Regus
Reviews and Complaints

Since I need to stay home to take care of my daughter until schools are open I don't need my space for now. I have a clause in my contract (No. 41 in the attached picture) that lets me to change my room in the center and go to another room. But they say the word "move" here means "upgrading"!
I want my room to be changed to a shared room. Whenever I need a bigger room again I will ask to change to a bigger room again.
I have attached the picture of a part my contract in which it gives me the right to change my room.

My membership expired on 7/31/2020, as indicated in the attached screenshot.

Expectation was that membership would lapse, and I would not be charged. Did not notice that this was not the case, called accounting number to discuss.

Was told that the expiration date display was a system error, and could not be refunded what was already billed. Furthermore, I should have proactively terminated my agreement. Asked for instructions on how to do that, was directed to navigate to the second attached screenshot.

Another (or the same?) system error resulted in that link being missing, which contributed to my original assumption that the account had been terminated.

Unfortunately, "Regus does not issues credits", and only the system error could be resolved, i.e., expiration date could be removed, and my ability to proactively terminate my account, *which was what I was told I should have done in the first place*, could be restored.

In addition, I was offered a choice of two COVID relief packages, which basically amounted to signing up for either 1 or 2 more months of payments for a service I cannot use, due to COVID (ironically).

All in all, a very disappointing experience with Regus / IWG. If any customer representatives would like to reach out to me, I would welcome some further explanation.

In Feb 2020 when my contract was about to terminate, I had confirmed with your accounts team about refund of the retainer deposit. They mentioned it would be done in 45 days and now it is August 2020

My registered email ID is piyush.[protected]@acmatix.com and room number was 1115 in Earth Arise, Ahmedabad.

This is fraud that is being committed.

We been waiting more than 12 weeks for a solution from Regus but without success. Regus have requested that we pay in full for the lockdown months which is ridiculous as other on the same floor have had discounts applied and considering the situation, your organisation should be more understanding!

We have a trail of proof regarding various emails, calls and voicemails left, since March which have been ignored continuously on top of that we have been treated by your staff with arrogance and attitude which is very unprofessional, this constitutes as negligence and is a breach of your Regus Service contract!

Your staff continuously laugh on us saying that we can not get the attention of any of the above managers and they will not give as any email address to ask a solution above the center team and helpdesk team. I believe that can not be true as your organisation it is worldwide and for your staff to say that it is really embarrassing.

Regus last year cancelled our contract which at the time we had a call with you and then asked you to cancel the proposed contract to which you said was illegal and couldn't happen but yet you could cancel ours? This has been a consistent problem with Regus messing us around and we fed up with this and want something sorted out regarding the initial question!

We have been trying to contact you guys since the end of March to sort out the account but without any success as you never pick up the calls or listen to the voice messages and have spoken to many colleagues who keep telling us that their is no issue such as (Sam, Gintare, Freida, Iveta, Pierre, Omer, Vera account helpdesk etc)

Workspace Group Plc, BE offices and WeWork businesses which have been reasonable with their customers during the lockdown time and even going forward... why is it Regus cannot be accommodating?

This it is negligence and it is a breach of the contract conform to the Unfair Contract Terms Act 1977.

Please kindly review the situation and get back to us as soon possible, we been waiting for months for Regus to get back to us and never did it with any solution. We cannot return to the office due to this issue and need to get things ready and its really frustrating.

We always get problems with REGUS so please correct this otherwise we will have no option but to move forward with the next steps.

This actually started on the first day I entered into the agreement with Regus. When I decided to sign an agreement with their Moscow office in mid-Jan (for the business lounge only), I was told to pay for the rest of Jan and full Feb so as to get access. Ok - did that and started. Since that time nobody never contacted me re payments regime or anything (client-oriented business). Business as usual - my "manager" Ms. Sabina Tsyganova spent her time on selling me a contract, that was enough.
So next payment was made by the end of Feb (for March) - because I was mislead that its due for a forthcoming month (not two months in advance as it happened to be).
When Covid situation started no business-lounge services were provided in April and May in Moscow, so I didnt even think of paying for this but was surprised to see new invoices and terminated my contract (with settled termination date of 31 May).
Again - after no calls and no other attempts to contact me I was informed in the end of June by the e-mail robot that all invoices from Regus are unpaid, and this is going to be fixed by lawyers and debt collectors. After spending couple of weeks on sending proof of payments fo Jan-March they insist on paying for April and May. The only argument is "you should do that according to the contract" (Valeriya from devt collection team repeated this 3 times in her e-mails). Apparently this is stronger than "Regus didnt provide any services to me in April and May". Which argument should be stronger in the court?
My account code - [protected].

Regus is making money by hiding the cost structure in small print, locking you down in contracts you can't get out of, money extortion, misinformation, no liability for not providing the services they charge for, and now the small business relief claim in the UK which I just started getting to the bottom off. Using small businesses to make money this way is probably the most evil thing I've seen a big corpo do in a while. I am looking for Regus present and past customers with similar experiences, and a lawyer that will help us fight it.
Here is some more information on what happened to us:
• I first got membership for a shared office space for me and my team, which after a few months got so full that there was nowhere to sit
• After a few months of struggle we finally got our own office space in Regus London where ID cards, doors, printers and toilets weren't working. The number of desks that we requested wasn't provided, we had to wait for weeks for ID cards to access the office, and were told to use the toilet in a cafe across the street on numerous occasions. We did not receive any compensation although multiple complaints have been raised.
• When upgrading to the private office, we were asked to sign a new contract. After a few weeks from the upgrade I started seeing random amounts of money leaving our bank account with no explanation
• In the same time we started receiving letters from the debt collection office saying we have payments outstanding.
• It took 4 months and 5 different people from the London office and the accounts helpdesk to find out that we in fact have multiple different accounts set up that we're still being charged for, none of which were set up by us.
• Every person that has helped us get to the bottom of what we're paying for or why we have so many accounts opened has either left or disappeared after a few weeks leaving us no choice but to start from scratch. This has been by far the most stressful and energy draining customer service process we've ever experienced
• After months of chasing and asking we finally found out what the additional charges were referring to a page of a document which is linked to the T&C which are linked to the payment page when you first open the office account. These T&Cs were accepted in a form of a tick box and I have not seen them or received a copy of it or supporting documents ever since, let alone been notified of all these extra charges that would be applied.
• Having asked if we can terminate the contract due to Covid we got a straight-up ‘No'. We are also not allowed to downgrade the room to a smaller one, even though our team has gotten smaller and everyone is working from home.
• We've been asked for weeks to fill in the small business relief form, and found out that Regus is going to keep all the money which they recover on our behalf.
If anyone can relate to this or have been through legal proceedings with Regus I'd be very grateful for some advice.

Hi, We have been in contact with the local administration of Regus PH but until now, it seems that the issue was never resolved. We were asking if we could hold off or have a HIATUS on our rent whilst on lockdown (from March 28, 2020) since we are unable to use the office space and our business also has no means to make payments since we are closed and we do not have any income at all. I have been constantly "BEGGING" JULLIAN BALUYOT, CHERYL CANAPI and VALEIRY FLORES if they could stop it. We resorted ending the contract and asking for refund of retainer, but your staff is stronghold on inisisting that we need to pay. AGAIN, DUE TO THIS WORLD CRISIS, WE CANNOT PAY ANY RENT. We are planning to reopen by August or September, and if God knows when that time comes if we're really still going to reopen or not.

I asked Regus to terminate my order for an office at Swansea HQ due to COVID-19 but they seem unwilling to accept my request.

To clarify, I ordered a small office that was in the process of construction so I had not moved in.

The last email I had from Regus was as follows:
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• A discount of 50% on both your April and May monthly Office fees
• Convert your existing agreement to a fixed-term agreement for 3 months at the same price

How do I accept this offer?
Please reply to this email with the words "Offer approved" and we will take care of the rest.
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Why on Earth would I want a discount on an office, which I can't use, together with an increase in the contract notice period when I have already cancelled my order?

I have however had a demand for restoration fees for an office which I have never occupied? My understanding is that restoration fees are to cover the cost of redecoration at the end of the occupancy. As occupancy has never taken place I believe Regus are trying it on.

I am a long-standing customer of Regus having rented an office at their Trafalgar Square facility. I don't think this behaviour encourages brand loyalty?

A suggestion from their customer complains department that my grievance is due to my company being in financial difficulty is incorrect. My complaint is solely motivated by their behaviour.

Mark

Good day,

I have been struggling to get my refund from Jan 2020, Account number in question is [protected]

I keep sending emails to help desk and the agent by the name of Elana M, keep promising me lies

I have already supplied my bank details via email as per request but nothing is happening

Can I get my money paid into my account please

Regards
Fikile

I have an office since 3 years with regus india
However due to coronavirus my business is finished and i have no money
I want to end the contract with regus prematurely

What is the procedure to get back my refund of deposit and advance paymwnts. Nobody in india office is replying as office is [censored] for last 10 days

Please can u advise who to get in Touch with to get my refund

First of all, I should thank Regus for the facilities they provide. I have always been happy being a member of Regus although I have used my desk for 4 times for the past 12 months. (My Regus Account No: 9566060)

However, now I am not happy how I have been treated in regards my request: On 17th of March 2020 I sent the following message to Regus Local Manager: "Following recently introduced regulations by the Prime Minister B. Johnson, due to my current health condition ( coughing ) I remain home by self isolating myself from now on. Moreover, since it is not safe to be in the workplace these days as recommended by Health professionals - I have to stay at home.

Taking into account the above circumstances I would kindly request you to stop my contract on the 31 March 2020 instead of 30 April 2020 as written in the email below. I can not afford paying for the month (April, 2020) while I won't be working in the office and my business will stop, being self-employed, I don't have any income to support my family during the lockdown period. I will pass the keys to the reception REGUS at One Victoria Sq before the 31.03.2020. "

To this email I received a "No" from the community manager: "Unfortunately at this time, I am unable to get approval for your agreement to end any earlier than 30th April 2020".

Please help me to end this contract 31st of March 2020 which is in fact the last month of my 12 months contract. ( for your information, The 30th April 2020 - came from the auto-renewal of my current contract where I had to cancel the renewal Regus insisted me to pay at least for the first month of the recently auto-renewed contract. )

I kindly request you to cancel my current contract on the 31st of March 2020 and refund the Deposit and the amount I have already been charged for April 2020.

Please help me to sort this matter as soon as possible.

I thank you in advance for your kind assistance.

as a contract, we can decide to downgrade the contract, but when I applied, the 30 Moorgate, spaces, EC2R 6DA just said, they can not do this and didn't say when they can. they do not consider client position at all, nor ignore client rights.
they are unprofessional and violate customer rights.
I will not be having any contract with them anymore.
hope to have solved on this.

Hi,

I hope you're well and apologies for the out of blue email. I'm a client of Regus at the spaces centre in Park Royal. Our personal dealings with Regus up to this point have been fantastic and I think the facilities provided to us (the clients) are fantastic.

I wanted to bring a concern of mines to your attention.

I was promised a parking space by Sid Mesrati (Area Manager) when we first moved into the centre and this promise has not be fulfilled. I've requested parking a number of times since we first moved into this centre and nothing has happened. (We moved here start of 2018). When I approached Sid refuted my claim and said he does not sell parking as part of office packages although I have emails with him offering an office in Ealing with promise of parking (Again). I now believe this promise was made in order to sell the office fast.

I made a verbal complaint to the previous centre staff here and there was a compromise; I was able to share a parking space with another client (The client kindly agreed at the time however apparently she has since moved on from the centre).

A member of the reception team (Anna) at Spaces Park Royal seems to be prioritising people that she has personal relationships with in the centre. When I sent an email highlighting this she called me "Nasty" (Although I mentioned no names in my initial email) and that she thought me and her had a great personal relationship. I then explained to her that I'm a client and I expect her to treat me as such. She has also confirmed on email that she allows others to use spaces that other clients are paying for if she believes they won't be in that day. This treatment definitely falls short of the high standards I expect from a company like Regus as I'm sure you would agree.

Anna has not been the easiest to deal with and can be quiet rude and boisterous around the centre something that does not bode well if/when bringing our own clients to visit our office.

The solution to the parking situation would be for Anna to stop prioritising clients here who she gets on well with and have a systematic approach to things, also as I've been waiting since 2018 something should definitely be done sooner rather than later. I would also like to recommend that Anna is given extra training in how to deal with paying clients. I look forward to a satisfactory response from you.

Kind Regards,