inquired about in July, it is now August. How could that even be possible? Just absolute scammers. I'll be sure to have them reported and get my own attorney to resolve this matter.
Hi, I’m sorry you felt the need to escalate this and I’m happy to hear that your health has improved.
To call us “scammers” without first giving us the chance to help you is just not fair.
Please understand that we would not send invoices unless our services have been used or an agreement signed.
As you posted this review with only initials and not your name I haven’t been able to identify your account.
Please email directly at michelle.spire@regus.com and I’ll be happy to investigate your specific case.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus stands as a shocking testament to how NOT to manage billing and customer service. Eager for a simple workspace solution, I began my journey with them by purchasing a lounge membership. Little did I know that this was my first step into a quagmire of incompetence.
Seeking an upgrade to a private office, I was astonishingly overcharged for four months of a service that was already included in the new package. In a bid to prevent more blunders, I removed my credit card from their system. Yet, the true debacle started when Regus took over three weeks to rectify this error. After several chasers on my end, their delay led to a late fee on my first private office invoice. How ironic.
Upon addressing this, I was met with a maze of contradictory emails. Their solution? Pay the unwarranted late fee first and then they'd "generously" credit it back. The time it took to get to this point? Another late penalty. This circus had dragged on for so long that I never even graced the threshold of the private office I was paying for.
Desperate, I reached out to their CEO, Mark Dixon. The outcome? A deafening silence. This entire fiasco underscores Regus's glaring absence of customer service and complete lack of accountability.
My advice is unambiguous: steer clear of Regus. They've mastered the art of complicating the uncomplicated, and you'd be better off seeking alternatives than getting ensnared in their web of ineptitude.
Hi Mike,
We’re sorry for your experience although we do not feel it’s been accurately retold.
You upgraded your Membership to an Office from 20 July 2023. As a result, we adjusted our billing (we bill our products monthly in advance, so credit notes and new invoices had to be raised).
Whilst we understand that these adjustments can be confusing, there was no billing mistake (we checked every single line of billing and sent you some explanations).
As your account balance hasn’t been cleared, a late payment fee was charged.
We’re already in contact with you directly and have offered our assistance to resolve your concerns. We hope to hear from you soon.
Thank you for your cooperation.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
I have an office on yonge street in Toronto and paid first and last now have to pay more money. And the front doors are locked at 3.30pm. All my packages are sent back. Business has failed before it starts. And now can't have a microwave in the office due to the building management. This was not told to me by the first guy in management. Poor Management. Want to cut my losses as they want more money. Just like an apartment you pay first and last not 4 months in advance. Was to be $644 now it's over $790 something is wrong.
My opinion wish i never came to toronto. Today now the 15th and just saw the management took out money from my Credit Card without my OK. This is called Fraud now.
Hi Robert,
I am sorry to hear of your dissatisfaction.
The centre does not close at 3:30pm; the main entrance is shut at 3:30pm but after this time there is a security guard available to let in guests and receive packages. All current customers are aware of this and it is explained to all new ones before an agreement is signed. I am sorry if you were unaware of it.
The local manager contacted you about the packages and has requested information regarding the delivery company who signed for the package, and any confirmations you received from the mail carrier. If you haven’t already done so, please do reply so he can investigate.
Microwaves are not permitted in this location for health and safety and smell reasons.
This is not a residential building and does not work as such. We invoice a month in advance and not “first and last”. You signed an agreement for $644.34 per month before tax which is $728.10 after tax. This is specified on your invoices.
You have been invoiced the retainer, the activation fee and the office from 1 August to 30 September (not “4 months in advance”).
The local manager has already been in touch and is happy to answer any further questions you have.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I cancelled my first short contract about 8 months ago, my second contract some 4-5 months ago and am still waiting for both deposits. I terminated in the application, later again by directly contacting the staff at their office in Hanoi... Nothing! I don't see why it has to take a month (according to their contract) to reimburse the deposit, let alone several months! Any respectable company does that in two weeks tops. Give me my money back Regus!
Hi Bob,
I’m sorry for your dissatisfaction.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
Our customers are advised to request their retainer when they end their agreement online. The retainer then will be processed to their bank account 30 days after the end date.
Upon checking, you have requested the retainer for your first account 3 months after the end date and you provided local bank details under the international bank account option. A sort code is required for us to process the refund to your local Vietnam bank account, but it was missing from the bank details you provided. This has caused a delay in processing your refund. The sort code has been updated now and we are working on processing your refund on priority. Once we process your refund you will receive a correspondence letting you know that the payment was processed successfully.
You requested the retainer for your second account on 11 July 2023 which is 2 months after the end date. This retainer will be processed 30 days after the request date as stated in your agreement terms.
Should you require further help in this matter, please respond to my team member who is in touch with you.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
I wish I could give zero stars. I rented office space from this company and it was the worst experience ever. Surprise charges to your account, very questionable business practices and high turnover, so you never get used to their staff. STAY AWAY!
Hi Tappichar,
I’m sorry to hear of your dissatisfaction.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide you with 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.
Unfortunately, they’ve not been able to identify you and believe your concerns ae not related to this location.
Your satisfaction is very important to us. Could you please email me at lorraine.brule@regus.com with your company details so I can better assist you? There shouldn’t be any “surprise charges” to your account and I’d really like to clarify that with you and correct if needed.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
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Regus offer serviced office space, virtual offices, co-working spaces, and meeting rooms in centers across the world. Get A Quote.
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Hello Anthony,
We understand how important your return of retainer is and our standard timeline has not been met on this occasion. For this, we deeply apologise.
I couldn’t see your email address or Spaces account reference in your message. Please could you send those details to me at lorraine.brule@spacesworks.com so I can support you?
All the best,
Lorraine Brule
Global Customer Service at Spaces