Regus - WA, Seattle - 5th Ave NE Reviews 3

While I agree with the other reviewer, that Esther at Northgate is wonderful, I can't say the same for management. I made a prior review regarding Regus’ unauthorized withdrawaIs from my account, the seven months I had to wait for reimbursement while I endured harassment from their bill-collectors who masqueraded as Regus Employees. I received the following response to my one star review:
Hi Sharon,
I'm truly sorry to hear about your recent experience. I completely understand how disappointing this must have been, and I sincerely apologise (sic) if our service fell short of the standards you rightfully expect from us.
A member of my team has already contacted you via email and provided a satisfactory resolution.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
No one from Regus contacted me to provide a “satisfactory resolution.” Regus offered no compensation for the seven- month delay in returning my funds, the months of harassment and time wasted dealing with my bank and Regus, or the overdraft fee that I incurred. Instead, I received an e-mail from City Manager Jill Dayton that stated: Requests for policy changes or additional concessions… fall outside the scope of local management and are governed by global corporate and compliance standards.” In other words, Regus thinks that simply returning misappropriated funds after seven months, during which the client was denied the ability to communicate with management, subjected to threatening e-mails and phone calls, and deliberately misled about the role of the callers, deserves no compensation. As icing on the cake, Regus subsequently made another unauthorized withdrawal from my account. An AI summary of google reviews states: "Numerous customers report unauthorized charges, incorrect invoices, and difficulty resolving billing issues, even after canceling their service. Many find Regus's billing practices "opaque" and focused on squeezing money from clients. "
Management is only concerned with money. Customer service is non-existent.
I am updating the review to address Lorraine Brule’s comments below. She states that Regus contacted me to offer a resolution, but I declined it. Regus failed to upgrade my day use contract to an office contract, which resulted in Regus billing me for two contracts. Regus made an initial demand that I pay the sum of $3375. After submitting my agreements and correspondence, Regents attempted to resolve the matter by demanding that I pay $1350 to settle the matter in full. Ms. Brule is correct – I declined this “resolution” offer to settle a debt that occurred due to Regus’ incompetence. The e-mail from Regus’ collection department with Regus’ management’s response to my emails, states: Sharon, we reached out to our client with all your correspondence and concerns, and their response is below: The best we can offer you is a settlement in full on this matter, which the least I can do is $1350.00. I am sorry this is turning out the way you intended.
REGUS MANAGEMENT RESPONSE TO THE COLLECTOR, WHICH HE INCLUDED WITH HIS E-MAIL:
The Center staff submitted the cancellation for the renewal on behalf of the client, as agreed with her. However she wanted them to erase the contract, which cannot be done. She must pay this debt.
You could settle. In this regard, the client has another ongoing contract with us.
After I declined Regus’ “resolution” offer, I received e-mails and calls from the collection department threatening to sue me. I forwarded some of these e-mails to Jill Dayton. In her response Ms. Brule only references the overdraft charge. She does not reference that Regus improperly withdrew nearly $900 from my account resulting in this overdraft charge, improperly charged me for coffee services that I specifically did not contract for, and subjected me to months of harassment, threats and frustration. In her response Ms. Brule states: “Please be assured that we took every possible step to resolve the issue as swiftly and thoroughly as we could” How? By ignoring my correspondence and demanding that I make a settlement payment? By billing me for services I specifically declined? By misleading me by stating that a refund had been initiated when in fact it was not initiated for another month? All told it took more than seven months to rectify the situation. When I asked for some sort of compensation for the months of harassment and my hours of wasted time, I was offered a few hours of free use of a meeting room. Since I now rent my own office, I have absolutely no use for a meeting room. Offering me compensation in the form of something I have no use for is the same as not offering anything at all. I stand by my original comments regarding Regus management.

Esther at Northgate!