Regus’s earns a 4.2-star rating from 1041 reviews, showing that the majority of clients are very satisfied with office space solutions.
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Replied
Retainer
Regus has failed to return my $1300 retainer despite it being close to 90 days since my request. This is even after the charged me a $600 restoration fee….
As per their house handbook, retainers are returned after 30 days… well it’s past 30 days…
I’ve always paid my office rent on time and would expect at the minium the same courtesy extended to me………
Claimed loss: 1300
Desired outcome: I’d like to receive my retainer in full within the next 10 business days.
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This complaint has been resolved automatically due to user's inactivity.
I’m very sorry to hear of your disappointment.
We fully understand the importance of receiving your refund promptly and have taken measures to make the refund process as smooth as possible for our customers. A refund is normally processed within 30 days after your agreement end date or request date (whichever is later). The end date of your agreement was 31 October and therefore the retainer should have been processed over a week ago. Although it is not 90 days late, as your comments suggest, we recognize that our standard timeline was not met on this occasion and for this we apologise. Due to an unforeseen issue with your payment, it will have to be rerun which has caused this delay. Once we reprocess your refund you will receive a correspondence letting you know that the payment went through successfully.
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 my team has been in touch to update you on the situation and answer any further questions you may have.
Kind regards,
Michelle Spire
Assistant Global Customer Service at IWG Plc
I’m very sorry to hear of your disappointment.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from us.
We’re looking into this as a priority and a member of our team will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant inquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Virtual office charges after the service was cancelled
Our company was Regus customer for about 12 years 2010 to 2022 and we used their virtual office service and paid all dues regularly. In 2022, we decided to cancel their service and gave them notice about 3 months before the expiration of the current contract and renewal of the new contract. They sent me email saying that they have terminated the service a...
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Replied
Lease cancellation
Good Morning,
I canceled the renewal of my office in September 2023. With this said my lease ends in December 31, 2023. However I have recently been sent a invoice for the month of January 1- 31, 2024 which I do not plan to pay. I plan to discuss this matter with my attorney if this new unauthorized lease is not terminated. I have worked with Regus since April 2015, however in the past year I have been moved by the Regus organization 2 times moving my company further away from our customer and so I am no longer interested in the Regus space. Hopefully I will hear from you today or nor later than Monday, if I have not heard from your organization I will have a letter sent from my attorney
Tamara Chisim
President & CEO
Innovative Element
(7218896 - Regus Account#)
[protected]
[protected]@innovative-element.com
Desired outcome: Cancellation of Lease
This complaint has been resolved automatically due to user's inactivity.
We are sorry that you felt it necessary to post your frustrations online, but its important that we reflect the situation correctly.
At Regus we take renewals very seriously and take great care in communicating how the process works. It’s our goal to make this an efficient and simple process for our customers.
Prior to any renewal, customers receive courtesy reminder emails.
According to our records, you received these on 9 and 23 September. These emails provided several options on price, term and the possibility to end the agreement, if required.
You also received a written confirmation once your agreement was renewed, on 2 October. Then, if any aspect of the agreement wasn’t to your satisfaction, we were able to offer additional options should we hear from you within a few business days following the renewal. As we didn’t hear from you then or until now, the agreement has continued as planned.
Our communications were sent to the email address we have on file. We invite you to check your online account (i.e., myregus.com) and ensure your information is up to date.
Please understand that we need to receive advanced warning should you wish to end an agreement with us, and it cannot be before the end of your agreement term.
My team are already in contact with you to clarify further. Thank you for your cooperation.
Best,
Lorraine Brule
Global Customer Service at Regus
Replied
Payment Not Received
Account Number : [protected]
Email #1 (Response from Regus)
Case Number (C-[protected]-W4P1-[protected] CRM:[protected])
Date Received : 10/26/2023 1:32AM
Message Highlight : "Please allow 5 to 7 business days for the refund to reflect in your bank account prior to the payment run date."
Sender : [redacted] (Account Helpdesk)
Email #2 (Email Generated by Regus - APAC Reporting)
Message Highlight : The payment is scheduled to be sent to your bank on 14 Nov 2023, Please allow 5-7 business days for it to show up in your bank account after that date.
Email # 3 (Response from Regus)
Case Number (Retainer Refund - AdoreSys ([protected]) CRM:[protected])
Date Received : 11/26/2023 11:07AM
Message Highlight : "Your patience and cooperation are much appreciated."
Sender : [redacted] (Account Helpdesk)
Complaint :Even after 48 hours of business working day still no response
Conclusion: Not RELIABLE!
This complaint has been resolved automatically due to user's inactivity.
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.
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. Once we reprocess your refund you will receive a correspondence letting you know that the payment was processed successfully.
All the best,
Lorraine Brule
Global Customer Service at Regus
Replied
Private office rental
Hello, my name is kaz ahmed I would like to dispute an ongoing payment issue I am having with the Manchester airport branch of Regus. I had a private office rental in July. I initially only wanted the office for a month, but I had missed the termination deadline by a day or two so was being charged for August as-well. However, initially I was told by...
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Replied
Virtual office
I signed up for a virtual office online with Regus 15 Moore Street Canberra in September, It took a week after I made a number of phone calls to get the welcome email with mailing address but it didn't have the telephone number for my virtual office. After calling the Moore street office I was told that it doesn't include a phone number but clearly it did...
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Replied
Auto renewal of contract
I took out a 12 month Regus virtual office space contract in Nov 2015.
I used their services for several years.
In Nov 2022 I asked verbally for the contract to be cancelled but was told it had been auto renewed 3 months before the contract date and that I could not cancel. Regus said a renewal email would be sent 3 months prior to the next renewal date , being 1 Dec 2023.
I did not receive those emails as they were marked as spam and went to the spam mailbox.
Claimed loss: £1128
Desired outcome: Cancellation of contract and refund
This complaint has been resolved automatically due to user's inactivity.
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 August 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).
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.
We always ensure to keep our customers informed of everything we do via email and expect our customers to be aware of them.
Your current agreement will expire on 30 November 2024 and 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
Virtual office space
I contacted with IWGPLC to ask for virtual office rental possibilities on 16.10.2023 Then get this answer from them based on sent information by sales representative We are business centra and only can help you with providing the correct agreement for the Chambre of Commerce. Depending on the situation you will need either a Virtual Office or a...
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Replied
Office
When you purchase a service for office usage; you're then second-class citizen for Regus (Turkey). I've been using monthly 10 office usage pack for 2 months; i've visited 4 different location many times and they every time gave me the smallest room without window. Feel yourself stuck in a prison.
I don't think this is based on room availability; but rather an approach from employees.
Their behaviors' is not professional; probably they see me as a 'temporary' or 'one-off' client.. Therefore giving me the worst room everytime.
I'll cancel the membership when it expires. and look for another servicing company.
Thank you Lorraine.
As i mentioned it doesn't seem that only room availability but rather an approach.
I see it in staff's comments, questions and behaviors. + I tried different locations and everytime the smallest room w/o window; although i see many empty nice rooms.
Please take it as a client feedback for your TR offices.
I'll drop a short message in your mailbox in case it may be needed.
Many thanks.
thanks for letting us know about this. We’re sorry you had this experience and would love to help.
We don’t actively designate visiting customers the worst working spaces when they visit our centres. Often the more favourable working spaces are permanently reserved by in-house customers so we provide you with what is available.
If you’d like more support with this, please email me at lorraine.brule@regus.com with your company name and/or account reference so we can quickly assist.
Many thanks,
Lorraine Brule
Global Customer Service at Regus
Replied
Retainer deposit refund
I am writing to express my concern regarding the delay in receiving my retainer deposit refund for the property located at 200 Hennessy Road, Wanchai, Hong Kong (My account number is [protected]), which I vacated on 30th September 2023. On 19th September 2023, I diligently completed and submitted the necessary 'Deposit Refund Request' form. On 1st November...
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Replied
Virtual office
Hello, I have set up 2 of my companies with Regus in the Netherlands with their service „campus registration“. First : I was misconsulted because I was told I could cancel it after one month and take another plan, that would be cheaper. I discussed it with a sales person from regus and she told me that it is possible, then it turned out not to be...
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Replied
Co-working agreement and bogus billing
Regus On the 31 March 2023 I received an email subject: OVERDUE NOTICE for your Regus Account : 9667041 for a service I stopped in March of 2022 and paid the final invoice for and never received another invoice again until this email. I tried communicating with Regus via there recommended channels as per the email only to be repeatedly stoned walled with...
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Replied
Cleaningness of office space
I have taken an office with start date 1.11.23. I terminated by previous contract to take a new office. My services were suspended due to late payment fee. I made 75% of the payment in arrears and attended the office today to meet up with a client.
After a long conversation they agreed to let me use the office but to make payment of £270 in arrears in a week.
On entering the office it appears the office has not been clean with marks all over the wall. I insisted to have this clean as my move in date was on 1.11.23. The receptionist advised I should come back tomorrow as they will get the office clean today.
My concern is they have taken money from client to get the office clean but hasn't been done.
I want to no what to do as I have lost client as I had no office today to do business.
This complaint has been resolved automatically due to user's inactivity.
Your account was restricted due to non-payment of several invoices and not because of late payment fees.
We take all possible steps to liaise with customers and ensure their accounts are up to date before taking such actions including courtesy emails and calls from our team and we can only apologise if the situation was not made clear enough for you; I note that your account is now current, and the restriction lifted.
I’m sorry to hear that your office was not up to our usual high standards when you moved in. When you brought this to the attention of your centre team, they immediately took action to put things right; rest assured we will take appropriate measures to ensure that this does not happen again.
A senior member of your local team and contacted you to discuss your concerns and a member of my team has also contacted you to offer further support.
I’m happy to hear that you’re satisfied with the resolutions we have provided and please feel free to contact me directly on michelle.spire@regus.com if you need help with anything else in the future.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Replied
Contract/agreement
I'm a victim of them. It started off well and I had a great year actually with my virtual office. I never had any random fees or increases. Then finally once my contract is set to end 3 months prior I get an email that basically has a link for me to terminate my agreement. At first I thought it was odd that I even needed to do this. Once my contract is up...
