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Regus Reviews Summary
Regus has garnered a largely negative reputation among its customers, with frequent complaints about hidden fees, billing issues, and poor communication. Many reviewers express frustration over the difficulty in canceling services and the lack of responsiveness from customer support, leading to feelings of being misled and trapped in contracts. While some customers appreciate the local staff's friendliness, the overarching sentiment is one of dissatisfaction, particularly regarding management's failure to address concerns effectively. Overall, potential clients are advised to exercise caution and consider alternative coworking options that prioritize transparency and customer service.
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We asked for a quotation on their office price. They said 400 euros. We said okay. They said it would have to be 500 for a bigger office. We said fair enough. We signed nothing and they only have a phone number. We saw an online form and they said we signed serious papers and we now have to pay 1300. We said no way. They kept "billing" us (Over email!) and now we "owe" them upwards of 2000 euros, and they're threatening to sue and send debt collectors our way.
These guys are scammers. Give them nothing.
I'm so glad I found this website!
It seems that so many have fell for Regus accounting scams that it's time for a class lawsuit.
It's coming Regus!
Hi Omar – I can feel your frustration and I am sorry about it. How can I help you though? I cannot identify your account with the information you provided.
Can you please email me at [email protected] with your company name and account reference (as displayed on your invoice)?
I look forward to receiving more information from you.
Best,
Sandra Melody
Head of Customer Services
NB: Did you know that you can also check your agreement, meeting room bookings and other services through your online account? Simply go to www.regus.com and log into your account. From there you can also check payments and download your invoices, which include a summary of the net balance on your account.
So I've been waiting for my retainer fee now that the lease agreement has been updated as this has been a back and forth game since May 2021 that they were trying to keep charging me for an office that I moved out of. I requested my retainer fee back on July 24th and moved out July 31st. Now they say it takes 30 days to process (which no one understands that being that it only took like 2 weeks for them to take money out of my account without my knowledge). After their staff stated that they would take the fee out of my retainer fee. They also added a late fee to that. The fee was for a little over $267 and the late fee was about $39 and they took that out my account on Saturday(yesterday) but they could never talk to me about when I'll get my money. It's always oh it will be another 24-48hr for us to review your account. It's been about 3-4 24-48hrs and little miss Sandra that sends those copy and paste messages hardly responds to your emails. She did the first time and then after that nothing. Don't say if there's any issues just to reach out if you really don't mean that. This situation has been sooooooo stressful. In these times that we are in; no one has time for this blood sucking company to be playing with their money and definitely not their time. I'm about to assume that they would like for us to get so stressed out that we will get tired and forget about it so they could just keep them money. I'm sure people have definitely done so. However, the same way they wanted their money and took it. I want my money as well. Even though it's such an over charge for that closet of an office space that I had that I didn't even have anything in that office to be fixed worth $267. Maybe like 3 small areas to add a little touch up paint and that's it because I was sure not to add holes or anything in their walls and I didn't add much in there because it wasn't much space to do that with. They really are a whole disaster!
Hi Marquita, I am sorry to hear of your frustration.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for our customers.
Unfortunately there have been some delays with our refunds and I’ve heard from our Payments team that yours is scheduled to be processed with our December-15th pay run (to the bank account ending 7986).
I apologise for it, on their behalf. I will have a senior member of my team contact you if there’s any concerns with the bank details you gave us via your online account.
The well-being of both our customers and employees is very important to us. You may think differently and I respect your opinion highly. However, I believe this is not the right place to debate such topic.
All the best,
Sandra Melody
Head of Customer Services
[email protected]
First off, Sandra please keep your responses to yourself. Now, Unless you have my retainer fee ready to be sent to my account I don't care what you're talking about.
I've been dealing with getting this business ordeal completed with this horrible business since MAY and we're still going back and forth. None of the managers will talk to you because they (can't transfer calls because NO ONE is working in the office but from home). However, that should be a sign in itself. If Regus has their workers NOT at an office saving money on office rental space. How are you selling office rental space and holding people hostage but your employees are working from home with no ability to reach Managers? I can never speak to anyone. I keep getting the run arounds via email. Any one with a brain that works knows that you can handle things much quicker if you just pick up a phone and speak to get the answers that you need and be sure that all T's are crossed and I's are dotted. However, they would rather hold you hostage and try to keep your money. PLEASE DO NOT DO BUSINESS WITH THEM! Regus is the COVID-19 of these businesses at this point
I settled account in March 2021 with collections agency for a contract that would've ended in August- well before the 2 month requirement and now all of a sudden I am being billed again and the customer service rep who responded to my email is refusing to give me contact information to their billing department. STAY AWAY FROM THEM! Nightmare
Hi, I am very sorry to hear of your experience.
There must be a reason for invoices to be raised, and I’d really like to clarify the situation and assist you.
Unfortunately I cannot identify your account. Could you please email me at [email protected] with your company name and/or account reference (as displayed on your invoices)?
Many thanks,
Sandra Melody
Head of Customer Services
NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com)
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.
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 [email protected] to discuss further options.
Best regards,
Sandra Melody
Head of Customer Services
Worst service, hidden agenda! Record your voice calls, have recorded conversations!
I will advise run away! You will be wasting your time! Anywhere in the world would be the same!
Using Marketing Tactics, Sales Tactics, and Legal Tactics!
Beware Run Run Run!
Hi May,
I am sorry to read your comments and apologise if we haven’t provided you with the level of service that you expect and deserve from Regus.
I’d love to help but I am unable to identify your account. Could you please email me at [email protected] with your company name or account reference (as displayed on your invoice)?
I look forward to receiving more information from you.
Best,
Sandra Melody
Head of Customer Services
NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com).
Worse company to work with, I recommend using a different type of office workspace. The workers only really care about themself and they have horrible customer service here. Save yourself the time and effort and find another workspace to work with. I rarely write reviews and I have to say I am irritated and frustrated with this industry, not just this location but with the whole company. They do not take care of their clients and I do not recommend working with these people. Save yourself the headache and choose a different place. I recommend industrial workspace. Absolute horrible experience, they made me pay for a month that I wasn't even in town and I specifically told them that I only wanted to stay 2 months, a lot of money wasted here. Save yourself
Hi,
I can feel that you’re disappointed and would really like to help. Regardless of the reason I understand how frustrating it can be and apologise if we haven’t provided you with the service that you expect and deserve from Regus.
Your post is anonymous though, which doesn’t allow me to investigate and contact you. Could you please email me at [email protected] with your company name or account reference? You can find both of those on your invoices.
I look forward to receiving more information from you.
Best,
Sandra Melody
Head of Customer Services
NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com).
Full of empty promises, false information, agressive customer "service". If you bring up anything negative, they attack you and make working impossible. Really like bullying kids at school. Avoid them at least in Belgium.
Hi Katriina,
I acknowledge receipt of your complaint.
Regardless of the reason, i understand that situations can sometimes be frustrating and apologise if we did not provide the level of service that you expect or deserve from Regus.
Still, your review is quite harsh and you’re not allowing me to check the details of it, since you posted anonymously.
Can you please email me at [email protected] with your company name and account reference, so I can assist? You can find such information on your invoices.
I look forward to receiving more information from you.
Best,
Sandra Melody
Head of Customer Services
NB: Did you know that you can check your agreement, meeting room bookings and other services through your online account? Simply go to www.regus.com and log into your account. From there you can also check payments and download your invoices, which include a summary of the net balance on your account.
In January a manager was killed by an unhappy client.
No doubt the complete failure of customer service contributed to his despair.
Staff is constantly berated because they have no authority to fix problems created by Regus. Problems like overcharging, failing to deliver mail, failing to answer phones, closed locations with short notice, failing to enforce mask mandates, failing to clean rooms after use, on and on... Why not fix the recurring problems instead of recycling "bot" answers? Canned responses are unhelpful and insulting.
Same on Regus!
Hi Robyn,
I’m sorry if you felt the need to escalate this. Transparency is key to us and we work hard to ensure we provide our customers full clarity on everything that we do. There’s nothing “illegal” in our processes and I’d love to clarify this misunderstanding. Unfortunately you’re not allowing me to help since you’ve posted anonymously.
Can you please email me at [email protected] with your company name or account reference? You can find both of those on your invoices. I look forward to receiving more information from you.
Thank you,
Sandra Melody
Head of Customer Services
NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com).
The company continued to sell services even though the Sunnyvale and San Jose (SPACES) Centers were closing within a few days. They gave five days notice and failed to obtain our business mail and destroyed our telephone records.
We will file complaints with the Public Utilities Commission and Federal Communication Commission for the disruotion and destruction of our private and confidential communications.
Good Luck All.
Hi all,
Avoid at all costs! I would have put 0 if I could.
It feels like dealing with scammers.
I was entirely mistreated from the beginning; they claim to be flexible but they are not. The sales rep will tell you that you can try initially for a month but then they suddenly charge you an extra month 8 days after charging me the first "trial" month. I started my sub on the 4th of October asking them to have the flexibility of just trying until the end of October and then renewing at that time, but a direct debit was taken on the 12th of October for the month of November. On the phone I was told that I would be able to decide at the end of the month. You can imagine my surprise when I got charged the €320 fee for November… I was even more surprised when speaking to the reps team, they tell me that nothing can be done now and a refund cannot be initiated. I have experienced a nightmare dealing with their various customer service / accounts teams. Everyone seems to be sending responsibility to each other... They force you into an engagement despite clearly discussing your needs and agreeing on the phone to the flexibility/trial element. This is a clearly mis-selling case and no one seems to care to fix the situation.
I have never seen this and I highly recommend finding another provider. I am now stuck with them for an extra month, they charged me without my will, and as soon as I asked them to stop my account, I had to write many emails, phone calls, etc... no sense at all of customer service and customer satisfaction.
Don't ever consider what they say over the phone as granted as they always point to the written T&Cs even if the sales rep has committed to you verbally.
Not sure how in the current age, we can still find such a bad customer management experience.
I have cancelled my subscription and will never come close again to their service and run to their competition, much more flexible and customer friendly.
Hi Nicolas, I’m very sorry to hear of your dissatisfaction.
Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
Whilst our agreements do offer flexibility, some advanced warning is necessary should you wish to end with us, and it should be no less than the specified notice detailed in your agreement terms.
We have received great feedback about the quality of our service, and I apologise if you’ve experienced otherwise. Your satisfaction is very important; therefore, we made the relevant enquires and put matters right.
A member of my team has already been in touch with you to discuss the situation; I’m happy to know that you’re satisfied with the resolution provided.
Thanks for your constructive feedback, it’s through feedback such as yours we are able to improve.
Should there be anything further I can assist you with, please do not hesitate to contact me directly at [email protected]
Kind regards,
Sandra Melody
Head of Customer Services
This is the most dishonest company I have ever encountered. They will tell you one thing face to face, and then blindside you with charges that are contrary to what they told you in person. I will never ever do business with them again. I would not recommend them to anyone!
Hi Jarod,
I understand and appreciate that you’re disappointed, and would really like to help.
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. This service is part of your agreement. On behalf of your Community team, I’d like to extend a full apology if this wasn’t explained to you.
I have checked your account and could also see some late payment fees. As you know, our invoices are payable no later than on the 15th day of the month. If paid late, your account automatically incurs a late fee.
You can review invoice and payment dates on your statement of account, available in your online account.
I’d be happy to support you should you need additional assistance and/or further information. Please don't hesitate to log into your online account (www.myregus.com) to check your service agreement and review our FAQs.
Regards,
Sandra Melody
Head of Customer Services
[email protected]
This company is a joke and totally has no regard for how to conduct business in a community within a civil society.
I called to rent an office and asked the person if the office was Google compliant and he assured me it was, so I signed up. About an hour later, after doing some checking I found it was, in fact, not Google compliant. So I called back to tell him I wanted to cancel because it wasn't Google compliant. He said he couldn't, but gave me to someone who could. This person said she couldn't but gave me to someone who could. That person sent me back to the second person. This went on for a couple of days until someone told me it couldn't be done. Such incompetence and such pettiness to not not do the right thing. It COULD be done, anything CAN be done, they just w
WOULDN'T do it, which is totally different than couldn't. And this is all over a $56 a month rental. Then they told me they have a $375 a month which is Google compliant that they could switch me to. So they admit they made a mistake but still refuse to budge. At that point, there was no way they were getting any business from me. They kept harassing me like their lives depended on this $56 that they only signed me to under false pretenses.
In the meantime I had filed a complaint with my bank and they returned my 2 months rent and eventually found me to be in the right, in this case and closed it out and blocked this petty company from being able to take the money from me on auto pay.
But this didn't stop the most petty company ever. They continued to harass me and now a collection agency, Caine & Weiner is harassing me.
This petty company could have had my business and my whole nationwide company's business, but now they get nothing. BEWARE AND STAY AWAY.
Hi Joseph,
I understand and appreciate that you’re disappointed, and would really like to help.
I have asked a senior member of my team to review your case and contact you to resolve the situation.
You have my details if you need to send any additional information.
Best,
Sandra Melody
Head of Customer Services
Beware do not rent from Regus. I rented an office for 4 years from them when I moved out they Charged $330.00 cleaning fee. I moved out over a year ago and I still cant get a refund on my damage deposit. The people at the local Regus in Destin Fl have been great trying to help me but Cooperate Lies to them as well. I cant image working for a company that would lie to there local area manager. I have been promised payment for over 9 month and have not received a dime. Company Name is RANSCO LLC.
Hi Randy, thanks for sharing your concerns.
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.
This service is part of your agreement. On behalf of your Community team, I’d like to extend a full apology if this wasn’t explained to you.
As far as your retainer is concerned, I have checked your account and can see that the bank details you provided didn’t allow us to process the refund (you can see the same information through www.myregus.com >> Account >> Billing and payments >> Retainer balance).
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers. Can you please log into your online account and confirm your bank details? We’ll then expedite the refund.
Please let me know when done at [email protected] and I’ll ensure we contact you with an update.
Thank you,
Sandra Melody
Head of Customer Services
Today Sandra replied to my messages on both message boards and via email. She basically copied and pasted the same response she has given to other customers about the terms and agreement. I replied and explained that these terms were written in an intentionally deceptive and unclear way. I further replied that the copies of the renewal email she sent me (which was in French, not in English) I clearly speak English mentioned months not years. This company is intentionally misleading customers to keep them in contracts. I replied that the only solution I will accept is for the contract to be canceled and the money returned. I await their reply.
Hi Latasha,
I am sorry if you feel this way. We have tried to explain how our agreements work. You have been with us for several years and already experienced renewals. I am surprised that you’re now challenging this known process.
Transparency is very important in everything that we do. You have a business to run and our objective is to partner with you to help you grow even further. However, we also have a business to run and cannot cancel signed agreements.
Your language and other settings can be amended through your online account i. E., myregus.com. French has been your invoice and communication language since day one but I’ve just updated it to English for you.
Should you want to discuss the situation and/or have any other questions, I am here for you; you have my details.
Best regards,
Sandra Melody
Head of Customer Services
They sited the non renewal clause but I have no copy of the contract in my account. The emails says I have a monthly service contract and states nothing about the auto renew clauses This company scams customers. They charged us for three months after we cancelled in August. Customer service left me on hold until the company closed then hung up the phone.
Under no circumstances give this company your credit card or other personal information. When I saw that they had fraudulently charged my card, I called, emailed and messaged them. I believed this to be a mistake on their part in the beginning but quickly realized that this is how they routinely do business. I contacted my credit card company and filed a complaint with the BBS. I never got my money back. Even after all this, they continue to harass me with notices that say they "tried to call me" and threatening collection. It has been a nightmare. This company is HORRIBLE.
Hi Emily, I understand and appreciate that you’re disappointed, and would really like to help.
At Regus we take all possible steps to liaise with customers and ensure their accounts are up to date before contracting any third parties. This includes courtesy emails and calls from our team.
If you haven’t heard from us in the last few weeks, then I apologise. I’d like to review your account details to tackle any potential communication issues, and clarify the situation. However, I am unable to do so since you posted anonymously.
Transparency is key to us and we work hard to ensure we provide our customers full clarity on everything that we do. If your payment card was debited, that is because you gave us an authorisation. We wouldn’t be able to do so otherwise, and fraud isn’t part of our practices.
We greatly value your business and want to maintain a positive working relationship. However, it looks like the current payment situation needs to be resolved.
Please do allow me to help and provide me with your contact details at [email protected]. I’ll be in touch.
Thank you,
Sandra Melody
Head of Customer Services
Very bad attitude when you have a problem with the "agreement", they don't even care your complaints
Hi Yi-chung C, thanks for letting us know about this. We’re sorry you had this experience and would love to help.
However, we’re unable to identify your account based on the information provided here.
Can you please email me at [email protected] with your company name or account reference? You can find this information on your invoices.
Thank you; I will contact you then.
Sandra Melody
Head of Customer Services
NB: Please remember that you can review your agreement, invoices, check and amend your services at any time through your online account (www.myregus.com)
Regus business model is based on theft and overwhelming clines with false Invoices.
When I have asked to terminate my rent term, I asked that final payment (in the form of one month rent) will be done from my 2 months deposit held with Regus.
Instead of this Regus has applied a late payment fee equal to 5% Interest PER MONTH!
And on top of it an admin charge.
Thinking this would be the end of that.
Instead of paying me back my deposit and deducting these fees they keep charging me late payment fee and holding my deposit.
This is theft and Regus are thieves.
Hi Nethaniel,
We’re sorry to hear of your disappointment.
Our invoices are payable no later than on the 15th day of each month, as displayed on them.
If paid late, your account will automatically incur a late fee.
You can review invoices and payments on your statement of account, available in your online account.
We do understand that it can take time to set-up payments and usually invite our customers to arrange arranging automated payment methods to avoid incurring late fees, which can quickly and easily be done through your online account.
We do not pay invoices out of deposits. I am sorry if you weren’t clearly told about it but this is not something companies tend to do, for known accounting reasons.
Transparency is key to us and we are proud of what we do. There is no theft, no false invoices; we provide clear responses to all queries.
I’ll ask a member of my team to check your case and what your Community team confirmed.
I can see that you’ve already requested your deposit refund through your online account. You should receive it within 45 days after end date; it’s an automated process.
Thank you for your business,
Sandra Melody
Head of Customer Services
I terminate the service/agreement in Sep 2021 but the confirmation email saying it will end in 2026. I tried to email rep, no response. Also tried to call but no answer keep being put on hold. I left my phone number, no one calls me back.
This is really bad. The facility is OK, I would come again but the support is really bad.
Hi Tien,
Sorry to hear about your experience, but thank you for escalating this. I would love to help, understand what happened and why you haven’t been responded to yet. Since you’ve posted anonymously I cannot identify your account. Could you please email me at [email protected] with your company name and account number (as displayed on any of your invoices)? I will then make sure we immediately contact you. Thank you
Sandra Melody
Head of Customer Services
Currently having challenges getting out of 2-yr contract that we have no record of agreeing to. Regus is now claiming that they will have to back date all charges in order to update the account to a month-to-month from a 2-year contract. In addition, we were double billed which the company has not addressed. The complaints here seem to be consistent with their rating on the BBB:
***Failure to finalize leasing agreements upon written request, but continues to bill or draft payment beyond termination date.
***Failure to respond to consumer communications and/or poor customer service.
***Failure to make timely refund of security deposits.
***Failure to disclose auto renewal policies.
***Referral of accounts that have been wrongfully accumulated over to collections.
Update:
What is clear based on the high volume of negative experiences a number of customers have had with Regus, is that their policies need to be changed and binding contracts should be fully transparent to the customer. Thank you for the response, but my issue with the double billing as previously stated as well as being locked into a contract that we did not knowingly agree to has not been resolved.
Hi Regina,
Thanks for flagging this, although I am sorry that you had to escalate online.
Your virtual office agreement at Regus TX, Arlington - Ballpark Way started on June 13,2021 and its duration is 24 months.
Your purchase confirmation/agreement sits in your online account (MyRegus.com), in the Account/Documents section.
Your center team will be happy to provide it to you if you cannot find it.
I have checked your account and couldn’t see any service double billed. I will ensure a member of my team contacts you so we can go through your statement of account with you and clarify any remaining concerns.
Please remember that your centre team is available to answer any of your queries. Alternatively, you can contact me at [email protected] if I can help further.
We also remind you that you can check your agreement, meeting room bookings and other services through your online account. Simply go to www.regus.com and log into your account. From there you can also check payments and download your invoices, which include a summary of the net balance on your account.
All the best,
Sandra Melody
Head of Customer Services
I signed up for a single month and they claim I signed up for a full year. I have tried calling Regus several times and no one will call me back or email me back. They sent debt collectors after me. The debt collectors just send emails saying "we tried to call you" when they did not call me. I feel so incredibly taken advantage of and trapped.
I don't live anywhere near a Regus. I would never sign up for a full year. I was in town for two days. I only visited the Regus office TWICE.
Hi,
We’re sorry to read your comments and apologize for any misunderstandings.
Our agreements are very flexible, but they all have a renewal clause and you have to confirm their end through your online account (i. E., myregus.com).
I would like to investigate deeper on your case and see how I can help however, your post is anonymous.
Would you please be able to email me at [email protected] with your company details? You can find these on your invoices.
Thank you,
Sandra Melody
Head of Customer Services
NB: Please remember that you can check your agreement, meeting room bookings and other services through your online account (www.regus.com). From there you can also check payments and download your invoices, which include a summary of the net balance on your account.
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Hello Rafael,
We’re sorry if you feel you’ve been misled, please allow me to try to clarify with the few details you’ve so far provided.
Please know that we would only follow up on payment should a service have been committed to by signing an agreement. The process for this although simple takes several steps which includes providing your full company and contact details before selecting to confirm and providing a signature; it is impossible for us to do this on your behalf.
I’d be happy to clarify this further but I first need to identify you. Please email me [email protected] with your details so I can assist you. Thank you.
Best,
Sandra Melody
Head of Customer Services