ComplaintsforRegus Business Centre Miramar

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the month of January 2023, I had an issue with my bank processing my rent payment of $833. 65 to Regus Miramar. I reached out to the receptionist, ********, on 1/16/23, to inform her of the issue. I asked her if she could send me another invoice so I can re-submit the payment to avoid missing the payment. She said she could not, and that she would have to wait for the payment to be returned to Regus from the bank in order to send out another invoice. I said OK, I will wait... She said in the meantime, I have a late fee of $43 on my account that I need to pay, and that I did immediately. So, weeks have past and I did not hear from Regus, until the closing of the month. And, this is when I started to get threatening emails that I need to make a payment to avoid eviction. I, therefore, contacted the manager, ***** *******************************, on 2/1/23, to inform her that I will make the payment that afternoon. She said that it is fine, and that she will send me a second invoice to do so, but the payment has to be made by check. I said, OK. So, that afternoon, I resubmitted the payment by check as promised. The processing time takes 1-3 days, as ***** is well aware.... But, *****, contacted me the next day to say I violated our arrangement! She failed to see I paid my invoice on February 1 as promised! She therefore cut off my internet and phone services. I work both in office and remotely, providing psychotherapy services to a very sensitive population. I was unable to work, receive calls or use the internet. In addition, my income and productivity were negatively affected for 7 days. There was no cause for the manager to disconnect my services. She simply neglected to see that my account was paid as arranged on 2/1/23. Then, upon her reconnecting the services, she rudely interrupts my lunch by having me to find the outlet codes on the wall to restore the services. Then she arrives at my office unannounced to move furniture around to confirm the codes.

  Customer response

  02/28/2023

  I attached proofs of payments.  Please see attechments.  Thank you

  Customer response

  03/02/2023

  Hi, ******

  
  

  Here are the two receipts attached.  The first one shows proof of payment for rent for ******** which was January 15, 2023.  Unfortunately, it was returned later that month. 

  
  

  The story:

  
  

  After making my rent payment with Regus for January 2023, I saw it did not go through my bank account.  I immediately contacted Regus to report the issue, and to make a replacement payment.

  
  

  The office manager, ******, told me that because she did not see the returned check in Regus' system, there was no way she could re-invoice me to make a second payment.  She explained that I would have to wait for the payment to be returned to their system.  I, therefore, waited.  

  
  

  Once the payment finally showed up, I was hit with several notices to make the payment, or, eviction will ensue.  I, then, spoke to the other office manager, ***** *******************************, to inform her that I reported the payment issue with ******, and I was waiting for an invoice. I asked if she could send me another invoice to cover the missed payment.  

  
  

  ***** agreed to send a second invoice.  It was February 1, 2023.  She explained to me that I have to pay by check.  I said I would do it that afternoon.   As promised, I paid the invoice on February 1, 2023.  Please see the second receipt. 

  
  

  Because ***** did not see the payment, she disconnected and interrupted my internet and phone services.  She failed to do her search through her company's system to see I made the payment.  

  
  

  As a result, I was without services for 7 days which is a long time in my line of business where I treat patients with mental illnesses.  
  

  
  

  I, therefore, asked her for a refund on my rent, and a waiver on the late fee for her negligence.  She declined to do both, even with knowing that I have been a client for  Regus over 20 years with an excellent payment history.

  
  

  And, this is why I am pursuing your help.

  
  

  Thank you

  
  

  Gardenia Women

  
  

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

  Psychotherapist

  Business response

  03/09/2023

  Good afternoon ******, 

  
  

  I hope this email finds you well. 

  
  

  I am reaching out to you regarding a BBB complaint addressed to our facility located at ***********^th Ave Suite 110 Miramar, ** *****, complaint ID ********.

  
  

  Both my team and I have exchanged email correspondences with ************ in regards to the balance on her account and the prior past due balance which had been previously paid, however, that payment was returned.  Due to payments not being made by the due date listed on the invoice, which is consistent month over month, late fees were assessed on the account. A solution was provided to ************ for the most recent late fee to be credited once automatic payment is set up on the account. To date, ************ has not enrolled in automatic payments and has since paid the remaining late fee balance on March 8, 2023. The remaining balance on the account is due on March 15, 2023. All invoices and payments are viewable through the customer's online account which is available to them 24/7. Additionally, all payment methods available to the customer are included in their monthly invoice which is both emailed to them and also available through their online account. 

  
  

  Should you need any further information, please do let me know. 

  
  

  Thank you,

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

  Community Manager Team Lead - *******

   

  Tel         *****************

  Email     *********.*****@iwgplc.com

  Customer response

  03/09/2023

   
  Complaint: 19492658
  
  I am rejecting this response because:

  My complaint to the BBB has nothing to do with the late fee.  I handled that issue on my own with Regus. I (reluctantly) paid the late fee of  $66.68 on 3/8/23.  

  It has, however, everything to do with the interruption of my utility services in my office space where I could not make or accept any business phone calls from my patients or prospective clients.  In addition, I had no access to my internet service. This was all during the time my rent was paid and up to date. 

  Following payment, Management failed to restore my services. This failure was simple neglect (Manager, ***** ******************************* admitted to it)...

  It had nothing to do with the unpaid late fee of $66.68. *** late fee became an issue in March, the following month. I was threatened again to have my services turned off even though I told Management I am disputing the late fee because of an administration error on their end.  

   *** issue, therefore, is on January 31, 2023. I was emailed a letter with an invoice attached to pay ********* rent of $833.65 or the services would be turned off.  I called the manager on February 1, 2023, and reported to her that I would make it that afternoon.  I made the payment that afternoon on February 1, 2023.  *** services were turned off the same day, and were not turned back on until 9 days later. 

  I am, therefore, asking for compensation for that period of nonservices.  I did not have the full use of my office.  And, I paid full rent on those 9 days.    

  Sincerely,
  
  Gardenia Women

  Business response

  03/17/2023

  Good afternoon ******,

  
  

  Please see below response to the most recent complaint. 

  
  

  As explained to ************ in the email attached, her services were restricted due to non payment. Our team had requested for ************ to provide proof of payment, which was not provided and this was communicated via email on February 2nd. Her payment did not reflect as made until February 3rd, and it can take from 48 hours to 72 hours for the payment to fully clear. Had ************ provided the proof of payment to our team when requested, services could have been restarted. For this reason, we will not be issuing a credit.

  
  

  We have also advised ************ that recurring payment can be added to her online account. This will prevent late payments moving forward as well as late payment fees. Per the terms and conditions of our agreement, section 4.3, automatic payment is required, this has not been set up on **************** account. We are happy to continue with **************** current payment arrangement, but payments do need to be made on time by the due date listed on the invoice.

  
  

  
  

  Thank you,

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

  Community Manager Team Lead - *******

   

  Tel         *****************

  Email     *********.*****@iwgplc.com

  Customer response

  03/20/2023

   
  Complaint: 19492658
  
  I am rejecting this response because:

  First, let me reiterate, the manager, *************************************, verbally told me that she forgot to restore my services.  This was 9 days after the service was disconnected.... 

  Second, at the time of my telephone communication on February 1, 2023, with ***** *******************************, she only instructed me to pay my rent, and to pay it by check via REGUS IWGPLC, in which I did. She made it clear that I could not make through a credit card.  

  As a tenant, everything is done via electronic communication and transaction, except for phone calls.  When I make a payment of any kind, via check, or otherwise, I get an email receipt of proof of payment the same time, or after Regus gets an email receipt of proof of payment. 

  For them to "wait" on me to show proof of payment in order for them to restore my services (when they already saw the proof and  had the proof in their system) is nothing short of passive aggressive slum landlording that would rather blame the tenant than take on the responsibility.     

  Please note,  If rent is a day late, Regus does not apply this "wait and see" response to take action.  They prepare for eviction immediately, and not a second later.   

  
  
  Sincerely,
  
  Gardenia Women

*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. ↩