Regus

Account Number : [protected]

Email #1 (Response from Regus)

Case Number (C-[protected]-W4P1-[protected] CRM:[protected])

Date Received : 10/26/2023 1:32AM

Message Highlight : "Please allow 5 to 7 business days for the refund to reflect in your bank account prior to the payment run date."

Sender : [redacted] (Account Helpdesk)

Email #2 (Email Generated by Regus - APAC Reporting)

Message Highlight : The payment is scheduled to be sent to your bank on 14 Nov 2023, Please allow 5-7 business days for it to show up in your bank account after that date.

Email # 3 (Response from Regus)

Case Number (Retainer Refund - AdoreSys ([protected]) CRM:[protected])

Date Received : 11/26/2023 11:07AM

Message Highlight : "Your patience and cooperation are much appreciated."

Sender : [redacted] (Account Helpdesk)

Complaint :Even after 48 hours of business working day still no response

Conclusion: Not RELIABLE!

Hello, my name is kaz ahmed

I would like to dispute an ongoing payment issue I am having with the Manchester airport branch of Regus.

I had a private office rental in July. I initially only wanted the office for a month, but I had missed the termination deadline by a day or two so was being charged for August as-well.

However, initially I was told by the centre team that Augusts' payment could possibly be credited. So, I waited for a response from the team for weather or not I had to pay for August. Whilst waiting, I had incurred a late payment fee. The centre team came back to me with an answer stating that I had to pay for august as I missed the termination deadline, so I also paid for the month of August which I understand and I am fine with. But, I enquired about whether or not the late payment fee still needed paying as the August payment was initially in dispute and it seemed unfair to pay as the only reason I incurred the fee in the first place was due to having to wait for confirmation from the centre team on if I actually needed to pay for August or not.

Additionally, around the same time as this, after paying my August fee I was being charged for another fee of £242.94. I was not sure as to why I was being charged this fee. I contacted the Manchester airport centre team to inquire about this. They had told me that It appeared as though I was being charged for an additional month of office rental, for the month of September. As I had terminated my contract back in July, the centre team had told me that they would look into this matter for me along with the late payment fee.

This is where things got really frustrating. After multiple emails and despite escalating through the regus help desk twice, I was not getting any answers. I clearly asked over email, if they could please advise me on which other fees I had to pay, referring the "? September fee" and the late payment fee as I was willing to pay if they stated I was obligated to pay.

Weeks and months went by, multiple ignored emails. I was still not told if I had to pay these fees not. I was told they were "looking into it" and I should "bare with them" which are literal quotes taken from emails sent by the centre team, emails which I can provide.

So "bare with them" I have done, for the past 3 months. Over which, I have incurred additional late payment fees.

I have recently been contacted by a legal collections company stating that I owe regus money. following this, I decided to go into the office yesterday and discuss in person. I spoke with the manager, who sent an email to someone and said he will get back to me tomorrow.

I have received an email today stating that the late payment fees must be paid. Despite the fact that the only reason I incurred these fees was because of the poor communication and disregard for my issue by the centre team who took three months and an inperson conversation to get back to me with an answer.

If I was told, in a timely manner, which fees I needed to pay and not to "bare with them" as they tried to figure out what i needed to pay, none of this would have happened.

With regards to the £242.94 fee, this appears to have been "adjusted". Whatever that means and is not included in my current outstanding balance.

Also, I terminated my office rental in july and still have not received my deposit back. When I check my deposit balance on the regus app, it says "this account has no deposit balances".

Nothing seems to straight forward with my dealings with regus and it seems take an age to get any sort of response.

I want to know why am I am expected to still pay the late payment fees and the what the situation is regarding my deposit.

I signed up for a virtual office online with Regus 15 Moore Street Canberra in September, It took a week after I made a number of phone calls to get the welcome email with mailing address but it didn't have the telephone number for my virtual office. After calling the Moore street office I was told that it doesn't include a phone number but clearly it did. After many more calls they finally agreed it did. Now the end of the second week still no phone number and finding the service appalling I asked the manager S. that I wish to cancel the agreement and be provide a refund due to poor service and not been provided what I was charged for. For the last month I have asked for an update on having the refund provided and notified that I'm still getting sent invoices to which S. the manager said don't pay the invoices please be patient as we resolved this for you. The same response to my weekly emails for the past 4 weeks. Now today I have received a legal notice from Regis threating me with court action and a mark in my credit rating and demanding I pay over $2,000. This is appalling, I can't get any resolution and now I'm threatened?

I took out a 12 month Regus virtual office space contract in Nov 2015.

I used their services for several years.

In Nov 2022 I asked verbally for the contract to be cancelled but was told it had been auto renewed 3 months before the contract date and that I could not cancel. Regus said a renewal email would be sent 3 months prior to the next renewal date , being 1 Dec 2023.

I did not receive those emails as they were marked as spam and went to the spam mailbox.

I contacted with IWGPLC to ask for virtual office rental possibilities on 16.10.2023

Then get this answer from them

based on sent information by sales representative

We are business centra and only can help you with providing the correct agreement for the Chambre of Commerce. Depending on the situation you will need either a Virtual Office or a Coworking solution to be able to register your company in our business centre.

I described that im on my way to establish company and i need a help with choosing the best option for me

After that sales manager advise me what the best option and ask when i can start i told that i dont know how its work but i trust him that he offers me the resonable service

He put the 13.10 2023 on the contract and i thought that they start prepare documents for chamber of commerce

But no ...

After that i receive next information

from the business centra :

Good Afternoon Orest,

I am contacting you regarding your service agreement with IWGPLC.

According to the Anti-Money Laundering Regulations 2017 we are obligated to check the details of the following documents to ensure we are fully compliant with the Dutch legislation.

All documents must be written in Dutch or English.

Registration documents from the Chamber of Commerce (needs to be dated within the last 12 months)

UBO-register from the Chamber of Commerce* (needs to be dated within the last 12 months)

VAT number of the company

A copy of a valid passport is required for all registered directors and shareholders (UBO - any natural person who ultimately owns or controls the legal entity). Please note: You can cross out the Citizen Service Number, we need the rest of the code for registration.

Proof of Home Address (dated within the last 3 months) is required for all directors and shareholders (UBO). Address may be a letter, statement or invoice by an official provider or authority, mentioning name, address, and date. Irrelevant information (such as bank balance) may be crossed out.

      *We are aware that the UBO-register is currently not available in Europe. You can temporarily send us the 'opgave', confirmation letter or a notary shareholdersregistration.

Once all required documents are received at this email address and are validated, we will activate your service immediately. The center team will update you about this.

Please keep in mind that if we are not able to fulfill the Know Your Customer Obligations for your account, we remain unable to offer you with the regulated services of mail handling or registered address provision.

If you have any queries or concerns providing the information requested, please reach out to me directly through this email address.

And i understand that they fooled me

I was disappointed that first salesman push me to pay for services before all documents provided and checked but the most disadvantage was when they for one week no give me clear answer and dont reacted that its they mistake ..

Second office speaks that i should give them already documents for existing company

Today ive receive

Good Afternoon Orest,

I am unable to stop your contract. Maybe you can check is @J C can help you with this request.

Because i cannot do that.

After to try cancel they asked me to contact with sales manager with whom after one week waiting i dont want to have any conversations

When you purchase a service for office usage; you're then second-class citizen for Regus (Turkey). I've been using monthly 10 office usage pack for 2 months; i've visited 4 different location many times and they every time gave me the smallest room without window. Feel yourself stuck in a prison.

I don't think this is based on room availability; but rather an approach from employees.

Their behaviors' is not professional; probably they see me as a 'temporary' or 'one-off' client.. Therefore giving me the worst room everytime.

I'll cancel the membership when it expires. and look for another servicing company.

I am writing to express my concern regarding the delay in receiving my retainer deposit refund for the property located at 200 Hennessy Road, Wanchai, Hong Kong (My account number is [protected]), which I vacated on 30th September 2023. On 19th September 2023, I diligently completed and submitted the necessary 'Deposit Refund Request' form.

On 1st November 2023, I have yet to receive any updates regarding the status of my refund. I sent an email to HQ Account Helpdesk. One of your staff, Y., replied my email. She said that "As per checking with the payments team, Account Holder Name (my personal bank account) and Company Name are different". Hence, I re-submit my company's bank account information to her on the same day.

Up to now (i.e. 15th November 2023), I have yet to receive any updates regarding the status of my refund.

Furthermore, I have attempted to find an appropriate department or representative to address this issue, but I was met with limited information that only pertains to the sales department. It is disappointing to find no dedicated department or contact details to address pressing concerns like mine.

Therefore, I kindly request an immediate response with an update on the status of my retainer deposit refund. I hope to receive my refund without any further delays. If your company has unreasonably refused to return the retainer deposit, I will commence legal action to recover the deposit from your company.

Hello,

I have set up 2 of my companies with Regus in the Netherlands with their service „campus registration“.

First : I was misconsulted because I was told I could cancel it after one month and take another plan, that would be cheaper. I discussed it with a sales person from regus and she told me that it is possible, then it turned out not to be possible and I had to redo everything and pay even more.

But okay, she claims this is a misunderstanding and we are all human, so next one.

Second: As I set up my companies with them, the letters from the kvk and other official authorities of course are sent to that address (bank cards, invoices etc.) - when I asked for my letters, I was denied service because my compliance check is not done. The important point here is, that some of the infos (VAT) number for example, are in the letters that come from the authorities to the address, so as they wouldn’t hand it out, I can not provide it - that system itself is not working, isn’t it ?

They told me I need to allow them to open my private and confidential letters as there was no other way to complete the compliance, even when I come with my passport they could not hand out letters to me. This is something I was never told before

But okay, I agreed for them to open the VAT letters and to finally do the check, so I can have access to service and my letters.

Now more than 2 weeks have passed since they have EVERYTHING NEEDED, and the compliance is still not done.

I am being denied service, as the compliance check still needs time, nobody answers to my emails and I do not get access to all the letters that I received since 7 weeks.

I can not send out invoices as the VAT number is missing and can not access my credit cards or invoices that were sent as letters.

On the other side: they have sent me some letters and broken their compliance and rules already.

I want serious business partners, but it feels as if they are blocking my business with this behaviour and this is the worst customer experience I ever made.

Yet: they still send me invoices for several hundreds of euros without even offering services and still ignoring mails for days and weeks sometimes.

I kindly ask for a solution or just to let me out of the contract if you can not offer the solution you claim to do, but this is highly negative.

Who can help me to solve this finally ?

Thank you!

Regus

On the 31 March 2023 I received an email subject: OVERDUE NOTICE for your Regus Account : 9667041 for a service I stopped in March of 2022 and paid the final invoice for and never received another invoice again until this email.

I tried communicating with Regus via there recommended channels as per the email only to be repeatedly stoned walled with "we're looking into" emails but never being able to A) speak to an official representative and B) finally receiving an email that they couldn't assist and that the call had been closed - I have since received monthly bills for the co-work space which i do not use as well as penalties/fees for almost the same amount - effectively double billing me. (email of all these correspondents are available)

I was instructed by the support staff at Regus Modderfontein (Gauteng, ZA) that there was no need to cancel my Regus profile in its entirety as I might want to use it later and that once my last bill was settled, I should remove my billing credit card and would also no longer be billed.

I received the last invoice payable on the 1 May 2022 after 3 months of adjustments, credits, refunds etc. for incorrect billing - again automated emails and statements to this effect I have from Regus - the account was successfully settled which I have email confirmation of on the 18 May 2023

Thereafter I was assured that we would not be billed again, and I left my profile as is with the billing credit card removed. I received no further invoices and considered the service closed until the demand for payment and an invoice for nearly 12 months service fees, one year later.

REGUS has completely destroyed its reputation and services in my view, that I used for many years with this action and its continued ignoring of real communications, hiding behind call center desks and emails that resolve nothing, is nothing short of dishonest and smacks of poor systems and processes and the customer being treated as a disposable non-event.

Should this system/people/accounting failure not be rectified, and my account cleared and shutdown - I will be forced to resort to legal action to clear our position.

I have taken an office with start date 1.11.23. I terminated by previous contract to take a new office. My services were suspended due to late payment fee. I made 75% of the payment in arrears and attended the office today to meet up with a client.

After a long conversation they agreed to let me use the office but to make payment of £270 in arrears in a week.

On entering the office it appears the office has not been clean with marks all over the wall. I insisted to have this clean as my move in date was on 1.11.23. The receptionist advised I should come back tomorrow as they will get the office clean today.

My concern is they have taken money from client to get the office clean but hasn't been done.

I want to no what to do as I have lost client as I had no office today to do business.

Private office at Signature by Regus in Singapore at Asia Square Tower 1. This is a follow up to my complaint on 26 October and 12 October. I still have not received the refund and it is over 2 months since my lease expiration. Still no satisfactory answer. I have been told repeatedly since 23 September that the refund was "processed" and in the "nearest payment run". However, the funds still have not arrived. I am being told again its in the nearest payment fun but I have no faith. No one at the account helpdesk or customer service feels the need to provide any definitive data or time of deposit. This leads me to believe that Regus' is trying to drag it out to avoid ever making payment. I request an immediate deposit of funds. No payment runs, no 5-7 days to show up in account. Just get it deposited.

I made a mistake signing a contract, and a few hours later I released my mistake. I called, I sent many emails and requests on the same day when I signed the contract and no one was able to help me. Then one representative called Wendy S, have came back to me via email saying that she only managed to lower the monthly cost, taking out from my account the coffee and teas the fee was £29, and obviously that was not done.

I received an email with a new invoice and the price is still the same as the November invoice. I have contacted representative again yesterday to receive email reply and informed me that, on my contract it’s says that I don’t have coffee and tea included, and is not possible this to be taken off my contract.

So how is this possible? One to say it’s possible another not, and no one was able to help me to cancel the contract. I was begging this to be canceled as I have made human error signing the contract, and I have found out few hours after that I have made mistake, as i was told that i will be loosing my client due to closing the offices in London, and i wont be needing the office space unfortunately, but no one was able to help me. So i will need to pay now every month until April 2024, for something I won't need. This is very very unhelpful and disappointing.

I have had contract for co-working space with Regus since 7th February 2023. At the end of the six months I decided to go onto a more temporary co-workers plan with a virtual office. I was told that there would be no activation fee. I paid the deposit and an extra month for the co working space. everything was set up and my bill for September should have been my coffee arrears which was £30. September I received a bill for £239 so obviously I queried it. I was told by the manager, just pay it and we will reimburse you. To which I replied, no, amend the bill to the right amount and then I will pay the correct amount. Nothing was done, nobody called, nothing was amended,. Then payment for £239 started being attempted to be taken out of my bank. I usualLy pay manually and on time on my card. So I closed the contracts before the start date and wrote to customer services and explained I had been miss sold these contracts. I also know that if I have been miss sold something I am perfectly within my rights to stop these contracts as they have been breached by the company. I received a phone call from a girl on her first day, asking me to pay my bill, she new nothing about the situation at all and was a little embarrassed understandably. Now, Regus are trying to take £71.96 £74.40 and £81.00 out of my bank every month. I have no Idea what then £81.00 is for. I have never been offered my deposits back, they have not honoured the contract, or even amended the bill. Then Saturday the 28th October they have tried to take £239 I have also just been informed that the activation fee is also £45 and not £90. So I was been double charged for that which means both contracts have been broken.

Account number: [protected]

I purchased a 6 month contract for a virtual office in Haywards Heath to run a new business but the council refused to run the business with virtual offices. This agreement has been only placed 10 days ago and I haven't used your service. I would like a refund of my payment. Also I have been contacting the customer services but no solution provided.

Earlier this year, I approached Regus in Germany with a straightforward request to use their office space for 10 days. I paid for these 10 days under the impression that my needs were clearly understood. Only after the payment was processed did I learn that I had been entered into a monthly subscription, which I was told to cancel to avoid further charges.

During my first visit, I found the office chairs to be intolerable, causing me significant back pain. I immediately contacted their customer support via email to inquire about a refund for the remaining days. The responses I received were delayed, inconsistent, and from different representatives who lacked context about my situation. This forced me to repeatedly explain my case, creating a frustrating loop without resolution.

Further adding to the confusion, a Regus employee informed me at a later stage that the initial contract, presented to me on the same day as my first contact with Regus, had already committed me to a second month’s payment. This, despite the fact that I had explicitly communicated my intent to use the space for just 10 days. I felt trapped into a two-month commitment due to a lack of transparent communication from Regus.

To mitigate further losses, I took the initiative to cancel my subscription via their app. Nevertheless, I was still billed for yet another month. This ordeal has been extremely disappointing, casting doubt on Regus' commitment to customer transparency, comfort, and satisfaction.

The concerns I’ve had with my experience at Spaces have reached a point where a comprehensive and detailed discussion is warranted. I want to make it clear that I have documented emails and correspondences to substantiate all the issues I’ll outline here.

I chose Spaces for its welcoming atmosphere and amenities, thinking it would be a supportive environment for my unique business, a sexual wellness product delivery and vending company. I was especially drawn to the selection of furniture for which i never received except two desks and a chair, then on to the gym, which does not exist and shower facilities, given my specific medical condition which I made transparent during our initial discussions. I also emphasized that my business doesn’t operate on a standard 9-5 schedule. However, the reality is far from my initial expectations. Access to the showers is locked around the clock, requiring special permission even for me, despite my disclosed medical needs. This has placed undue stress on my daily operations and well-being.

Another critical concern is the glaring security lapses. I referred a new tenant who was subsequently assaulted and pistol-whipped on the premises. The inaction of the parking attendant and the delayed response from the security guard were shockingly inadequate. My “reward” for this referral? Free parking during hours that don’t align with my business operations—a far cry from a meaningful gesture of goodwill.

Moreover, my employee was unexpectedly locked out of our office due to a deactivated access card. This occurred on a Friday, severely disrupting our workflow and leaving us no immediate recourse. Such incidents damage not only my operations but also create a toxic and distrustful environment.

I’ve also faced multiple false accusations the newest one was the cleaning crew finding a used condom in the bathroom I was accused of using when I never set foot in the bathroom that day, including alleged key theft to now breaking and entering a bathroom that I had to buy the shower head for because they would not supply one. This all started with the cleaning crew being mad that the floors were wet, and now they had to clean them. This is particularly ironic given the recurrent incidents of unattended security keys around the property, which poses an inherent risk to all tenants.

In terms of business support and administrative issues, I have experienced billing discrepancies, frequent office relocations, and my proposals to enhance building services have been largely ignored. All of these contribute to a less than ideal working atmosphere and make me question the efficiency and reliability of Spaces’ management.

Given these multifaceted and significant issues, I urgently seek immediate intervention and resolution.