Read full review of RegusRetainer refund — 2+ months
Private office at Signature by Regus in Singapore at Asia Square Tower 1. This is a follow up to my complaint on 26 October and 12 October. I still have not received the refund and it is over 2 months since my lease expiration. Still no satisfactory answer. I have been told repeatedly since 23 September that the refund was "processed" and in the "nearest payment run". However, the funds still have not arrived. I am being told again its in the nearest payment fun but I have no faith. No one at the account helpdesk or customer service feels the need to provide any definitive data or time of deposit. This leads me to believe that Regus' is trying to drag it out to avoid ever making payment. I request an immediate deposit of funds. No payment runs, no 5-7 days to show up in account. Just get it deposited.
Desired outcome: refund of deposit immediately. Compensation for delay. 1 year of free co-working space or cash equivalent to be deposited in same account.
Retainer received 14 November 2023
Replied
Agreement with regus
I made a mistake signing a contract, and a few hours later I released my mistake. I called, I sent many emails and requests on the same day when I signed the contract and no one was able to help me. Then one representative called Wendy S, have came back to me via email saying that she only managed to lower the monthly cost, taking out from my account the...
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Replied
Miss sale of contract to Artemis Avici'Na
I have had contract for co-working space with Regus since 7th February 2023. At the end of the six months I decided to go onto a more temporary co-workers plan with a virtual office. I was told that there would be no activation fee. I paid the deposit and an extra month for the co working space. everything was set up and my bill for September should have...
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Replied
Deposit refund seriously delay
Dear Complaint Board Community, I am writing this post with a heavy heart and a sense of urgency to bring attention to a deeply frustrating and unresolved issue I have been experiencing with Regus/IWG, a global corporation known for its flexible office space solutions. On October 1, 2023, I requested the refund of my deposit from Regus/IWG, as my...
Read full review of Regus and 1 comment
Replied
Virtual office in Haywards Heath
Account number: [protected]
I purchased a 6 month contract for a virtual office in Haywards Heath to run a new business but the council refused to run the business with virtual offices. This agreement has been only placed 10 days ago and I haven't used your service. I would like a refund of my payment. Also I have been contacting the customer services but no solution provided.
Desired outcome: Refund
This complaint has been resolved automatically due to user's inactivity.
I’m very sorry to hear of your disappointment.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from Basepoint.
I immediately asked one of my team members to investigate this as a priority and provide me with more information. They will get back to you as soon as we have the details.
Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to make matters right as soon as possible. Where appropriate, we’ll also take steps to prevent the situation from happening again. Thanks again for your comments which help us improve. We appreciate your business.
Best regards,
Michelle Spire
Assistant Global Customer Service at Basepoint
Replied
Retainer refund
I rented a private office at Signature by Regus in Singapore at Asia Square Tower 1. My lease ended on 31 August 2023. I have still not received my retainer despite dozens of emails and queries with the help desk and the local support staff. I initially inquired about the status of the retainer by creating a ticket. I received a response on 23 September...
Read full review of RegusRegus Reviews 0
About Regus
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6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Regus. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, service improvement, or an apology.
7. Review before submission: Carefully review your complaint to ensure that it is clear, accurate, and complete. Check for spelling and grammar errors, and make sure that all the relevant information has been included to support your case.
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Overview of Regus complaint handling
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Regus Contacts
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Regus phone numbers+1 (855) 400-3575+1 (855) 400-3575Click up if you have successfully reached Regus by calling +1 (855) 400-3575 phone number 0 0 users reported that they have successfully reached Regus by calling +1 (855) 400-3575 phone number Click down if you have unsuccessfully reached Regus by calling +1 (855) 400-3575 phone number 0 0 users reported that they have UNsuccessfully reached Regus by calling +1 (855) 400-3575 phone number+371 67 118 333+371 67 118 333Click up if you have successfully reached Regus by calling +371 67 118 333 phone number 0 0 users reported that they have successfully reached Regus by calling +371 67 118 333 phone number Click down if you have unsuccessfully reached Regus by calling +371 67 118 333 phone number 0 0 users reported that they have UNsuccessfully reached Regus by calling +371 67 118 333 phone number+1 (800) 633-4237+1 (800) 633-4237Click up if you have successfully reached Regus by calling +1 (800) 633-4237 phone number 0 0 users reported that they have successfully reached Regus by calling +1 (800) 633-4237 phone number Click down if you have unsuccessfully reached Regus by calling +1 (800) 633-4237 phone number 0 0 users reported that they have UNsuccessfully reached Regus by calling +1 (800) 633-4237 phone number
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Regus emailscustomer.service@regus.com100%Confidence score: 100%Supportaccount.helpdesk@regus.com100%Confidence score: 100%Supportgdpr@regus.com100%Confidence score: 100%
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Regus address26 Boulevard Royal, L-2449, Luxembourg, 60611-1962, Luxembourg
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Regus social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreNov 11, 2024
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