ComplaintsforPembrook Commons Business Center

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been doing business with Regus for 4 years and in those 4 years the monthly cost has gone up 3 times, yet I continued to do business and pay monthly. I had never paid late in those 4 years. Recently I fell ill and was hospitalized for 2 weeks and 3 days, for the first time I got behind one time and got a $28 late fee, ONE TIME!! I reached out to ************************* the manager to ask for help with the fee and explain my situation, she refused to assist me in any way and told me there was nothing she could do, but reach out to the help desk. I told her I did not want to cancel, could she help me out this one time with the late fee, she refused and I told her then, that I wanted to cancel my service. I was blocked from my online account and refused to pick up my mail. Regus tried to charge my card a total of 6-8 times without my permission, I never set up auto-pay, I always went online and paid myself. I had to contact my bank, cancel my card, and receive a new one. Regus bills a month in advance and after I canceled still wanted me to pay. I went back and forth with the help desk for 2 months and I was harassed to pay the monthly fee and the late fee. After some time ***** told me she would remove the late fee but pay the regular monthly fee, I agreed and told her I had no access to my online account to pay, and she began to ignore me and ignored me for weeks. ****** and *** were upset because I reviewed their business on ****** reviews and social media. A few days later I received a threatening email from their collection department threatening me to pay or be sent to collections, I explained I reached out several times and was ignored and I had no access to my online account to pay. I was ignored it's been over a week. If I am billed a month in advance why am I being harassed and billed because I want to cancel? They're holding my mail and refusing to give me my mail, I filled out a police report against ****** for holding, opening, and refusing my mail.

  Business response

  08/01/2024

  The business has responded to this complaint but has requested their response not be published
  

  Customer response

  08/06/2024

   
  Complaint: 21945210
  
  I am rejecting this response because: I was told  VIA email that the late fee would be waived. After I left a honest bad review regarding the unprofessional services I received, they refused to honor that promise. They have not provided no services to me for the past 3 and a half months and in which I canceled. ****** on several occasions as the manager was always unprofessional and refused to assist. I am not paying them one dime because I do not owe them anything. I have not been to that location in 6 months and canceled services months ago, yet theyre continuing to charge me for canceled services. 
  
  Sincerely,
  
  ***********************************

  Business response

  08/14/2024

  The business has responded to this complaint but has requested their response not be published

  Customer response

  08/16/2024

   
  Complaint: 21945210
  
  I am rejecting this response because: ****** is still being dishonest, no late fee was EVER credited, this issues has not been addressed several times, I will not be paying a dime, because I do not owe this. ****** does not want her responses posted publicly because she knows she is being dishonest and has not done anything to assist. I have saved and posted all of her responses for reviews so others can see how they treat their customers. 
  
  Sincerely,
  
  ***********************************

  Customer response

  08/20/2024

  Its a shame that the BBB go above and beyond to defend these fraudulent companies. I filed my complaint and provided my proof and you defend them by not putting my complaint on their page? She should not have that right. I want my review on their page because customers need to know how this company is and the BBB is refusing to add my review for this company. Why? 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company refused to end my contract. I have cancelled online and they continue to charge my account and state that they will continue charging my card until the contract is completed. This company locked me in for 2 years. I explained that I no longer need their services do to my business failing and not running and sent them copy of my losses when I filed my taxes and they still did not cancel the services because my business is not closed and still shows an active LLC. I explained my circumstances and they still disregard it and continue to charge my account. If I stop paying they will continue to charge a monthly late fee of $27.80. So every month It will be $60.48 + $27.80 a total of $88.28 for services that I no longer use. Not to mention they increased their monthly fee without notifying me or have it in place in their contract. They were charging me $56.00 and now they increased $4.48. I am looking for help to end this contract. Unfortunately, the company refuses to do the right ethical choice of terminating these charges and contract. The Regus location is in Tampa, ******** ********* ****** **** ******** ****** ***** ****** ** ***** ****** ************ * ************ Thank you for your time. ***** ******** ************

  Business response

  06/27/2023

  Thank you for bringing this to our attention. Upon reviewing this case, we have confirmed that our customer has signed up online for a 24-month agreement for Virtual Office services. As we hold all of our customers to the same Terms & Conditions, the agreement will remain active until the end of its term which is 5/31/2024. While our agreements do not allow for early termination, as outlined in our Terms & Conditions under 'Ending an Agreement Immediately', there are specific instances where we can review on a case by case basis. This review requires specific documentation to be provided by the customer.

  Unfortunately, this customer did not provide necessary documentation in order to meet the criteria, resulting in their request being denied. 

  This case can be revisited when the request for proper documentation is provided by the client. 

  Customer response

  06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:THIS COMPANY IS BEING DISHONEST. I HAVE ATTACHED THE EMAILS OF PREVIOUS CORRESPONDENCE. MY COMPANY IS NO LONGER ACTIVE. THE TAX RETURN SHOWS NO INCOME. I HAVE PAID FOR SERVICES FOR A YEAR NOW THAT I HAVE REQUESTED IN JANUARY TO BE TERMINATED. FIRST THE COMPANY STATES THAT THE COMPANY HAS TO BE DISSOLVED AND THEN A MONTH LATER THEY CHANGE THEIR MIND. PLEASE SEE BELOW THEIR LAST EMAIL. 

   

  Good morning ***** and thank you for your patience while we waited for our Leadership to communicate with us.
  We have been informed that at this time your account does not qualify for early termination. She provided her findings below:
  
  The ONLY ways to early terminate an agreement (as our company changed our stance on this back in 2020) is due to Legal Bankruptcy with proof, a Death of the Customer with proof, and if they are a type of customer that doesn't fall without our Terms & Conditions and House Rules.
  
  We apologize for the inconvenience and hope this at least provides clarity on how the agreements work. Please let us know if you have any other questions.
  Thank you!
  Kind Regards, 
  Community Service Team 
  Claudia C******
  Community Manager

  PRIOR EMAIL:

  ***** ******** **** *****************************>
  To:
  ***** ********
  Thu 2/23/2023 11:11 AM
  
  Good morning *****,
  We have requested an early termination from Regus. They have now responded, letting us know that in order to terminate the agreement, due to your business no longer being active, they need certain documentation. Please provide: the confirmation of Dissolution of company from the State showing the company was dissolved.
  Please provide this as soon as you can so we can request this agreement to be terminated.
  
  *Note: this does not guarantee release from your signed agreement, however, Regus will take a look and consider on this individual basis.
  
  Thank you, we look forward to hearing from you with the requested information.
  
  Kind Regards, 
  ********* ******* ****  ******* ******* ********* ******* ******* ******** ********* ********* ***** ******** ****** **** ******** ****** ***** ****** ** ***** * ** ***** ******** *  ** ***** ********
  

  
  Sincerely,
  

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

*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. ↩