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
Termination of Lease
I have terminated the auto-renewal of my office, 308 in 1434 Spruce St. Boulder, CO. The lease runs to April 1, 2022. We have had many problems with the Regus space on the third floor, most recently having no working elevator from May 4, 2021 through September 1, 2021. All Regus furniture has been returned to Regus, and the office is in the same state and condition as it was when we first occupied it. We have requested the opportunity to pay the balance of the lease and completely terminate the relationship as of 10/31/21. We expect Regus to waive any charge of a "fixed office restoration fee" or any other charge for repairs, restoration or maintenance. As noted, we have had many problems with the space - lack of an elevator, fluctuating electricity, internet interruptions and more. We also request the prompt return of our deposit upon settlement.
Desired outcome: Complete termination of relationship with Regus as of 10/31/21, return of deposit, no exit fee
The complaint has been investigated and resolved to the customer's satisfaction.
Transparency is key to us and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed.
I understand that your current agreement expires in 2022. An agreement is a formal, business commitment.
We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel agreements.
As far as our restoration service is concerned, we provide it 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.
I am sorry to hear that your experience hasn’t been the greatest so far, and I’d really like to investigate and help resolve the situation. However I cannot identify your account with the details provided here. Could you please email me at sandra.melody@regus.com with your email, company name or account number? I’d be happy to support you if you allow me to.
Thank you,
Sandra Melody
Head of Customer Services
Replied
Virtual Office Regus Scammed me
I secured a virtual office in 2017. We have been with Regus since. When we wanted to cancel the contract which we did in August they kept taking money citing the auto renew clause. There are no copies of the contract in my online account and the emails state that much account is monthly but they told me I couldn't cancel. Also, the customer service rep left me on hold for two hours until close and then let it hang up on me when they were closed. They are rude when I call and finally I got frustrated said I would just block them. They are a scammer. They should clearly explain the auto renew clause.
Desired outcome: Refund my $181 and allow me to cancel the contract in August.
The complaint has been investigated and resolved to the customer's satisfaction.
I am really sorry to hear of your experience and would love to help. Surely there’s a misunderstanding that I’d want to clarify.
At Regus we take renewals very seriously and 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. These messages provide several options on price, term and the possibility to end the agreement, if required.
You also receive a written confirmation once your agreement has been renewed. If any aspect of the agreement isn’t to your satisfaction, we’re able to offer additional options should we hear from you within a few business days following the renewal.
Please understand that we need to have advanced warning should you wish to end an agreement with us.
Again, I’d love to be able to review your account and assist. However I cannot contact you; your post is anonymous. Can you please contact me directly at sandra.melody@regus.com with more details?
I’ll be in touch.
Thank you,
Sandra Melody
Head of Customer Services
Here is an update:
They contacted me stating that they sent emails as a courtesy reminder, the emails were empty. Additionally, they sent me the contract for 2018 with the renewal terms. However, the renewal terms mention months, not a year, which leads me to believe I was on. A month-to-month contract. They are intentionally writing, the terms in their agreements they know customers will not understand to get them to sign a contract. This company has unethical business practices which is why so many have had issues with them. The customer service representative saw that my complaint was escalated and when I called yesterday, they flat hung up on me. This company does not care about its customers. I am reporting them to the Better Business Bureau. It's not correct what they are doing and they know it. The only resolution I desire is for this contact to be canceled and the $181.00 they took from our accounts to be returned and I have notified them as such. I would recommend never using Regus as they are a company that abuses businesses with unclear terms that are intentionally ambiguous to make money.
Replied
Charges
This is my second complaint about Regus dubai office. I don't seem to find anyone who is really interested in resolving issues whenever something goes wrong.
1. Misleading information as always, no clear information, or inaccurate info. It happened many times.
2. Bad customer service experience. Unable to reach out to management if you need to escalate something. Very money driven..
3. Charges are high comparing to the facilities and services provided to business owners.
What went wrong this year?
I was asked to renew my contract 3 months in advance, which I was fine with but what happens after that is so strange. I came to know in Aug 2021 that Dubai office reduced size of my desk without informing me. They put a lot of hazards behind my desk, they really made my space very small and narrow. When complaining, I was told (it's for business purpose, to accommodate more business!). There is no consideration for social distancing in case if business owners decided to turn up all at the same time.
I asked for a solution, so they offered me to change location of my desk within same office but they asked me to sign a new contract with new date (not sure why!) to capture details of new deals. I was of course in the middle of renewing my business license and I had to sort this out quickly.
When receiving Sept invoice on 01 Oct, I was surprised that i am charged double the original rent! They charged me for retainer office fee again (which I already paid when signing the contract for the first time) and they charged me late payment fee (although I made payment for Aug invoice on 30 Aug).
Irrespective of what went wrong with Sept invoice, I am wondering why dubai office don't communicate payment issues (if there is any) with business owners instead of waiting until following month invoices are issued and then run in the same circle!
In Sept invoice, I am literally being asked to pay total amount equal to 3 months rent in one go!
Questions:
1. What happened to the payment I made on 30 Aug which was supposed to be paid toward Aug invoice?
2. Why I am being charged for retainer fee again (which is equivalent to one month rent) when I did nothing but moving my desk from one row to another? Note that the retainer fee of my previous desk was paid to Regus as part of my previous contract and it was not refunded back to me.
Desired outcome: Charges issue to be resolved/ clarified, expect to be contacted by complaints management team
The complaint has been investigated and resolved to the customer's satisfaction.
Thanks for escalating this. I am sorry to hear of your disappointment and confusion relating to your recent renewal.
Your monthly fee hasn’t changed since you moved, as you can see on the agreement that you signed.
I will have your retainer checked. We ask for a retainer equivalent to twice your monthly office fee. If you’ve already paid it, there should be no reason why we ask you for a top-up.
Please remember that our invoices are payable no later than on the 15th day of the month.
If paid late, your account will automatically incur a late fee.
You can review invoice and payment dates on your statement of account, available in your online account (i.e., myregus.com).
Regardless of the reason, I apologise if we haven’t provided you with the level of service that you expect and deserve from Regus. I will do my utmost to remedy it.
For now I will ask a member of my team to contact you and clarify any remaining concerns.
Thank you for your business,
Sandra Melody
Head of Customer Services
Please check every detail and do not allow Regus to bully you. I used to give them a five-star review but have found out how duplicitous and untrustworthy they are. They forced us out of our offices and managers such as Eema Begum threatened us to try and ensure we remained in other unsuitable offices / locations. In other words, we would have to move anywhere they chose if we did not sign up to contracts. To be honest she was just someone who was bad at her job and out of her depth.
I refused and in order to resolve your issue you must remain focused and ignore the way they try to palm you off. All they are trying to do is manage their reputation. Sandra Melody in particular is particularly disingenuous, posting meaningless words.
Replied
All clients forced to leave offices with a weeks notice, rude staff making threats, no deposit paid back and waiting for compensation.
I was someone who told everyone what a fantastic experience it was to have a Regus office and encouraged people to trust the company and sign up. However, I have just changed a 5-star review to a 1-star review. Why have I done this?
I was told at around 6pm on Thursday 9th September that I would have to vacate this building (Brentford Vantage Regus Office) and select a new Regus office as Regus had either failed to agree terms with their landlord or due to financial pressures were forced to close down.
In this situation I have been forced to spend the day driving to various locations looking at options but could not find one that suited. Regus were not flexible in terms of the size of office / location as it had to be an exact like for like move. The fact is that this scenario was thrust upon clients like me and that the point that the lack of availability was a major issue had not been factored into the equation. It did not feel like consideration for personal circumstances mattered, it was a case of each client being a number on a piece of paper that had to be 'handled'.
What is unforgivable however is the fact that even though this situation is not the fault of the client, we are still forced to keep the contract to the letter even though Regus patently broke the spirit of it. In what obscene universe does an office provider who gives a week's notice before forcing a client out expect the said client to honour and pay a month's notice period, 6 months' notice period or even a year's notice period dependent on the contract? In other words, we have to continue our contract in a location or office that may not suit us whilst Regus can simply say, sorry but you have to move right now, it's not our fault. There is no choice! A classy organisation would at the very least allow tenants to end the contract at the point that they were forced out. They say you discover the class of an individual or organisation when times are difficult. Sadly, to my disappointment it seems class is not a quality that Regus has in any way, shape or form.
As someone who has based their office at the Vantage building with Regus for the last 15 months, always paid rent on time, enjoyed working here and met some fantastic people this whole situation has left a bad taste in my mouth.
This is not a way to hold onto clients Regus. Unfortunately, I must say to anyone reading, this no matter the location of the Regus office you are considering - don't do it. It could be your office that is closed without notice. Then there will be no consideration to the impact on your business, your needs or your personal circumstances. Then you will also be forced to pay for the privilege. I know this to be true as that is my first-hand experience.
After persistent raising of complaints and enormous stress I have been able to end my contract on 21/09. This gave me only 3 or so business days to find a new location - disgraceful and I am left to work without an office at the moment. I appreciate being allowed to escape this company but I say to anyone thinking about a Regus office - please do not do it under any circumstances
A message to Sandra Melody - Head of Customer Services.
This complaint is truly reflective of the woeful performance and total lack of respect shown to clients including me. That is why this review is uploaded here. It is a warning to anyone considering Regus.
In order to resolve the issues I would like the following questions answered.
1. Where is my deposit? I need this returned immediately
2. Where is my compensation for what has taken place. If I had tried to leave with just a week's notice it would not have been allowed.
3. What is going to be done about the staff who did not know what they were doing? The staff that made threats and tried to pressure long-standing loyal clients into signing contracts for new offices that did not suit their needs. What has been done?
4. Why do you post and send standard stock answers to questions? Your customer services team has not been working tirelessly. All that has been done is that I have been able to end my contract. Even this took an enormous amount of effort and complaining on my part. I would like to know why you have not pushed out of your comfort zone to remedy the situation instead of just trying to manage your reputation online?
Desired outcome: Deposit refunded in full right away, Compensation to be paid to me, Explanation of what has happened to the awful employees who treated us like numbers on a piece of paper (the managers of West London Regus, Brentford Vantage etc)
All I have to say is that Regus and the customer services team have been the same low standard as everyone else I have met. I found no genuine desire to resolve the issues I have raised. They are devious in having reviews and comments removed but it’s ok they will lose customer after customer. 10 years from now Regus/IWG will be a bad memory as far as corporate entities go.
I will move onwards and upwards. If my deposit is not returned I will engage a solicitor.
Please avoid this company. Life has too much to offer for you to waste your time with this company or any person associated with Regus or Spaces or anything else under the IWG banner! No honour, no class.
URGENT PLEASE LOOK AT THIS
https://www.itproportal.com/news/regus-data-breach-sees-staff-performance-data-published-online/
If you visit the above link you will see how this company (Regus/Spaces/Signature - part of the IWG Group) released all the personal and sensitive data it held relating to 900 of its own staff. This is frightening in an age of cyber crime and fraud. You could lose every penny. Do not trust this company at all. The leak was investigated and it was determined that NO THIRD PARTY hacked the company. The data leak was purely due to the incompetence of Regus!
Sandra - You have not resolved anything and I ended my contract after having to force this through. I am not happy at all with the resolution. As is my right I will make sure I voice my opinion. Regus is the single worst company I have ever encountered. I have never had to deal with such shoddy treatment or incompetent members of staff. Genuinely I am gobsmacked at just how badly things have been handled.
As for customer service…..Well Sandra I genuinely wish you and Matthew knew how to treat people. Again, the single worst Customer Services team I have dealt with.
In fact, you decided to send me invoices for over £840 after I had left you and your systems are that incompetent. Thankfully that has been dealt with now.
Just be honest and do not pretend that you have fixed a situation you clearly have not. It is not that you do not have the ability, you lack the desire.
I have a different username on Complaints Board to google etc that is normal! Absolutely rude, incompetent, and tasteless of you to try to belittle a genuine former customer.
Again, avoid this company, please. They are the worst you can possibly imagine. Please go to ANY other office provider.
I understand that you’re frustrating re the closure of your centre. I have already responded to your multiple online posts, although you’re behind different nicknames each time.
I will not explain again why this centre had to close; we have been in touch several times already..
Our customers were all offered with the possibility to relocate to a similar office in a close by centre, or end their agreement with us.
We ended your agreement on 21 September 2021 and I can see you requested your retainer refund online, providing your bank account details.
As a reminder, you should receive your refund within 45 days after your end date. It’s an automated process.
You have my details, as you’ve been in touch with several agents of my team. Please do not hesitate to contact us should you have other questions.
Thank you
Sandra Melody
Head of Customer Services
Replied
Refund
Dears, We are Maximus Gulf Co in Saudi Arabia, We are waiting for refund from Regus Riyadh office since 20th June'2021.
Below is the email thread copied. No proper response over email.
Dear Nouf alhizan,
Good Morning.
Waiting for your reply.
Kind Regards
Saboor Kunhikandiyil
Facility Manager
MAXIMUS Gulf
Tulip Tower, 8th floor
King Fahad Road, Opp. Kingdom Tower
P.O.Box 63838
Riyadh 11526, KSA
Office: +[protected]
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Monday, September 20, 2021 3:29 PM
To: Alhizan Nouf
Cc: Khaled Mohei ; Amjad Ayman Al Madhun ; riyadh moontower
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Importance: High
Dear Nouf Alhizan,
Good Day to you.
As agreed - We are waiting today, Monday, for your confirmation with the transfer slip.
Kind Regards
Saboor Kunhikandiyil
Facility Manager
MAXIMUS Gulf
Tulip Tower, 8th floor
King Fahad Road, Opp. Kingdom Tower
P.O.Box 63838
Riyadh 11526, KSA
Office: +[protected]
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Thursday, September 16, 2021 11:37 AM
To: 'Alhizan Nouf'
Cc: 'Khaled Mohei' ; Amjad Ayman Al Madhun ; 'riyadh moontower'
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Nouf,
Based the conversation you had through phone with Mr Amjad in the matter of refund the deposit.
Please find below bank detail:
Bank Name : SABB
Swift Code : SABBSARI
Beneficiary Name : Maximus Gulf Company.
IBAN : SA3645000000011391117001
As agreed with Mr Amjad, Kindly share the transaction receipt by Monday 20th Sep'2021.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Monday, August 23, 2021 8:48 AM
To: 'riyadh moontower' ; 'Khaled Mohei' ; 'Alhizan Nouf'
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Importance: High
Dear Khaled,
Please let us know if it is transferred.
Our finance need to clear this now for auditing purpose.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Sunday, August 15, 2021 8:17 AM
To: riyadh moontower ; Khaled Mohei ; Alhizan Nouf
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Good Morning.
Hope we can have the refund today.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Thursday, August 12, 2021 12:56 PM
To: Saboor Kunhikandiyil ; Khaled Mohei ; Alhizan Nouf
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Dear Mr. Saboor,
Good day,
I'm really sorry for delay,
We are only in the last process to make sure that there are no dues on both sides.
I appreciate your patience.
Kind regards.
Moon Tower team
3000 locations, 900 cities, 120 countries
M floor, Moon tower, AlRahmaniya, King fahad branch Rd.
PO Box: 231772, Riyadh 11321
Kingdom of Saudi Arabia
T: +[protected]
F: +[protected]
Connect with Regus
________________________________________
From: Saboor Kunhikandiyil
Sent: Thursday, August 12, 2021 09:05 AM
To: riyadh moontower ; Khaled Mohei ; Alhizan Nouf
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Can you please update the status of payment.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Tuesday, August 10, 2021 9:37 AM
To: 'riyadh moontower' ; 'Khaled Mohei' ; 'Alhizan Nouf'
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Good Morning.
Kindly update with the date of transfer.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Monday, August 9, 2021 5:33 PM
To: riyadh moontower
Cc: Rana Abdulnasser Al Madhi ; Waleed Mohammed Mustafa
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Regus Moon Tower Desk,
Please find below Account Details and CR copy attached.
Bank Name : SABB
Swift Code : SABBSARI
Beneficiary Name : Maximus Gulf Company.
IBAN : SA3645000000011391117001
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Monday, August 9, 2021 3:06 PM
To: Saboor Kunhikandiyil
Subject: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Dear Saboor,
Good Day,
Kind reminder .
1. CR
2. Bank Details
Kind regards.
Moon Tower team
3000 locations, 900 cities, 120 countries
M floor, Moon tower, AlRahmaniya, King fahad branch Rd.
PO Box: 231772, Riyadh 11321
Kingdom of Saudi Arabia
T: +[protected]
F: +[protected]
Connect with Regus
________________________________________
From: Saboor Kunhikandiyil
Sent: Monday, August 9, 2021 11:28 AM
To: riyadh moontower ; Alhizan Nouf ; Khaled Mohei
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Mr Khaled,
Good day to you.
As discussed last day - Request you please reply with a definite date, our finance needs to know.
It is been long time I am following.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Wednesday, August 4, 2021 2:11 PM
To: 'riyadh moontower' ; 'Alhizan Nouf' ; 'Khaled Mohei'
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Mr Khaled,
@'Khaled Mohei' Could you please help on this, since it is taking very long time.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Sunday, August 1, 2021 12:04 PM
To: 'riyadh moontower' ; 'Alhizan Nouf' ; 'Khaled Mohei'
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Please update.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Wednesday, July 28, 2021 3:23 PM
To: 'riyadh moontower' ; 'Alhizan Nouf' ; 'Khaled Mohei'
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Kindly help.
This is taking longer than required time.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Tuesday, July 27, 2021 1:58 PM
To: riyadh moontower ; Alhizan Nouf ; Khaled Mohei
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Thanks for your reply.
Could you please get an update after you check with your finance.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Tuesday, July 27, 2021 9:43 AM
To: Saboor Kunhikandiyil ; Alhizan Nouf ; Khaled Mohei
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Dear Mr. Saboor,
Good Day,
Apologies for delay.
I'll check with finance team and get back to you.
Thank you
Kind regards.
Haifa Alkahtani
Community Associate
Moon Tower team
3000 locations, 900 cities, 120 countries
M floor, Moon tower, AlRahmaniya, King fahad branch Rd.
PO Box: 231772, Riyadh 11321
Kingdom of Saudi Arabia
T: +[protected]
F: +[protected]
Connect with Regus
________________________________________
From: Saboor Kunhikandiyil
Sent: Tuesday, July 27, 2021 09:27 AM
To: riyadh moontower ; Alhizan Nouf ; Khaled Mohei
Cc: Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Good Morning.
Can you please update on this. It is taking unusual time I believe.
Please help us.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Thursday, July 15, 2021 10:05 AM
To: 'riyadh moontower'
Cc: 'Alhizan Nouf' ; Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi ; 'Khaled Mohei'
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Could you please give an update on this.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Tuesday, July 13, 2021 10:30 AM
To: riyadh moontower
Cc: Alhizan Nouf ; Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi ; Amjad Ayman Al Madhun
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Good Day to you.
Kindly, can you please check if refund is made and can you please share transfer slip.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Monday, June 28, 2021 11:02 AM
To: Saboor Kunhikandiyil
Cc: Alhizan Nouf ; Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi ; Amjad Ayman Al Madhun
Subject: [EXTERNAL]Re: [EXTERNAL]Re: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Dear Saboor,
Good Day,
I hope this email finds you.
Actually, the refund is under process if there's any update, I'll let you know as soon as possible.
Thank you.
Kind regards.
Haifa Alkahtani
Community Associate
Moon Tower team
3000 locations, 900 cities, 120 countries
M floor, Moon tower, AlRahmaniya, King fahad branch Rd.
PO Box: 231772, Riyadh 11321
Kingdom of Saudi Arabia
T: +[protected]
F: +[protected]
Connect with Regus
________________________________________
From: Saboor Kunhikandiyil
Sent: Monday, June 28, 2021 10:43 AM
To: riyadh moontower
Cc: Alhizan Nouf ; Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi ; Amjad Ayman Al Madhun
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
I hope you're doing great.
Could you please update on refund if it is done, or when it will be done.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Sunday, June 20, 2021 2:02 PM
To: riyadh moontower
Cc: Alhizan Nouf ; Waleed Mohammed Mustafa ; Rana Abdulnasser Al Madhi ; Amjad Ayman Al Madhun
Subject: RE: [EXTERNAL]Re: [EXTERNAL]Due Payment
Dear Haifa,
Thanks for your email and statement.
Our finance has confirmed the refund amount is correct. Please let us have the payment slip, once you process it.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Monday, June 14, 2021 5:25 PM
To: Saboor Kunhikandiyil
Cc: Alhizan Nouf
Subject: [EXTERNAL]Re: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Dear Saboor,
Good day,
Sorry for the delay responding,
Please find below the final statement of account, and please confirm for us to start our process .
Invoice Number Amount - Status
4576_2021_27STM 34, 374.00 Retainer
[protected]-135INV 28, 053.62 March ( M04-M08-M07)
[protected]-30STM 36, 820.20 Retainer M10-M23
[protected]-155INV 13, 693.16 M21 ( March 15- 31 March )+April
[protected]-156INV 1, 150.93 M07 march 1-15
[protected]-145INV 50, 046.05 M23-M10 April
[protected]-144INV 27, 444.60 March 15-31March
4576_2021_36STM 10, 863.00 Retainer M62
[protected]-172INV 12, 492.45 April M62
[protected]-136INV 39, 530.10 April M04-M08-M07
[protected]-220INV 29, 422.75 April M54
[protected]-195INV 103, 780.38 all offices except m54
[protected]-153CN -4, 976.03 M07 march
[protected]-154CN -7, 135.75 M07 April
Total amount 387, 671.24
Total amount Cn -12, 111.78
Total amount 375, 559.46
Total amount paid 313, 131.84
Due payment 62, 427.62
Due payment 62, 427.62
STM 82, 057.20
Refund amount 19, 629.58
________________________________________
From: Saboor Kunhikandiyil
Sent: Monday, June 14, 2021 04:17 PM
To: riyadh moontower
Cc: Alhizan Nouf ; Khaled Mohei ; Amjad Ayman Al Madhun ; Ibrahim Alzakrallah
Subject: RE: [EXTERNAL]Due Payment
Dear Haifa,
Hope you're doing well.
Can you please help on this.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Thursday, June 10, 2021 1:00 PM
To: riyadh moontower
Cc: Alhizan Nouf ; Khaled Mohei ; Amjad Ayman Al Madhun ; Ibrahim Alzakrallah
Subject: RE: [EXTERNAL]Due Payment
Dear Haifa,
How are you.
Please share us the details and we can close the case.
Thanks
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Monday, June 7, 2021 11:04 AM
To: riyadh moontower
Cc: Alhizan Nouf
Subject: RE: [EXTERNAL]Due Payment
Dear Haifa,
How are you.
Could you please let me know the final status of Access keys returned.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: Saboor Kunhikandiyil
Sent: Tuesday, May 25, 2021 2:06 PM
To: riyadh moontower
Cc: Alhizan Nouf
Subject: RE: [EXTERNAL]Due Payment
Dear,
Thanks for your email.
As I spoke to Nouf Alhizan last day, she said since we have retainer amount that can cover any shortcoming, no need to pay it, rather there will be still retainer amount we can get refund later.
For that I need your help for Account statement.
Kind Regards
Saboor Kunhikandiyil
MAXIMUS Gulf
Mobile: +[protected]
[protected]@maximusgulf.com
From: riyadh moontower
Sent: Tuesday, May 25, 2021 11:54 AM
To: Saboor Kunhikandiyil
Subject: [EXTERNAL]Due Payment
WARNING: this email originated outside of Our Company. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe. تنبيه هام: أرسلت هذه الرسالة من خارج الشركة. لا تفتح أو تنقر فوق أي ارتباطات أو مرفقات ما لم تعرف المرسل أو تتأكد من المرفق ...
Hello dear,
Good day,
This Email to remind you of May an invoice, we will appreciate your prompt payment.
Sincerely,
Kind regards.
Moon Tower team
3000 locations, 900 cities, 120 countries
M floor, Moon tower, AlRahmaniya, King fahad branch Rd.
PO Box: 231772, Riyadh 11321
Kingdom of Saudi Arabia
T: +[protected]
F: +[protected]
Connect with Regus
The information contained in this e-mail (including any attachments) is intended only for the personal
and confidential use of the recipient(s) named above. If you are not an intended recipient of this message,
please notify the sender by replying to this message and then delete the message and any copies from
your system. Any use, dissemination, distribution, or reproduction of this message by unintended
recipients, is not authorised and may be unlawful.
Desired outcome: Refund
The complaint has been investigated and resolved to the customer's satisfaction.
I’m sorry to hear you’ve had this experience. We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
Requesting your refund is easy. Please log into your online account (i.e., www.regus.com), select Account > Product and services > End Agreement, where a specific section for refund request is available. We will then confirm your payment date and amount.
You should receive your refund within 45 days after the request date. It’s an automated process. However, we will ask you to go through some security steps as part of our fraud-prevention policy.
Should you need further information, please do not hesitate to contact me at sandra.melody@regus.com.
Thank you,
Sandra Melody
Head of Customer Services
Refund
Our company relocated from CA to MO in July 2020. There's a retainer balance of $1, 616 that Regus has agreed to refund us. Regus claimed it can be applied via the website. However, there is NO button for "Request Retainer". We have contacted our Account Manager, Help Desk, Customer Service, and Sanxxx Melody (Head of Customer Services).
Long story short. Finally, we filled in a spreadsheet provided by them and checked all the bank account details with our bank to secure all the information are correct.
1) On May 4 this year, Helxxx G. from Account Helpdesk said the refund was included on May 5 2021 payment run.
We didn't receive it.
2) On August 12, Sanxxx G. from Account Help said the refund was run on July 7. We didn't receive it.
3) On August 26, Staxx Johnson, Customer Care Executive, told us the refund was included on Sept 1 payment run.
We haven't received still.
=========================
It's the 14th month we have been waiting for the refund. They either don't reply to us or gave us "some" responses, even the comments on Trustpilot, actually don't do anything.
If we finally received the refund from them, I would come to update my post. Otherwise, please note their words "We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers." -that's NOT true!
Desired outcome: Refund
Replied
Refund of Retainer
We applied for a refund of retainer on one of our office spaces we rented from Regus Annapolis MD back in June 2021. We are yet to see or receive funds, in the meantime, we keep getting harassed receiving collection emails and calls on invoices that have been paid for months, even their system show invoices as paid with zero balance.
We love the convenience of having multiple office locations to chose from, but billing and invoicing is the worst we have ever experienced.
Desired outcome: Refund Of Retainer of $5700
The complaint has been investigated and resolved to the customer's satisfaction.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
Your retainer was refunded on 09 June 2021 to the bank account details you submitted to us online, to the account ending in XXXX9539.
Even with the 5-7 days of bank delays, you should have received it
We need to investigate further; we may have received incorrect data.
A member of my team will be in touch very shortly with an update.
All the best,
Sandra Melody
Head of Customer Services
Replied
Office Rental
We (Evolve Digital) have had nothing but problems with Regus.
Our initial rental was for small office in March 2021, it had a broken door lock, loose door hinges, scratches all over the wall, blinds that were broken.
We were mis sold by Alan (the regional sales manager) that the room came with air-con, which it doesn't. In fact, after a couple weeks of complaining about all of the issues and the unbearable heat in the room, we crossed paths with a gent called Paul.
Paul explained that he was moved out of room 129 due to the unbearable heat which means that we were sold an office with the knowledge that it wasn't fit for purpose as nothing had been done to fix it since. We raised this with the staff (that have now been fired) and also Alan (sales manager) but nothing changed.
Since then, we have grown as a business and required a bigger office. We would not have continued with Regus or expanded to a bigger (more expensive) office with yourselves if it wasn't for the 12 month contract in place.
We have since moved into an office of yours that costs us close to four thousand pounds per month with the guarantee that the air conditioning would be fixed.
We are now roughly 6 months down the line and the air-con is still broken, the outside temperature is 27 degrees but inside the office it is 39 degrees. For a number of days we have had to tell our staff not to come in these unworkable conditions.
We demand that we are reimbursed for the past six months of rent or receive the next six months free of charge, otherwise we shall be taking legal action. We have a log book of every problem that has arisen, the dates and the members of staff that we have repeatedly requested to sort.
We shall also be taking you to court for our loss of earnings due to the fact that staff have been unable to work from the office that we rent, we haven't been able to interview/employ new staff for our rapidly growing business but also due to the fact that we haven't been able to invite clients to the office for meeting due to the unbearable heat.
We are also inclined to invoice you for the time that we have spent on this matter.
Everyone in the building has had the same/similar issues and it wouldn't surprise me if they all take you to court too.
I suggest that we are reimbursed and that you investigate a number of problems internally:
Heating (priority)
Restoration of offices (prior to them being sold)
Staff churn
Litter picking on the premises
General maintenance and upkeep
Cleanliness of building in general but also that our office hasn't been cleaned in six months.
The fact that the building has no opening windows to allow flow of fresh air
No bins in our so called serviced office
The only positive in the past six months, is the great attitude of one member of staff, Nicola. Despite all the issues not being fault of hers, she has stayed persistent with the efforts to sort the mess that your building is in.
Desired outcome: Reimbursement & fixing of all the issues listed
The complaint has been investigated and resolved to the customer's satisfaction.
I am very sorry to read your comments, but thank you for escalating this.
At Regus the maintenance of our facilities is very important and we can assure you of our highest standards.
I have immediately sent your message to the relevant Operations team and am making enquiries to put the matter right.
I will ensure that you’re being contacted within the next few hours to discuss the situation.
Should there be anything else you wish to add, please do not hesitate to contact me at sandra.melody@regus.com. Your case reference is C-6399898-Y6W3.
Again, I apologise if we haven’t provided you with the level of service that you expect and deserve from Regus. Regardless of the reason, I understand how frustrating it can be and will follow up, to ensure the situation gets resolved.
Best,
Sandra Melody
Head of Customer Services
NB: Thank you for your comments about Nicola. I will share them with her line manager.
Unfortunately Regus doesn't seem to care. That is exactly the type of stuff others have been telling me. I really wanted to rent an office from them since they are close to my home, but I just can't do it !
Replied
Services charged not used
I have been charged for services I have not used since February 12, 2021. This is regarding the Lee Park location in Dallas Texas. Since then have been in contact with the community manager and one other person who 1st told us they would look into it and offer credit, then told us maybe the credit would only be for two months and finally that we would not...
Read full review of Regus
Replied
Paying for service I cannot use
The virtual office was not available because mail forwarding became unavailable halfway through the contract after an internal review spurred on by a USPS audit found that we did not have the correct documentation. This is an audit that should have taken place BEFORE we were allowed to sign up, not halfway through the contract. There was no way for me to...
Read full review of Regus
Replied
Harassing me to pay for a service I never agreed to
I have inquired with Regus Colombo for an office space rental via telephone on 2nd of July 2021. (Someone named Raj contacted me) They emailed me a proposal for office rental agreement. Before I even had the chance to login and review the agreement, they sent another email with the title "Invoice". (Note that I have not even had the chance to read and review the agreement at this point) Upon opening this invoice, I noticed that in the itemized breakdown of pricing, there was an item called "Activation fee". I assumed that this means unless I act upon contract by paying for the invoice, there will be no valid contract as it is not "activated". I have not signed, or verbally agreed to anything at this point as I haven't had the chance to review their terms and conditions. According to the person who called me regarding this inquiry, I have to login to their service online. I wasn't able to login as they have't sent me a code that is required to login. (Even to this day, I have not been able to login to my regus account) I was very dissatisfied with the poor service and decided to simply forget about it.
Fast Forward to 30th of July (The proposal for the office rental agreement was supposed to commence on 1st of August), I get a call from another person from Regus saying they're calling to remind me about my rental agreement and sent me a copy of a contract. At this point I have never even seen this contract let alone agree to it. The signature field in the contract had my name typed on to it. (Name typed on with digital font instead of a signature) I called and told them this is ridiculous and I have never agreed to anything like this. Even if I wanted to rent this space, there is not enough time for me to mobilize as this as it is already 30th of July and proposed contract is supposed to commence on 1st of August. (Less than 24 hours at this point)
I decided to not engage with this anymore and they kept sending threatening emails demanding me to pay or incur late payment fees, administration fees etc and they threatened to go for legal action to collect payment from me for a service I never had the chance to review and agree to, a service I never used once, on an account I have never been able to login at least once. I need advice on this situation. Can you be kind enough to help me in this regard.
Desired outcome: Stop harassing me.
"Please understand that we cannot cancel agreements once they’ve been signed"
I refuse to acknowledge the existence of a contract in the first place. I only requested for a "proposal". I didn't sign any agreement. That's the whole point of this complaint. To this day, I haven't even once logged into anything in Regus website. Why do I have to login to some account I never logged in the first place, just to get your people to stop harassing me? If this continues, I will take this matter up with Consumer Affairs Authority of my country.
I was really outraged with the bitter first impression I got with my encounter with Regus and I was indeed in first stage preparation for litigation. Although the experience has left me with a bad impression overall, Sandra Melody's team here did indeed do an outstanding job to go above and beyond to resolve my problem quickly and amicably, and I am grateful for that.
I am sorry that you felt the need to escalate online, and apologise for your experience.
Transparency is key to us and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed.
Please understand that we cannot cancel agreements once they’ve been signed and some advanced warning is necessary should you wish to end with us.
However, we will investigate with your sales consultant and clarify your concerns. A member of my team will be in touch.
Side note: Ending your agreement is a simple process, which you should confirm through your online account (“Account” section) at www.myregus.com. Your termination will be confirmed shortly after by email.
I apologise if you weren’t aware of this.
Please remember that your centre team is available to answer any of your queries. Alternatively, you can contact me at sandra.melody@regus.com if I can help further.
Regards,
Sandra Melody
Head of Customer Services
Sathimantha,
You cannot trust Regus. They have treated me and so many other customers atrociously. They use tactics to threaten and make you believe you are backed into a corner. Do not give in to these bullies.
Replied
Retainer has not been returned
Hello, it has been 30 days since my agreement ended, and my retainer of more than $3000 has not been returned despite the fact that I paid every invoice on time during my entire agreement and Regus has already charged me a restoration fee (probably to repaint my office). I requested my retainer to be returned through the app as required and entered my bank information, and the app is showing that my full retainer return has been requested. My bank information is correct. Please return my retainer today to my Citizens Bank account as input into the app. Please contact me immediately at [protected] to confirm this will happen today. - Jean-Paul Des Pres
Desired outcome: Immediate Retainer Return
The complaint has been investigated and resolved to the customer's satisfaction.
Thanks for getting in touch. We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
Your agreement ended on July 31, and I could see that you requested your refund online. However, according to your portal, the bank details that you submitted need to be amended.
Please can you log into www.myregus.com, go to Account, Billing and payment, then Retainer balances? You will see the notification there.
Please let me know once resubmitted so I can ask our Payments team to ensure your refund is still scheduled by the end of this month.
I will await your message at Sandra.melody@regus.com. Please do mention the reference C-6344208-R7P8 in your email so I can easily find your case.
Thank you,
Sandra Melody
Head of Customer Services
Replied
Still waiting for the refund - the 13th month!
Dear Sandra,
My company is still waiting for the refunds from Regus, which are a Partial Retainer Balance of $1, 616 and a late fee of $29.95. In total $1, 645.95. Have emailed Helpdesk a couple of times and emailed you on August 9, 2021 about all the details.
On Aug 12, 2021, we received an email from their Help Desk saying a part of the refund has been processed in July. But apparently, we received nothing!
I emailed back to Help Desk for a double-check. No response again.
Please let me know when we can actually receive the refunds of $1, 645.95. Thank you!
Desired outcome: Refunds
Screenshot showing the last conversation and we can't even submit a ticket on Regus.com.
The complaint has been investigated and resolved to the customer's satisfaction.
I’m sorry if we haven’t responded to your previous email. Your retainer refund was processed but I’ll ensure you’re provided with a proof of payment and more information about it.
Please rest assured I fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers, through their online account.
In your case, I've heard you couldn’t ask for the refund online and I’ll investigate now why not. We may also have received incorrect bank data.
A member of my team will be in touch very shortly with an update.
Thank you,
Sandra Melody
Head of Customer Services
Replied
Unethical behavior and breach of contract by regus staff
Please read the following facts wherein i have raised to the Centre and the Customer relations team several times:
1. In less than 2 days, my desk has been changed three times. After i signed the document, i was refused the work desk i was committed to be given
2. The Centre team was unprofessional enough which made me leave the premises on the 2nd day of the agreement
3. I have dropped a note to the team on that day itself and since then I am following up with the team to resolve the issue.
4. Frustrated and harassed at the end of the Regus team, i had to rent out another space with another office and i have settled there
5. I am following up with the Customer Relations team and Centre team. They are simply not responding (please find attached my email follow-ups) All in vain
6. I have been charged another erroneous bill over the last weekend when I have not even visited the premises since July 15, 2021
7. There are follow-up emails for recovery the amount and the centre is not even bothered about my concern
Does Regus want me to pay INR 31, 881 for attending the office for 2 days after which Regus staff has breached the contract and failed to meet their commitments ?
Please help me to escalate this.
I am willing to pay to the charges for the 2 days i have attended the office and i urge to take appropriate action against the Centre team at the hands of whom i am being harassed for a long time now.
Desired outcome: Resolution of this conflict where the centre team has failed to deliver as per the commitment bringing Bad name to Regus
Can i request to reach out to allow me share all the details with you wherein you can witness the harassment i have faced at the hands of the Regus Centre Team.
Shifting my belongings thrice in 2 days and raising wrong bills on me
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for reaching out and I am sorry to hear of your recent experience with your Community team.
Regardless of the reason, I understand how frustrating it can be and apologise if we haven’t provided you with the level of service that you expect and deserve from us.
I have immediately asked your local Regus management team to investigate and deal with your query as a priority. They will contact you very shortly to discuss it.
In the meantime, should you want to add further comments, please feel free to contact me directly at Sandra.melody@regus.com.
Please note that you can review your agreement, invoices, check and amend your services at any time using your online account by logging on to www.myregus.com.
All the best,
Sandra Melody
Head of Customer Services
I would like to cancel my virtual office with Regus asap! I was told that I can’t cancel because they have NO cancellation policy! This company is a total waste of money! I need to know how I can cancel and I don’t want to wait 12 months! They collected enough FREE MONEY FOR NOTHING! Please advise!
Replied
Customers turned away- Virtual office
Dear sir or madam
I could not express how disappointed I was to learn this morning (10 August) that calls to my business number have been turned away all this time. This was highlighted in one of the emails received from one of my business service providers that DebtRid solutions is unknown and is not registered on the system (Regus Constantia Kloof, Johannesburg).
I last had a call transferred to my cellphone number from the office on 1st of June 2021 until this morning when I received an email. I immediately contact my service provider to understand what he was saying on the email, and he explained to me that this was not the first time experiencing this when calling my office number and that happened on the 28th of June as well. He also mentioned that they were starting to believe that my business was a fraud and that they were about to report and remove it from their system.
I called my so-called office number [protected]) afterwards to confirm this and the lady told me that she does not know DebtRid solutions and that it is not registered in the system. You cannot believe my shock.
To say the least, this has had profound consequences to my business as I currently do not know how many people have tried to reach out to no avail. People believe and trust companies that have or uses landline numbers rather than cellphone contact (even though there is a cellphone contact number as an alternative), and if the office number is unknown, this means no business.
Technically, I have lost a full two-months of no business, as a result.
I will impatiently wait for your advice on how we should resolve this loss.
Thank you
Sellina Nkosi
DebtRid Solutions
[protected]
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for reaching out and I am sorry to hear of your recent experience with your Community team.
Regardless of the reason, I understand how frustrating it can be and apologise if we haven’t provided you with the level of service that you expect and deserve from us.
I have immediately asked your local Regus management team to investigate and deal with your query as a priority. They will contact you very shortly to discuss it and I will personally follow up.
In the meantime, should you want to add further comments, please feel free to contact me directly at Sandra.melody@regus.com.
Please note that you can review your agreement, invoices, check and amend your services at any time using your online account by logging on to www.myregus.com.
Many thanks,
Sandra Melody
Head of Customer Services
Replied
Regus agreement extension: Regus Arlington, VA
So I have signed a 12 month lease with Regus last year. having used Regus before, I told the sales specialist (Sajid Amin) that I will be only taking 12 month contract, without further renewal or whatsoever. in June Regus sent me an email asking me asking if I would like to "Extend" the contract to another 6 months or 24 months or no renewal at all. the...
Read full review of Regus
Replied
Retainer refund and late fee
Unfortunately, I have TWO issues with Regus: Account name: [protected] 1) Our company relocated from CA to MO in July 2020. There's a retainer balance of $1, 616 that we require to be refunded. Our Account Manager told us to get it done via Help Desk. The Help Desk directed us to their website. The issue is, there is NO button for "Request Retainer". We...
Read full review of Regus
Replied
Regus lies about returning deposit - 4 months later deposit not returned - thieves
Do not get an office w/ regus - they are liars & thieves.
My contract (office space) ended April 30, 2021
Contract states deposit returned no more than 30 days after last day -
It is July 31, 2021 Still no deposit - The office space managers do not have a contact number or are of any help whatsoever. I keep emailing regularly and only response is - 1. We will look into it, or 2. It has been processed. Both LIES.
I was told my bank info was incorrect - which I have changed now 3 times, 2 of which while at the bank to ensure accuracy. Still no deposit.
Regus will steal your deposit like they stole mine>
They claim requesting and receiving your retainer is easy, but it is a lie. I have requested my retainer twice now. - May14, 2021 - first time after I finally called they said something was wrong with my routing number — ok corrected June 20, 2021 Still nothing. Finally after countless emails I am told it will be processed with the June 30th 2021 batch of payments. TODAY IS July 17th and I don't even have an update and to top it off they have gone dark. None of my emails have been answered. I can't get through the phone, the manager at the office I used can't/doesn't help.
So now I'm out a few thousand for absolutely no reason. There are better option. Keep looking and move on from this garbage company full of crooks. Unless you love getting your money stolen and lied to your face. 3 months have passed. — their website states up to 30 days until you get it back.
Trash company
Update July 22, 2021 — still liars and thief's. Still ZERO STARS Worst company ever, do not do business with them
I received an email and obviously a follow-up to this post - the email stated the retainer was initiated on JULY 8th 2021. And it should be in my account "tomorrow if not by today" supposedly it takes 7 business days for funds to be reflected in account. It's now 11 days since they claimed to have sent the retainer back. And NOTHING it's just lie after lie I can't even respond to their emails directly so I am forced to go through the same steps over and over again. I repeat do not use regus they will steal from you. They are dishonest people
UPDATE July 28, 2021
Still have not received my retainer. I was emailed that it was processed - by what seems to be a generic name and email, which I cannot respond. I was also told I would have an update by Monday at the latest, yet it is now Wednesday - I stopped being a member on April 3 months later, I have realized that Regus just steals your money, and when you ask about it, they say they are looking into it and then they vanish... They are crooks and thieves, stay away at all costs.
Desired outcome: I would like my deposit back and proof it was actually processed or proof that the banking information was incorrect after attempted process
The complaint has been investigated and resolved to the customer's satisfaction.
We acknowledge receipt of your multiple escalations. As we’ve already told you, we’re not trying not to refund your retainer. You initially entered your bank details through your online account on 15 May 2021. Unfortunately you made some entry mistakes and your retainer wasn’t refunded due to incorrect bank details (you can check this through your account at myregus.com, where the status of your retainer stands). We invite you to re-enter your bank account details through your online account so we can reprogramme your refund.
Thank you,
Sandra Melody
Head of Customer Services
Replied
Unfair/fraudulent practices by regus
This is my third review on this board. Sadly, this is the only way for us to get any response from Regus customer service so far. Direct emails go unanswered. No way to contact anyone from the custom service via phone. Submitting a ticket through the help desk is a complete waist of time. The responses that come back don't make much sense and there's no way to follow up on them other then submitting another ticket... and on it goes.
Facts:
1. Regus made some billing mistakes and charged us late fees for several months. Throughout the entire ordeal we continue to pay our monthly fees on-time.
2. We spent 6 months fighting those charges including posting negative reviews on this board to get Regus' customer service attention.
3. About 5 months ago all late fees were finally refunded and our account was cleaned up - or so they said.
4. At some point, Regus engaged a collection agency supposedly for unpaid fees. Those are the same fees that were credited back to our account. This is evidenced by numerous emails.
5. When asked about the collection agency, Regus first responded that this was a mistake and told us to ignore. To the follow up enquiry they stated that the claim would be cancelled within 48 hours (as evidenced by the attached email). That was over 4 months ago. To this date we are being chased by the collection agency and are forced to retain legal counsel.
6. And if this is not enough, Regus just charged an administrative fee to our credit card on file without any prior notification or our approval. It turned out that the fee was being charged by the collection agency. Not only are they trying to collect on invalid debt, but they are also making unauthorized charges to our credit card.
Dear Sandra Melody (that responds to these complaints),
... I better not say anything here, because nothing nice comes to mind.
And to everyone who is researching Regus... enough said.
Desired outcome: Collection agency claim cancelled. Escalated to the C-level executives. Reimbursed for legal expenses. Written apology sent to us and our legal counsel copied.
Dear Sandra Melody,
It appears that everything in your response is a LIE. I have emails to prove every point below.
"Regus takes customer service extremely seriously and we’re committed to resolving this matter promptly."
I sent several emails to you personally and the custom service. NO RESPONSE.
"few invoices were paid late in the past, which justified late payment fees."
This was the result of Regus billing errors and the late fees were completely unjustified. This was later acknowledged by the Regus customer services. We were told that the fees were refunded, and they were cleared from our account. HOWEVER, they somehow ended up with a collection agency.
" that your account was transferred to a debt-collection agency at some point."
We escalated to Regus and were told not to worry about it. Also, were later told that the debt-collection agency claim will be pulled.
"I am glad we could find some arrangements and happy to see your account current, in good standing."
Yes, we make our payments on time, but you still haven't pulled the agency case!
"Administration charges usually refer to previous payments rejected by the bank."
No, our credit card was charged by the debt-collection agency without our consent. This was confirmed by Regus custom service.
"I will have a member of my team contact you to go over your account and clarify any concerns."
Received a single email asking for details. Replied several times, asked for an escalation... NO REPLY from Regus.
"You have the contact details of our account helpdesk, as well as mine. Please feel free to reach out to us directly if you have any additional information to share."
We have sent you several email, but you completely ignored them.
The complaint has been investigated and resolved to the customer's satisfaction.
We apologize if you’re still being contacted by a third-party collection agency. We show on our side that this was already pulled but we’ve reached out to them again to make sure the matter is closed and you are not longer contacted.
I see that a senior of my team reached out previously and has reached out to you again today. She will be the one to take care of your concerns and account going forward till this is brought to a resolution.
Best,
Sandra Melody
Head of Regus Customer Service
We acknowledge receipt of your complaint. Regus takes customer service extremely seriously and we’re committed to resolving this matter promptly.
Having checked your records (and please remember that you can check your statement of account online, through myregus.com, so we both see the same data), I can see that a few invoices were paid late in the past, which justified late payment fees.
I can also see that you received payment reminders and that your account was transferred to a debt-collection agency at some point.
I am glad we could find some arrangements and happy to see your account current, in good standing.
Administration charges usually refer to previous payments rejected by the bank.
I will have a member of my team contact you to go over your account and clarify any concerns.
You have the contact details of our account helpdesk, as well as mine. Please feel free to reach out to us directly if you have any additional information to share.
Thank you,
Sandra Melody
Head of Regus Customer Service
Replied
Office space
Currency Godz LLC
[protected]
Company Name: Currency Godz LLC
Company CEO: Robert Richie
Contact: +[protected]
Location: Schaumburg IL
Regus Office rented: Woodfield Preserve Schaumburg IL
Lease period: December to March 2020
It is now 16 weeks and we have yet to receive the retainer refund when the website stated 4-5 weeks?
Called the main office multiple times but did not receive reply. This is really bad customer service. If you have a helpdesk contact, we would expect a 24hours reply.
Please advise what can we do to get back our retainer refund?
Appreciate your immediate reply.
Thank you!
The complaint has been investigated and resolved to the customer's satisfaction.
We acknowledge receipt of your complaint. 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 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 apologize. 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”.
I will ask a member of my team to contact you and discuss any pending questions. In the meantime, please do not hesitate to contact me directly at sandra.melody@regus.com, with ref. C-6178540-K1P6.
Thank you,
Sandra Melody
Head of Customer Service
Regus Reviews 0
About Regus
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4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Regus. Mention specific key areas such as customer service, office conditions, billing disputes, contract terms, or any other relevant aspects of your interaction with the company. Include details of any transactions, clearly outlining the nature of the issue. If you have attempted to resolve the issue, describe the steps you took and the responses received from Regus. Explain how this issue has personally affected you, whether it be through time lost, financial impact, or stress.
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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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