In April of 2021, I tried to set up a virtual office with Regus. However when I went to check out online, their web site went blank. I didn't know if the transaction actually went through. I checked my email and didn't see any confirmation emails from Regus. So I assumed the purchase transaction failed and chose a different vendor.
I contacted Regus immediately to explain the situation and cancel my service. However they denied my request, insisting that I had to pay for another month of service. They denied any responsibility for their system malfunction. They provided zero services to me but claimed their actions were justified because I had allegedly signed a business contract.
Without further options, I contacted my credit card company and they put a stop on the payment. Since then, they've continuously sent me harassing emails, threaten me with debt collection, and even a lawsuit.
I'm renting a small office of 8 square meters on a monthly basis and at the end of my engagement they sent me an invoice of $414 for service/cleaning costs (while the contract stipulated $4 per square meter). It looks like extortion. And if they do not correct this cost I will file a complaint and I intend to bring together all those who are victims like me for a collective complaint.
Hi Ibrahima, thanks for sharing your concerns.
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 use and we need to return the space to its original state when you leave. This service is part of your agreement.
In Canada the service is calculated at $4 per square foot and not per square meter. This is clearly stated in your agreement. Your office is 90 square feet and the charge is correct. It is certainly not “extortion”.
You have already been in contact with your Community team and I’d like to extend a full apology if this wasn’t clearly explained to you. A member of the customer service team has also contacted you to further clarify the service to you.
Regards,
Lorraine Brule
Global Customer Service at Regus
We were using Regus to receive our business mail. When I tried to cancel November of 2021 for the renewal in February 2022, I discovered that I was a couple weeks past the October deadline to cancel. All of my appeals to let us cancel a service we no longer needed were denied. We have paid over $1000 for nothing. I am now trying to cancel by the end of October before it renews again for another year and have been unable to get it done. Their customer service is sending me around in circles and I have wasted an unbelievable amount of time on this. I would not recommend this company to anyone!
Hi Ellen,
I’m sorry you had this experience.
All our agreements end when due, in line with their notice period and you need to confirm it online.
I would like to confirm that this issue is resolved now as communicated to you by one of our team members.
Thank you for your comments which help us improve. We appreciate your business.
Best,
Michelle Spire
Assistant 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
The Regus King's location was without Internet for 10 days straight. Reason was apparently the router which had to be replaced multiple times. Internet came on for seven days and now it's been out for another six. No communication from head office or upper management whatsoever. Front receptionist was left to take the brunt of the upset clients.
Hi Sony,
I’m sorry to hear about 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.
We know that your IT setup is key to your business, and we’ll ensure any technical issue is fixed as a matter of urgency.
I’d love to further help you but you’ve posted anonymously, which stops me from being able to contact you.
Please can you email me at Lorraine.Brule@regus.com with more details, such as your company name and/or account number? This information is available on your invoices.
Once further information is received, I shall immediately ensure your concerns raised are addressed as a priority.
Best regards,
Lorraine Brule
Global Customer Service at Regus
At the time of registration there were duplicate accounts opened. My card was charged four times in a matter of days. After the run around I had to go to the office to resolve the issue. The associate was kind and helped to clear things up and remove the duplicate account. However, the credit was never applied, and now I am getting late charges for the past two months. Oh, and the account that was supposedly "closed", I am now receiving calls from a collection agency in the amount of $1100. Run for the hills.
Hi MJ,
Thanks for letting us know about this.
We’re sorry you had this experience and would love to help. However, we haven’t been able to identify your account with the information you provided.
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
"I made it clear to the salesperson that I needed an agreement with signatures from both parties to present to investors for my business. I was told that after I signed it, they would also sign it and send me a copy. However, I never received the signed copy, and instead, they sent me a bill for $650, including various unexpected charges, despite the agreed-upon price for the space being only $275.
Hi Tina,
I’m sorry you felt the need to escalate this.
Let me assure you there is nothing untoward going on here and it’s unfair of you to call us these names.
Our online service agreements cannot be countersigned, and our signature is not necessary for it to be valid; we’re sorry if there was any confusion surrounding this.
I have looked at your billing concerns and the charges are correct and in line with your agreement.
A member of my team has contacted you directly to assist and you are free to contact me directly at michelle.spire@regus.com if you need further support.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Avoid doing business w/them unless you have a legal team to prevent your agreement from auto-renewing for another year. And there is no decision-maker to resolve your issues. It's like entering a maze with no exits.
Hi Steve,
I appreciate you are frustrated but we are not an “intentionally deceptive company”.
If you want to prevent your agreement from auto-renewing, you can do that through the courtesy reminder emails that we send, and/or directly through your online account; the process is easy.
Our team are always available to support our customers with payment, billing and account-related questions. This allows Centre Teams to focus on your well-being and ensures you get the most of your workspace as well as your community.
I can have somebody help you but I cannot identify your account. Please contact me directly at lorraine.brule@regus.com and I will ensure this is addressed.
All the best,
Lorraine Brule
Global Customer Service at Regus
Avoid this horrendous organization!
They do not know business
I spent hours on my bill with billing and they never listened to one thing. My bill has so many errors it's terrible just terrible. Look elsewhere
They made a mistake in registering two accounts in my name in early December and charged me double (2 months pre-pay plus 1. Months commission: this was two charges of 17,000czk.)
They were to refund the 17,000 overcharge 3 weeks ago, and despite a couple of reminders I have not received any of it.
Avoid Regus. Their customer service is very poor, they fail to respond to calls and emails. There are many hidden miscellaneous charges, for example restoration fees, which are not in the agreement. They hold a security deposit for months after the customer moves out.
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!
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
I am so happy that I read these reviews before committing myself. I already had horrible experience trying to get the service. The associates I spoke with keep playing games and no one is able to put me through at the Colonnade Blvd San Antonio. I had to call their headquarters and after the associate explained how the project works, I asked him to sent me an email or contract where I can read the rules and know what I am paying for before I sign. Till now no email. The manager or sales person attached to me has no time for me. She is either busy with clients, or out of office. I went in person to see the beautiful offices but she is not calling or replying to emails for follow ups. These are all red flags. I will look for office space in another platform where I will be respected and treated like a full person. It was a nightmarish experience for me.
You'd never have imagined a business could have been this disorganized, petty and non responsive to customer service or needs. You are the last people this company cares for. They care about money and themselves. You are there just to help them make more money. Don't complain and keep paying...
They actually shut down a location in Chicago and gave everyone 2 days notice to move to one of their other locations. But one week passed without update about a new location, and then an email came that the contract was cancelled retroactively. When I called the number to sort things out, the number was disconnected. I called their 1-800 number and someone overseas took my message. Wow
Hi Jane,
We apologise for any inconvenience you’ve experienced following the closure of the Regus centre in Chicago.
A centre closure can be a frustrating experience for customers and it’s something we try to avoid wherever possible.
We understand that you'd have appreciated greater notice. Unfortunately, on this occasion we were unable to provide it and for this we apologise. On processing the end of the agreement in 55 E. Monroe, it triggered an automatic email but the team is currently setting you up in a new centre and our local team-lead will be in touch with you shortly.
Whilst moving is not something you were planning on doing, we often find that leveraging the vast amount of workspace that we manage in Illinois can help us locate an even better workplace for your needs.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Absolutely disgusting company to work with. We will never rent an office space from them again. All they care about is taking as much money from you as possible. We left our private office two months ago. We professionally cleaned our room and carpet to only firstly get charged a £250 restoration fee and then £1000 two months later to replace the carpet even though we were told everything was fine in the room. The carpet was in perfect condition. All this company wants to do is take as much money from you as possible. I will be advising everyone I know to never rent from them. We will not be paying this invoice.
Hi Chesney, thanks for sharing your concerns.
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. This service is part of your agreement.
On behalf of your Community team, I’d like to extend a full apology if this wasn’t explained to you.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you.
Please email me at Lorraine.Brule@regus.com with your company name and details.
