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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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I wish I could give zero stars. I rented office space from this company and it was the worst experience ever. Surprise charges to your account, very questionable business practices and high turnover, so you never get used to their staff. STAY AWAY!
DO NOT RENT
CROOKS
BOGUS CHARGES AND FRES SND BOGIS LATE FEES SND RENT TAISE GOR BOGUS REASONS ON S MONTHLY BASIS
No person to complaint to
Nobody cares
Your rent will not be posted and will disappear
Frequently
Customer service: doesn't exist
Hi,
Thanks for letting us know about this. We’re sorry you had this experience and would love to help.
Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We charge our customer according to their agreement and the payments will be allocated to the account as per the payment proof given by them.
I’d like to further help you, but you’ve posted anonymously, which stops me from being able to contact you. Please email me at [email protected] with more details, such as your company name and/or account number. This information is available on your invoices.
I look forward to hearing from you.
Best Regards,
Michelle Spire
Assistant Global Customer Service at Regus
Horrible management overall. The local manager in Boulder behaved as if she didn't have to do anything unless someone complained and then she would react defensively. They never cleaned the offices, did not supply desks and chairs in working order. There was regularly drug paraphernalia on the outside stairs of the offices, broken coffee machines, broken water dispensers. It was generally a mess. To add insult to injury they still have yet to return my deposit 4 months after requesting it back after cancelling my lease. I've used every avenue to get it returned and they just keep saying it is in process. Avoid this business at all costs.
Hi Marlene,
I understand that you’re disappointed, and I’d like to help. At Regus the maintenance of our facilities is very important and we can assure you of our highest standards.
I’d like to escalate your comments to the relevant teams and am making enquiries to rectify your concerns including investigating the centre cleanliness and your retainer refund but you’ve posted anonymously so it’s impossible.
Please contact me at [email protected] with your company details so I can assist you.
Regards,
Lorraine Brule
Global Customer Service at Regus
50% terms internet speed is too slow and many times, they mention about fault at electrical room etc.
Hi Jain, I appreciate that you’re disappointed and would like to help
We know that the internet connection is key to your business, and we’re working to ensure any technical issues are fixed as a matter of urgency.
In order for me to investigate with the local team to put matters right, could you please email your company details to [email protected], confirming your company details? Once further information is received, I shall immediately ensure your concerns raised are addressed as a priority.
Thank you,
Lorraine Brule
Global Customer Service at Regus
I signed up for their coworking space in a FL location. I was quoted $289 a month. My first bill, however, came to $775.53. Why? Because they added all these extra charges for stuff they didn't tell me about, like $40 for coffee service (I don't drink coffee), a "retainer" equal to 2 months' rent, an "activation fee of $55" and so on. I cancelled my account today after only SIX days here because of this. When I confirmed the cancellation, it said I had to pay $125 to have my mail forwarded. That service was supposed to be included, according to the promotional materials I read. I opted out since I never got mail here. But be warned if you do get mail at your Regus location! Oh, and there's a $45 "office restoration fee" so they can clean your space when you leave.
Also, they shut the AC/HVAC system off after hours, so it's only on 9 to 5 Mon to Fri, except holidays. That means you have 24/7 access, but it's impossible to work in a building that's over 90 with no air flow here in FL.
Regus is a fraud. Steer clear of this place. I've used WeWork, VentureX, and a few others and never had any problems with billing. No hidden fees by these others. I will be going back to one of them after today.
Hi Dale,
I understand that you’re dissatisfied but it is not right for you to exaggerate untrue details about our services on this public platform.
At IWG, we work hard to ensure full transparency in our invoicing process. The details of all the charges are explained in our agreement. It is the customer’s responsibility to read them prior to signing the agreement.
We bill in advance and our invoices are made up of two different types of charges:
1. Recurring charges like your monthly office fee, parking, signage… These are billed in advance.
2. One-time charges like meeting rooms, photocopies, admin support… These are billed in arrears.
All your invoices are available in your online account (Account section) and payable upon receipt but no later than the 15th day of each month.
You were billed with a one-month refundable retainer fee, activation fee, pro-rated June month service fee and July month service fee in your initial invoices. Unlimited coffee/ tea and mail forwarding fees are not chargeable since you opted out.
Since you’re an office customer, your centre team will deliver the mail received on your behalf to your desk.
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. We do the same with each customer and this service is part of your agreement.
The HVAC service is managed by the building management, not IWG. If you would like the air conditioning to be turned on after hours, you will be billed according to the usage. I’m sorry if you’re unaware of this, but it was clearly mentioned in your welcome email.
Your agreement will end on 31 July 2023 and all charges will be billed till then are payable.
Your centre team confirmed to me that they have clarified this matter to you. If you need further assistance, please contact them.
Thank you,
Michelle Spire
Assistant Global Customer Service at IWG plc
At the time of registration there were duplicate accounts opened. My card was charged four times in a matter of days. After the run around I had to go to the office to resolve the issue. The associate was kind and helped to clear things up and remove the duplicate account. However, the credit was never applied, and now I am getting late charges for the past two months. Oh, and the account that was supposedly "closed", I am now receiving calls from a collection agency in the amount of $1100. Run for the hills.
Hi MJ,
Thanks for letting us know about this.
We’re sorry you had this experience and would love to help. However, we haven’t been able to identify your account with the information you provided.
Please email me at [email protected] with your company name and/or account reference so we can quickly assist.
Many thanks,
Michelle Spire
Assistant Global Customer Service at Regus
I signed up for a month of rental to telework. The contact was very helpful during procurement process. During this process I asked specifically if there were additional fees or charges upon cancellation of the lease. The sales staff said that there was not. When i got hit for a ~250 dollar cleaning/facilities fee. I reached out to this sales staff member for 3 weeks asking for assistance and I got no reply. Yesterday the fee was charged on my credit card. Additional grievances but to a much lesser degree are promised complimentary coffee and 70/70 internet service neither of which has panned out.
Hi Trent,
Thanks for sharing your concerns.
I sincerely apologise if our office restoration service came as a surprise to you.
Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
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. We do the same with each customer and this service is part of your agreement.
Please note that you can review your agreement, invoices, check and amend your services at any time using your online account by logging on to myregus.com.
If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you. Please email me at [email protected] with your company name and details.
Thank you again for taking the time to provide feedback.
Regards,
Lorraine Brule
Global Customer Service at Regus
As a former client, I can tell you that they do a poor job for both clients and their high turnover staff. The staff opens help tickets and gets no detail back. Meanwhile, angry clients get no service, equipment and services are down for long periods of time. Staff turnover means clients have to repeat and often even train new staff. Regus has outsourced to the Philippines and you can't even contact a person directly for assistance with the money they owe you. In my case close to 1K for over 44 days now. Say NO and find a better place, Regus isn't worth it. Gave it one star only because it wouldn't allow zero stars.
Hi Theresa,
I’m sorry to hear of your disappointment.
There is no “high turnover of staff”, your center only had a small number of staff changes over the last 12 months.
As a business, we operate across more than 120 countries. To operate in all these countries, it is necessary to have several hubs and agents located around the world. Rest assured that regardless of location, our teams are well qualified and efficiently handle customer queries.
It’s clear from your comments that you’re frustrated by the delay you encountered with your retainer refund.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
After being requested through your online account (myregus.com), a retainer refund is normally processed within 30 days after the end of your agreement or 30 days after the request (whichever is later). It’s an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.
It’s clear in your situation that this did not happen. We’re truly sorry about this and are currently working to ensure it doesn’t happen again.
Your payment has been rescheduled and a member of my team has contacted you directly to confirm your payment date.
Kind Regards,
Lorraine Brule
Global Customer Service at Regus
I signed a month to month in February, was told I could cancel any time with 30 days notice.march 3rd my partner had a death in the family and we gave notice. They gave no exception for the death and charged full rent, no pro rate for March and April was also charged for no reason. We were charged one full month retainer as well so now for being there 33 days I was charged 4 full mo the rent. I never occupied the office, only went there 3 times, no furniture or wall hangings. Yet they charged a $500 "refurbish" fee too. I called about all these issues and was just told it's policy. Lastly, the retainer, 1 full months rent is supposed to be refundable, that is not automatic though, if you don't request it in writing they keep it. Not sure how that is ethical? Once requested now 70 days ago, they promise it within 30 days of the end of your contract. 40 days from they end of my contract after I have reached out half a dozen times they said they will send it but it will take upto 2 weeks to show up in my account. Funny my rent checks never took 2 weeks to show up in thiers. Horrible experience, never rent from them
Hi Jake,
We’re very sorry to learn of your recent loss and experience with us.
Please understand that all of the processes you’ve mentioned are automated (and detailed to you when joining).
You can absolutely provide notice at any time (online at myregus.com). If you have a month-to-month agreement, it is 30 calendar days’ notice so if you terminated in March as you’ve mentioned, your agreement would have ended on 30 April.
The office restoration is mandatory for us to be able to return the office to its original condition; we do not monitor how much customers use their office but simply the standard restoration that is required upon departure.
Your retainer refund is returned to you within 30 days of your end date given that it is requested. You can do this through the same online account; this is a security measure that is in place for your best interests.
I’d be happy to support you should you need further information. Please contact me directly at [email protected].
Regards,
Lorraine Brule
Global Customer Service at Regus
I talked to Ruben at Irvine Regus Spaces last week. He neglected to tell me that Parking fee was not included in the monthly rent. I called him upon leaving the office building and told him I was not going to pay additonal parking fee for me or any of my visitors and to cancel the agreement.
He also said there would be a $56.00 set up charge. When I saw my bank statment there was a charge for $586.00 which is more than the monthly rent!
Regus will not cancel the agreement despite the unethical business practice of deceiving potential renters. Look at their reviews on the internet. 2 Stars out out of 5 stars!
Hi Dennis,
I am sorry if you’re confused but we do not deserve the words that you have used.
Additional services such as parking do carry an additional cost. We detail this to you within your agreement but also, on 1 June, your local team sent you an email detailing all services that are included and those that are additional.
Your local team can provide details of other nearby parking places that do not carry costs, however, such disputes do not quantify to an early termination. A business commitment has been made and must be followed.
A member of my team will contact you now to assist further. Thank you for your understanding.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
Not at all satisfied with the customer service and their System. Our account was locked multiple times with no fault - they have faulty Technical System and would send us mails that we did not pay the due amount. We had hidden and random costs, charging us huge amounts for services which obviously cost half of what they charged. We had being locked out of our account for paying rent late, despite the problem being on their end with a failure of their Technical system. Renting from Regus was one of the worst choices we made, don't make the same mistake! Now when I am tryin to end the contract they are NOT letting us do that. There was NO Locking period however there contract is written in such a way that they hold you accountable to be in the contract till the end of the contract.
You NEED to chase the customer Service team. Their leader once wrote to me that tshe is on travel and would ask some one in her team to get in touch with me. However she never bothered to ever check if some one connected with me or Not. I continued to write however there were lame excuses and rude responses at their end. I took virtual office to meet my legal requirements however we are NOT compliant and to be compliant now they are asking for more Money. We are NOT asking for SIGNAGE outside the building or a big board. It is only within the premises on their noitce board a paper they need to print that we are using their premise for virtual office. VERY sad that they dont want to agree or even look into the way their sales TEam (from Vasant square) makes false promises and commitments and the poor customer is to be blamed.
Hi Manmeet,
I’m disappointed to see you posting a review about the issue which has already been clarified to you.
I understand that your main concern is to end your agreement earlier than the contracted end date because of the signage fee.
Signage is an additional service provided to customers upon their request. It comes with a one-time set-up fee and a monthly fee. We are sorry if you were not aware of this.
You have also been charged according to your agreement.
As we clarified to you before, your account was restricted once, and payment reminders were sent due to overdue invoices in your account. Currently, your payments are up to date and the service is active.
You signed an agreement with us until 30 November 2024. This is a business commitment and we’re unable to bring it to an earlier end as per your preference.
Our team member and your centre team have always been in touch with you and assisted you in this matter.
If I can assist you with anything else, please contact me directly at [email protected].
