Regus
Reviews and Complaints

KAK Vanpool Services LLC is a veteran owned company in Hawaii, ownership is shared by one active duty member of the Army and one retired veteran. Employees are 70% military so to say we take ethics very highly would be an understatement. We have been customers of Regus for almost two years which has been a really eye opening experience. Below are some pivotal highlights we have recorded with email snapshots for attachments if required.

- Our company first utilized a shared office space, the business we shared with, the owner slept in the office every night. This became an automatic security issue which we informed the manager, this issue recurred twice which at the time we should of cancelled then.

- We then decided to get our own office we were told there were no upfront costs, a month later we received a bill for almost $21,000.00. As a small business can you imagine being blindsided with a bill that large. When we reported the issue the building manager said it was in the contract we have yet to find it but still honored the payment.

- Most recently our company has come under some financial hardships due to some expansion requirements. Based on the clause we can't downgrade and can't afford to upgrade to a larger space with Regus. Manager told us if we terminate we will pay every month of the contract. This is the first time I have ever heard a clause like, no penalty fee just add more debt to a small veteran owned business.

My assumption of Regus, was it created an opportunity for small businesses to have access to commercial spaces and minimize overhead costs. I am getting the impression this is far from it, at some point an ethical stance must be taken.

I really wouldn't wish the Spaces cancellation experience on my worst enemy, it's wasted days of my time, and his given me many sleepless nights. Not only does Spaces/IWG/Regus make it truly impossible to end their service, they bombard you with random charges months after your contract is over.

For example, I cancelled in early April, which of course means that I had to pay for the entirety of May as well. I won't even get in to that, because the real pain actually came this week (On Saturday, October 1st), when I received another invoice [protected]) for an entire month's worth of Spaces service, labelled "Administration Fee." Conveniently, Spaces actually created this invoice last month, but didn't send it to me until October 1st so that they could also charge me a $38 late fee. This is despite the fact that I have an email from Joanna G. From IWG (4 months ago, on June 15th) stating that after I paid my final month's rent, my account would end in good standing. I have no idea how that statement could possibly leave any room for interpretation or extra charges. The only thing I can think of is that they're charging me for credit disputes I did when Spaces somehow found a credit card I had never given them (possibly Visa updater) and charged it without my permission.

Despite this, I now have an over $300 bill that I can't dispute because the Spaces help center/customer service truly DOES NOT EXIST. I have never been able to speak to a human being on the phone since I've had billing problems with Spaces, the phone line doesn't even have time estimates, a working call-back feature, or hold music. The help center on the website is even worse - consider yourself lucky if you get an email from someone overseas saying "we'll look into it one day". The most crushing part of this is that Spaces has the power to send this bill (or any bills that they want to charge me in the future) to collections or a law firm and affect my ability to rent or buy housing. LEARN FROM ME - THIS IS A RISK YOU SHOULD CONSIDER BEFORE DOING BUSINESS WITH SPACES, IWG, OR REGUS.

I run a small business, so I have no idea how to budget for the upcoming months because Spaces can randomly charge me for anything they want. I don't want to pay this bill to make it go away, because it will signal to Spaces that they can charge me whatever they want whenever they want. I have no idea when it will stop or how to fight back, since I can't contact anyone that works there at all. I'm losing a lot of sleep over it, and honestly have no idea how to get this nightmare to stop. IF YOU'RE READING THIS AS A POTENTIAL CUSTOMER, DO NOT IGNORE THIS POST OR THINK THAT THIS WON'T HAPPEN TO YOU. If you're reading this as a Spaces/IWG/Regus employee, please take a moment to remind yourself that there are actual human beings with emotions and mouths to feed and rents to pay on the other side of these invoices.

We recently moved into an office in the London Paddington Regus and have been without lights for 6 of 7 weeks since we moved in. Air con has also broken and our access passes work intermittently. We have contacted the local team and the wider London Regus facilities team and have been almost entirely ignored despite the fact that Regus have not provided the 'safe, convenient working environment' they pride themselves on. I would not recommend using Regus as they seem to be entirely unable to fulfil their own remit and charge a great deal of money for the privilege of a malfunctioning office. We were looking to open a second office in London and also offices in 3 other countries, but this is now unlikely. Some snags are to be expected but this level of inefficiency and lack of communication is beyond unacceptable and is extremely disappointing.

