False advertising
False advertising - I signed up for a business address, expecting to pay $59 per month. I agreed to a 2 year term to get better pricing. The agreement was supposed to start on the following day. Immediately after I signed up, I was charged more than $187, which the invoice stated was for the prorated November amount, the month of December and a $99 Activation fee. 2 weeks later, I received another invoice for $74 for the month of January. That invoice included a mail handling charge of $15, but I haven't used the address and I have NO MAIL. As soon as I signed up and was immediately charged more than double what I was expecting, I attempted to cancel the contract on the basis of false advertising and the fact that the contract had not yet started. Regus did not respond to any of those requests, but continued to want to set me up and onboard me. When I finally spoke to someone in the office, she that my contract will terminate after the 2 year agreement ends. This has to be unethical and I feel like my consumer rights have been violated. I reported the matter to the Better Business Bureau and they have not responded to them either. I have never felt so blantantly scammed by any company before. If they won't work with me to resolve the issue, the only thing I can do is warn other customers.
Update
My review still stands. Nothing in the agreement mentioned that I would be charged $99 for an activation fee or charge for mail handling when no mail was handled. Had this information been disclosed, there is no way I would have agreed to a 2 year term. If you decide to work with Regus, proceed with caution. Based on my personal experience, I do not see any evidence that they value transparency. In fact, it appears generating revenue (even through deceptive practices) takes precedence over transparency.
Reply from Regus - Texas, Dallas - Downtown Republic Center
Hi Latoya, I am sorry if you felt the need to escalate this.
Transparency is key to us, and our invoicing process shouldn’t come as a surprise. Please allow me to explain it again:
All billable fees are outlined in the agreement that you signed with us; our invoices are made up of two different types of charges:
1. Recurring charges like your monthly office fee, parking, signage… These are billed in advance.
2. One-time charges like meeting rooms, photocopies, admin support… These are billed in arrears.
All invoices are available in your online account (myregus.com) under the Account section and payable upon receipt but no later than the 15th day of each month.
For the convenience of our customers, we automatically set up a weekly mail forwarding service covering mail handling and envelopes. This service is chargeable, each month.
You can of course collect your mail from the centre , if you prefer, or change the frequency in which we forward your mail (one-off or monthly). If you wish to remove or change the frequency of the service, please simply speak to your centre team, and they will do it for you.
As you are aware, you signed a 24-month virtual office agreement online with a preferential monthly fee until 30 November 2026. A signed agreement is a formal business commitment, and it should be ended online according to its notice period. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel an agreement earlier than its end date.
For your information, you can end your agreement through your online account (Account > Products and services > End Agreement).
Regards,
Lorraine Brule
Global Customer Service at Regus