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IWG helps businesses find and create the right workplace for their people. Offering choice, flexibility, community, custom workspaces and consistently professional locations all over the world.
Groeneweg 17, Aalst, Belgium 9320, 9320, East Flanders, Belgium, Belgium
2.9
2 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 92% of negative reviews
Typically replies within 1 week
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Reply from IWG plc - AALST, Erembodegem
Hi,
We’re sorry you had this experience and would love to help.
Please email me lorraine.brule@regus.com with your company name and/or account reference so we can quickly assist as you have posted anonymously.
Best,
Lorraine Brule
Global Customer Service at Regus
We had a very frustrating experience with Regus Aalst.
At the end of our contract, we carefully reviewed our account statement and discovered serious inconsistencies. The biggest issue is that the €378 retainer (security deposit) was included in the total invoice amount as if it were a service charge. This is simply incorrect — a retainer is a refundable deposit, not a billable service.
Because of this misclassification, the total amount appears higher than the actual value of the services provided. Even based on their own figures, we ended up paying more than what we actually used.
Additionally, the accounting system generates multiple invoices and credit notes that cancel each other out, making the statement extremely confusing and lacking transparency. It is very difficult to clearly understand what you are actually being charged for.
Despite raising this issue and asking for a clear breakdown, we have not received a satisfactory explanation or refund.
Overall, this creates a lack of trust and transparency. I strongly recommend that anyone using Regus carefully review all invoices and account statements, especially regarding deposits and additional charges.
Reply from IWG plc - AALST, Erembodegem
Hi Ozgur,
I’m very sorry to hear of your disappointing experience.
We always aim to provide an efficient and supportive billing process, and I apologise for any confusion that may have occurred.
Your retainer is included in your statement of account as it is billable, however, it is held on its own and not as a service charge.
We fully understand the importance of receiving your refund promptly but please note that retainers are refunded once all invoices have been paid and the account is showing a clear balance. As there is an outstanding balance on your account that remains unpaid, the retainer has been offset accordingly.
My team have contacted you to review the balance and to check whether any payments you have made are not yet reflected on your account. They will continue to assist you until the matter is resolved but please feel free to email me at Lorraine.brule@regus.com for further support.
Best,
Lorraine Brule
Global Customer Service at Regus
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