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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 read all the negative reviews here and I agree
To be Fair, in terms of facilities i would rate regus 9/10 despite its high price. Its perfect in my city (located in central, just besides shopping mall, place is clean and facilities are extremely good).
I stayed with regus for a few years, everything is good despite the high price until I decided to cancel
Last year I don't want to continue and not lengthening my contract for another year hence i decided not to sign the contract. To my horror, the contract sent was being auto renewed without my consent. So i got pissed and report to the customers' service so they will return my deposits of 3 month but it cant be done.
After i moved out and paid for everything in complete, i got few calls from regus and few threatening emails threaten me to pay up or they will spill my personal data to debt collector. What the heck? That contract is illegal because i didnt sign for another year extension, it was theirs but they sneakily lengthen my contract wihout my approval. They even threaten me with all sorts of bad stuff happening to me (threaten to sue me, use credit buerau agency etc) despite me not staying with them anymore and already paid in full
In conclusion, careful when u sign with regus. They got lots of 1) hidden fees and 2) extend the contract without your knowledge permission. They are doing it on purpose so they will have excuses of not giving back your deposits
In April of 2021, I tried to set up a virtual office with Regus. However when I went to check out online, their web site went blank. I didn't know if the transaction actually went through. I checked my email and didn't see any confirmation emails from Regus. So I assumed the purchase transaction failed and chose a different vendor.
I contacted Regus immediately to explain the situation and cancel my service. However they denied my request, insisting that I had to pay for another month of service. They denied any responsibility for their system malfunction. They provided zero services to me but claimed their actions were justified because I had allegedly signed a business contract.
Without further options, I contacted my credit card company and they put a stop on the payment. Since then, they've continuously sent me harassing emails, threaten me with debt collection, and even a lawsuit.
Hi Hongxu,
I understand that you’re disappointed.
We have received good reviews about our website and online app which allows our customers to purchase our products and access their accounts on the go. It is unfortunate to hear that you’ve encountered a system error on our website during the purchase of the agreement. However, we have confirmed your virtual office agreement and initial payments via the purchase confirmation and payment notification emails. These emails were sent to the email address you registered with us on the same day you signed the agreement.
An agreement is a formal business commitment; it should be honored and ended online according to its notice period.
Chargeback invoices were billed to you due to the cancellation of valid initial payments from your end. Since you have not made the payment for these invoices, you are being charged late payment fees and your account was handed over to our debt collection team.
We would like to confirm that your concern is since been resolved as per the details shared with you. We apologize for any inconvenience caused.
If you need further support, please feel free to contact our team member who is in touch with you.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
You need to pay for services you did not request unable to cancel services then treat you with lawyers, freeze bankaccounts
No customer service, no support, hang up phonecalls,, no email reaction
Advice STAY AWAY
Hi Martin,
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.
We can assure you that our teams are always happy to help. Your local team are always your first point of contact. You’re also able to submit a query through the ‘Help’ section of your online account and our dedicated team will support you.
I would love to help further but haven’t been able to identify your account. Could you please email me at [email protected] with your company name and/or account reference (as displayed on your invoice)?
I look forward to receiving more information from you.
Best,
Lorraine Brule
Global Customer Service at Regus
Regus is extremely recommended if you want to lose your hard earned money. They automatically renew your lease without your consent and when u want to leave, they wont return ur deposits. Also they thretaten u with debt collector and give all ur personal data for them. Well done regus u are scum
Hi,
I understand you’re dissatisfied and I apologize if we did not provide the level of service that you expect and deserve from Regus. However, it is not right for you to post a review anonymously with inappropriate words on this platform without giving us a chance to help you.
All our agreements do not end automatically as mentioned in our terms and they should be ended online according to their notice period.
You should request your retainer refund online and it will be refunded within 30 days after your agreement end date. It’s an automated process.
Most, if not all, companies have an internal collections department or utilize a third party. It’s a very common part of a business when providing goods or services to customers and then not receiving payment. This should not come as a surprise to any customer.
I haven’t been able to identify your account. Could you please email me at [email protected] with your company name and account reference (as displayed on your invoice)?
Thank you,
Lorraine Brule
Global Customer Service at Regus
They no longer allow phone access for anything but Sales. So when it"s important for them to sell you, there is a person to speak with. But when you have a question or a problem, go open a help ticket, and wait and nothing gets fixed. This is a terrible company only looking to steal from you
Hi Jason, thanks for letting us know about this. We’re sorry you had this experience and would love to help.
Our account helpdesk team are always available to support our customers with payment, billing and account-related questions. You can reach out to them by raising a query via the online account (help section).
We have received great feedback about the quality of our service, and I apologise if you’ve experienced any delay in hearing back from the team.
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,
Lorraine Brule
Global Customer Service at Regus
Regus offers flexible, high-quality and relatively inexpensive office space. I highly recommend Regus for your professional work. The offices are comfortable, The office staff are accommodating, always reaching out to help us out. I have had no regrets having my office here and am committed to staying with them.
After raising the cost for forwarding my mail by $5 without informing me beforehand, Regus then charged me a LATE FEE as if I would have known of the price increase-- and the late fee ballooned to two add-on additional fees I have paid under duress, once for about $33 added to my monthly payment which I paid in November as a "nuisance" matter, with no recourse, and now currently, pending, in the amount of $35.40. This on a $5 price increase which I did not know of because I am not psychic! All attempts to reason with the accounting people have failed-- they are like a brick wall, no idea why a $5 underpayment balloons to such chunks of money demanded. Then in the past few days, having trouble figuring out on their web pages how to pay the additional $35.40 being charged for the $5 not pad initially-- if I did not pay it Regus would be returning my mail, refuse to accept it-- I got help from the center staff as to payment of this chage and inadvertently, diddling around on Regus' confusing web pages, was said to have agreed to AUTO DEBIT! NO! I do not want Regus to have this access to my bank account! I contacted Regus the same day when I learned of the alleged agreement for autopayment, told them this was an error or mistake, I did not want autopay, and was told that if I cancelled it there would be an additional retainer charge! I still want Regus to cancel the auto pay as I do not want this company to be able to access my bank account, and would like them to cancel the additional retained charge. Lots of luck! This is a rogue company.
Kathryn W. Kelber
Hi Kathryn,
I am sorry to see that you’re so frustrated.
With rising costs, some of our services have had small increases accordingly. We would always aim to communicate these effectively and apologise if that failed on this occasion. I will have this addressed with your local team for investigation and have them clarify it for you now.
We ask all our customers to add an automated payment method to their account. I apologise if this wasn’t clearly communicated to you but it’s in the terms of your agreement. We understand that this is not always possible, so we agreed as an exception for you to pay via an alternative method. That exception is made on the understanding that an additional service retainer is payable.
If you decide to re-add a direct debit to your account (which you can easily do through your online portal, under the Account > Billing and payments section), we’ll immediately credit and refund this additional retainer.
Your Community team is your main point of contact and is available to answer any questions you may have. I can see a representative is already speaking with you on this matter, we will assist them in the background to ensure your concerns are fully addressed.
Thank you,
Lorraine Brule
Global Customer Service at Regus
I rarely, if ever, write reviews but the service we have received from Regus in the last 3 years has been horrendous! We have been clients for 12 years and paid our rent (for a double office suite) on time every single month, including paying rent for the last 12 months living out of state and where there is no Regus to honor the rest of our contract. Now that it has completed and THEY ARE PAST DUE owing us our retainer deposit (over $4,000), we've been told all we can do is "put a ticket in" to Regus online, no one locally can help us, we aren't allowed to get a phone number for a manager and we just keep getting emails that say, "we are currently experiencing a high volume of enquiries" It's going on 3 weeks and still no one has contacted us. THEY PURPOSELY ARE SET UP SO YOU CAN'T TALK TO BILLING.
Over the last 3 years of our agreement, we went weeks where we did not have internet service in our office but were still charged full rent which included internet services. We were told they weren't allowed to give us the manager's number but would let them know our concerns. When a manager did call WEEKS later and I voiced my frustration at no prior callbacks, I was told i "wasn't his top priority". As a business owner, I couldn't imagine saying that to one of my clients!
Hi Jennifer,
I’m very sorry to hear of your disappointment. Regardless of the reason, I understand how frustrating it can be, and apologize if we haven’t provided you with the level of service that you expect and deserve from Regus.
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., www.regus.com), select Account > Billing and Payments > Retainer balances, where a specific section for the refund request is available.
We will then confirm your payment date and amount.
You should receive your refund within 30 days after your agreement end date. It’s an automated process. However, we will ask you to go through some security steps as part of our fraud-prevention policy.
Your community team is available to help you resolve any concerns. Should they not know how to assist you, they’re still to guide you toward a resolution team.
You also can contact our account helpdesk team by raising a query via the “Help” section of your online account. I’m not sure which email you’re referring to when mentioning a high volume of inquiries, but this doesn’t come from our account helpdesk, where we’re proud to respond to customers within 24 hours.
D love to help you further, but you’ve posted anonymously, which stops me from being able to contact you.
Please can you email me at [email protected] with more details, such as your company name and/or account number? This information is available on your invoices.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
Be careful with their sneaky contract before signing. Read the House rules. I got stuck with a two year contract because I didn't know they would increase the rent annually even with a long-term contract. What's the point for me to sign two years if the ren will increase anyway. The sales person doesn't tell you all these when they try to get you in. In addition, Make sure to notify them three months before the contract ends if you don't want to renewal. Otherwise you would be stucked with paying extra month. They nickel and dime you with everything you use, they sneakily includes tax on the monthly rent for using their "free" amenities. Worst rental company I ever had so far, live and learn!
Hi Miranda,
I am sorry that you’re frustrated, please let me clarify the situation for you.
You signed a 24-month agreement from 1 January 2022. Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
The increase in your monthly fee is due to the annual indexation that was applied. When you take on a long-term lease in a building, there are increases each year in the rent due to annual indexation. We pay those as well. If you were to take direct space or a sublease you would see these fees in your rent as well annually. Because your agreement is greater than 12 months in length, a small indexation is applied each year/anniversary of your start date. The exact indexation calculation is in your house rules.
You can provide notice anytime up to 3 months before your end date to end on your chosen date. We are also a business and need to know your plans in advance, this is not unreasonable.
VAT is billed accordingly, this is standard in business agreements. We apologise if this came as a surprise to you.
I will have a representative contact you to clarify this directly. Thank you for your understanding.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
This company hates its customers, and treats them with destain. You don't need enemies if you have Regus, they will threaten you "suspend services at the drop of a hat. I would not recommend thia company.
Hi Andrew, I’m sorry you felt the need to escalate this.
Let me assure you that we most certainly do not hate our customers. We receive great feedback about the service we provide and I’m sorry if you feel we haven’t met your expectations.
I’d like to be able to help but haven’t been able to identify your account. If you could please email me at [email protected] with your company details I’ll ensure you are contacted as a matter of urgency.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Do not do business with this company! I signed up less than 30 days ago, and it's been nothing but problems, being charged hundreds of dollars in fees for no reason and when I tried cancelling I was told I'm locked in for two years! I have never experienced such horrible customer service! I've had virtual office spaces before and have never encountered one that couldn't be cancelled in a reasonable amount of time! They are thieves and scammers!
Hi Cami, I’m sorry that you feel this way.
It’s clear from reading your comments that the main reason for your review is that of your agreement. A fixed term agreement is fixed for the term outlined in it; this is not us “locking you in”, this is how agreements work. You will see both the start and end date are clearly stated on your agreement; we did not chose the term for you.
You have not been charged fees for no reason, you have been charged correctly. Other than your monthly virtual office fees you were charged for mail forwarding, I apologize that this preference was not removed by your centre team before the charge was raised but it was immediately credited back to your account at the request of your centre team. Our account helpdesk also assisted with a late fee; both of these actions show that we do provide good customer service and are here to assist.
A member of my team has contacted you directly and you are free to contact me directly at [email protected] if you would like further clarification on these points.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
It says on their website no hidden fees and that was not the case when i opened an account with them they are hiding the activation fees deeply in their website till this second i can't find it and they requested that from me and kept adding late fees till it got to 235 and then they want to report it to the credit bureau i did send screenshots and videos of it is not visible to anyone opening a new account and they said sorry we can't do anything regarding that
I rarely review any business but those are literally thieves WATCH OUT GUYS
Hi Mouhamad,
I’m sorry if you felt the need to escalate this.
All of our services and costs are detailed in the agreement you signed.
Any service that you do not require can be opted out through your online account.
The activation fee is actually on the front page close to the box you signed confirming that you had read and accepted the agreement and is explicitly detailed.
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.
I would be happy to look into your specific circumstances of your case but you haven’t provided the details to 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.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
BEWARE - STAY AWAY FROM Regus. They are EXTREMELY deceptive in their pricing. On 20th October 2022 I purchased a virtual office space in Toronto, 4711 Yonge St. On their website that location is priced at $99 USD per month plus a setup fee. All of which came to $186.09.
I've used their service for less than 1 month and when I looked at my invoice on the 15th November I was shocked to see that I had been charged for October, November and December. So my total invoices were now $463.71 for a service that's advertised for $99 per month! When I asked where all these additional charges have come from I was told "Oh yes, we charge customers months in advance - it was in your terms and conditions". Basically they charge you for the current month you sign up for + setup fee + the following month + the next month after that!
By the time I cancelled my account I had already paid them $277.62 half of which were for months I hadn't even used yet!
This also doesn't include multiple services that they automatically sign you up for that you have to repeatedly tell them to reimburse.
Their staff were uninterested in rectifying the issue, just stating... "it was in the terms and conditions". I've now had to pay the remaining amount for services I have never used, just to get rid of them for.
They're the ABSOLUTE WORST company I've dealt with in all of Canada. It's theft by Ts&Cs.
Keep your money safe - use anyone else but them.
Hi Igho,
I’m sorry if you felt the need to escalate this.
We have different products from a basic professional address to a virtual office plus with lots of perks and advantages. Your virtual office is $118.00 per month. You chose this and were aware of the price so we find it confusing that you are now referring to a lower priced service in your complaint.
Our initial invoice will contain your current month’s service fees as well as the month in advance and the activation fee. From there, invoices are issues on the last day of each month and will be payable by the 15th day of the following month.
At Regus we work hard to ensure full transparency in our invoicing process. All of our services and costs are in the agreement you signed, any that you do not require can be opted out through your online account and our Account Helpdesk are always available to support our customers with payment, billing and account-related questions.
When you mention the ”multiple services that they automatically sign you up for that you have to repeatedly tell them to reimburse.” You must be referring to the mail forwarding service as this is the only additional service that has been invoiced (not multiple ones) and I can confirm that this was credited the same day you came to us stating you didn’t want this and you hadn’t opted out of it.
I also wanted to address your comment of “theft by Ts&Cs” as this surely is a contradiction in terms. The agreement you signed clarified the mutual obligations for both of us. The whole purpose of an agreement is to make sure all important details are provided and clear thus protecting both parties. You confirmed to us that you read and agreed to all 4 pages.
We are here to help but feel to make such Inflated and exaggerated complaints on such a public platform is extremely unfair.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Just terrible management at Regus. Absolute disregard for tenants. The site staff try, but their hands are tied by the insensitive and blind executives that run the management team. Building issues almost daily, with zero empathy for the tenants of their spaces. We continue to pay every cent owing, but are delivered sub-par for what we are paying for.
Hi Josh,
I understand that you’re disappointed, and I’d like to help. At Spaces, the maintenance of our facilities is very important and we can assure you of our highest standards. Our customers’ satisfaction is our priority. 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 Spaces. I have immediately escalated your comments to the relevant teams and it has been confirmed that the issues have been resolved.
You are also welcome to discuss these situations directly with the line manager of your local community team, who is in touch with you.
Thank you for your comments, which help us improve. We appreciate your business.
Regards,
Lorraine Brule
Global Customer Service at Spaces
I canceled with them months ago over the phone! Because I needed a state license to get notarized to legally use them as a business address! I explain to them the situation! They asked me my account number! I was then told it was taken care of! A few months later I received this email saying I owe them $330 by debt collector! So I called Regas again and this agent actually told me that I can only cancel it on my end it is against their policy to counsel over the phone even though the previous agent did! Also was told that you can't record them even though I have a recording with Proof! Anybody that's not trying to scam wouldn't mind you recording them if they didn't do anything wrong!
Hi,
Thank you for escalating this.
Transparency is key to us and our teams go to great lengths to ensure that any issues have been clarified before an agreement is signed. All our agreements need to be ended online. Ending your agreement is a simple process: you can log into your Regus account and click on Accounts > Products > End Agreement. Your termination will be automatically confirmed by email. I apologise if you weren’t aware of this functionality.
Most, if not all, companies have an internal collections department. It’s a very common part of a business when providing goods or services to customers and then not receiving payment. This should not come as a surprise to any consumer. At Regus, we take all possible steps to liaise with customers and ensure their accounts are up to date before sending their accounts to our collection department.
I haven’t been able to identify your account. 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
Initially signing I wasn't sure as my business is in a virtual space and meeting was just as needed. I expressed this with Samantha in Richmond, and she agreed that although the membership was for 12 months, I could cancel anytime due to the flexibility Regus offered. First my card was charged for a few months in advance which I wasn't aware that this would take place. I asked for assistance on the matter and no response. Second, I visited the site and was very disappointed with the customer service and last, I couldn't get required documents notarized. So, I cancelled the agreement they still try to charge my card then sent my account to collections. So, let me understand their sabotaging people credit, taking funds from accounts and trapping people in contractual false agreements? I'm confused it appears to be a SCAM. I cant get in contact with anyone I send emails almost daily. This not a ethical organization and not one I want tied to my business EVER. Their making easy money off of customers at our credit, banking and reputation expense. In my opinion this borderline fraud.
Hello Nita,
I apologise if you are not completely satisfied with the service.
We have several options regarding the length of an agreement as we try to offer something to suit everyone’s circumstances. The pricing structure usually favours longer terms but once you sign an agreement you cannot cancel it earlier than its specific end date.
I would be happy to look into the specific circumstances of your situation 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?
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
My review may get lost in the mix because there are an abundance of negative reviews about Regus and justifiably so. This company is completely disorganized, and crooked. When you sign up for a monthly experience, you are assured that you can cancel anytime. This is not the case. They will ignore your requests and continue to bill you. I had a membership for over a year. Shut it down because I didn't need it anymore. A year later I re-opened another account for again a years time. They are so disorganized that they are billing for both accounts. Frustrated I shut down the second account as well. Today I haven't visited a Regus office in over two years yet the bills keep coming. They are trying to infer that we owe over 10,000 dollars although the account has been canceled for years. We will be suing Regus for their dishonest practices, complete negligence, and breach of contract. Stay far away from Regus folks.
Hi Ryan,
I apologise if you are not completely satisfied with the service.
You can quickly and easily terminate your agreement through your online portal (myregus.com), by going to Account > Workspaces and services > End Agreement. This will ensure the agreement ends at the end of the agreed term and will not renew further.
If processed correctly online, we would not be able to “ignore your requests”.
You may have asked for your agreement to end sooner than the agreed term, which in such case, we cannot do (an agreement is a business commitment which cannot be broken).
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
I lease office space from their Mobile Alabama location and had a virtual office in Miami. For 8 months, Regus overcharged me for parking privileges. I have been exchanging emails for 3 months now and still haven't gotten a credit to my account. Their customer service is horrible, and they do not follow-up on their promises. DO NOT LEASE OFFICE SPACE FROM THEM! They are quick to send threatening emails about restricting your access but refuse to reimburse funds that the admittedly overcharged!
I reluctantly gave 1 star rating. In my opinion they deserve a negative 25-star rating
Hi Linetta, I’m sorry to hear you’ve had this experience.
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.
We have made the necessary corrections as the details were shared with you via email. Our sincere apologies for any inconvenience caused.
If you need further support, please feel free to contact your local community team who remains your key contact here.
Thank you,
Lorraine Brule
Global Customer Service at Regus
I was with Regis for two years use the office two times. I have been trying to cancel my membership since August with emails not only did they make me pay them through December. They also charged me late charges… DO NOT WORK WITH THESE People
Hi Michell,
I’m sorry to hear that you’ve experienced this.
Your agreement will continue until you bring it to an end through your online account. At that time, please give us as much notice as possible, but no less than the specified notice detailed in your agreement terms.
Ending your agreement is easy: Simply log into your online account and go to the Account/Product & services section to confirm it. We’ll then email you with a confirmation of your end date.
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.
I would love to help further but haven’t been able to identify your account. Could you please email me at [email protected] with your company name and/or account reference (as displayed on your invoice)?
I look forward to receiving more information from you.
Best,
Lorraine Brule
Global Customer Service at Regus
Total scam and overcharging, fees and surprise invoice.
I received multiple charges and my account has been overcharged, discrepancies and error, fees, surprise charges.
Hi Esmail, We’ve tried to identify who you are in order to assist you to no avail. 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.
We do not agree to your comment on ‘’total scam and overcharging’’ as we always ensure that any concerns have been clarified before an agreement is signed.
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.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
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Hi,
I’m sorry if you felt the need to escalate this.
All our agreements automatically renew before their term finishes for an equal length to the previous one. This is for your convenience and in order to avoid any unwanted interruptions in service. You would have agreed to this by confirming you had read and agreed to the terms and conditions before your account started.
If you had paid the remaining contract value in full, as you state, your account would not have been sent to a debt collection agency so I would love the opportunity to investigate further 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