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Regus has a rating of 1.1 stars from 348 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Regus most frequently mention customer service, credit card, and office space problems. Regus ranks 6th among Coworking Space sites.
This company responds to reviews on average within 4 days
Regus offers flexible, high-quality and relatively inexpensive office space in a number of major cities across the world. This can be useful for start ups or larger companies who need flexible office space for traveling or satellite employees.
I have been a long-time client of Regus and have always appreciated the high-quality services and professional environment you provided. However, I am deeply concerned about the recent decline in service standards and the apparent shift in focus towards vacating spaces rather than maintaining the excellence that once defined Regus. This sudden change is not only disappointing but also alarming. It feels as though Regus is veering off course, moving away from its core values and commitment to clients. I urge you to reconsider this direction and realign with the principles that made Regus a leader in the industry. Your future plans are unclear, but the current trajectory seems to be leading towards a potential downfall. I sincerely hope that sanity prevails and that Regus can return to its former glory, providing the exceptional services that clients have come to expect.
I have been a long-time client of Regus and have always appreciated the high-quality services and professional environment you provided. However, I am deeply concerned about the recent decline in service standards and the apparent shift in focus towards vacating spaces rather than maintaining the excellence that once defined Regus.
This sudden change is not only disappointing but also alarming. It feels as though Regus is veering off course, moving away from its core values and commitment to clients. I urge you to reconsider this direction and realign with the principles that made Regus a leader in the industry.
Your future plans are unclear, but the current trajectory seems to be leading towards a potential downfall. I sincerely hope that sanity prevails and that Regus can return to its former glory, providing the exceptional services that clients have come to expect.
I signed up with Regus expecting a $59 monthly fee, only to discover that there was an additional $9 charge just to receive mail—a key service I needed. I immediately tried to cancel on the same day, speaking with several representatives and even sending an email to their help desk, but they still wouldn't let me cancel.
Now I'm stuck in a 24-month contract that doesn't meet my business needs. Removing the $9 fee means I won't have mail service at this location, which defeats the purpose of having the virtual office. Most reputable companies wouldn't hold customers to a contract if they requested to cancel on the same day due to undisclosed fees.
For those considering Regus, it's important to be aware of their hidden fees and their inflexible policies. If transparency and good customer service are important to you, Regus may not be the best choice.
Hello Victoria,
I sincerely apologise if this cost came as a surprise to you.
Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
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 myregus.com.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you. Please email me at lorraine.brule@regus.com with your company name and details.
Thank you again for taking the time to provide feedback.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
I filed in an agreement thinking I would go see the office and choose a size but they told me I already signed because I filled in my name. I fought and got a larger office. I paid the rent via check and the very next day they debited my card on file for the same amount. I have been fighting with them since July 30th to get my money back. I am not rich I am a disabled veteran trying to restart a small buisness. I get nothing but excuses as if I am the one that did something wrong. All I ask for is my money back I was double debited I want my money back but it's excuses and no access to humans.
I have never ever been through anything like this in my life and as a disabled person they should be ashamed of themselves. I don't have $1600 to play with I need my money back. They are already billing me for next month and have not returned my money. If I owed them money it would be a different story. They took 1646 from me and I want my money back. I looked through my account and saw my retainer is not corrected so that had me upset. Regus is supposed to support small businesses I am sure that's their bread and butter. I feel like I've been robbed and when I speak up about it every single day I feel bullied. I just want my money back I am suffering without my money, why do I have to fight for it?
Tip for consumers:
Maybe the staff tries I am not sure but Regus doesn’t give their local staff the ability to solve problems. The staff is trained almost brainwashed to remind you of the 12 month agreement. The foolishness about that is any judge would see that lack of equity and understand the agreement is not equal to both sides and greatly one sided. Maybe they are just not use to court or someone like me that’s going to fight back.
Products used:
Private office
Hi Donnell,
I’m very sorry to hear of your frustration.
It is important to highlight that we cannot take payments without prior authorisation, it is illegal and impossible. Customers add their payment details themselves in their online account (myregus.com) and provide authorisation to charge automatically (if they wish to do so) at this stage.
Your card provider originally rejected the payments which is why you decided to pay by cheque; your card provider then authorised our payments which caused the current credit balance.
I assure you we have taken your concern seriously and would like to confirm that the credit balance has been refunded to you.
Your centre team have been in contact with you already and a member of my team has also contacted you to assist. Please respond to them for further assistance.
Kind regards,
Lorraine Brule
Global Customer service at Regus
Horrible, horrible experience with Regus recently! I availed of a monthly co-working membership last Sep. 24,2024 and on the same date my credit card got charged with pro-rated membership fees for month of September, initial "activation fee", and an advanced charge for the month of October 2024. The total amount for the three invoices equals 8,090.88 PHP.
On Sep 30th, 2024, I decided that I no longer need the monthly co-working membership for the long-term, so I cancelled it through the app. The cancellation/termination went through and the end date of the contract is shown to be at 10/31/2024. Now, understand that at this point, I have fully paid for September (pro-rated), activation fee, and October 2024 in advance.
Lo and behold, the following day, Oct 1,2024, Regus CHARGED MY CARD again for those same invoices. They charged me the Sep. 2024 pro-rated membership fee, activation fee, and the month of October 2024! They did charge me a second time for the same invoices! Another 8,090.88 PHP!
I sent all the proof of the double charges including my credit card notifications and payments that has been sent to them. I even sent them screenshots of my account through the Regus app, account #*******. The overpayment of -8,090.88 PHP is reflected on my account!
I kept following up with their customer service, and it's been two (2) weeks now. They keep passing me around and to this day, they have NOT refunded my payment. All they have are email support agents that talk like robots and with canned statements and do NOTHING to resolve the issue.
They are so disgusting and horrible, to think that this was THEIR mistake and yet they make me constantly follow up with them. They should be PROMPT to make this right, and yet they have NOT done anything to rectify the mistake and refund the money to my credit card. This is a simple reverse transaction and yet they can't do it promptly! They make clients jump through hoops before returning the overpayment.
If I were you, RUN from this company. Don't walk. RUN FAST and never deal with a shady company like this EVER again!
Tip for consumers:
They are a horrible company. They charged me multiple times for the same invoices and now won't refund my money.
Products used:
Co-Working Membership
Hi Verniel, I’m very sorry to hear of your disappointment.
We recognise that you had incorrect payments deducted from your payment card which caused an overpayment in your account. We are pleased to confirm that your concern has since been resolved as per the refund details shared with you.
Our sincere apologies for the inconvenience caused.
If I can assist you with anything else, please contact me directly at lorraine.brule@regus.com.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
After speaking with several sales associates, I signed up for shared office space during tax season. When I reached out on day one how to get a key fob I found out that they had set standard hours that were not the hours I had asked for. I immediately tried to cancel my account as this would not work for me. That was in February and I have been reaching out to them and emailing them and it is now June. I get charged every month even though I've never used their service, they will not honor a cancellation and they do not have a way to call or email their billing department directly.
I left them a terrible review and they reached out within 2 days. I retracted my review. They offered to cancel my service. Give me billing credit which does me zero good as tax season is over. When I tried to respond back to them the email comes back as no reply. And today I received another bill. Run do not use this company. Give WeWorks a try. They were awesome!
Hi Cory,
I’m sorry for your dissatisfaction.
As you are aware your initial query has been positively resolved.
Our account helpdesk team can be contacted via the ‘Help’ section of your online account (myregus.com) and this has been informed to you previously.
There is an overlap between credit note allocation and payment deductions in your account. This caused our system to send you the payment notification email. Kindly disregard the emails as the payments in your account are up to date.
If you need further assistance, please respond to my team member who is in touch with you.
Thank you,
Lorraine Brule
Global Customer Service at Regus
Edit 12/8/24
Got a call from someone who is helping me sort everything below, my retainer is being processed and I got one month's rent back since I was not using the office space. Very happy about this since it was completely unexpected.
Absolutely horrible experience renting a co working space at Regus in Wigan, UK.
I was promised a lot of colleagues, literally no one else was there during my first few weeks.
Was promised coffee and tea included in my bills, they were later added on and I got them refunded after a lot of hustle with former manager.
I wanted to rent monthly but was told I could only rent 3 months during the starting up meeting.
So signed up for a 3 month contract, I then resigned from my work so did not use the office space at all the last 2 months, but I was more than fine finishing my contract. Then there was a fee added to cleaning my unused office space, which no one told me about, whilst knowing I cleaned it down and then never used it again.
When returning my key fob I was told my retainer would be processed since I confirmed not using the space any longer. I still have not received my retainer, and Regus are claiming they have refunded it. In a phone call with the current manager in Wigan, they claim to have refunded it, but does not know my details? I have not received any money, and the communication is absolutely dreadful from their side.
It's been more than 30 days since my contract ended - no refund - I manually requested it from my account - they now claim its been refunded - when I said that I never received any money they now claim it will take an additional 30 days. No one answers emails.
Hi My,
I’m sorry to hear of your dissatisfaction.
Our customers have the flexibility to come & go as they please so I’m sure you can understand that we can’t make any assurances about people's attendance patterns.
As part of our customer policy, we provide quality teas, coffee, milk, sugar, glassware and cutlery to all customers that they can enjoy along with their guests. The service is optional, but due to a fault with the coffee machine, drinks were being dispensed free of charge. Once this error was rectified, you began to be charged for it. Once you advised us that you did not require the service the charges were credited, and the service removed.
We offer agreement lengths to suit all business needs and do not have a three-month minimum term. There’s clearly been a misunderstanding somewhere here and we’re truly sorry about this.
We fully understand the importance of receiving your refund promptly and have taken measures to make the refund process as smooth as possible for our customers. Once requested through your online account (myregus.com) your refund will be processed within 30 days after your agreement end date or request date (whichever is later). It’s an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.
A member of my team has contacted you directly to assist and I’m happy to hear that your satisfied with the resolution we provided.
If you would like further support, please feel free to contact me directly at lorraine.brule@regus.com and I’ll be happy to help.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
The local receptionists are nice. But Regus is run by software, and it has been impossible to get a decisionmaker on the phone, or even reach one by email. The software has been aggressive when raising rent, often proposing about a 40% increase upon renewal.
Hi Stephen,
I am sorry to hear of your dissatisfaction.
Please be assured that the decision to increase prices is not arbitrary or made by robots, but rather a necessary adjustment due to the increase of several factors including occupancy, real-estate costs and indexation, and is an integral part of our agreement.
I would love the opportunity to help further but haven’t been able to identify your account. Could you please email me at michelle.spire@regus.com with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns?
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Buyers, beware of Regus. I was a customer of theirs for several years at their Lake Norman location in Cornelius, NC. They provided mail services for our company until on April 1,2024 they sent an invoice for mail services for the new month where the cost went up from approximately $65/ month to approximately $105/month. This was done with NO NOTICE! When I promptly gave my notice of ending our agreement i in 30 days, I discovered that they were charging me to pay another month beyond the 39 days and refused to offer any refund. BEWARE OF DOING BUSINESS WITH REGUS! The local staff are GREAT, but the corporate company is not. - Randy Wall, manager BBC Consulting
Hi Randy,
I am sorry to hear of your dissatisfaction.
At Regus we work hard to ensure our services offer exceptional value to our customers and to provide many different options to meet every customer’s requirement and budget but the price increase was a necessary adjustment due to the increase in costs. Our pricing is fair and consistent with the current market conditions.
All our agreements finish at the end of a calendar month so once you gave your notice the correct termination date would be the end of the following month. The notice period is clearly explained in the terms that you confirmed you had read and agreed to.
A member of my team has been in touch to clarify any further questions you may have.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Internet and telephone has been out routinely for DAYS now despite the best efforts of the local staff. This has been occurring now for several weeks with no resolution by Regus. I can't even reach another Regus employee beyond the local staff to complain or discuss resolution of the cause.
Tip for consumers:
Do not rent from this entity.
Hello James,
I apologise if you haven’t received the level of service that you’d expect from Regus.
We know that your IT setup is key to your business, and we’re working to ensure any technical issues are fixed as a matter of urgency.
Your centre team are continuing to escalate your concerns to our IT teams who will contact you shortly with an update. I will also follow up to ensure that a solution is found quickly.
Your centre team will keep you updated. Thank you for your patience and understanding.
Best regards,
Lorraine Brule
Global Customer Service at Regus
Regus takes your money gladly, misleads you into a membership, and has the worst communication I have ever had with any business. I have never once used their facility and they continue to charge me every month. Last time I checked, when a business takes your money but does not provide a service or a product it is thievery. I cannot believe they are still in business with their manipulative tactics.
Tip for consumers:
Do not do business with this company
Products used:
None
Hello Sara,
We recognise that you may feel disappointed but your comments are heavy and unfair.
You signed up to a 12-month Membership online but then decided that it wasn’t for you and decided not to benefit from our services despite us having them readily available for you.
Our Account Helpdesk is already in contact with you and has offered solutions. Please continue to speak with them for further support, thank you.
Best,
Lorraine Brule
Global Customer Service at Regus
It is interesting to read all the bad review of Regus.
I tried really hard to go through help desk to get my $1800 retainer back. They said that they have already refunded the money March 8,2024, but I still haven't seen the money in my bank account. I asked them at least 3 times about looking into it and they ended up doing nothing except to say that the money has already been refunded.
I dont really understand why they take the approach that "we have done our part and that is not our problem that the money is not in your account"
They have no problem charging you late charges if you a few days late in payment due to a mis understaning. One help desk person actually said to me that if i remove my previous bad review, she would remove the late charges. That's really unethical. You should not remove late charges with a conditions. This is very unprofessional of Regus.
However, I would really like to get my retainer back of $1800 plus interest. Thankyou.
AG Inc
AG
(*******)
Hello Adriana,
I’m sorry to hear you’ve had this experience.
We fully understand the importance of receiving your refund promptly. As you have mentioned, we did process your refund on 8 March 2024 and have now provided you with evidence to support that. If you haven’t received it now, please check with your bank as we are no longer in possession of your balance.
Thank you for your understanding.
Best,
Lorraine Brule
Global Customer Service at Regus
Hello
I have been with Regus for almost 15 years in 2 different locations. The latest location is at MNP Vancouver building. I have recently signed up for 2 years lease starting Feb 15,2023. I paid for the March invoice prior to March and they just charged me another month of rent for late payment. Furthermore, they make so many mistakes on their invoice. I have also paid for business lounge for the month of February and I cancelled it before the end of January as I would have an office in mid February. However, they charged me again for the month of March without my consent, They are constantly doing that which really makes me mad. I understand that the accounting is from somewhere in Asia which they have no idea what is going on and just keep charging us as if money falls off the tree.
AG
(*******) and
AG
(*******) membership louge.
Be cautious!
Lots of hidden fees no one tells you about until you receive the first invoice!
You cannot cancel on 1st day of the month, that will not count as 30 days notice.
There is 45+VAT registration fee which sales never mentions to you.
You have to pay part of month if you decide to start before 1st of month. They never tell you that your rolling month starts every 1st of the month, they make you assume you start 27 of the month, you would finish 27 the next month. But no... and you have to pay those extra fees.
All this will be discovered after you sign up, and receive your first invoice
Hi Fadi,
I’m sorry you feel this way but I’d like to assure you there are no “Hidden fees” whatsoever.
During your time with us you have received three invoices and the charges on them are clearly stated on in the ‘notes’ section on the front of your agreement.
For month-to-month agreements you can cancel on the first of the month and the agreement will come to an end at the end of the same month.
After requesting the cancellation of your agreement through your online account (Myregus.com) your end date will be confirmed to you by email; all of our agreements come to an end on the last day of the month and this is also explained in your agreement.
A member of my team has contacted you to explain this and please remember that your centre team are also available to answer any questions that you may have.
Please remember that you can view your agreement in the ‘Documents’ section of your online account.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Due to unforeseen circumstances, I had to cancel a reservation. Although the cancellation was done with 24+ hours notice, I was charged for the space (per Regus policy). I asked for a refund or even a credit toward a future reservation, as I will be booking a lot of office space in the same area, but no interest from Regus. They would rather take my $400 now, versus $2,500+ over the next few weeks. I just need someone to partner with; these folks are not interested. Moving to a different provider for the rest of my reservations.
Hello Chris,
We are sorry to learn of your frustrations.
Please understand that we apply booking cancellation fees to prevent last-minute changes.
As the world’s leading flexible workspace provider, customers rely on us to provide them with available, efficient spaces so demand is high.
Please email me at lorraine.brule@regus.com with your company name and/or account reference so we can quickly assist.
Many thanks,
Lorraine Brule
Global Customer Service at Regus
I need to communicate with upper leadership in this company. I need an end to my contract as I submitted a request for it back in 2/13/24. My dissatisfaction is increasing due to the lack of communication and understanding between Helpdesk and local office assistants. The levels of disrespect are huge! My mental health and wellbeing are at risk and I make your company responsible for the worst nightmare I have lived since 2/9/24 when I thought I was making a good decision with a membership with you. I need upper management to deal with this process and resolve it by ending contract no. *******xxx for services I don't wish to have and I have made it clear and aware that I don't need since 2/13/24. I already paid Feb month fees and now I have invoices up to April already overdue. This is insane!
Tip for consumers:
Worst experience ever! I have never experienced anything worse than this!
Products used:
Virtual office
Hi Allyson,
I’m sorry if felt the need to escalate this.
I understand that you would like to end your agreement early due to the issues you have faced with your centre team during your first visit.
This has been coordinated with the line manager of your centre. They clarified that the issue has already been addressed and they have apologised to you for the inconvenience caused.
They also confirmed that you have been informed about our terms on ending an agreement. A signed agreement is a formal business commitment, and it should be honoured. Your current agreement will expire on 28 February 2025. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel an agreement earlier than its end date.
Please do not hesitate to submit a query through the ‘Help’ section of your online account or speak to your local team if you have any further questions.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
I called today because I would like to cancel my agreement, the options were not clear, and I ended up speaking with someone from the sales department, who was really rude and disrespectful.
Hello Cesar,
Thank you for bringing this to our attention. It's through feedback such as yours that we can improve our services to customers.
I sincerely apologise for any inconvenience caused. We have clarified that you can use the centre after-hours, you simply need to arrive before 5pm so they can provide you with access.
At Regus, we are committed to the highest standards of integrity, honesty, openness and professionalism in all our activities. We will ensure the situation is properly investigated and quickly resolved.
Should there be anything further we can assist you with, then please do not hesitate to contact me directly at lorraine.brule@regus.com.
Best regards,
Lorraine Brule
Global Customer Service at Regus
"I made it clear to the salesperson that I needed an agreement with signatures from both parties to present to investors for my business. I was told that after I signed it, they would also sign it and send me a copy. However, I never received the signed copy, and instead, they sent me a bill for $650, including various unexpected charges, despite the agreed-upon price for the space being only $275.
Tip for consumers:
Regus-Raleigh is totally unethical and scammers
Products used:
I had to purchase a space that provided me a signed lease agreement
Hi Tina,
I’m sorry you felt the need to escalate this.
Let me assure you there is nothing untoward going on here and it’s unfair of you to call us these names.
Our online service agreements cannot be countersigned, and our signature is not necessary for it to be valid; we’re sorry if there was any confusion surrounding this.
I have looked at your billing concerns and the charges are correct and in line with your agreement.
A member of my team has contacted you directly to assist and you are free to contact me directly at michelle.spire@regus.com if you need further support.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I am writing to express my frustration and disappointment with Regus, as I feel that I have been scammed out of my virtual office contract agreement.
To provide some context, I had signed up for a one-year agreement with Regus, which was supposed to end in June 2024. However, to my surprise, I received an email from them on March 10 stating that I needed to reply by March 31 to terminate the agreement. Unfortunately, I did not notice the email, and on April 3, I received a confirmation email stating that my lease had been renewed and would now expire in June 2025. I was shocked to see this email, as I had no intention of renewing my contract with Regus.
To further complicate matters, I tried to find a way to terminate the agreement by using their app, but I was unable to find the link. I then went to my computer and clicked on the help link, which directed me to another link that explained how to end the contract. I followed the instructions and clicked on the "end agreement" link, but unfortunately, all I received was a thank you for renewing my agreement, which was now due in June 2025.
Feeling helpless, I contacted Regus, and sent them an email to terminate the agreement and i even spoke to a front desk representative. I pleaded with them to change the agreement, explaining that I had never agreed to a renewal. However, I was met with a disappointing response from the representative, who stated that she had no control over the situation and could not do anything about it.
I find myself in a frustrating and unfair situation, where I am being forced to pay for a service that I did not agree to. This is a waste of my hard-earned money, and I am extremely disappointed with Regus for their lack of transparency and poor customer service. I hope that this issue can be resolved soon, and that I can receive a fair and just outcome.
Hi Muriel, 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; you acknowledge receiving such an email yourself but for whatever reason didn’t see it at the time.
Whilst we encourage all our customers to end their agreements through their online account (Myregus.com) we understand that this is not always possible and will be happy to review any cancellation notice served by email.
I haven’t been able to identify your account so please email me at lorraine.brule@regus.com so that I can assist.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Don't sign their contract even if you dissolve the company, move to a diffrent state and have no use for the service they will still collect that fee for the duration of the contract. A contract is the only way to ensure they make money otherwise their invoices are always wrong, and customer service is weak. Run don't walk run away!
Products used:
Virtual address
Hello Devyn,
We’re sorry to hear of your dissatisfaction and would love to help.
Still, we do expect customers to honour their agreements.
We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel an agreement earlier than its end date.
Please email me at michelle.spire@regus.com with your company name and/or account reference so we can assist you further.
Many thanks,
Michelle Spire
Assistant Global Customer Service at Regus
Horrible management overall. The local manager in Boulder behaved as if she didn't have to do anything unless someone complained and then she would react defensively. They never cleaned the offices, did not supply desks and chairs in working order. There was regularly drug paraphernalia on the outside stairs of the offices, broken coffee machines, broken water dispensers. It was generally a mess. To add insult to injury they still have yet to return my deposit 4 months after requesting it back after cancelling my lease. I've used every avenue to get it returned and they just keep saying it is in process. Avoid this business at all costs.
Products used:
office rental
Hi Marlene,
I understand that you’re disappointed, and I’d like to help. At Regus the maintenance of our facilities is very important and we can assure you of our highest standards.
I’d like to escalate your comments to the relevant teams and am making enquiries to rectify your concerns including investigating the centre cleanliness and your retainer refund but you’ve posted anonymously so it’s impossible.
Please contact me at lorraine.brule@regus.com with your company details so I can assist you.
Regards,
Lorraine Brule
Global Customer Service at Regus
Stay away from this company. I would give 0 star if I can. I rented from Spaces/ Regus for about a week in June, 2023 and terminated in the beginning of July due to the fact that they charged me some unknown fees I was not comfortable with. I already paid for the month of June and also July. I received a surprising outstanding balance of $294 which was the unknown balance and accumulation of late fees. Horrible! Please stay away from this scammer!
Hi, I’m sorry you feel this way.
Your fees our outlined in your agreement and any optional services are charged as extra.
Should you wish to query any of the charges you receive you are able to ask your centre team who will be more than happy to help or raise a query to our Account Helpdesk through the ‘Help’ section of your online account (Myregus.com).
I haven’t been able to identify your account but will gladly investigate any concerns you have.
Please email at michelle.spire@regus.com with your Regus account details so that I can assist.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
We recently opened a new branch and decided to go with Regus for our virtual office in Ann Arbor, MI. Nobody is answering our phone calls from customers (it goes straight to voice mail, a ticket has been submitted, zero response days later) and the printer has yet to work. Front desk is nice and polite but unable to help beyond submitting a ticket and asking us to follow up each day. We are losing customers because of Regus and I'm not happy at all.
Hi Lesley,
I appreciate that you’re disappointed and would like to help.
We know that your phone answering, and printer services setup is key to your business, and we’ll ensure any technical issue is fixed as a matter of urgency.
The delayed feedback from our telephone service provider caused your phone answering service to be set up late. Your centre team confirmed that your phone answering service has been set up and is working now.
Initially, the centre’s printer required parts replacement but after a full assessment done by the service provider, the whole unit needed to be replaced. As confirmed by your centre team, it will be replaced soon on the scheduled date.
We sincerely apologize for the inconvenience caused.
Your centre team remain your key contact here. Please contact them if you need further assistance on this.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
I signed up for a month of rental to telework. The contact was very helpful during procurement process. During this process I asked specifically if there were additional fees or charges upon cancellation of the lease. The sales staff said that there was not. When i got hit for a ~250 dollar cleaning/facilities fee. I reached out to this sales staff member for 3 weeks asking for assistance and I got no reply. Yesterday the fee was charged on my credit card. Additional grievances but to a much lesser degree are promised complimentary coffee and 70/70 internet service neither of which has panned out.
Hi Trent,
Thanks for sharing your concerns.
I sincerely apologise if our office restoration service came as a surprise to you.
Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
We provide our restoration service 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. We do the same with each customer and this service is part of your agreement.
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 myregus.com.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you. Please email me at lorraine.brule@regus.com with your company name and details.
Thank you again for taking the time to provide feedback.
Regards,
Lorraine Brule
Global Customer Service at Regus
Regus tacks on monthly expenses for internet, phone lines, kitchen fees and other "expenses" that make it more costly than it first appears when renting office space.
Regus has been my primary office for the past 6 months. They plan to increase rent by 40% after a 6 month lease. They don't care about the customer/tenant - they want to fill their pockets by raising fees/percentages at will and without notice. I'd highly recommend to look elsewhere for temp or small office space as this company will reel you in with competitive pricing upfront and then 'Nickle-and-Dime' you throughout your entire experience.
Products used:
Office Space
Hi Topher, 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 (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’ll confirm it via email and still allow you to make amendments to your renewal term.
You can check these emails in the Account > Documents section of your online account.
If anything isn’t to your satisfaction, please contact your Community Manager within 1-2 business days, or myself at sandra.melody@regus.com to discuss further options.
Best regards,
Sandra Melody
Head of Customer Services
Avoid if you can! Terrible customer service and cold blooded corporation. I really regret that I signed a two-year contract with them. No one will return your phone calls or emails and the receptionist and sales people you see in the office do not have ANY authority to resolve any issues.
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Hi Faraz,
Regardless of the reason, I understand how frustrating it can be and apologise if we did not provide the level of service that you expect and deserve from Regus.
The details of all billable charges are explained in our agreements, and we charge our customers accordingly.
We understand there was confusion regarding the charges for unlimited coffee and tea service and parking services. We are sorry we can’t honour arrangements made by previous team members without any written documentation. These services are typically chargeable under our terms of service.
For the internet charges, we have corrected the double billing issue for November 2023.
The CCTV cameras and our aircon policy changed due to a business decision which was notified to all customers in the centre. Portable aircon units were given to the customers including you who work long hours.
Your centre team confirmed that they have addressed all the above issues with you. Please contact them if you need further help in this matter.
We appreciate your comments which help to improve our business.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus