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!
This company has hidden fees and double charges you with consent. Horrible customer service and very dishonest. Will make everything excuse not to refund and steal your money. They still owe me money they stoled from charging my card without consent. I had to cancel within 24 hours of signing up and they refused to refund me. They just keep repeating the same, it's a contract. They don't care about you or customer service. They only care is about ripping you off. It's makes sense why they have such a bad review rating.
The move-in has been a nightmare with the director in charge of new clients. I asked all kinds of questions to explore what services they provided, what the noise was like between offices, and what furniture was available. The director has only ever responded half sentences from a smartphone and barely addressed my questions. I was pushed to order furniture without having seen it in person and prior to the move-in date, which meant that when the furniture arrived and I realized it was insufficient, I tried to remedy it by requesting more bookshelves. I was told that there was only one single opportunity to order furniture and that I couldn't order more, ever. The offices walls are so thin, I can hear my neighbours breathing. Invest in a good white noise machine! There is no one to go to for help beyond this nightmare staff person who really hates her career.
Hi Annabree, thanks for letting us know about this. We’re sorry you had this experience and would love to help.
Please email me Sandra.melody@regus.com with your company name or account reference. You can find this information on your invoices.
Warmly,
Sandra Melody
Head of Customer Services
This is the worst company I have ever dealt with, they prioritise scamming and lying to their customers over looking after them!
I had a short 6 week contract with them, I didn't receive internet until 3 weeks in, then while trying to arrange some kind of discount they started piling up late payment charges.
Once I was out it took a lot of phone calls to get the extra charges credited.
My main issue is they lied to get me in the space, I asked the salesman if there would be any additional charges and he said no knowing that I would not take the space if he told me about the extra restoration fee.
I am now being asked to pay £108 on top of the £500 rent for nothing as I cleaned the space and I was there for such a short time.
So not only have I paid full price for partial service but have to pay extra! Thanks very much Regus!
Anyone who wants to join a class action law suit against regus please email me *******@gmail.com. We should file a complaint with the better business bureau. Call consumer affairs and you can be added to the class action suit. Lets take these scum bag rip offs down!
Hi Starletta,
We acknowledge receipt of your complaint and are sorry to hear of your dissatisfaction.
Regus takes customer service extremely seriously and we’re committed to resolving this matter promptly.
Having checked your records, I can see that quite a few invoices are pending payment. As a result, your account 11593636 has been transferred to our collectors.
I’m sorry if this came as a surprise. We take all possible steps to ensure payments are made on time; this includes courtesy emails and several contacts from our internal Collection team.
If for some reason you didn’t receive these emails or calls, then we apologise. This could be due to your account details needing to be updated. Please log on to www.MyRegus.com and check that your phone number and email address are correct. It is also worth checking that our emails are not landing in your Spam folder.
Once online, please also check your Account > Billing and payments section so you can process the necessary payments, where invoices are marked “Unpaid”.
If you have any additional information to share, please do not hesitate to contact me directly at sandra.melody@regus.com.
Thank you,
Sandra Melody
Head of Customer Service
I wish I could give this company a 0. Please reconsider before you enter into a contract with this company. As soon as they charged my account I called customer service to get clarification about services. I asked to cancel within hours when I could not figure out what I was being charged for. I sent 4 messages on their website and 4-5 emails. I got automated responses but nothing else. The customer service rep basically said that I have to pay for the next 6 months - for services that I will never use. I ended up filing a claim with my credit card company. Their customer service is really horrible. I may file a complaint with the BBB too.
Hi Emily,
At Regus we work hard to ensure full transparency in everything that we do.
The monthly charges you can see on your invoice are made up of an advance rent payment plus a payment for services in arrears.
Since you started your agreement this month, you received an invoice covering your August service fee + the retainer, and a second invoice covering your September service fee.
All your invoices are available in your online account (Account section) i. E., myregus.com.
Invoices are payable upon receipt but no later than the 15th day of each month.
Your next invoice, covering October service fee, will be issued on August 31.
