Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint against Regus due to their system's failure to process my automatic payments correctly, resulting in unjust late fee charges. Despite having set up an automatic payment system with a valid credit card before my move-in date on November 1, 2023, and ensuring all due charges would be covered by making an initial payment on October 26, 2023, I have been charged late fees totaling approximately $71. This indicates a significant failure on Regus's part to recognize and process payments made through the automated system I established.The issue has recurred multiple times, which points to a systemic problem within Regus's billing and payment processing. Despite these challenges, Regus has deflected the blame onto me, suggesting that I am responsible for these charges, even though it is clear that there is a malfunction in their systema fact that was previously acknowledged by Regus in our communications.I have taken all necessary steps to ensure timely and full payment of all charges, including setting up automatic payments and making additional manual payments upon being notified of these unjust charges. Regus's insistence that I am at fault, despite clear evidence of their system's failure to process my payments correctly, is not only unfair but also raises serious concerns about their commitment to ethical business practices and customer service.This situation necessitates urgent intervention to correct the payment system errors, reverse the unwarranted late fees, and prevent such issues from occurring in the future. Moreover, it is imperative that Regus acknowledges their mistake, takes responsibility for their system's failures, and issues a formal apology for the inconvenience and financial impact these issues have caused me. This complaint highlights the need for transparency and accountability in billing practices, ensuring customers are not unfairly penalized due to internal system errors.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an agreement with Regus for a virtual office with an active agreement until 05-31-2023. I updated my email address in January 2023 and was unable to access my account from that time through March 2023. I visited *********************, Community Manager, at the office and contacted him via email for assistance with resolving the issue with my account in January 2023. With *****'s assistance, I finally gained access to my account on 03-07-2023 at which time I requested that my contract not be renewed for another 6 months and terminated at the end of my existing agreement on 05-31-2023. I received an invoice from Regus on 06-01-2023. I called the office and ***** assured me that he would contact Support. ***** emailed me on 06-06-2023 stating: 1) my contract was renewed because the "request for termination was not sent on the last day of February. (90 Days Notice); 2) the termination request I submitted on 03-07-2023 that was denied, was sent to your [my] old email address. Your email address changed; 3) It was denied as it was requested pas the 90 day window." I immediately called ***** and asked how did Support expect me to respond to an email in February ************************************************************************************************************************************ January 2023 was no longer valid. I emailed ***** on 06-15-2023 informing him that I have yet to hear from Support regarding my request for the renewed contract to be terminated. ***** responded to my email stating: "I was sent a message that they were not allowing your early termination. I apologize if this is causing you any hardships. They usually send you messages directly." In additional emails, ***** stated that my contract is set to terminate of 11-31-2023 and I am required to pay $348. I informed ***** that I will not be making any additional payments as I wasn't negligent in this matter and Support is being unreasonable by not terminating the existing agreement.