I am writing for Regus Hyderabad SLN Terminus Offices, India

At the time of sign up we were promised 24/7 access and support but it has become very frequent now to shut all the facilities even on general Holidays in addition to Saturday and Sunday.

Saturday and Sunday we can understand but working on general Holiday is our choice and we should have access to the services we have signed up for not mere access to office without any facilities like AC, internet etc.

I expect some concrete action on this as this is against the Regus ethos of 24/7 access and support.

this email was sent to them 03 Oct 2022

Make sure you correct you records. We left your organisation a long time ago and SENT YOUR COMPANY TERMINATION NOTICE many MONTHS ago

I will sue your company for distress and report your business to offices of fair trading within 14days if YOU DO NOT CORRECT YOUR RECORDS

You cant be stealing from people think you can get away with it

Attached is notice that I sent to your company with dates. Your company owes me money for days I did not use. I have now attached final notice sent to your company on

Thursday, 9 June 2022 at 13:21

From: Ayotunde Osula

To: "Sunderland.[protected]@regus.com"

Date: Thursday, 9 June 2022 at 13:21

Subject: Re: Final Notice

Dear Team

We hope you are keeping well.

Please note we wish to terminate our tenancy agreement with immediate effect. We hereby give you one months notice so you can return our deposit

Regards

Ayo Ogunrinde

From: FC Admin

Date: Friday, 29 July 2022 at 08:34

To: Debt Collection EMEA

Subject: Re: TA-Urgent Request for Payment of Overdue Account

Good day

This has been sent since June

Please refund all our deposit

Regards

Ayo

I have received an email from Regus Downtown Dubai Boulevard Tower 1 community associate (Marijoy) today about my locker rental. She mentioned that, they don't want to renew my locker rental, because they will use my locker as a storage for pantry supplies.

how professional is that?

in such prime location, how come staff can behave such unprofessional?

this is how you providing service ?

Hi,

I am following up yet again because we still have not had our answering service set up, as promised 8 days ago by Erica Ledesma.

On 8/28 we created account [protected]. We paid for September on that day.

On 8/28 we received an email stating that "One of our team members will be in touch shortly to complete your purchase, set up your services, and answer any questions you may have."​ No one ever reached out.

On 9/1 I replied to this email stating that no one had reached out and we would like to have our services set up and can someone please call me today. No response.

On 9/1 I sent a customer service inquiry again asking for someone to contact me to get our services set up as I was not sure how to get in touch with someone who could help me, this was case number C-8342623-B6Q3.

On 9/5 I received a reply from customer service with Austin Barton Springs office CC'd stating that someone from Regus would be contacting me soon. No one ever reached out.

​On 9/12 I sent in yet another customer service inquiry, case number C-8402624-M1G0 .

On 9/13 I called the Austin Barton Springs office and spoke to Daniel Fuentes. I told him my trouble in getting assistance with getting our services set up and he assured me if I sent an email with my account information, telephone numbers I would like to be forwarded in the phone answering service, and script I would like to be said when someone called. I sent this info over and said at the very end of the email, "if there is any more information you need from us please let us know. " No response.

On 9/16 I sent a follow up email asking for an update because I hadn't heard back from Daniel, his response was "Yes I am currently working on both at the moment I have been preoccupied sorry for the delay."

On 9/16 customer service reached out to me to tell me they had CC'd the Austin Barton Springs office again on my inquiry and that they would be able to help me.

On 9/16 Erica Ledesma reached out to me and said she would help me with my request and asked for a phone call. We had a phone call later that afternoon and she told me things I did not know since we had never spoken to one single person from Regus. I was told I and Danyul needed to verify our identities and also pay our unpaid invoice for her to continue setting up our services, she apologized for the lack of communication and said she would help me. I told her I would have everything taken care of by the beginning of the next week.

On 9/18 I sent an email to Erica letting her know I was verifying my identity on Monday in Denver and Danyul was going in Melbourne. I also paid the overdue invoice.

On 9/19 I went into the Regus Broadway office in Denver, CO and verified my ID.

On 9/20 Danyul went into a Melbourne office and verified his ID.

On 9/20 Erica said she had received everything she needed and asked if I wanted mail forwarding services and to set up the phone number. I gave her all the applicable info to get this set up. She also asked which phone numbers went to which names on the account. I verified the info but still did not receive a confirmation of the phone service being set up.

On 9/21 Lenore Callahan sent an email asking about phone number verification. Erica replied that there was confusion about a different account under the same name and Lenore clarified.

-Erica stated that our account was good to go.

-Lenore asked for a credit since we had paid for September and October and had not been able to utilize any of the services as part of the agreement because were did not have anyone from Regus help us until over 2 weeks into our contract.

-Erica replied there could be no credit because the contract had been signed.

-I replied back lightly detailing our trouble in having anyone help us or even get back to us after multiple attempts since the time our contract began.

On 9/22 Erica called me and I missed it.

On 9/26 I call and left a voicemail.

On 9/27 I sent an email to Erica letting her know I had called her back and to call me back at her earliest convenience.

On 9/27 Erica called me and could not even remember what she had originally called me about. I reminded her and from here the conversation went downhill. She proceeded to talk over me in a flustered tone when I told her the issues we were having. She brought up the two different accounts issue and I told her that while I understand it was confusing, no one ever reached out to help us with our services for EITHER ACCOUNT. The point is, 4 weeks into our agreement, we STILL do not have our phone service set up. I mentioned to her that we had done everything that was required of us and we had still not heard back from her on getting our phone service set up. Again she did not even remember what she was supposed to be helping us with and I told her if she looks back at the email all of the info is there to answer her questions and get us set up. She abruptly replied that she would reply back to our email and quickly ended the call.

Today is 9/29 and I still have not received an email from Erica nor have our services been set up. We would like to get out phone number set up IMMEDIATELY and we would also like to speak to someone about getting a credit for the first month since we have literally tried for 33 days to utilize the services we had already paid for. This is a breach of our contract and therefore we would like a credit and also to get our services going for the next month, October, that we have already paid for. We were confident in choosing Regus as our virtual office provider and all we are asking for is a little bit of customer service and professionalism. We have tried diligently and provided all that we needed to so will someone please help us? I have documented and outlined everything as to be transparent.

Please feel free to reach out to me if you need any further clarification. Thank you for your time and I hope this gets handled swiftly.

Best,

Pamela Robinson

I was a assured by an account manager that I would not be charged for an additional month, I was unable to email my notice in time due to ill health .

I posted my complaint here and was told the additional months fees would be removed what was conveniently not revealed that I would get a refund for the additional month in the form of a credit note

I am livid, i was told that nothing was untoward with Regus business practices-deception , lack of transparency is bad practice

I will never ever have anything to do with Regus and I want my months credit refunded as cash and the cleaning fee of £112 which “oops was not revealed”

Such a bad bad business model

Spray and prey , reel them in , fleece them then hope no one will notice

Good morning,

I am contacting you from company who is hiring office 325 on 16 Woburn Place WC1H 0AF (Euston, London).

I want to complain about cleaning services as our office hasn't been hoovered from day 1 and we are renting this office from 1.08.

Also on corridors there is lot of dirt on the floor.

I contacted my director Sheriff and he said we are paying for cleaning services.

Can you also tell me if cleaners empty the bin inside the office containing only paper?

Kind regards,

Julia Majka-Bessas

Caresify UK ltd

Upon signing an agreement to rent an office space for a given amount plus a retainer for that amount as well paid up front I received access to the office. I canceled immediately as instructed by office management due to the fact I had to give 30 days and only needed the office for 30 days. upon checking out just 3 weeks later I was informed that HIDDEN in the house rules which were received after I would owe another $280 for office restoration fees. Unacceptable! First it was not agreed upon secondly the office was not restored when I moved in. Nail holes in the wall. It was literally a box room with a desk and bad art. I was informed if I did not pay this fee it would be sent to collections. Keep in mind they still have my monthly rent retainer. I was planning to use regus again in other cities but now hoping to join or create a new class action suit against this unethical company.