I hope this helps. Please do not hesitate to contact your Community team for any questions. They’re there to help you. Alternatively, you may contact me at sandra.melody@regus.com if you need further assistance.
Best regards,
Sandra Melody
Head of Customer Services
NB: Did you know that you can also check your agreement, meeting room bookings and other services through your online account? Simply go to www.regus.com and log into your account. From there you can also check payments and download your invoices, which include a summary of the net balance on your account.
As the UK battles to contain the coronavirus outbreak global office space provider Regus continues to chase and charge clients for full rates, and has refused requests to terminate or suspend contracts. Their business is filled with greed and have no transparency.
They have offered no reassurance that rent breaks will be considered. It is also worrying that, despite government advice and requests, their offices remain open and [their own] staff have to work
Hi,
I am sorry to hear of your disappointment.
As the world’s largest provider of flexible workspaces and flexible working solutions, we are acutely aware of how challenging this crisis continues to be for people and businesses and we want to help.
We are working hard to support our customers so they can continue to run their companies as effectively as possible.
Our customer services team is on hand to help where we can if any business is facing financial difficulties.
Please note that we are not a landlord and have many fixed costs to pay, including telephony, internet, rent, council tax and service charges, and we are not receiving relief for any of these.
As we are still required to maintain a high level of support to several thousands of customers around the world relying on our services, both now and after the crisis subsides, we are working hard to safeguard our many employees and to fulfil our own obligations to our landlords.
All our locations have remained open since the start of the outbreak and all services have been, and continue to be, available to customers.
We have been following Government guidelines to keep our centres safe and secure to both our customers and staff.
I hope that this answers you concerns. If you have any other questions, please don’t hesitate to contact me at sandra.melody@regus.com with your company name and account number. Together we can look at the alternatives we have to help your business.
Thank you,
Sandra Melody
Head of Customer Services
I read of poor customer service and fraudulent behavior and I confirm this to be true. I purchased a virtual address and found out from an attorney that there are concerns regarding fraudulence. I immediately attempted to cancel within the hour. Two hours later, I have been given the run around with no refund.
I had a contract with Spaces, a Regus company, for open office space in New York City. When Covid hit in mid March 2020, not only was I ordered by the government not to go outside if non essential, but there were no employees at the locations in my area making it impossible to get into the offices. This small detail, however, did not stop Regus from billing me. I tried to cancel many times but emails and phone calls were never returned, and the app makes it near impossible to cancel. I finally did cancel and disputed with my credit card company the charges for services that were never rendered, and they complied. Regus has put my account with collections and they refuse to discuss anything but payment of the amount due, about 4 months total. Are they trying to fail?
Just terrible management at Regus. Absolute disregard for tenants. The site staff try, but their hands are tied by the insensitive and blind executives that run the management team. Building issues almost daily, with zero empathy for the tenants of their spaces. We continue to pay every cent owing, but are delivered sub-par for what we are paying for.
Hi Josh,
I understand that you’re disappointed, and I’d like to help. At Spaces, the maintenance of our facilities is very important and we can assure you of our highest standards. Our customers’ satisfaction is our priority. 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 Spaces. I have immediately escalated your comments to the relevant teams and it has been confirmed that the issues have been resolved.
You are also welcome to discuss these situations directly with the line manager of your local community team, who is in touch with you.
Thank you for your comments, which help us improve. We appreciate your business.
Regards,
Lorraine Brule
Global Customer Service at Spaces
Did not use the office space from start of pandemic and missed the auto renew email. Tried to cancel 1 moth prior to the actual term renewing. Sorry can't cancel and sorry can't speak with a manager so you pay additional 13 months. Have a nice day. So total 19 months payments for nothing, like who wants to work in shared/common working spaces with Covid?
Regus offers flexible, high-quality and relatively inexpensive office space. I highly recommend Regus for your professional work. The offices are comfortable, The office staff are accommodating, always reaching out to help us out. I have had no regrets having my office here and am committed to staying with them.
We have sadly been with Regus since 2013. We are a seasonal business and up until this year it worked for us. They are requiring a TWO month retainer, which is almost $4000! Yes, we do get it back, however for a small business this is substantial amount. We have never had a late payment in the 7 years we have been there, which accounts for nothing. The part that upsets me, is that we signed a contract for what we were to pay. After several attempts back and forth- the contract doesn't stand and they are going to deduct a higher amount. Why have me sign a contract if you aren't going to keep your word? Thanks for your services, we will make sure we don't recommend you and take our business else where. Note- they are similar to Spirit Airlines.
I have contacted Regus 6 times for charging late fees on my account for a system glitch they caused, removing my credit card payment information. I have no other choice but to have my solicitor file a lawsuit, After consulting with her, she learned they have other legal issues as well.
Hi Vira,
We are sorry to hear your dissatisfaction.
As the world’s largest flexible workspace service provider, we are always upgrading our services and systems to serve our customers better.
We made some changes to our payment system to further increase the security of processing debit/credit card payments for our customer’s accounts. We have sent notifications about this to all our customers and informed them that they must register their cards again. These notifications were sent on 23 and 30 June 2023 to the email address you registered with us.
Since the payment card was not registered again, your invoices remained unpaid and valid late payment fees were charged.
We greatly value your business and want to maintain a positive working relationship with you. However, the current payment situation needs to be resolved. Please register your payment card again in your online account (myregus.com) and proceed to pay the outstanding balance.
Should you require further assistance in this matter, please contact our team member who is in touch with you.
Thank you,
Lorraine Brule
Global Customer Service at Regus
This company is definitely the worst company I had dealt with. They keep your security deposit and even charge you fee for keeping the security deposit. We emailed their help desk more than 10 times for the refund of our security deposit. Not helpful at all. This is definitely a company which steals money from the customers. I would suggest to stay away from this company.
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
Use to have an office in Toronto but due to them asking more money and they lied to me about everything I left and now homeless and lost my business. They are still trying to use my credit card. I also filed a police report against them for doing that without my permission. Hope someone files a lawsuit against them. I have left Ontario and back in the UK.
Hi,
We’re sorry you had this experience and would love to help.
Transparency is paramount to us; the details of each charge are clarified in the agreement, and we bill our customers according to it.
Our agreements end according to their end date. The invoices will be billed till then and they’re payable. If the customers have registered for automated payments such as direct debit or credit card, the payments for the invoices will be deducted automatically from their bank account or payment cards.
I would like to assist you in resolving this matter, but you have posted anonymously. Please email me at lorraine.brule@regus.com with your company name and/or account reference so we can quickly assist further.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Stay away from this company. I would give 0 star if I can. I rented from Spaces/ Regus for about a week in June, 2023 and terminated in the beginning of July due to the fact that they charged me some unknown fees I was not comfortable with. I already paid for the month of June and also July. I received a surprising outstanding balance of $294 which was the unknown balance and accumulation of late fees. Horrible! Please stay away from this scammer!
Hi, I’m sorry you feel this way.
Your fees our outlined in your agreement and any optional services are charged as extra.
Should you wish to query any of the charges you receive you are able to ask your centre team who will be more than happy to help or raise a query to our Account Helpdesk through the ‘Help’ section of your online account (Myregus.com).
I haven’t been able to identify your account but will gladly investigate any concerns you have.
Please email at michelle.spire@regus.com with your Regus account details so that I can assist.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
This is by far the worst company I've done business with ever. They continuously charge for items over and over again. They never apologize for any mishaps. They never inform you of billing changes or remove over charges. You have to prove anything you share with them that is negative. After you prove your case, they come back with their version of the story and with no apology what so ever.
I will never return to this unprofessional, rude, ignorant, untrained organization again.
Stay far far far away...
Regus made material misrepresentations to me when I moved into one of their offices. They also did an illegal money grab during the COVID-19. They lied to me and purposely wasted my time at a time when it was most critical. They have zero ethics. They should be a class action suit against them for what they did during the Corona virus.
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.
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- Chertsey, SRY, United Kingdom
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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