ComplaintsforRegus Management Group, LLC

• Initial Complaint

  12/28/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I began lease agreement with regus in sept 2021 for 14 months for virtual office services. These services were to include a local landline phone number and phone services that would give me the option to have the phone number ring to my cell or go straight to voicemail. I noticed that my cell would never ring, I would only get voicemails to my phone, I reached out to the Regus office in Lewisville, TX and spoke to Samantha Gunn who was a community mgr at the time who advised me that she had fixed the phone issue and all calls would go directly to my cell phone. The service worked for about two weeks and then I begun missing calls again, customers and vendors were complaining that they couldn't reach me so I tested my phone number provided by Regus and yet again, it was not ringing, it was going straight to voicemail. I went in person and spoke to a Ra'Neicia E******* who showed me where she attempted to change the setting to provide me with the service that i was paying for and said she was unable to in the system because it was blocking her. She went on to say she had not been trained and gave me a help desk number. I called the help desk number, and they referred me back to the Lewisville office to Raneicia. I asked for a manager or office of the president resolution number and they referred me back to the help desk. I reached out to the sales rep who originally sold me the contract who's name was Mike I believe and he did not respond to my inquiry. I have had nothing but issues the duration of this contract. I've had billing mistakes, lapses in customer service and now not getting the resolution I need to efficiently run my business. I have lost time, money and resources because of this phone issue. This account is listed under*********************************************************************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed a 1 year agreement for a virtual office for my business in March 2020. Immediately afterwards, I observed a lack of basic customer service & assistance (significant billing issues, emails without responses, primary service of mail forwarding not done). Therefore, I directly contacted Regus via email with a request to cancel 10/26/20. I received a reply confirming they submitted the termination request & that the end date was 3/31/21.  On 12/22/21, I received an email from ************** on behalf of Regus claiming there is a balance of 1048.90, which they will settle for 524.45 if paid by 12/27/21. Given I requested termination 5 months prior to the end date, per Regus confirmation, the account should have been closed as of 3/31/21. I enrolled in their automatic payment system & Regus acknowledged its extensive issues. Contact relaying a final debt prior to sending the account to collections was not received. Any postal mail from Regus regarding this issue was never received. Multiple emails have been sent to Regus regarding this issue, to only receive generic responses: "Unfortunately, we have not been able to find an open query related to your email address or account number". This is especially concerning considering prior communications with Regus agents using the exact same email address. Despite outreach, I have also been unable to reach anyone directly by phone. If there is actually a legitimate billing issue, with supporting documentation, I am willing to resolve this with Regus. However, the evidence strongly suggests Regus is using unprofessional practices & this account was hastily sent to collections outside the normal business scope of practice. I also am requesting 1) billing issue resolution & the account be closed in good standing 2) no adverse credit reporting from any related party 3) removal from & no further contact from any collections agency. I am concerned Regus is using unethical business practices and should be held accountable.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  When I started my account March 2021, I paid first month, set up fee. I was told at then that you pay for the month in advance. I paid the $62.00 month rent and the $68.00 set up fee, that was for the month of March. I then paid another $62.00 the middle of March for April. From April forward, I made a payment every month forward. I never missed any payment. In July, I received an email stating that the office site was closing and I was then transferred to Central Ave site. The Carillon site refunded me $82.00. I paid the $82.00 to Central Ave for the partial July payment which were $16.00 and full payment for August in the amount of $62.00. I never missed and payments. I happened to look at my bank statement and notice in December, there were multiple charges from the Central Ave site $90.10, $62.00, and $28.10 on December 20th. I paid $62.00 November 8th, and another $28.10 on November 17th. I actually spoke to the manager several times regarding these extra $28.10. I was told that I didn't have my bank card set up in the system to automatically draft my payments. In the beginning of October, me and the manager did step by step over the phone to set up automatic drafts. I have no clue why it never went. I spoke with her again November 16th, we set it up again. Which gave me another $28.10 charge. I only had this problem at the Carillon site when I first signed up and waiting for automatic draft to start. After that, I never had a problem nor never late. I have all my bank transactions that shows when I paid and the amount. According to the invoice the manager emailed. It shows I owed $62.00, $28.10 since July. Also, I wish to end my contract February 28 2022. On Friday Dec 24th 2021, I received an email regarding discontinue my lease. I tried to click on ending it February 28th but everything was grayed out therefore I wasn't able to end contract. I replied to the email stating I wish to end my agreement on February 28th 2022

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October 24 2021 I logged into the Regus account and attempted to terminate my agreement since I knew it would auto-renew in December. The system would not allow me to terminate the future agreement so I contacted customer services. Amanda in customer service terminated the agreement and sent me a confirmation email. On November 30, 202 Regus deducted $99 from my account as part of their renewal fee. I contacted the company and explain that I previously terminated the agreement. The company advise that I would have needed to terminate the agreement in September and not October 2021. I explain that I was not advised of that during my conversation with the representative and received a confirmation email. The first person I spoke with said there was nothing they could do. I sent the email confirming the canceling of the account and the rep at the help desk replied advising that the money was auto deducted from my account. I contacted the Westfork representative who also contacted the company and supposedly everyone was working on it and I should have a resolve in 1-3 businesses day this was on December 9th. On December 15th I emailed the company as I had not received any communications related to my request and complaints. On December 20 the I received emails where the company was attempting to deduct money from my account again. I logged on to find two invoices totaling $81.43 and a transaction where the company was trying to charge my account $148.50. I need this company the cancellation, stop trying to charge my account these unexplainable fees, and refund my $99.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Regus "SPACES" is a large company that leases temporary offices. We have been a customer for about 5 years in the SPACES office in ************* CT. Recently, they increased the lease rate by 100%. They have an "autorenewal" clause which means that if you don't cancel, the lease automatically renews at the new rate, with or without consent from the Lessor. This is clearly unethical, if not illegal, in the State of CT. AND, you need to opt out a minimum of 90 days before lease end (in the fine print). OK, bad, but that's not the worst part. The worst part is that they PREVENT YOU FROM ENDING THE CONTRACT. Calls to the "helpdesk" are always dropped. Emails to the office are returned saying, "You need to contact the helpdesk", or "use the portal to resign". A nice secretary said in email she would refer my case to the helpdesk and to the regional manager, but there has been no response from them since. In the portal there is no way to end the contract (that I could find. IF it's there, it is carefully hidden). At the least these are very deceptive practices. Or potentially illegal in CT, especially during these times. My expected resolution is acknowledgement in writing from Regus that my contract will expire on Feb 28, 2022 and my full deposit will be returned at that time.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On August 9th, 2021 I signed up for a business membership With REGUS ******** online. To My understanding my membership was a pay as I go monthly plan with no lease agreement. I also needed to sign and submit a mail agreement form, in which stated. IN ORDER FOR REGUS ******** TO COLLECT MAIL ON BEHALF OF MY BUSINESS. I MUST COMPLETE THE FORM SIGNED WITHIN 10 BUSINESS DAYS OR MY AGREEMENT WILL AUTOMATICALLY TERMINATE. Although, I was uninformed it caused me not to sign, and return the agreement form within the 10 business days. My account should've been terminated immediately, but no it was not instead REGUS ******** decided to constantly bill my business account, and disregard their rules. Due to the fact of being affected by a natural disaster (COVID-19). I missed 1 monthly $75 dollar payment. My account immediately racked up unknown late fees. After not having a clear understanding On what is owed, and all the fees added to my account. I contacted a manager at REGUS ******** by the name of ERIN. Who's in fact the most rudest person I've ever met in my life. In the middle of a pandemic She showed no compassion to the past due account & racked up unknown fees. On September 9, 2021 I contacted REGUS ******** . I informed the company I'm unable to pay this monthly payment/Fees. I stated I would like to cancel the membership Immediately. I was told by the new REGUS MANAGER My balance was forgiven. I received an email saying my membership was canceled and I should no longer have to pay any membership fees. This is not acceptable on REGUS ******** behalf as they promised I will not have a balance, nor owe anything. I'm not responsible for this debt. REGUS has been using Abusive language and tactics towards me such as calling my phone every day at 1:00 PM Eastern time. They've went as far as contacting my job. REGUS HAS ALSO EMAILED ME EVERYDAY, SINCE SEPTEMBER THREATENING TO TAKE LEGAL ACTION IF I DON't PAY THE TOTAL OF $850 dollars. WHEN THE ACCOUNT SHOULD HAVE BEEN T

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After my lease ended at one of my locations (*******, BC), my retainer was never returned to me. At the same time, my Vancouver location lease was extended, yet I was charged a restoration fee despite me never leaving and thus my office never being restored. It's been SIX MONTHS. Every month there is some silly new reason and every month they say "sorry, we'll escalate that again." Six months... just to put a couple credits on my bill.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We signed a 1 yr agreement Dec 31 2020 and we have been trying to cancell all 5 locations. 3 locations have been cancelled but we get the run around for the last 2 months to no avail. We have sent numerous emails and all calls get disconnected. Regus invoice number ********** Regus Invoice Number ***********

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I secured a virtual office pkg during the winter months of 2020 just before the pandemic and when I lost work because of the shutdown, I reached out to them around April of 2020 to explain that I would not be able to continue because of the current state of the world and the lack of business or work. They've been charging me since and continued charging me and I have never used their offices or never even been to their office. I've requested that they stop charging me because of Covid-19 and the pandemic. I have lost immediate family members to Covid-19, business and ultimately, I lost my house this past October but yet they are destroying my credit and my name with these countless invoices. It's bad business and I've asked them several times to stop sending me invoices and stop me billing me. They will not stop so I don't know what's their game plan is or their exit plan. They've been continuously charging me even when they said they would stop in May 2021. Please help me find a remedy because I can't "pay" attention so I know I can't afford to pay them over $1K dollars for something I've never used at all.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  An agreement was signed in August to get an office space ON October 1st, Unfortunately at last moments notice the company was not able to accommodate my business. I sent an email and called multiple times to cancel the agreement by August 26th . I hadn't heard anything so I assumed it had been cancelled. Fast Forward to around September 23-30 within this time frame the center manager called and asked about picking up keys and confirming the move in date. I told her that the business could not accommodate my business, and I was no longer interested in the space I asked had no one let her know through email when she reached out she stated no one did, I even gave her the name of the rep who I originally spoke with who was Brian g***** and originally stated to that I wanted to cancel . so this required me to call and when I talk to another rep he's like oh well we don't operate on usage we operate on agreements which didn't make sense. I've talked to multiple people to cancel the contract and then one guy stated oh well you have to let us know in advance , in which I stated I I told them waaaay ahead of move in which I told them around September 1st. I even outlined why I could get out of my agreement and they refused to cancel it. Then they had the audacity to create an agreement up until September 2023 like what I def am not interested in an agreement for 2-3 years, so not only that their rep fraudulently placed me on a 2 -3 year agreement. I only recently found out in October through a rep I had to cancel it online. I have records of calls called and emails sent and they still refused . The contract only seems to work for them when they want it to. Regus breached their own agreement & intentionally was uncooperative in settling matters.Now they are saying I owe them and threatening to send the empty balance to collections . I don't owe them anything if the space was never moved into.

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