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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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Brand new uplift on 900 Trail Ridge Road, Aiken, S.C. Work spaces are 1st rate. Convenient location. Don't need to rent a large space that you might not use.
We recently opened a new branch and decided to go with Regus for our virtual office in Ann Arbor, MI. Nobody is answering our phone calls from customers (it goes straight to voice mail, a ticket has been submitted, zero response days later) and the printer has yet to work. Front desk is nice and polite but unable to help beyond submitting a ticket and asking us to follow up each day. We are losing customers because of Regus and I'm not happy at all.
Regus Australia staff are unaware that they are working to support tenants' businesses. They sit in the reception with colourfully dyed hair in pinks and reds, long false eyelashes that are over exaggerated and wear playful dresses and mini-skirts. When we ask them to improve this as it looks unprofessional and interferes with tenants' business, they reopen and ignore us, saying that this is Australian culture.
They also had extremely loud staff welcome and farewell parties in the office after 6 pm and didn't care that some of the tenants were still working.
Most staff are not empathetic and will threaten you if you are not good enough for them. Being a Regus tenant is riddled with unnecessary stress.
Hi, thanks for getting in touch, although I am sorry to hear of your dissatisfaction.
Regardless of the reason, I understand how frustrating it can be and apologise if we haven’t provided you with the level of service that you expect and deserve from us.
I haven’t been able to identify your account. If you’d value a deeper investigation into the matter, or have any further concerns, I’d be happy to assist you.
Could 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,
Lorraine Brule
Global Customer Service at Regus
After 6 years of very satisfying service I will never again do business with Regus or any IWG company. I always rent space February through April. This year I missed the deadline for ending my agreement by 10 hours. Regus refuses to help me correct the oversight. It insists on enforcing the contract to the letter.
I do not care about the extra $371.94 but l do care about the flagrant disrespect that Regus has for it's customers.
Hi James, thank you for taking the time to write and letting us know your concerns.
I’m sorry you feel this way but let me assure you that our customers satisfaction is very important to us.
I’d be happy to look at your specific situation but haven’t been able to identify your account. If you would like our support, please email me directly at [email protected] with your company details.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Worst company I've ever worked with. Customer service is a joke. They can't get the anything right. I can't wait for my contracts to end so I can pull both my business.
Hello Mohammed,
I apologise if you are not completely satisfied with the service.
Although you have made some negative comments, you have not specified the reason for your complaint. I’d like 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
Good service all round, very happy with the entire process.
Office was clean and all staff were friendly.
Hi David,
Thank you for your positive feedback.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
Absolutely the worst customer service. Do not rent from them, they find every excuse to overbill and when you have an issue
Hi Eric,
We’re sorry to hear of your dissatisfaction and would love to help.
Please could you email me at [email protected] with your company name and/or account reference so I can quickly assist?
Many thanks,
Lorraine Brule
Global Customer Service at Regus
I've never signed up for anything online that didn't give you the right to cancel. They're saying because the agreement is dated that your reliable to pay them that whole time period, bull$#*!. Any customer has the right to cancel and terminate within up to 30 days. I will not pay for a service for a virtual office on a business I do not have. They have lost their mind and I will gladly sue them to make sure my credit card isn't charged any further and this account is closed completely. Worst company ever, no help only worried about money. Even customer service worried about a damn survey.
Hi Brittany,
We’re sorry if there has been some confusion.
Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed.
Your current agreement will expire on the date you decided, that is reflected on the agreement. 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
I recently left a review of issues with this company, company replied blaming me and my bank company. The facts: I have asked for my contract to end ON THE COMPANY'S TERMS, I have asked to receive confirmation of my auto renewal cancelled, I have asked to cease to send me to collections as the online platform is deffective (its not my card issuer I have tried different cards including a city card) So far and after documented emails, video of the technical issues, NOTHING SOLVED. Any company within minutes of cancelling an auto renew and after requesting cancellation will comply. Not regus, weeks later no resolution to any of the above. I am saying I WANT TO CANCEL IMMEDIATELY ON THE COMPANYS'S TERMS tell me what you want i ll do ti. Nope forced to stay in contract, no confirmation of the autorenew cancelled. THESE ARE THE FACTS, you can blame me all you want I have proof in writing and video of all of it. It is even more dissappointing and speaks volumes of this company that publicly online they chose to blame the customer, a simple, we ll call you to solve it would have been more professional. Unfortunately at this point I do have to think its a scam As stated before I WILL GLADLY WRITE A REVIEW EVERYWHERE OF THE CONTRARY if the issues are resolved. However, because the facts are what they are and no resolution I will keep this up anywhere and everywhere. Until solved, period. The facts are the facts.
Hi Laura,
I understand that you’re disappointed and would like to help.
We have received great reviews about our online portal account which allows customers to easily manage their accounts with us on the go. Most of your card payments were unsuccessful because they were declined by your card issuer, not due to technical issues with our website; you can check this with your bank and through your online account, where the payment failure emails are stored (Documents section).
To rectify this matter, your centre team have advised you to make payment via other methods which you did, and it was successfully allocated to your account. However, we never received payment for the invoices billed under your new agreement, which then incurred a late payment fee, and your account was transferred to our debt collection team.
You have ended your initial month-to-month virtual office agreement online. Then, you signed a 12-month term agreement with a start date of 14 March 2023. A signed agreement is a formal business commitment.
It should be ended online according to its notice period to avoid automatic renewal.
We would like to confirm that your agreement will end on 31 March 2024.
Best regards,
Michelle Spire
Assistant Global Customer Service at IWG plc
I have tried to speak to someone numerous times because I am unclear on how a $90 consistent monthly payments being taken out of my account every month has resulted in such a high delinquent amount.
I was only sent a complicated report that I absolutely don't understand and need to be walked trough.
I have tried to speak to a representative but have been constantly spent around in circles with unhelpful emails.
Who is my account representative and why can I not have a phone conversation with them?
I definitely need to speak to my accountant representative or ANYONE who can walk me through the last 4 months on payments on the phone not by snail mail.
This company was recommended to me by a respected platform. It has been a huge nightmare since I got my account.
I want to continue to work with them but the customer service has been horrible.
Please advise on when I can speak with someone or a number to call to speak to a representative that CAN speak to me in detail about my account bc customer service says they CAN NOT go into detail with me about my account over the phone. They said can't even see my account details and that I can only communicate with my account representative through email. Super frustrating!
I may have to close my account.
Hi Adlia,
I’m very sorry to hear of your disappointment.
Our invoices have all the relevant details on but can also be set to a summary if this is more useful.
To do this log into our online account (www.myregus.com), go to Account > Billing and payments > invoice preferences and change the invoice format from itemised to summary.
Our invoices are made up of two different types of charges:
1. Fixed charged like your monthly office fee, parking, signage… These are billed in advance.
2. One-time charges like meeting rooms, photocopies, pay as you go beverages… 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.
If you need to speak to someone on the phone, the best contact would be your local team who are always available and happy to help.
A member of my team has tried to call but unfortunately was not able to get through but has provided a clear and easy to follow report of all the invoices in your account as well as contact details for the centre.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I rented an office space in Hawthorn NY I never received the keys and never used the space and when I canceled, my security deposit was not refunded and they claimed I owed them $700! When I reached out to *, whom I had been corresponding with from the beginning, he responded with "I never rented you an office space don't ever text me again $#*!"
*Personal information redacted by admin
Hi Donald,
I understand and appreciate that you’re disappointed and would really like to help.
Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from Regus.
As a company, we are committed to treating all our colleagues and customers equally and with the very highest levels of professionalism, respect and courtesy.
The salesperson has left our organization and the messages that were sent to you are from a number that is no longer under Regus but we’re sorry that happened to you.
Your agreement has been reviewed and incorrect charges were credited to you. Your agreement ended on 31 March 2023.
Please request your retainer online (www.regus.com), select Account > Billing and payments > Retainer balances, where a specific section for the refund requests is available. We will then confirm your payment date and amount. You should receive your refund within 30 days after your requested date. It’s an automated process.
Thank you,
Lorraine Brule
Global Customer Service at Regus
They auto renew your contracts without your permission. When u disagree (of course 99% of ppl would) they threaten u with lawyer and debt collection. Ive been their customers for the past 3 years, paid everything in full. Not only they refuse to return my deposits they also threaten me with lawsuit
This place are the worst of the worst. Expensive, have no integrity, and they use contracts to legally scam you by adding all kinds of unreasonable price and demands hid behind small print. Do not use this scam company at all costs
Note: soon, regus rep will reply to this post with template answer, try to go off topic and tell lies. Dont believe them they are massive frauds. Otherwise why would so many victims protest about this company? This company is a massive scam
Hi Mark,
I’m sorry if your renewal came as a surprise to you.
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.
They were sent to the email address we have on file, which you can review and amend at any time by logging in to your online account.
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.
You can check these emails in the Account > Documents section of your online account.
If you would like further clarification about your renewal, have any specific billing or payment concerns please email me directly at [email protected] with your account details and I’ll ensure a member of the team contacts you.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
CONSUMER BEWARE!
I had an error with their billing department which was 100% their fault. Their automated system was charging me for a service their system just added to my account. I refused to pay for a service that their system just added to my account until this issue was resolved. After they acknowledged that it was their system error they still charged me late fees for the time it took them to correct their error in the billing. No one would contact me over the phone. They only communicate via email. This was the most frustrating service that I ever experienced. I ended up paying over $500 in the course of having them correct their mistake and they still refuse to refund me the money for their mistake. They have absolutely no live customer service representative who you can discuss your billing issue with and if you try and cancel, they demand the remainder payment length of your contract. I wish I never did business with this company.
Hi Jody,
I sincerely apologise if you have experienced billing errors. Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
Services are billed automatically depending on the customers preference. If there’s a service you don’t wish to receive, you can opt out through your online account (www.myregus.com). If you have been overcharged, we would never “refuse to refund the money”; if a charge has been credited and there is a balance to refund then naturally we will refund it.
Our dedicated teams work hard to help all customers but I can also help you have this resolved. Please email me at [email protected] with your company name and details and I’ll make sure you’re quickly assisted.
Thank you again for taking the time to provide feedback.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
We had to request our retainer (deposit) of over $6000 at the end of our lease. If you don't request the refund, they keep it. There is high turnover with their reception staff and they have terrible customer service. Some of the staff that work the front offices are nice but the good ones leave quickly. Find another option.
Hi Shannon,
We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers.
As you rightly pointed out we ask that our customers request their retainer refund through their online accounts, and we will ask you to go through some security steps as part of our fraud-prevention policy.
If you need any support, please feel free to contact me at [email protected] with your account details.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus continually overcharges---the late fees are equal to the monthly fees. Has times that you are supposed to be able to enter but they are not available. NO customer service via phone---except for signing u up to the ridiculous contracts!
Hi Gwen,
We’ve tried to identify who you are in order to assist you but have been unable to do so.
For you to come on here and call us names but give us no chance to try and help you, is just not fair or accurate for that matter.
Our invoices are payable no later than on the 15th day of the month.
If payment is not received by the due date, we incur administration in managing your overdue account and, though we would like to avoid charging you for this, we will need to pass on a late fee to you.
You can review invoice and payment dates on your statement of account, available in your online account.
We have received great feedback about the quality of our service as our account helpdesk team is always available to support our customers with payment, billing and account-related questions.
You are able to raise a query through the ‘help’ section of your online account; you will see this stated in the ‘Useful Information’ area on each of your invoices.
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.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
I was using the regus for couple years. The center itself have no problem and sales are nice before you join. But once you are in the system - you can't do anything. Sometimes they don't see my payments and kick me out of the system. I can't do anything then when I cancel they keep charge my account and put me in dept and collecting company contact me. Well. Won't be a good idea until they change their management. Oh yes. And answer could take 2-3 weeks!
Hi Vladyslav,
I understand and appreciate that you’re disappointed, and would really like to help.
Please know that we would not pass your account to a collections team unless reasonable efforts were made to contact and support you with any payment concerns; this is always a last resort.
We greatly value your business and want to maintain a positive working relationship so I’d like to investigate further for you but you’ve posted anonymously. Please contact me directly, at [email protected] so I can quickly assist.
Thank you,
Lorraine Brule
Global Customer Service at Regus
I recently signed up with Regus for a virtual address in December of 2022. I have had nothing but problem after problem! Nobody, including the office manager Anton knows what they are doing! All he does is apologize over and over and lie! They charged me for mail forwarding that I DID NOT HAVE for months! Once I brought it to his attention, the only thing he could do is credit my account to spend back with them eventhough I was canceling their services! He has a very nonchalant and snappy attitude even when he acknowledges THEY ARE IN THE WRONG! You have to watch this company like a hawk every billing because they will steal from you! I signed up for auto billing and they purposely didn't take their payments just so they can charge me a late fee! Once I found that out, I spoke to Anton AGAIN and he acknowledges that I indeed had autopay but he didn't know why they weren't taking the money! I had to pay a lump sum to get my account unblocked but never was refunded the late fees they charged me! This company is TRASH! DO NOT I REPEAT DO NOT USE THEM!
Hi Parita, thank you for bringing this to our attention.
I’m sorry that you feel this way. Let me assure you that we are committed to the highest standards of integrity, openness and professionalism in all of our activities. If you have been given any inaccurate information I apologise. Whilst we’re confident no lies were told we will ensure the situation is properly investigated and if necessary, additional training provided to prevent it happening again.
For the convenience of our customers, we automatically set up a weekly mail forwarding service covering mail handling and envelopes at a small monthly fee.
You can of course collect your mail from the centre during business hours, if you prefer, or change the frequency in which we forward your mail (e.g., daily, monthly). As you informed the local team that you did not require this service shortly after starting with us it has now been credited back to your account and refunded back to your payment card.
Our invoices are payable no later than on the 15th day of the month. If payment is not received by the due date, we incur administration in managing your overdue account and, though we would like to avoid charging you for this, we will need to pass on a late fee to you.
We do understand that it can take time to set-up payments. You can save this time by arranging automated payments to avoid incurring late fees. Although you added a payment card to your online account in November it was not selected as your preferred payment method until January; a member of my team has contacted you directly to assist with this aspect of your review.
If there is anything further that I can help with, please feel free to contact me directly at [email protected].
Best regards,
Lorraine Brule
Global Customer Service at Regus
They actually shut down a location in Chicago and gave everyone 2 days notice to move to one of their other locations. But one week passed without update about a new location, and then an email came that the contract was cancelled retroactively. When I called the number to sort things out, the number was disconnected. I called their 1-800 number and someone overseas took my message. Wow
Hi Jane,
We apologise for any inconvenience you’ve experienced following the closure of the Regus centre in Chicago.
A centre closure can be a frustrating experience for customers and it’s something we try to avoid wherever possible.
We understand that you'd have appreciated greater notice. Unfortunately, on this occasion we were unable to provide it and for this we apologise. On processing the end of the agreement in 55 E. Monroe, it triggered an automatic email but the team is currently setting you up in a new centre and our local team-lead will be in touch with you shortly.
Whilst moving is not something you were planning on doing, we often find that leveraging the vast amount of workspace that we manage in Illinois can help us locate an even better workplace for your needs.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus will convert your monthly sign up to a 6 month contract using small print in an email. If you don't reply to that email you get locked into a contract.
Companies like this should be ashamed of themselves that they have manipulate consumers into doing business with them. If you sign up on monthly then it should remain on a monthly plan.
I WOULD NOT RECOMMEND THEM UNLESS YOU REALLY WANT A CONTRACT AND A COMPANY THAT HIDES BEHIND SMALL PRINT.
Hi Frank, I’m sorry that you feel this way.
You purchased your Virtual Office package online and chose a 6 month term; not a month-to-month agreement as you have stated.
Along with information such as your chosen location, both the agreement length and start date are clearly stated on your purchase confirmation; you didn’t raise any concerns when you received this.
A member of my team has contacted you directly to clarify this and please remember that information such as agreements and purchase confirmations can be access through the documents area of your online account.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
I signed a contract and right after when I updated the address in Google My Business, My page was blocked because Google don't accept a Virtual office as a valid address. Once I realized it I contract the Seller to cancel my contract before its effective date and * informed me that they don't offer early cancellation even when the service hasn't even started yet. Mind you * never talk to me about the options of month by month or 6 month agreement, She only offered me the one year prices. I was informed about the different options when I contacted the Millenia Lakes Center Team looking for alternatives. I am sure I am not the only person whose encountered this problem and now they're pretending to charge me a 12 months contract for an address that Is useless.
*Personal information redacted by admin
Hi Rose, I’m very sorry to hear of your disappointment.
We have several options on terms, products and locations to try and suit everyone’s circumstances, but we also have a business to run and cannot cancel an agreement earlier than its specific end date.
With regards to Google, we regret that, as it is a separate company, we have no information as to their rules and regulations regarding the listing of addresses on their website. We can only suggest contacting them directly.
I would be happy to look into your specific circumstances of your case 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
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Hi Lesley,
I appreciate that you’re disappointed and would like to help.
We know that your phone answering, and printer services setup is key to your business, and we’ll ensure any technical issue is fixed as a matter of urgency.
The delayed feedback from our telephone service provider caused your phone answering service to be set up late. Your centre team confirmed that your phone answering service has been set up and is working now.
Initially, the centre’s printer required parts replacement but after a full assessment done by the service provider, the whole unit needed to be replaced. As confirmed by your centre team, it will be replaced soon on the scheduled date.
We sincerely apologize for the inconvenience caused.
Your centre team remain your key contact here. Please contact them if you need further assistance on this.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus