Regus’s earns a 4.2-star rating from 1042 reviews, showing that the majority of clients are very satisfied with office space solutions.
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Replied
Unprofessional front desk
This is a complaint about [protected] unprofessional behavior at Regus (70 East Sunrise, Valley Stream, NY 11581). This lady is not of the temperament to effectively handle front facing customer service. She barked repeatedly at me and everyone else who dared try to open the door without "reading the note" that she angrily says tells us "you must wait to be...
Replied
Retainer Deposit
I have asked for my retainer back $3880 when my lease was terminated by them. It's been two months and I still haven't received. When I e mailed the office manager she told me that it was processed Sep 1st 2023 ,as of today the money is still not in my account. Then lately they sent an e mai that it is taken a bit longer because of they are having technical issues...My name is Ty Matik and our office was Millenia Orlando location.
Desired outcome: My retainer back
This complaint has been resolved automatically due to user's inactivity.
I’m sorry if you felt the need to escalate this.
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 processed successfully.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
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
Office
A TOTAL DISASTER! I have not been able to cancel the membership because it tells me that it will be canceled from February 2024. and I really want to cancel it immediately because I am very unhappy with the service and I want to end this relationship in the best way for both parties, because Regarding everything that appears in the contract they offered me...
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Replied
Office space
Please be careful with Regus, they will try to get you locked in to get you hooked. They sound like a great deal in the beginning but later on they show their true colors. And apparently I’m not the one being scammed by this group. The services were not provided or met by them, the agent in the beginning that reached out to me to get the office was Eager...
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Replied
Office retainer
Today is October 2, 2023. Our office tenancy ended over a two months ago, and despite repeatedly submitting tickets, we have not received our office retainer.
We have made every effort to contact Regus, but without success. They continue to send generic emails and provide excuses. We strongly advise against trusting them with your money, as retrieving your office retainer has proven to be an incredibly challenging process.
Desired outcome: Returning of Office retainer
On October 4, 2023, I received yet another generic email with yet another excuse as reaction on my complaint, and there is still no sign of the money. The level of customer service I've experienced is absolutely terrible.
Issue was resolved on October 9, 2023.
After reading your comments I asked a member of my team to make enquiries and I am sorry to confirm that, on this occasion, your retainer refund has exceeded the 30-day timeline that we usually expect. I apologise for this delay and assure you we’re doing are utmost to expedite the refund.
Rest assured your tickets are not being ignored, our Account Helpdesk were in the process of assisting you at the time of this review and I’m sorry if the speed of their replies has not met your expectations.
My team member has contacted you directly to assist further.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I am in the same position in Singapore. 43 days and still haven't received the retainer and no explanation. Did you manage to get your retainer refunded?
I am also in the same position. It is quite unbelievable that they can’t simply issue the refunds! I’ve been emailing my Center Team, my Area Manager, Michelle Spire, Lorraine Brule, and the help desk for over a month (since they’ve been in breach of their contract regarding 30 days to return the retainer), and no one will simply tell me when I will receive it, or reply to emails with anything helpful at all. The only explanation I’ve gotten is some version of the dog ate our accounting software, and that can’t explain the deplorable customer service and transparency regarding this issue.
I'm in the exact same position and getting very generic emails back saying that it is being looked at. It seems like such a simple request.
Hope it gets sorted for you.
Replied
Conned into signing a contract agreement.
As much as I want to say this is my fault for not viewing the contract, as someone who’s newly into the business industry I had good faith on this Area Manager, as I had repeatedly told him I DID not want a long contract, I did not want to pay anything now as I had to speak with my brother first, he gave me the quotes as I asked and that is all I asked in...
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Replied
Material breach of contract | office retainer refund not received
My office rental agreement ended on 8/31/23, and I have requested (on multiple occasions, using the Regus app and by emailing my local center representatives) that the retainer be refunded. There are lengthy delays between each reply, and I was informed that "something has gone wrong" with one or more systems at Regus. I also provided a voided check to...
Read full review of Regus and 1 comment
Replied
Deposit never returned
Hello, We have called customer service but they were of no help. Regus has not returned my deposit of $2000. $2000 charges on account dated 10/22/2019. Its 2023 and they have no record of it! I have called them and asked about it but all they say is they see no info on account. I have attached screenshot of my bank statement showing the charges and would like these to be refunded please!
Replied
Additional charges has been added for the services which has not been utilised.
There was booking on 26th July 2023, I needed to change the schedule because Meeting was postponed and I didn't find the option on my application, So, Mail to the community manager or reception, But I haven't got any confirmation and update and that additional charges was added to my account and from last 2 months I have been asking for clarification even after paying the amount account is suspended.
Need clarification on this plus resolution on the extra charges and remove the charge till the account is suspended.
Once of the worst team I have scene and unresponsive.
This complaint has been resolved automatically due to user's inactivity.
I’m sorry for your dissatisfaction, but I am disappointed to see you posting a review for the issue which has already been clarified to you multiple times.
You made a meeting room booking for 26 July 2023. The room was then marked as unavailable for such date and time, to any other booker. We understand that you no longer needed this booking, but since it wasn’t cancelled on time, other potential customers were unable to use that room therefore, the reservation cost remains liable. Our online application/website (myregus.com) always shows the ‘cancel booking’ option for meeting room or day office bookings. Please note that you can easily cancel your bookings if you give us enough notice as displayed in our booking/cancellation policies. These are provided during the booking stage. Your centre team and the account helpdesk team have explained the same to you.
To help you further they have requested you to provide proof that shows the error you encountered when you tried to cancel the booking, but you were unable to provide it.
You were charged a late payment fee for the delayed payment of the July month invoice, and it is valid.
There are invoices pending for payment in your account and this led to it being restricted. We greatly value your business and want to maintain a positive working relationship with you. However, the current payment situation needs to be resolved.
If you need further help in this matter, please contact my team member who is in touch with you.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
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 Regus.
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 put matters right as soon as we can. 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 Regus
Replied
Coworking membership
I signed up online for a co-working space membership on July 8 while visiting my family in Redmond, WA. After that I received a welcoming email informing me that I signed an agreement for 24 months. Next day I went to the location in Bellevue, WA, but no one was there. So I had to take a meeting on a street outside. I tried calling a few times but there wa...
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Replied
Lift out of service for more than 1 month
The office space I have leased is located in the East Road, Cambridge, and the elevator has been out of order since Early August 2023. It has been more than a month now, and I regret to inform you that there has been no repair work initiated on the elevator so far. This situation is becoming extremely urgent for me because I am scheduled to move my office...
Read full review of RegusBusiness lounge membership silent automatic renewal and cancellation
Trapped – are Regus adopting The Josef Fritzl method of customer retention? In November 2016 I signed up for a Regus Business Lounge membership for 24 months. The Regus representative said that after the 24 month period, I’d be on a monthly rolling basis and able to cancel at any time, just like a phone contract. I signed up and it was a great service and...
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Replied
Unlawful and indirect discrimination - unauthorised payments and concealed practices
To the Complaints Handler of Regus, I hope this letter finds you well. I am writing to draw your attention to a critical issue that pertains to the rights and wellbeing of ADHD and Neurodivergent accessing your service. Specifically, I would like to address two concerning practices related to subscription-based services that may inadvertently discriminate...
Replied
Reception @princes exchange
To whom it may concern: This complaint is about the Regus Reception and M. at the Princess Exchange (next to Leeds Train Station). I am disabled and a forengeir and I have been descriminated (as being told I need to be quieter when talking on my normal voice volume -as if I was shouting the whole building would know, I have mobility problems and I wa...
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Replied
Refund of retainer balance
I rented a small unit from Regus from Feb - July this year. All invoices were paid on time and I left the contract within the notice period. I left my contract with Regus on good terms in July and fulfilled all contractual requirements, including paying a mandatory restoration fee and returning the key as soon as possible. I filled in the form to receive...
Read full review of Regus and 5 comments
Replied
Virtual Office Contract
My company, account number is [protected], enrolled in an agreement on 05/21/2022 until 05/21/2023. I was not supposed to have a renewed account and am still being charged. I even got an email about collections since I was refusing to pay. I called Regus and they explained that they can't do anything about this issue until 05/21/2024. I would like for Regus to stop charging me and cancel my account ASAP.
I need the account closed… can anybody help with that?
thank you for taking the time to write and letting us know your concerns.
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. These emails include 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 (i.e., MyRegus.com).
We apologise if for any reason you didn’t receive these reminders. This could be due to your account details needing to be updated. Please log on to your online account 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 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.
Please contact me with your company details at lorraine.brule@regus.com and I will be happy to assist further.
Regards,
Lorraine Brule
Global Customer Service at Regus
Hi Lorraine,
I note that you have stated:
"Prior to any renewal, our customers receive courtesy email reminders. These emails include 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 (i.e., MyRegus.com)."
I have diligently reviewed each and every correspondence I have received from Regus. To my scrutiny, none of the emails contain explicit reference to "detailed information on prices, terms, or options to end the agreement" – unless such information is exclusively confined within the terms and conditions document, which, as I am sure most would concur, is neither clear nor simple.
I harbour reservations about the transparency and candor exhibited by Regus. It is profoundly disheartening to observe that Regus appears to have adopted a strategy of obscuring critical information, potentially ensnaring customers into unforeseen financial obligations.
Your prospective clientele would be best served perusing these comments and reviews prior to embarking on any contractual arrangements with Regus. It is my belief - as clearly shared by many of your previous subscribers - that they would be better poised to seek co-working spaces through an organisation committed to principles of accessibility, transparency, and equity.
Regards,
R Partridge
Replied
Serious issue of an employee's conduct
Dear Mrs Brule, A complaint was filed on [Redacted] of Coventry and Birmingham offices in the UK. It has beed removed for some reason. Why has it been removed? If you recall, [Redacted] has been showing her credentials as a SALES AND OPERATIONS MANAGER... She is not. She is a LIAR and is suffering likely psychiatric problems with Superiority Complex...
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Replied
Suspended my membership and won't reimburse
In June an offer was made available for membership reduced prices for non London offices. I signed up and paid. When signing the contract I was only allowed to pay a partial amount. Later, my account is suspended for the remaining amount while the initial payment hadn't gone through. They then had to issue a credit note for my initial payment and once cleared I could pay the remaining amount. While waiting for the credit note to clear and my remaining payment to clear I had to wait the entire time with a suspended account. There was no understanding or support. It's their sustem, I was told. Once this was done my account was reinstated then suspended again a week later. There was no invoice to pay or reason given but I had to wait again until it was reinstated. Overall, almost a month of service was denied, no support given and no reimbursement on route. They just didn't care. I've now decided to start looking elsewhere and would not recommend Regus to anyone.
Desired outcome: An explanation or apology for why my account was suspended and a month reimbursement.
This complaint has been resolved automatically due to user's inactivity.
I apologise if you are not completely satisfied with the service.
I have been through the correspondence between you and the account helpdesk and all your emails were responded to politely and professionally. Never was there “no understanding or support” and all responses were in a courteous manner.
We do not restrict the amount of payments you can make. You are always able to pay specific invoices or outstanding balances through your online account (myregus.com) or make bank transfers using the details on the invoices.
Credit notes are not issued for payments you have made, they are issued to credit back items on invoices. In your case, credit notes were raised because you signed a new agreement which overlapped with the month of August. Credit notes were raised so that you were not invoiced both the new and the old agreement.
The account suspension you mention was not related to the new agreement. Your account was suspended on 28 June due to a long standing unpaid balance stretching from the beginning of your original agreement in January. It was then reinstated on 6 July when the balance was cleared. It was not suspended again later.
A member of my team has contacted you to answer any further questions you may have.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
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,
Lorraine Brule
Global Customer Service at Regus
Replied
Deposit refund over 5 weeks late!!
I downsized offices 3 months ago and was due a partial retainer/deposit refund totalling a sizeable £8,271.28. I submitted the refund request 'via the portal', as instructed on 26th July, and was promised funds WITHIN 15 DAYS. I was then later told after chasing that funds had been remitted on 23rd August at 07:08am and to expect them within 5 TO 7 DAYS...
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Replied
Regus holding my retainer balance for more that 35 days
My lease with Regus ended in july 30 2023, I had 1350 retainer balance with them. For some reason I had to request the balance back to me and I did that in the last day of July 2023, today is September 9th and I still haven’t received my retainer back. I don’t know where should I complain? I am so frustrated that it is holding my money for way more than 30 days. A company running in US doing this, this company is a disgrace and I wish I could take them to court, because they are doing this fo so many of us.
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.
I am making queries with our payment team and have asked them to expedite the refund.
A member of our team will contact you soon with an update.
Sorry, once again, for the inconvenience this may have caused.
Kind Regards,
Lorraine Brule
Global Customer Service at Regus
Regus Reviews 0
About Regus
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Overview of Regus complaint handling
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Regus Contacts
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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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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreDec 19, 2024 - View all Regus contacts
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I'm in the same position and I am not getting anywhere with it. I'm getting the same stock answer you are getting.
Hope it gets resolved for you.