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
Facility was nice but expensive at over $10 per foot per month. Center management was excellent and tenant-centric. Regus policies are pathetic. Charges for land lines when only using a cell phone. Exit fees - I placed 12 pin-sized holes to hang professional certificate, diplomas and some art. It cost $459 to "repair" that which is simply price-gouging since they have the tenant captive. I notified them on 3/4/2023 that I would vacate on 4/30/2023 and requested my retainer balance at that time. It is now 5/31/2023 and no return of the retainer. You can Zelle money to people immediately or ACH in one day. Regus is disreputable but in my case is the only game in town.
Hello Greg,
I apologise if you are not completely satisfied with the service.
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. We do the same with each customer and this service is part of your agreement.
We reserve the right to charge additional reasonable fees for any repairs needed above and beyond normal
Wear and tear.
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers. Requesting your refund is easy. You should log into your online account (i.e., myregus.com), select Account > Product and services > End Agreement, where a specific section for refund request is available. We will then confirm your payment date and amount.
You should receive your refund within 30 days after your end date. It’s an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.
I would be happy to look into your specific circumstances of your case in an effort to make sure we have provided the best service possible but haven’t been able to identify your account. Could you please email me at [email protected] with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns.
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Be very careful of them. I was supposed to move in an office but due to the failing health of my mom, I couldnt. This was shared with them and the guy said okay. I was of the impression that it was all good. Until they sent me a bill of over 11 thousand dollars. I never stepped foot in the building, I never picked up keys, I never even saw the office. Yet they feel as if it is in their right to do that to hard working people just trying to get by day to day expenses.
Hi Troy,
We’re very sorry to learn of your change of circumstances and would love to help.
No account can end immediately; customers are expected to honour the business commitments that they make with us.
Please email me at [email protected] with your company name and/or account reference and I will work to achieve a positive resolution for you.
Many thanks,
Michelle Spire
Assistant Global Customer Service at Regus
I signed up for a trial of one week, they kept charging me for three months and it was impossible to stop the automatic payments. I had to deactivate my credit card and I still keep receiving invoices more than six months later. When I did manage to get someone on the line they told me I had to make a request through the website for someone to call me. I did that and received an email instead saying that they were too busy to call me and I should just pay. I answered that email and then I received an automatic answer saying that I wasn't allowed to answer and that I should create a new ticket via the website. You can make your own conclusions.
Hello Haris,
I apologise if you are not completely satisfied with the agreement terms.
We do not have agreements of one week. We have day offices which can be booked on a daily basis with no ongoing commitment or fixed term periods. The agreement you signed was a month-to-month agreement which continues until ended in your online account, myregus.com. You gave notice correctly on 27 October and the agreement ended 30 November as per the notice period.
You contacted the Account Helpdesk 25 October and they explained that you had an open agreement with unpaid invoices and instructed how to pay and give notice to end it; They did not state that they were too busy to call you. If you need additional assistance after 48 hours, you can submit a new query through the ‘Help’ section.
There is still an open balance on your account and I will have a member of my team contact you directly.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I am an unemployed disabled veteran. I also have a neurological condition. I made the mistake of signing up for the service without a business or business idea. I immediately tried to cancel through email less than 2 days after signing up. I was told to end agreement through my account. What they don't tell you is it is impossible to cancel before what they already have set standard in there system which is 1 year. They only allowed me to end the term agreement in 2024 from their online system. There's no other option. I am now locked into $84 payments for a business and resources that I do not have. I have been told that it may be possible to end the term for medical reasons because of my condition but it was not a guarantee which is extremely ridiculous. This company is horrible. Shadiest company I've ever dealt with. I will have to hire a lawyer. They want you to hire an arbitrator but filing in court with a lawyer is cheaper from what I have researched. I'm pretty sure what they are doing violates some kind of disability act and I will find out what I can do if the company does not close my account and cancel the contract immediately.
Hi May,
I am sorry to hear of your dissatisfaction.
However, please allow me to comment on your rather unfair statements: as you’re saying, you signed an agreement with us, which is a business commitment. There is nothing “shady” in this, or in anything that what we do. We do rely on our customers’ commitments to run our business, as you rely on us to provide the best conditions to run yours.
Still, we are always happy to review each situation, but you have decided to post anonymously so we cannot contact you.
If you’d like to discuss, please can you contact me at [email protected]?
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
I applied for a $65 monthly virtual office and got it; since they have been taking $90 out of my account every month. Then threatened to sue me for non payment.
Hi Toya,
At Regus we work hard to ensure full transparency in our invoicing process.
Our invoices are made up of two different types of charges:
1. Recurring charges like your monthly office fee, parking, signage… These are billed in advance.
2. One-time charges like meeting rooms, photocopies, admin support… These are billed in arrears.
All your invoices are available in your online account (Account section) and payable upon receipt but no later than the 15th day of each month.
By setting up an automated method of payment such as direct debit or credit card, you are saved the hassle of arranging manual payments and possibly incurring late fees.
Setting up a direct debit or credit card payment is simple; it can easily be done through your online account (Account section). You will have an allotted number of days each month to review your invoice before the payment is processed.
Please feel free to contact me at [email protected] if you need further assistance.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
NB: Did you know that you can also check your agreement, meeting room bookings and other services through your online account? Simply go to myregus.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.
Patricia, the center manager at Regus Hidden River location in Tampa Florida has been the most helpful person I have ever dealt with in this company. I have worked on two different continents in large cities and she is the most positive and helpful person I have encountered. She is a star and I wanted to highlight this because whilst I am the first person to point out my discontent with a situation, I think it is equally to point out when someone does a good job. She exceeds my expectations on a daily basis.
Thank you for providing someone who you can be proud of.
I have contacted Regus 6 times for charging late fees on my account for a system glitch they caused, removing my credit card payment information. I have no other choice but to have my solicitor file a lawsuit, After consulting with her, she learned they have other legal issues as well.
Hi Vira,
We are sorry to hear your dissatisfaction.
As the world’s largest flexible workspace service provider, we are always upgrading our services and systems to serve our customers better.
We made some changes to our payment system to further increase the security of processing debit/credit card payments for our customer’s accounts. We have sent notifications about this to all our customers and informed them that they must register their cards again. These notifications were sent on 23 and 30 June 2023 to the email address you registered with us.
Since the payment card was not registered again, your invoices remained unpaid and valid late payment fees were charged.
We greatly value your business and want to maintain a positive working relationship with you. However, the current payment situation needs to be resolved. Please register your payment card again in your online account (myregus.com) and proceed to pay the outstanding balance.
Should you require further assistance in this matter, please contact our team member who is in touch with you.
Thank you,
Lorraine Brule
Global Customer Service at Regus
The entire experience with this company has been horrible. From calling to cancel the service the same day I started it because I found an alternative solution. To being told I'd still be billed the first month. Okay fine just cancel the service now so I'm not billed anymore. Only to STILL be billed some extra charges after canceling and receiving the confirmation canceled email. The whole situation screams shady.
Hi Naj,
I am sorry to hear of your dissatisfaction.
Your agreement cannot be ended earlier than the agreed term. We carefully detail all aspects of the agreements including any additional services or costs, and how you can opt out of them where needed.
Please email me at [email protected] with your company name and/or account reference so we can quickly assist.
Many thanks,
Lorraine Brule
Global Customer Service at Regus
Absolute scam. Ask for two months subscription and end paying four. Cancellation is a nightmare and you need to cancel as soon as you subscribe. Never again Regus
Hi,
Thank you for getting in touch.
Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed.
Ending your agreement is easy through your online account (www.myregus.com). Your current agreement will expire on the end date indicated according to the duration that you chose; it is a formal, business commitment.
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.
Regards,
Lorraine Brule
Global Customer Service at Regus
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Hi Tappichar,
I’m sorry to hear of your dissatisfaction.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide you with the level of service that you expect and deserve from Regus.
I have immediately asked the Manager of your centre to look into this as a priority and provide me with more information.
Unfortunately, they’ve not been able to identify you and believe your concerns ae not related to this location.
Your satisfaction is very important to us. Could you please email me at [email protected] with your company details so I can better assist you? There shouldn’t be any “surprise charges” to your account and I’d really like to clarify that with you and correct if needed.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus