Horrible experience!
Horrible experience!
I need an office for a month. I walked in to one of the Regus in Malaysia and mentioned that I need office for ONE month. The front desk lady took me for a tour at the office and I decided to sign up with Regus and asked for more details about the price and services for different branches. The sales manager was not there, so she took my contact and we communicated via email and then decided to sign up with Menara Dungun branch for October (start date 2 Oct 2023, I can provide email as proof).
On 30 September, I received an invoice for November. Then on 2 October, I got briefed by the front desk guy and I raised to him that I got invoice for November, but I am here for October only. He told me to disregard it because the invoice is always in advance.
Here comes the horrible experience when I check-out on 31 October. I was told that we have to do the cancellation one month prior to check-out, and the cycle is before 1st of each month. So in my case, I have to cancel the contract on 30 September which the following 2 points make this unreasonable:
1. My first day is on 2 October, which means the process is sign up (September) -> cancel (September) -> use the office (October)
2. I got the invoice on 30 September, which means I will still get charged no matter I do the cancellation or not
What’s more horrible is that there is no people from Regus who can help. The front desk guy said he is not aware of the cancellation procedure. The sales manager is even worse, she said I hear you but there is nothing that I can do. I also made complain to helpdesk, but it is like talking to robot that has a set of standardized answer and not trying to handle and resolve some specific cases.
In short, I have to pay for November rental and because on the first day I was told to disregard the invoice, I was also being charged for late payment.
PLEASE GET RID OF THIS CO WORKING SPACE THAT CANNOT HANDLE ISSUE CASE BY CASE.
Reply from Regus - Kuala Lumpur, Menara MBSB
Hi Xin,
Thanks for getting in touch, although I am sorry to hear of your dissatisfaction.
All our agreements can be ended provided they meet their notification period, and a month-to-month agreement requires a 30-day notice from the first day of any calendar month.
You ended the agreement online on 31 October 2023 therefore it was ended effective 30 November 2023 (1 calendar month notice).
We have requested you to provide written proof of your original request, but you could not provide it.
All your invoices are available in your online account (myregus.com) and payable upon receipt but no later than the invoice due date.
If payment is not received by the due date, we incur administration costs and, though we would like to avoid charging you for this, we must pass on a late fee to you.
We have reviewed your account: You received a late fee since you have a pending invoice that needs to be paid.
If you need further support in this matter, please feel free to contact your centre team who remains your key contact here. We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus