Avoid ridiculous hidden fees, don’t use Regus.
I visited Regus's office the day before my virtual business address started and spoke with the center manager. She opted me out of the renewal for month-to-month services and mail forwarding since I told her I was picking up my mail. I asked what else I needed to opt out of, but nothing else was mentioned. I never opted for mail forwarding, and no mail was ever forwarded. Yet I got billed for $30 for mail service that was never provided and I was supposed to opt out when I did do that.
Regus is truly not there for small businesses. They mislead customers with hidden fees, opt you into services you don't even use, and lie about free rentals and other offers. The sales rep made false promises of free furniture rental and Wi-Fi, none of which were provided. There was constant turnover at the front desk, with a new person every two months.
I was given a paper contract that showed a different price, but Regus insisted on abiding by the electronic contract instead. This is just another example of the constant disorganization within the company.
Mail was not being delivered to my office, and I constantly had to ask for it. Our office door frequently popped open, exposing confidential client information for over three months. Front desk staff returned our mail to the sender more than four times, causing critical client paperwork to expire. The center manager repeatedly barged into our office unannounced, gave us the wrong mail, and even snatched mail from my employee's hands without explanation.
The front desk staff were frequently unprofessional, often arguing loudly with clients on the phone without any discretion. We could hear private conversations and disputes with other professionals, exposing us to other people's business.
Also, It's been more than 40 days and I have not received my security deposit back.
Regus is disorganized, unprofessional, and not supportive of small businesses.
Response to the latest update: I was told by the regional manager that I was going to be credited the $30 service fee Regus opted people in for the virtual mailbox, however, regus told me that the 30.00 was offset from my retainer refund. My agreement ended July 31 and my retainer fee was just returned yesterday Sept. 25. The 1 month vital mailbox ended August 31.
Reply from Regus - VA, Arlington - 2611 S Clark - National Landing
Hello Fabiola,
We acknowledge your feedback and apologise for your disappointment, but please allow me to clarify your concerns.
Mail forwarding is an optional service which is provided to customers automatically, however, if you do not to use this service, we will opt you out and credit any costs as seen for you on this occasion.
At Regus, we are committed to the highest standards of integrity, honesty, openness and professionalism in all our activities. Whilst we haven’t heard other similar comments about your centre team, we will ensure the situation is properly investigated and quickly resolved.
Your agreement ended on 31 August 2024. There is a 30 day wait time for retainer refunds so the time has not yet passed. We will continue to investigate and update you once the refund has been issued.
Thank you for business. We wish you all the best moving forward.
Lorraine Brule
Global Customer Service at Regus