Regus

I rented a Regus Private Room from mid Sep 2023 to Jan 2024. All invoices were paid on time and they charged quite a hefty restoration fee although it was just a short-term office use which I paid without any issues too.

I followed their offboarding instructions and returned keys on time and an official request for retainer refund was placed. Their Toronto community associate confirmed my refund account details making me believe things were going to go as smoothly as my payments did each time around.

They were supposed to have refunded the retainer balance within 45 days of my contract ending which was Jan 31 2024 and we are well over 45 days (Mar 20 2024). But there is no sign of them showing any interests to do so. What a shame since I had absolutely no hiccups or complaints whatsoever during my 4.5 months stay otherwise.

I have been diligently following up with the designated Toronto associate but each time I email, I am asked to wait for a response and have patience. Wonder how patient these people would have been if I did the same and delayed my payments? Oh wait, that's right - you would have charged me interest/late payment fee.

Leaves such a sour taste to end things.

March 2020 I requested that my office space be downgraded to a mailbox. I received the following response "Hi- As for downgrading to a *** account, I will have a new agreement for you to sign by the end of the day!"After receiving this response, I felt heard by management and felt sure they would follow through. I would soon learn that,in dealing with a new person when the community manager went on furlough, the person taking her place did not intend on honoring the agreement that I made with the former Community Manager both verbally and via email. On March 27th, 2020 I received the following communication from the "acting" community manager: "Hi- My name is Brooke *** and I'm the Team Lead for Operations in Downtown Denver. Do you have time today for a quick call regarding your lease and your downgrade? I'm available whenever. Best,Brooke *** /Community Manager Team Lead". In response the same day at 12:42pm I emailed indicating that I was free until 7pm that day; no response. I called Brooke; no response. Eager to get this new contract resolved, I then sent her another email March 27th, 2020 at 4:40pm and made sure to provide my private cell; no response.I waited about a week and sent another email following up March 31st, 2020; no response. April 6th, 2020 I eventually escalated the issue to the help desk, who directed me back to Brooke ***. Finally, April 9th, I reached out to the furloughed community manager in frustration (who responded quickly and was more available then Brooke ***, the "acting" community manager);she was kind enough to provide me with a more direct number for Brooke. I called the provided number and FINALLY received a response. Brooke essentially indicated she would not fulfill the promise made by the former manager.Brooke said, there were "programs" that were being offered instead for rent reduction. In a nutshell I am still paying a high rate, and feel I should be given what was promised. The program only helped w/taking 50% off two months rent.

Regus charged me £519 in July 2023 as retention money on the top 2 month deposit agreed before signing the contract.

Regus failed to provide me furniture as agreed in the deal so I'm didn't about use the office for 4 month in the 6 months contract signed

My business suffer financial loss due lack of furniture and paying the rent for empty office for 4 months

Regus hold the retention and deposit money for extra 45 days without any late fee or interest, were as agreed that they will return it within 30 days of end of the agreement.

Dears, We are Dolaka in England, We are waiting for refund from Regus Riyadh office since July'2023.

According to the House Rules, the retainer and deposit should be returned to our account within 30 days. But as of today, we still haven't received this refund.

Below is the email thread copied. No proper response over email.

Re:  C-142552-D7T4 CRM:[protected] / Case Number C-118366-D2T1（previous case number- problem unsolved）

I am following up on my previous email sent on December 6th regarding the refund for case number C-118366-D2T1. As mentioned in my earlier query ([protected]) with CRM#: [protected], by now，I have not yet received the expected refund.

Your email on December 11th stated that the refund, comprising of both the account balance and deposit, would be sent to my account within 30 days. However, this refund amount has not been received in my account yet.

July 2023

We got in touch with Regus to refund our retainer for our rental office. Please refund（The total refund amount is 2,444.34GBP,include Retainer 689GBP & Deposit 1,755.34GBP）to our bank account. They agreed. The went about sending the refund which never arrived in our account.

Dec 2023

We also providing evidence from the bank that no money was received from Regus. Regus Account Helpdesk again, promise will process this as soon as possible but keep in mind that per Terms & Conditions this processing will be done in 30 days after request.

July 2023-Feb 2024

We sent one mail every few weeks to try to recover the refund over the internal Helpdesk function, explaining from the beginning why the amount needs to be full and to process the refund immediately. Every time they gave us a timeframe, we waited and no refund.

We left our office space at the end of November 2023. According to our agreement we should have had our retainer returned within 30 days. We are now almost to March 2024 and the retainer has not been returned and all requests are ignored. Regus are sitting on approx £90,000 of our money. The centre manager is just a "face" and has no ability to do anything, there is no way to talk to a real person and requests through the portal are ignored. Having to look at starting legal action to have it returned.

I recently hired a meeting room at Birmingham Airport for a coaching session on behalf of my boss. When I received the email confirmation it said that a member of reception would so them to the meeting room so I didn't think I had anything to worry about. On the day I got a phone call to say they had not checked in as they were running late I said they will be using the meeting room their meeting before has overran and they will arrive in 5 minutes. They parked up and couldn't find the building so I gave them the contact number for the person who I had spoken to (I presumed were the reception staff at the office) and said properly best to ask for direction. He sent them to completely the wrong place and upon arrival there was no reception there to ask for help. We did not realise you needed a key on your phone to open the door. We were going back and forth with phone calls to the receptionist to help us to try and open the door not at any point did he say he could remotely do it, all he kept on saying was you didn't read the email correctly which was not helpful at all. He finally proceeded to tell us he can open the door. They got into the meeting room which was freezing cold and not inviting for a meeting and there was no tea, coffee, water which when I booked the meeting room it said all of that would be provided. So they did not use the meeting room as this was not at all the right environment for a meeting/coaching session. I have also been over charged and the invoice I was sent does not explain where these extra charges have come from. When hiring a meeting room I would expect it to be at a standard people would be able to work in and comfortable.

The building is a mess, the centre managers are both unfriendly and unhelpful, I attempted termination due to the state of the building, this was actioned on the 24th December, for whatever reason it didn’t execute and I received a renewal agreement on 1st Jan 2024. I immediately emailed to cancel, was told this was only possible in 7 days (despite statutory 14 day distance selling regs) so I believed it was sorted. The centre manager ( who only directs me to the rubbish online portal with zero access to people) told me it was sorted only for Regus/HQ/centre manager to magically added an extra month to my contract. The building toilets and showers are disgusting with urine, faeces regularly on the seats and caked in the toilet brush, there is a hole in the ceiling on my floor which has been there for 2 months, I cannot bring clients to this filthy building. I’ve been there for 4/5 years and the idea it’s a ‘serviced’ office is a joke. There is zero service.

Hello

Account: [protected]

On July 2023 I was Suspended from using Regus Services although I had Credit on my balance

I open tens of Ticket with no success till I got my contract canceled

Even though I was Suspended, my credit was reduced each month till it get ZERO

I opened a ticket asked for refund of my July Credit OR USE as Services

like Cowrking , but no success

I hope I get this resolved

Youssef

"I hired the services of this company to rent an office in Florida. In their sales offer, they do not mention that they will charge an non-refundable extra fee of more than $500, assuming that this fee is for leaving the office as it was delivered. My company, Taxestop LLC, was only with them for 2 months, during which there were no issues or even a need for cleaning, and yet they charged the $500 to the credit card without authorization. Then, they give 30 days to refund the deposit that my company Taxestop LLC gave them, of more than $1200, and to date, they have not returned the money. We have sent more than 12 emails for this refund and claim, and now they have sent us an email saying we must log in to the account to request the refund, or they will not return it. When we try to log into the Regus account, it is blocked, and there is no way for us to get our money back. Our account, Taxestop LLC ([protected]), email [protected]@gmail.com."

Last year I needed office usage for 3 months. I phoned Regus had a tour and agreed what plan would work best for me.

At no point was a rolling contract mentioned or the need to cancel my agreement.

On starting at the office from the outset we could not set up the app. We tried lots of different ways and numerous tickets were raised but it was not resolved. Therefore, every time I needed to book space this had to be done manually through the office, either through email, phone or by turning up.

I had no access to any documentation and no way of knowing that my request of only booking 3 months had not been granted.

I was shocked to receive an invoice and payment being taken in January.

I was also shocked to learn I had paid up until the end of February.

1/ I made it very clear that I only needed office for 3 months. Not once was I told I needed to cancel the agreement.

2/ I had no access to my account thus also not way of discovering this for myself.

I would appreciate a refund fory over payments which to date have been refused twice. I don't see how I could have cancelled an agreement that I didn't know I had.

Very much appreciate your support with this.

Thank you

To whom it may concern,

I am reaching out to you with a matter of great concern regarding our experience as clients at your Regus office. Since commencing our tenancy in late 2019, we have unfortunately encountered a series of issues that have significantly affected our experience, and I feel compelled to bring these to your attention.

The level of service has been inconsistent, with several notable problems in the past 24 months. These include a malfunctioning heating system during both cold and hot weather periods, which has created discomfort and inconvenience.

Additionally, we have faced ongoing issues with the front desk staff, particularly with one staff member named F.. Her behavior has consistently been unprofessional, unfriendly, and at times, extremely rude. A recent incident has prompted me to write to you directly.

On December 13th, I requested a change of our office lock and asked Ms. A. to ensure six keys were available for the new lock. Despite her assurance of completion within 24 hours, this was not fulfilled until December 29th. Upon returning to the office, I found only one key available. When I inquired about the remaining keys, Ms. A. not only refused to acknowledge the initial request but was also very rude and unprofessional. After waiting for over 15 minutes at the reception while she continued a private phone call, I approached another staff member for assistance. At this point, Ms. A. interrupted her call, shouted at me, and threatened to cancel the key request entirely.

This level of service is unacceptable and far below the standards of a professional organization. The behavior exhibited by Ms. A., particularly her rudeness and lack of respect for clients, is deeply concerning.

I am sure you would agree that such behavior and service levels are not representative of the quality and professionalism one would expect from Regus. I kindly request your immediate attention to this matter, as it significantly impacts our experience and satisfaction as clients.

Thank you for considering this issue with the seriousness it warrants.

Sincerely,

Alexander S. ~ CEO and Co-Founder

Mobile: +[protected]

Office: +[protected]

Email: [protected]@autolomous.com

Linkedin: www.linkedin.com/in/alexander-seyf

Offices: 17 Hanover Square, Mayfair, London, W1S 1BN, UK

Dear Regus Business Park Management,

I hope this email finds you well. I am writing to bring to your attention the persistent issues I have been facing with the office space leased at your facility under the name of Beez Transfer.

Unfortunately, I regret to inform you that Beez Transfer has ceased paying rent for the office due to the inadequate services and conditions that were promised but not delivered. The primary concern is the inconsistent temperature control in the office, where it becomes either excessively hot or extremely cold. As an individual with pre-existing health conditions, including a heart problem, breathing difficulties, and diabetes, the extreme temperatures pose a severe threat to my well-being.

I have raised this issue with the on-site manager, but regrettably, I was informed that nothing could be done to address the problem. Subsequently, I have refrained from utilizing the office space, and attempts to bring in staff for work have been futile, as no one can endure more than two or three hours in such conditions.

Approximately two months ago, I received a phone call from your head office, acknowledging the problem. However, since then, there has been no follow-up or resolution proposed. I also attempted to cancel the contract, but encountered difficulties in doing so.

The current state of the office space is not only unsuitable for a professional working environment but also constitutes a health hazard. I cannot compromise my health due to the conditions outlined in the lease agreement. It is disheartening that these issues were not disclosed or addressed before offering me the office space, especially as a new small business.

The situation has now reached a critical point, jeopardizing the viability of my business. I kindly request your urgent attention to resolve the temperature control issue and any other related problems affecting the office space. If these matters are not addressed promptly, I will have no choice but to escalate this matter to the Department for Business and Trade, as I believe it is essential to ensure the well-being of all tenants.

I appreciate your immediate attention to this matter and hope for a swift resolution.

I rented Regus/HQ space at their office in Red Bank, NJ for just over 4 months and left in October. As part of my rental agreement Regus charged me $2,160 as a security deposit or what they call a retainer. I was told my deposit would be returned within 30 days of my request. I requested my deposit be returned on November 2. I complained to Regus customer service who said my return was being processed but it has been over 60 days and I still have not seen the money.

We rent office space and were a 12 month term. I notified them of my intent not to renew with 62 days notice, BUT I didn't know we had an auto-renew clause asking for a 3 month notice, else auto-renewal. This is a very manipulative process. You can't opt out in the first 3 months, but then need 3 months notice at the end. We have outgrown the space. On top of that, they haven't been picking up my trash daily, leading to old smelly garbage.

Regus has failed to return my $1300 retainer despite it being close to 90 days since my request. This is even after the charged me a $600 restoration fee….

As per their house handbook, retainers are returned after 30 days… well it’s past 30 days…

I’ve always paid my office rent on time and would expect at the minium the same courtesy extended to me………

Our company was Regus customer for about 12 years 2010 to 2022 and we used their virtual office service and paid all dues regularly. In 2022, we decided to cancel their service and gave them notice about 3 months before the expiration of the current contract and renewal of the new contract.

They sent me email saying that they have terminated the service as of when the current contract expires. Then I asked for refund for my retainer that they held (3 months of the bill) in my account at the beginning of the service (back in 2010). Regus did not respond and did not refund my retainer.

Subsequently, they sent a letter saying that I did not provide 3-months notice since I was a day late and they are going to renew the contract for another year. Then they send another letter to sign a contract so that they can change it to month to month and they will cancel the contract after one-month.

In all this confusion, they locked my account and did not refund my retainer fee. Then they kept on billing me and charging late fee. This is after I had received email from them that my service will be terminated after current contract. They still keep on sending me the invoices. Now, they keep on sending me invoices for late charges.

Their billing is a big scam where they freeze your login so you cannot cnacel service online and when you call their office, they ask you to cancel online. It has been totally frustrating experience with Regus when we decided to cancel our service.

Good Morning,

I canceled the renewal of my office in September 2023. With this said my lease ends in December 31, 2023. However I have recently been sent a invoice for the month of January 1- 31, 2024 which I do not plan to pay. I plan to discuss this matter with my attorney if this new unauthorized lease is not terminated. I have worked with Regus since April 2015, however in the past year I have been moved by the Regus organization 2 times moving my company further away from our customer and so I am no longer interested in the Regus space. Hopefully I will hear from you today or nor later than Monday, if I have not heard from your organization I will have a letter sent from my attorney

Tamara Chisim

President & CEO

Innovative Element

(7218896 - Regus Account#)

[protected]

[protected]@innovative-element.com