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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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Totally a spam! They keep messing up my bills and never response to my complaints and arguments. Then they start to charge me late fees if I don't pay the wrongfully charged bills and threaten to report my debt to a credit bureau.
I think we the bullied clients should connect and file a class lawsuit against them!
I have a virtual office contract and am billed monthly at the same price noted in the contact. Almost every single month, they try and bill me more than the agreed upon rate, hoping I don't notice, and I have to spend time going back and forth getting this resolved. It's never a quick fix. If they don't resolve it before the billing due date, I am charged a late fee which I then have to spend more time back and forth waiting for them to credit my account for the late fee before I can pay the correct amount. All I want is to be billed correctly so I can pay on time. They can't seem to do this.
Their system is constantly screwing up.
Hi Rachel,
We would never charge more than what is reflected on your agreement; it would be illegal for us to do so. I would love the opportunity to help 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
Our business went insolvent. They kept taking payment each month after we ended contract 3 months previous.
Hi Jamie,
I’m sorry if you felt the need to escalate this.
If a customer, unfortunately, finds themselves liquidated, we have processes in place to help recognise this; we just simply need the documentation from you.
I would love to help 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
I'm renting a small office of 8 square meters on a monthly basis and at the end of my engagement they sent me an invoice of $414 for service/cleaning costs (while the contract stipulated $4 per square meter). It looks like extortion. And if they do not correct this cost I will file a complaint and I intend to bring together all those who are victims like me for a collective complaint.
Hi Ibrahima, thanks for sharing your concerns.
We provide our restoration service for all customers to save time and money, along with the frustration of dealing with multiple outside vendors such as IT & phone technicians. When you moved into your office, we ensured it was all in working order and ready for use use and we need to return the space to its original state when you leave. This service is part of your agreement.
In Canada the service is calculated at $4 per square foot and not per square meter. This is clearly stated in your agreement. Your office is 90 square feet and the charge is correct. It is certainly not “extortion”.
You have already been in contact with your Community team and I’d like to extend a full apology if this wasn’t clearly explained to you. A member of the customer service team has also contacted you to further clarify the service to you.
Regards,
Lorraine Brule
Global Customer Service at Regus
This company is practically stealing money out of people's pockets. They give you a price to reel you in, but then there are a ton of hidden fees. Honestly, they should be sued for false advertisement! Not only do they give you hidden fees, but they charge two times a month for the amount that they claimed to charge only once for. I was supposed to be charged $75/m. I started working with Regus nana after paying almost $300 to start unexpectedly; they have charged me $59@ extra between April 1
- July 1. Now, I'm no mathematician, but that clearly does not add up. If you are looking for a honest company; this is not the one! Beware!
Hi Nina, at Regus we work hard to ensure full transparency in our invoicing process which will be clarified before an agreement is signed.
The monthly charges on your invoice are made up of an advance rent payment plus a payment for services in arrears. Our invoices are payable no later than on the 15th day of the month and monthly in advance; this has never changed and was discussed with you during your onboarding meeting. You have entered an automated payment in the account but the payments failed multiple times which has caused your account suspension.
You’ll still receive your invoices well before the payment date, giving you time to review them and if needed, seek clarification.
You are also welcome to discuss these situations and options directly with your local Community team, who is waiting for your response to the resolution provided.
Thank you again for taking the time to provide feedback.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
There seems to be so much confusion around their billing. I really don't understand and I have been with many other companies. Regus decides to do things very different and confusing compared to others. I've had lots of problems with overbilling, not receiving refunds, constantly having to verify my account. It's a real head ache.
Hi,
Thank you for getting in touch with us although we are sorry to hear about the confusion you had with our billing.
At Regus, we work hard to ensure full transparency in our invoicing process.
Your Community team is available to help you resolve any concerns regarding billing, payment, and account-related questions.
Should they not know how to assist you, they’re still to guide you towards a resolution team.
I’d love to further help you 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.
Looking forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
If I could rate with 0 stars I would. I was a tenant at the DTC office in Denver, Colorado. Regus is a horrible company to rent from. Their offices are lovely, and the front office team IS nothing short of FANTASTIC BUT believe me when I say they are not worth the bad experience you will have if you enter into a contract with Regus. Their billing practices should be against the law. They are consistently tacking on for services you never requested and when you bring it to their attention and takes them forever to remove them and when you don't pay you are hit with a late fee for something you did not ask for in the first place.
If you are looking for an office space to rent, I encourage you to not rent from Regus.
-SS
Hi Sammie, I’m very sorry to hear of your disappointment.
Transparency is fundamental to us and we always ensure that any concerns have been clarified before an agreement is signed.
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.
I have immediately asked the Manager of your centre to look into this as a priority who is in touch with you and have resolved the concerns with a satisfactory resolution.
Your satisfaction is very important.
Where appropriate, we’ll also take steps to prevent the situation from happening again.
Thanks again for your comments which help us improve.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
I'm not just having a go on them to vent my anger, I'm being very honest in this review and my main goal is to warn anyone who reads this so that they are warned and not get stuck with perhaps one of the worst places they can use at a very high price. If I could give them minus stars I would, that's how bad they are, want more details keep reading.
I've been using their Virtual Office services since 2018, problems started early on, but I kept going just giving them benefit of the doubt sometimes and sometimes i just didn't want to cause trouble to the staff, missing packages, forgetting to notify about mail, keeping mail for over 13 months without ever notifying me, many mistakes over and over again.
The only thing they care about is how to tied you in a one-sided agreement that only serve them, and that you can't get out from. Add to that a very disjointed staff and very bad service, with no one to complain to to fix anything.
They promise high quality services but provide less than adequate and charge you over price for that, and the worst part is you can't even complaint or take any action to correct the situation!
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.
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 towards a resolution team.
We do not provide a “one-sided agreement” as we highly value transparency and we always ensure that any concerns have been clarified before an agreement is signed. All our agreements have a specific notice period for the termination. You can terminate your agreement according to the notice period of your agreement via your online account.
We are aware that your previous local community team has agreed to charge a postage fee instead of a mail forwarding fee. Our mail forwarding service terms have been updated according to the global requirement which we also shared with you.
We have provided you with a solution that you have rejected. However, the solution still remains available for you to reconsider, and do reach out to your local community team for further assistance on this matter.
Kind Regards,
Michelle Spire
Assistant Global Customer Service at Regus
They made it nearly impossible to cancel our account. We were in contract with them that they would not allow us to get out of, even when we asked many months in advance that they make sure the contract doesn't renew. Multiple different Regus employees verified over numerous phone calls that our contract would not renew, and we even got an email from them in September of 2021 confirming our termination request, but then almost 6 months later when our contract was set to end soon we receive a new email stating that they had automatically renewed us for another 12 months. We had to talk with many Regus employees via phone and email numerous times to get this resolved. It was quite a frustrating experience.
Overall, this company has been very difficult to work with. They frequently take long periods of time to reply to emails or answer phone calls. The website is not very intuitive or customer friendly, and many important account things cannot be done using the website (such as setting the account to nonrenewal). Please save yourself the frustration and do not work with them.
Hello,
I apologise if you are not completely satisfied with the service.
Once an agreement is signed the office space is reserved exclusively for a customer from the start date detailed in it. We have many rental lengths in order to try and suit everyone’s circumstances but we also have a business to run and cannot cancel or terminate agreements earlier than the specified notice detailed in your terms. The online account or the app absolutely does offer the functionality to terminate your account which, if completed successfully, would then prevent any automatic renewal. Ending your agreement is a simple process, which you should confirm through the “Account” section.
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 and I will be happy to look into anything outstanding?
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
I Inquired about office space with this company. When I spoked to the sales person Jordan he was so incompetent about the company's contract. Jordan told me that I will have a prorated amount on my first months rent, Jordan did not tell me I will be charged a month in advance. My first month rent was supposed to be a little over $300 but I got a bill the next day for almost $700 I continue to call the account manager and all she did was give me a ticket number and I got a nasty email every single time about the account. I wished I would have read all the reviews before going into business with this company. This company is a fraud and they prey on companies that need office space at a reasonable price but once you sign a contract you are given all these fees that don't add up. I have contacted my attorney about this company
Hello,
I apologise if you are not completely satisfied with the agreement terms.
All customers are invoiced for the month ahead and, although it is mentioned in your agreement, we apologise if it wasn’t explained to you in person by the sales person as well. At Regus we work hard to ensure full transparency in our invoicing process and our account helpdesk are always available to support our customers with payment, billing and account-related questions. I have personally been through all email exchanges between you and the account helpdesk and can assure you that they were all answered fully, efficiently and professionally and were certainly not “nasty emails”. We are not “fraudulent” and do not “prey on companies that need office space at a reasonable price”, all of our services and costs are detailed in your agreement prior to signing. Any that you do not require can be opted out through your online account.
You have already been given the correct information to your enquiries but if there is anything further I can help with directly, you can contact me at [email protected].
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Yet another HORRIBLE review. These guys are clearly thieves and although most, including me, don't see this stuff until it's too late and you've already worked with these disgusting people.
As for my situation. The fraudulent bills keep rolling in and although I have paid and have emails stating my account was paid in full and account closed they continue to try to collect. The most recent email includes invoices totaling over $700.
But you CAN do something about it. In fact, the more people that do take the 10 mins to do so, the better.
Step 1: Connect with the Federal Trade Commission and file a complaint. Here are the details and phone number in the link below. They will email you after and give you other options for letting people know how these people operate. It will make a difference.
https://reportfraud.ftc.gov/#/
Step 2: Get your most recent credit report. If they have reported you to the credit bureau they could be responsible for paying you! See below.
Step 3: If these lowlives have bullied you that is one thing. However, there are very strict rules on how a "supposed" debt collector can behave. If they have effected your credit you could be getting paid a few $1000 dollars. Connect with a lawyer and talk to them about your situation. It should be FREE. I am not an attorney but I am taking these steps and want to help others that are in similar situations. Google fraudulent debt collection. Call a few attorneys. I suggest 4-5 different ones. See if they can help you.
Step 3: Don't react or connect with Regus. Nobody there will help you. Nobody. So don't waste your time or get yourself frustrated. Just know that you have been taken advantage of and take the above steps to get yourself out of their fraudulent claws.
I feel so badly for all the people on here. I've read many of your stories and I feel just terrible about all of it. We are just hard working entrepreneurs trying to make our companies successful and these guys are taking advantage of hard working people. Gross.
If you need to connect with me you can. I will offer help and updates on my situation with them as well.
*******@consultresults.com
Hello Kira,
I can sense that you feel frustrated and we apologise if this has been caused by us. We work hard to ensure that our processes are simple and efficient at all times.
You've attached a screenshot of an email from your centre team which mentions that they have processed payment by phone just now for $328.70. This was your outstanding balance as of 31 March 2022.
The payment was attempted by your centre team as confirmed but it was not successful (you will need to check this with your bank). The next payment was for $235.85 on 4 April 2022 which was not the full amount as given to you.
From your review, I can see that you've mentioned that the "fraudulent bills keep rolling in" although you "have emails stating my account was paid in full and account closed they continue to try to collect". Your centre were correct in informing you that your agreement will end on 31 May 2022 but their confirmation that "no further invoices are projected to be billed" is based on that payment being successful. As it was not, there was still an outstanding balance from which you correctly received late fees.
Late fees are justified in the event that customers do not make payment for services when they are due. It is not unreasonable to expect customers to pay for services that we provide.
The final screenshot you've shared is only from this month which confirms that once the valid late fees are paid, your account will be closed; this is correct.
Please note that you have an outstanding balance of $27.95 still. You can confirm this and make payment through your online account (www.myregus.com).
We recognise that you feel misled by this circumstance but it's important to highlight that customers are responsible of ensuring their payments are made when due.
We’ve contacted you now and will be happy to clarify with you directly. Thank you for your cooperation and understanding.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
What can I say, it has been a horrible experience for a year, beginning with double billing, then the absolute impossibility to change the billing email address.
The icing on the cake is the 300% rent increase after one year from $890 to $2113, which of course we declined YET, they auto-renewed the lease, charged my credit card on file $4,226 (2 months so far), blocked me from removing my card, refused to talk to me except through a call answering center to "open a ticket".
REGUS is a scam and a bunch of hucksters, they sell you one thing and then deliver another. The old joke, "then you were a prospect, now you're a customer"
Avoid Regus at all costs, they will take advantage of you, no matter how savvy you think you are.
Hello John,
I apologise if you are not completely satisfied with the service.
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 detail information on prices, terms and the option of ending the agreement if you no longer require our services. 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 no action is taken within the notice period, all accounts automatically renew in order to ensure a smooth transition and to avoid any possible interruption of services.
You can log a case in the MyRegus portal under the HELP section for any questions you may have or, alternatively, all centres have friendly and helpful staff with whom you can address any concerns if you require a more immediate answer or personal attention.
We have requested your details a couple of times in order for us to try to help. I am sorry if you felt you had to raise this again on such a public platform but we would like to request once more that you provide us with the details of your account so that we can investigate and fix any issues with the billing. We feel it is unfair for someone to complain so publicly stating that it is a “scam” and that we are a “bunch of hucksters” without giving us the opportunity to look into your complaints when we pride ourselves on our excellent customer service. 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 and I will be happy to look into anything outstanding. I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Go anywhere but here. Worst company I've ever dealt with. Filed fraud with our CC because they didn't hold up their part of the deal. Got a call today saying I am month behind on an invoice with them. We filed fraud, cancelled the account obviously, how do we owe anything...RUN!
Can't identify the account...LMFAO. You guys are a joke. Anyone want to file a class action lawsuit against this company let me know
Hello Michael,
I apologise if you are not completely satisfied with the service.
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 and I will be happy to look into the situation.
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
The Bait: The office looks super nice, the space is clean and professional. You can call the local office and you can reach a friendly staff member quickly.
The Trap: Miss a payment ( substitute you reason here) and you will be locked out of your account, try to reach billing to correct and pay and get back on track good luck you will not be able to speak to anyone. Next thing you know you will be speaking with debt collectors who want the whole years payment up front. Think Regus cares about keeping long term clients, think again, There is an endless supply of fresh blood to be had. Thinking this wont be you, think again. I was foolish enough to think that myself and i had my accounts on auto pay so i would not slip up. But everyone slips sooner or later ( took me 4 years) and when you do, they will be waiting.
Bottom line i will pay my new bill of $1654. 74 but i will also gain satisfaction knowing i will no longer have to deal with them and if i can save someone else from this TRAP all the better.
Hello,
I apologise if you are not completely satisfied with the service.
Payments are very easy to make. A customer can contact the centre directly by email or phone and our staff can give guidance and the account helpdesk are always available by raising a case through the help section of your online portal to support you. Payments can be made by bank transfer and customers can log into on the online portal and upload the payment slip to Account – Billing and Payments - Upload financial documentation. Alternatively, the payment can be made directly by credit or debit card. In addition to all of this, a debit or credit card can be set up to make automatic payments, or a customer could set up a direct debit through the online portal. We do not set “traps” as it is beneficial for both parties to have an account that is active and up to date with payments. We partner with our customers to help them run and grow their business, but we also have a business to run and do not provide a service to customers who do not make their payments. In these situations, an account can be restricted until a customer settles any outstanding balances.
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 and I will be happy to look into anything outstanding.
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
The phone are still down! I HAVE LOST CLIENTS BECAUSE OF THIS! I Can not run my business With no phone line I have spent hundreds of dollars on faxes and it's going on week three with no phone line. If I'm advertising this number I don't understand why it is disconnected for this long. I do understand that things happen but it is going on three weeks with no phone system very poor service here at Regus Chesapeake I would not advise anyone to rent from the center. All they care about is the money and that their clients
Hi Victoria,
I understand that you’re disappointed, and I’d like to help.
We know that your telecom service setup is key to your business, we apologise for the inconvenience caused and we’re working to ensure any technical issues are fixed as a matter of urgency. I have escalated your comments to your local community team who is fixing the issue and contacting you with regular updates.
Should you require further information or support in this matter, please feel free to contact your local community team directly.
Thank you for your patience and understanding.
Kind Regards,
Lorraine Brule
Global Customer Service at Regus
I signed a service agreement on in mid March. At that meeting, I was asked if I wanted a dedicated office line. I said yes, as I would be running my business there full-time. I emailed about the phone line as I wanted to create marketing materials to give to my current clients as well as prospective. I was assigned a phone number on 3/16, and told that the phone would be installed around the 1st of April. I also communicated with someone from IT, to whom I told that my only tech need would be a desk phone. When I asked staff about the phone after moving in on April 9th, I was told a "ticket would be put in to request a phone." Huh? What makes this most damaging is that I invested in marketing materials that I dispersed to both old and potential clients. I was informed by several of my clients that the number on the material is to a phishing scam. It goes to a recording "press one to continue this call in English, " then, "receive a $100 retail voucher for making this call." I have reached out to the CEO regarding my concerns... CRICKETS! No one seems to be concerned about how their unprofessionalism is impacting my business. There is no follow up, just shrugs and, "I don't know why it's taking so long." I am actively looking for another location.
Hi Lavonya,
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.
We know that your telecom service setup is key to your business, and we’re working to ensure any technical issues are fixed as a matter of urgency. I have escalated your comments to your local community team who is currently in touch with you in resolving the issue.
Should you require further information or support in this matter, please feel free to contact your local community team directly.
Thank you for your patience and understanding.
Kind Regards,
Michelle Spire
Assistant Global Customer Service at Regus
Julien is a welcome new addition to the Centre. He brings energy, enthusiasm and a lot of competence in his work
This company has hidden fees and double charges you with consent. Horrible customer service and very dishonest. Will make everything excuse not to refund and steal your money. They still owe me money they stoled from charging my card without consent. I had to cancel within 24 hours of signing up and they refused to refund me. They just keep repeating the same, it's a contract. They don't care about you or customer service. They only care is about ripping you off. It's makes sense why they have such a bad review rating.
The sales folks will tell you one thing on your contract and it will be completely opposite. Find another company to get office space with. You will be glad you did.
Got quoted for service for a virtual office. Quote didnt match invoice. When I asked about it was told that person who quoted and billed me couldnt help. Called customer service. Was transferred to 7 different people who said they couldn't help. Was finally given a local number to call and was told the person I am asking for doesnt work there. Went back and emailed customer service. Instead of helping with the issue I was told to honor my business commitments, but they couldn't tell me why my bill was off. Joke of a company. If you want to loose money it would be funner to just through it out the window. You will fight with them and get no real service. Just the run around. Other reviews on this thread are spot on. They only want your money and will not help when there is an issue. Only threatened with collections if you do not pay. Would not use them or recomend to the person I hate the most.
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Hi Dan,
Thank you for the review.
At Regus, we work hard to ensure full transparency in our invoicing process.
The monthly charges you can see on your invoice are made up of an advance rent payment plus payment for services in arrears.
Invoices are payable upon receipt but no later than the 15th day of each month. If paid late, your account will automatically incur a late fee.
You can review invoices and payment dates on your statement of account, available in your online account.
In our payment reminders, we do notify our customers that if the account becomes seriously overdue, it will be transferred to the collections team. It’s a very common part of a business when providing goods or services to customers and then not receiving payment for services we have provided.
I would love to help 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,
Michelle Spire
Assistant Global Customer Service at Regus