My company paid for a temporary office in Brussels for one month September 2022 and gave immediate notice as required. Regus charged to our credit card 1 month and 1 month deposit. We then get asked to pass verification checks and as we are based in the USA could not satisfy their requirements we were told we could not move in until the requirements were met, therefore, we cancelled the temporary contract and requested a refund as we could not move in. The Regus representative said they had escalated the issue (do not know what this means) Time passed I kept chasing and I kept being told the issue had escalated. I was told a manager from the Brussels office where we had rented the temporary space would call me. I have had no call. Now Regus have taken another months charge off of our credit card even though they said they had deleted the credit card details.

On 03/09/2022 we purchased the Virtual Office Services on a one year basis.

We were asked to enter a credit card, which we did.

We were asked to authorized an initial payment of 241 SGD which we did.

Credit card is given for automatic payment purpose.

On 05/09/22 we receive an email with an invoice attached and it said paid.

First invoice was for the one for setup fee and pro rata September days which we would expect corresponds to the payment of 241 SGD we authorised.

However the amount was 300.27 SGD.

We then receive another email stating that it wasn't paid.

Nor 241 SGD or 300.27 SGD was indeed deducted.

The second invoice for monthly fees of October was then deducted from our card. So payment by card works.

REGUS has not been able to tell us to what corresponds the 241 SGD we authorised and why the amount stated on the invoice is different.

We asked to terminate the agreement to avoid these messy accounting problems. REGUS told us that it was not possible and that payment for 12 months was imposed. However they never mention anything about early termination of contract in their terms and conditions, interpreting it as all due. This is for the least an unfair commercial practice that has the merit to be spread to the public. REGUS is in the business of deceiving their clients to my opinion. If you apply such unfair rules, it should be clearly stated when you book online.

Dear Sir/Madam,

In March 2022, I was told that I have late penalty charges as I have not paid my monthly charge. My monthly charge was also increased to GBP 226.80 in February at renewal. I raised a dispute in April 2022, and informed that first, I want to change location (London Berkerley Sq) and second, I was not informed about the change of price and renewal. However, with further dig in, I did realize I received email in Feb 2022 informing me of the renewal and price. I therefore accepted this change, however, requested to inform me how to change location of the place. I also raised a complained to request waiver of the penalty fees in April 2022.

However, I received no response regarding change of location from the center. I kept emailing them to provide me the process, but failed to receive any response. In May 2022, I received email from Debt Department that services have been suspended and requested me to pay total amount. I informed them that I am awaiting response, and there is a dispute raised. Subsequently, I received no response from the office until end of June and July, when I had to contact them myself to have a follow up. Finally, we spoke but the customer service did not speak to me in a polite manner when I asked about the penalty charges and the delay in getting back to me. They gave me no reason as to why was there a delay in getting back to me.

As a result, I did not set a direct debit and made manual payments. I received invoices for each month at the end of the month that states ' due by 15th' of each month. For example, if I receive invoice on 31st July 2022, it will state that the due date is on the 15th August 2022. I have made all payments before the due date, but I have been charged late penalty fees every month. I have explained this to the accounts and customer service, however, they are not responding and not giving me any reasons for the late penalty charges. As soon as an invoice is issued, I am being charged a late penalty fees. This is misleading and by wrong means, increasing my liability to the company. For example:

Invoice on 31/05/2022 was paid on 10/06/2022

Invoice on 30/06/2022 was paid on 05/07/2022

Invoice on 31/07/2022 was paid on 15/08/2022

Invoice on 31/08/2022 was paid on 12/09/2022

But for each month, there is a late penalty charge of GBP 71.80. Each invoice states due date by 15th. I would request to cancel these late penalties as each invoice is being paid on time. There are five of these in total totaling to GBP 381.22.

Furthermore, as a result of a very poor customer service and also non-deliverance of letters to myself, I have terminated the contract. The termination date is March 2023. This is unacceptable as I was told when signing the contract that there is a usual period of 2 months after termination. I would like this matter to be resolved asap and demand an apology.

Dear,

I am performing as the director of SRT Legal Consultancy and we have referred our clients many times to Regus. But almost every time we face problems, especially after the contract is signed.

The recent one is about a client of ours who has a very significant investment project in Antwerp. So, we set up a company for the client and trusted in Regus for the registered address. But here is today's mail of our client,sent to Berchem office:

"Hello,

We have some problems regarding the invoice.

There is still no VAT number on the invoices.

You charged an additional deposit which needs to be cancelled!

Please get back to us as soon as possible.

There is no support from your team!"

As you see the client has complaints alredy from the beginning.

When Mr.Karl Hans, our contact at Regus, had mentioned that an additional deposit would be charged if the client does not set a payment order in the system, I had informed my client back in August, and he set the monthly automatic order immediately,even before the due date of the first invoice. Despite that, an additional amount has still been charged!

A similar thing happened before with another client of ours; an additional monthly coffee and tea costs were charged by Regus although the client did not request it and he actually does not even live in Belgium. What if we did not realise it? It would keep on charging. We had to call several times to have it cancelled at the end. The same happened for extra (duplicate) invoices,even duplicate contracts as well (with Mr.Niels,from Regus team).

So it seems to be a routine act of Regus to charge extra amounts out of the blue. But it is not ethical nor lawful, is it?

Indeed, it is very upsetting that Regus stops assistance as soon as a contract is made. I'll start the necessary actions unless I hear from you or any of your colleagues authorized in this matter.

I do hope to see and hear a solution and even more, maybe a gesture to our client, to overcome this upsetting situation. We also find ourselves in a difficult situation to our clients.

Kind regards

Sukran Unal, Founding Director

SRT Legal Consultancy

+[protected]

[protected]@srtconsultant.com

Around July 2022, I requested Regus to review the terms of my contract by stepping down my package due to medical bills as I was not in a position to work and therefore utilize my package as I had done before.

I was hopeful that the issue could be resolved amicably. Instead, the team on the ground informed me that they had policies and that a contract could not be changed midway even where there are mitigating factors. I was still hopeful and I thought the next best thing would be to chat with the global/area accounts manager. I requested the local staff to put me in touch with the accounts head and they were very cagey. In fact, they told me that even if I was incapacitated-they would still claim funds and it was better if I was dead that way they didn’t have to claim funds.

I still went ahead and wrote to regus, unfortunately, the response was from the local team again reiterating the above. At this point, they shared a terms and conditions policy - which I had not seen and they told me that their terms were fixed. I was further informed that while they were at liberty to bill me until the end of the agreement and I was not at liberty to access the facilities. I wondered why I had to continue paying for services that were no longer being offered. Why do they feel that they could terminate an agreement but I was not at liberty to do so and that their preferred position is unless I am dead, Regus would continue bullying me?

I believe that Regus runs unfair business practices and is a bully! The team on the ground is not empowered to resolve any issue, which I believe is intentional. They should be stopped!

I hired an offce space at the George Street offices in Edinburgh from 01/08 August -01/09 September, I have just been informed that I am required to pay £112 to clean my office.

I was not made aware of this when I accepted the contract nor the amount, the office was tiny.

I hired the office for 1 month, I caused no damage and would have hoovered and sanitised the space myself had I been aware that it would cost me this.

I have been assessed a $4/sq foot "office restoration charge" as I moved from one office to a different office on the same floor. I was in the office for 10 years. I was the original tenant in the office. It all that time, Regus never offered to repaint the walls, clean the carpet, or anything else. Fine. I didn't need it done because I took excellent care of the office. When I moved out, I took photos of all the walls and the carpet. I also took a video. It shows what EXCELLENT condition the office was left in.

The original contract I signed with Regus was modified by email clarifying all terms prior to signing by a Regus employee specifically stating the restoration fee would be $2/sq ft. I kept the email. That's a tip for anyone considering doing business with Regus or anyone else: always keep everything sent or printed. I have never been informed this fee has changed or would be changed. Most of the other fees listed on the email remain the same 10 years later, or have been discontinued. This morningI was told by the front desk worker that it would be the same cost regardless of how clean and nice it looked. Due to this, and a much larger issue I don't want to get into on this forum, I no longer trust Regus to act like a normal, reputable business in dealing with tenants.

My Business closed down (Covid,etc) and Regus would not let me out of the lease. I have been paying for nothing for the last two years. Regus has been Flagged By VISA thereby making it hard to get payments through. In addition, I have had issues with Regus charging late fees before payment should be due (first of the month). They cut off on the 15th of month. They recently charged late fees incorrectly and corrected after I disputed due to Visa issue. This month they charged an additonal late fee; I had to call Truist because again I could not get payment thru, this is the message I have gotten for the last three months: Sorry, there was a problem processing your payment. Please close the browser and contact the merchant quoting the following reference number: D220831-T040639-M002-21; this is the only company that I have had issues with getting my credit card through. Truist stated that VISA has a Flag on any charges to this company due to high Fraud Alert and charge backs. Ms. Sutton from Truist lifted the Flag so I could pay. I dispute any late fees and request Regus credit any late fees for the entire time I have had a lease with them. I am still trying to pay for the current bill but still getting the same message. Truist said to wait 20 minutes which I did. My Company: Property Commander Real Estate Investment, located at Maryland National Harbor. My name is Cassandra Williams and I can be reached on [protected]; There is another company I was involved with that I requested to be let out of the lease also: Harbor View Realty, From what I have been told Regus has a bad reputation in other areas of the country also. Please assist soonest! Thanks.

Re: Correct - the payment due - Still showing late charge

Aol

/

Sent

[protected]@aol.com

To:

Maryland NationalHarbor

,

Regus Account Helpdesk

,

Regus

Thu, Aug 18 at 11:59 AM

I sent another request through Regus Help Desk to deduct the late charge from my account.

Chris Williams

[protected]

On Wednesday, August 17, 2022 at 12:34:17 PM EDT, Maryland NationalHarbor wrote:

Good afternoon,

Upon checking your previous communication with the Account Help Desk, now that you have set your account up for auto-pay, this request can be placed via the Help section on MyRegus.

Please let us know if you have any additional questions.

T​hank you,

Maya Sellers-Little

Community Manager

 

cid:C6FEDC72-36E8-487B-9572-7094FC5D514B

3000 locations, 900 cities, 120 countries

 

137 National Plaza

Suite 300

National Harbor, MD 20745

 

D [protected]

 

Connect with Regus

From: [protected]@aol.com

Sent: Wednesday, August 17, 2022 12:20 PM

To: Maryland NationalHarbor ; Regus Account Helpdesk ; Customer Service

Subject: Re: Correct - the payment due - Still showing late charge

WOW! Please deduct the late charge. I thought it was from last month’s kerfuffle that’s why I didn’t pay on the 15th.

Sent from the all new AOL app for iOS

On Wednesday, August 17, 2022, 8:55 AM, Maryland NationalHarbor wrote:

Good morning,

The late payment fee is for Invoice [protected] which contained your June 2022 charges. This invoice was due on May 15th. If you have a payment confirmation showing this invoice was paid on or prior to May 15th, please send it over to us and we will request a credit for the late fee.

Please let us know if you have any additional questions.

T​hank you,

Maya Sellers-Little

Community Manager

 

cid:C6FEDC72-36E8-487B-9572-7094FC5D514B

3000 locations, 900 cities, 120 countries

 

137 National Plaza

Suite 300

National Harbor, MD 20745

 

D [protected]

 

Connect with Regus

From: [protected]@aol.com

Sent: Wednesday, August 17, 2022 07:02 AM

To: Maryland NationalHarbor ; Regus Account Helpdesk ; Customer Service

Subject: Correct - the payment due - Still showing late charge

Maryland, National Harbor - National Harbor

Based on issues from last month no late charge should be charged to thsi account - correct back to payment of

pf tthe $489..so I can change this to my credit card on file.

‎539.17 USD‎

Download statement as PDF

Download statement as XLSX

Select

Transaction reference

Transaction type

Date

Charges

Status

VISA

Payment

08/06/2022

‎-489.69 USD‎

[protected]

Invoice

07/31/2022

‎49.48 USD‎

Unpaid

Download invoice

Download Tax details

[protected]

Invoice

07/31/2022

‎489.69 USD‎

Unpaid

My company singed up for Regus services last August. In my due diligence I requested a copy of a fully-executed agreement binding my company. They refused to provide such saying that the on-line "sign-up" constituted a formal binding agreement. In Florida, where I am located a party must provide a copy of such upon request - however they have refused. I will be filing a law suit against Regus - others should do the same! Also check out their BBB - scary!