Thank you again for taking the time to provide feedback.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
I regret I didn't see the comments here before I signed up. Avoid them if you can. 1) advanced charge; 2) fixed term (on their website, it says you can cancel with 1 month advanced notice; 3) deposit return is 30 days after the end date.
Once you make an agreement, it is nearly impossible to move on. No cancellation options, even when you sign up for a couple of months, they continue to auto renew for years, and charge card. They auto renew for a full year 3 months before your current agreement is completed, so if you dont catch it in time you are locked in for another full year. I submitted my request for termination 52 days before my next contract was set to start. I was told to bad pay for the year. This was suppose to be a short term solution.
I ended my lease for office space in 11/2020. It is now April 9st, 2020 and I still have-nots received my retainer deposit of over $2200. They have the absolute worst customer service I have ever experienced. I called literally 30 times without resolution. Every time I call, I receive a different excuse of why I have not received my retainer deposit. It took 22 calls just to speak to a manager. The manager claims Regus doesn't have the ability to cut a physical paper check and the only way I can receive refund is via a bank transfer. I bank at a major bank (Chase) and have verified the correct domestic incoming wire transfer 4 times and Regus still says it isn't correct. There is no excuse to explain this run around other than unethical business tactics to avoid refunding my deposit per the contract. I have reported this company to the Better Business Bureau\
What can I say, it has been a horrible experience for a year, beginning with double billing, then the absolute impossibility to change the billing email address.
The icing on the cake is the 300% rent increase after one year from $890 to $2113, which of course we declined YET, they auto-renewed the lease, charged my credit card on file $4,226 (2 months so far), blocked me from removing my card, refused to talk to me except through a call answering center to "open a ticket".
REGUS is a scam and a bunch of hucksters, they sell you one thing and then deliver another. The old joke, "then you were a prospect, now you're a customer"
Avoid Regus at all costs, they will take advantage of you, no matter how savvy you think you are.
Hello John,
I apologise if you are not completely satisfied with the service.
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. These emails detail information on prices, terms and the option of ending the agreement if you no longer require our services. Once your agreement with us has been renewed, we’ll confirm it via email. You can check these emails in the Account > Documents section of your online account. If no action is taken within the notice period, all accounts automatically renew in order to ensure a smooth transition and to avoid any possible interruption of services.
You can log a case in the MyRegus portal under the HELP section for any questions you may have or, alternatively, all centres have friendly and helpful staff with whom you can address any concerns if you require a more immediate answer or personal attention.
We have requested your details a couple of times in order for us to try to help. I am sorry if you felt you had to raise this again on such a public platform but we would like to request once more that you provide us with the details of your account so that we can investigate and fix any issues with the billing. We feel it is unfair for someone to complain so publicly stating that it is a “scam” and that we are a “bunch of hucksters” without giving us the opportunity to look into your complaints when we pride ourselves on our excellent customer service. Could you please email me at michelle.spire@iwgplc.com with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns and I will be happy to look into anything outstanding. I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Overview
Regus has a rating of 1.1 stars from 354 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Regus most frequently mention customer service, credit card and office space. Regus ranks 6th among Coworking Space sites.
- Visit Website
- Chertsey, SRY, United Kingdom
- Edit business info
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Similar businesses you may also like
See more Coworking Space Businesses- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Hongxu,
I understand that you’re disappointed.
We have received good reviews about our website and online app which allows our customers to purchase our products and access their accounts on the go. It is unfortunate to hear that you’ve encountered a system error on our website during the purchase of the agreement. However, we have confirmed your virtual office agreement and initial payments via the purchase confirmation and payment notification emails. These emails were sent to the email address you registered with us on the same day you signed the agreement.
An agreement is a formal business commitment; it should be honored and ended online according to its notice period.
Chargeback invoices were billed to you due to the cancellation of valid initial payments from your end. Since you have not made the payment for these invoices, you are being charged late payment fees and your account was handed over to our debt collection team.
We would like to confirm that your concern is since been resolved as per the details shared with you. We apologize for any inconvenience caused.
If you need further support, please feel free to contact our team member who is in touch with you.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus