ComplaintsforRegus

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Regus ********************************************************. I currently pay for space at this facility. I signed up for 1 year. I was told by ***** that I signed up for 2yrs. I have never signed up for anything for 2 years. Especially a new business. When I called and spoke to her, she stated I signed up for 2 yrs. I asked her to show me where I signed up. I wanted proof. She stated she sent it to me. When I checked my email she did not send it. She is extremely argumentative and rude. She was speaking to me so unprofessional. We could not believe it. She denied saying she sent the email. I told her she was on speaker phone and other people heard her. She stated; thank you for letting other people hear her speak. I always use my phone on speaker because its safer that way. I asked her about mediation. She stated she didnt know. She said she was a manager, she should know. I called Regus last week to let them know I was double billed. She said I was not when I can see I paid twice in ***** I told her I wanted to pay off my balance so I dont have to deal with anything else with this company. She said I could not pay my balance off. We could not believe she said that. I have (5) witnesses. Then she said I could. What is going on with this lady? I told her I wanted to start mediation. She stated I had to hire an attorney. I said I thought mediation doesnt involve an attorney. She got quiet and then hung up on me. She is totally not knowledgeable and has bad behavior. I want nothing to do with this company. She lied to me and will not honor my double payment for ***** She stated my **** payment is for August. That makes no sense. I plan to contact my attorney as soon as I get a reply. I would like to see proof I signed up for 2yrs. Also I would like one of my payments I made for **** refunded immediately. This is unfair business practices. I cant believe this person is a manager. I would like a pay off balance. I have (5) witnesses that will help me.

  Business response

  07/10/2024

  Good afternoon to the BBB Team and Yosimien Cain :
  
  Please see attached for the Regus reply to the BBB complaint, which we received via post 07.09.2024.
  
  Best Regards, 

  Customer response

  07/12/2024

   I am rejecting this response because:
  There was no acknowledgment on how I was treated by Alley. Shes rude. She stated I could not pay off my balance in full. 
  She did not prove I agreed on a 2 year agreement. ***** has over 500 BBB complaints. This number is astronomical for a business that basically rents vertical office space. I would not recommend anyone to use their services. I agreed to 1 year only. They cant a a show me proof I signed up for 2 years in which I did not. They have horrific business practices. 500 people cant be wrong about this unprofessional company. The reason Alley doesnt want me to pay off my balance is because she wont be able to charge late fees. This is a greedy company. They will do what ever for a buck. Extremely unethical. They lost my business. Im currently in need of another vertical office. I would Never use Regus again. 
  I just contacted my bank. Looks like Regus removed the extra payment that I paid in June. Goodbye Regus for life. 
  
  

  Business response

  07/18/2024

  Good afternoon to the BBB Team and Yosimien Cain :
  
  
  Please see attached for the Regus reply to the BBB complaint, which we received via post 07.18.2024.
  
  Best Regards,

  Customer response

  07/19/2024

   I am rejecting this response because:
  
  There was know reason for Alley to speak to me in the matter. She also hung up on me. 
  I will never do business with this company again. 
  I have paid for the rest of the year so I dont have to communicate with this company. They did not prove I agreed to a 2 year contract. This is a scam. With over 500 BBB complains. Who can trust this company. Never again. 
  We are done for life!! 

  Business response

  07/22/2024

  Good afternoon to the BBB Team and ************************* :
  
  Please see attached for the Regus reply to the BBB complaint, which we received via post 07.18.2024.
  
  Best Regards,
  

  
  

  ***************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We have been a 10 year client for Regus Virtual offices. Recently we had inquired about the possiblity of opening up another account for a new business and a contract quote was emailed over. At this same time, our existing lease was coming due as well and we wanted to go month to month. I mistakenly signed a month to month contract for the new business thinking it was the renewal of our existing lease. I called immmediately (within 30 minutes of signing) to let them know of my error and spoke to *************************, Sales team lead at ************. I explained the mix up on my part and that we had not been ready to initiate services for the new business yet but she told me that once a contract is signed there is nothing they can do. She suggested I reach out to their help desk but they merely highlighted the signed contract. Now I'm told that I have to pay $297.90 for the setup fee and first month's rent despite the situation and that services had not even been rendered. While their contract may state "non cancellable" it's hard to believe that a company that we've had an existing 10 year relationship with would be so inflexible and would hide behind their contract language when clearly it was signed by mistake. We are requesting assistance in cancelling the contract and their invoice due of $297.90

• Initial Complaint

  10/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company renewed a lease without my consent. They claim they notified me, which they did not. I did not authorize this and they're forcing me to pay additional lease time that I did in no way agree to - it is fraud and a scam.

  Business response

  10/30/2023

  October 27, 2023
  Via ************************************************************************ Services, LLC
  ************************************************************************************
   Virtual ************** Agreement by and between Regus ***************** LLC ("Regus") and ****************** Services, LLC ("Client") dated February 9t 2023 ("Agreement")
  Dear *************************** and BBB Referencing Complaint# ********:
  We are in receipt of your letter dated October 13, 2023.
  We have reviewed the facts and conducted a formal investigation Into the allegations you have presented. We disagree with your claims and as such, will be unable to honor your request for termination of agreement, based on the following reasons:
    Client entered into the Agreement voluntarily through the self-serve online purchase process at regus.com. There the customer accepted their service level, term length, and monthly rate. To complete the sale the customer had to tick the boxes to accept the Terms and Conditions and House Rules. A copy of the purchase confirmation and related information are enclosed.
    Per the Terms & Conditions paragraph our agreements are not leases, and the service agreement was for ************** services.
    Nature of an agreement: At all times, each Center remains in Our possession and control. YOU ACCEPT THAT AN AGREEMENT CREATES NO TENANCY INTEREST, LEASEHOLD ESTATE, OR OTHER REAL PROPERTY INTEREST IN YOUR FAVOR WITH RESPECT TO THE ACCOMMODATION.
    Per the Terms & Conditions paragraph 1.5 provides the Automatic Renewal and Termination Policy:
    o AUTOMATIC RENEWAL: SO THAT WE CAN MANAGE YOUR SERVICES EFFECTIVELY AND TO ENSURE SEAMLESS CONTINUITY OF THOSE SERVICES, ALL AGREEMENTS WILL RENEW AUTOMATICALLY FOR SUCCESSIVE PERIODS EQUAL TO THE CURRENT TERM UNTIL BROUGHT TO AN END BY YOU OR US. ALL PERIODS SHALL RUN TO THE LAST DAY OF THE ***** IN WHICH THEY WOULD OTHERWISE EXPIRE. THE **** ON ANY RENEWAL WILL BE AT THE THEN PREVAILING MARKET RATE. IF YOU DO NOT WISH FOR AN AGREEMENT TO
  RENEW THEN YOU CAN CANCEL IT EASILY WITH EFFECT FROM THE END DATE STATED IN THE AGREEMENT OR AT THE END OF ANY EXTENSION OR RENEWAL PERIOD BY GIVING US PRIOR NOTICE. NOTICE MUST BE GIVEN THROUGH YOUR ONLINE ACCOUNT OR THROUGH THE **** THE NOTICE PERIODS REQUIRED ARE AS FOLLOWS.
  Term
  Month-to-Month
  3 months
  More than 3 months Notice Period no less than 1 months' notice from the 1st day of any calendar month no less than 2 months' notice prior to the end of the term no less than 3 months' notice prior to the end of the term
  Ready-to-use *****************working, Meeting Rooms, **************s & Flexible Working Plans regus.com
  Regus your way
  Work
    A Courtesy Renewal Notice was sent to the same electronic mail address used to complete the original online purchase, *********************** on May 10, 2023, notifying the Client of the need to terminate by May 31 2023. Since the Client did not terminate, a notice of Confirmation of Renewal was sent on June 5, 2023. These notifications are available on the Client's Online Account via MyRegus.com > Account > Documents > Agreements, moves, and renewals.
    Regus has received notice of termination through the Client's Online Account on August 30, 2023, for the renewal end date of February 29, ****, per the term notice requirements listed in the Automatic Renewal paragraph provided above.
  While we regret your experience fell short of your expectations it is Regus position the Agreement remains in full force and effect.
   
  

  
  

  Customer response

  10/30/2023

   I am rejecting this response because: I ABSOLUTELY DID NOT CONSENT TO AN AUTO RENEWAL IN ANY WAY NOR WAS I NOTIFIED. THIS IS ASCAM AND FRAUD.
  
  
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  RE: Dispute with Regus - Riverside - Turner Riverwalk (for Coast Trusts), Account # 11309105 During COVID, we opened an online contract with Regus to collect our mail as we were having issues with mail at our office. We needed a physical location for our clients to drop off their tax documents. However, we never received any mail from this facility. When our administrative assistant, *******, went to this location no one was at the front desk to assist us. Upon paying our invoices, we also noticed fraud charges on our credit card which we did bring to Regus’ attention. When I went to cancel the service, I was not allowed to cancel it. We had paid them for the service, but months went by and this payment was never applied to our account. ***** ***** was contacted to help in our dispute and they verified $286.45 was payment made on 12/16/21. Regus continued to insist that they never received any payment. However, in February they did find the payment. Since then, we have continued to receive invoices with late charges added over a year later. There has been over 250 ongoing communication e-mails between ****** ******, Regus’ Assistant Manager and myself. I have also communicated with the Internal Debt Collection team, which the account was turned over to. Regus has over 500 complaints against them with your offices. They have a “C” rating with you and the business is not BBB accredited. They also have negative YELP reviews as well. I have copies of e-mails, bank receipts and various other records that I can provide. I had my assistant, *****, call Regus Riverside on 10-10-22 and 10-11-22. She talked to ****** who stated that this account has been turned over to the collection department and all communication should be with their phone # of ###-###-#### or e-mail of *********************************

  Business response

  11/16/2022

   

  Re: Virtual Office agreement by between Regus Management Group, LLC (“Regus”) and Coast Trust (“Client”) dated February 23,2021 (“Agreement”)

  Dear ********:

  We are in receipt of your letter dated October 19th, 2022. We have reviewed the facts and conducted a formal investigation into the allegations you have presented We disagree with your claims and such, we will not be able to honor your request for an early termination or crediting of late fees. We have come to this decision based on the following evidence: 
  

  • Our business services are considered “essential” due to our mail receipt and delivery for other businesses; therefore, our center remained open and functional.

  • Any government restrictions or other external forces affecting your business are unrelated to the services and obligations under our mutual agreement.

  • Regus invoices were your standard Mailbox monthly of $83

  • In line with PCI DSS requirements, we do not store our customers’ debit/credit card details. Your card details are only available to the payment provider and institutions that are processing the payment

  • On November 9,2021, client received the standard renewal notice. Per the notice, we ask the client for 11/30/21notice to terminate effectively 2/28/22.

  • Client gave notice on 12/30/21.

  • Payment of $286.45 posted on the account 2/20/22.

  • We wanted to resolve this mutually on 12/21/21 to revise the mutual agreement to a Month-to-Month to shorten the term to terminate effectively 3/31/2022. Client refused to sign the revised renewal.

  • The account remains to be unpaid.

  • It is our business 'position no agreements will be released early, nor downgraded, nor refunded due to the COVID-19 situation. This our global position and will not change. 
  

  While we regret your experience fell short of your expectations, it is Regus’ position the Agreement remains terminated for Contract breach, due to non-payment as of 8/31/22. If you have any questions, please let me know. 
  Regards, 
  ****** ****** 
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