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Business Profile

Commercial Real Estate

Regus Management Group, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Regus Management Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 611 total complaints in the last 3 years.
    • 209 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2022

      Type:Product Issues
      Status:
      Unanswered
      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 have made several attempts to settle my issues with this company regarding a retainer being charged-the charge is more than what is discussed. I entered into multiple agreements with this company ( 12), and the billing is never correct. I want a credit for my late fees and a retainer that has been charged. They want you to place a credit card in the default position so they can run your credit card up and then you have to beg them for your money back. I do not recommend this company. They have a Help Desk that I believe is not located in the United States because they never want to call you on the phone. Terrible service. sent an email to the CEO who claimed that someone would get back to me.

    • Initial Complaint

      Date:10/03/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Regus is engaging in unethical billing practices. I notified them in March of 2022 of my desire to terminate my contract, which is before the expiration period, as my contract ran from June 2021 through May 2022. At the time, they had no phone number or email address posted on their website, merely a contact us form where you had to submit a communication and wait for someone to get back to you. The website's "end agreement" feature was also not operational at the time and still isn't. Since I originally submitted my request through the contact us form, someone responded via email; however, they have been evasive in resolving my problem promising they will look into it and/or escalate the matter but I still haven't received a resolution. It is now September 2022 and they are still invoicing me and even asked me to pay for the service up to date (for a contract I never agreed to) in order for them to escalate to request an early termination. Please help!

    • Initial Complaint

      Date:09/21/2022

      Type:Product Issues
      Status:
      Unanswered
      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 have spoken with Jessica the Community Manager numerous times and sent her emails about having issues with using their business portal since May of this year. I informed her that I couldn't submit my request for non renewal of their service online due to having continuous issues with issues that I've experienced. She mentioned that she has escalated my concern several times but never follow-up with me as promised. I've received notices of non payment even though my card was placed on file for auto pay that never works. I've also been charge monthly even though I email Jessica that I no longer want to use there services. I continued to pay even though she never followed up with me so it won't affect my credit. I followed up with her again on Monday, she mentioned that she will reach out in 24 hours and daily after to let me know the status of my account and that she agrees that I should be reimbursed since I have told her months ago that I no longer want to use their services. I was doubled charged twice this month in addition to a late charge when Jessica noticed that I shouldn't have been since the account wasn't late.

    • Initial Complaint

      Date:08/20/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On July 20, 2022 I signed up for a virtual office with Regus Management Network. At the time of sign up it said I owed $95 to sign up for the service. Within 2 weeks, not having utilized their service yet, I had received invoices totaling $336. I felt blindsided because the service that I signed up for was $99 a month. I called the office immediately and began trying to figure out what was going on. It was difficult to get clarity with the representative and I began to get the feeling that this might be a scam and I definitely did not like the way this company was handling the situation. I expressed that I didn't want to continue doing business given how difficult it was to get answers. The representative said it was fine and that I could cancel since I had just signed up. She told me to submit the cancelation request, which I did on August 4, 2022. I also called their company number and asked if I could cancel since it hadn't been 30 days, which I remember it being yes, but the appropriate department would call me. No one ever did. I kept reaching out about it and they ignored it, but rather kept requesting money. At one point I paid the entire invoice to bring the account up to date, while we figured out canceling. They ignored that I paid and just kept harassing me. Emails, excessive calls. I didn't want a business with them. The company service was awful and I felt in distress. Even after paying and emailing multiple people the payment receipt they continued to harass me about more money. Not even a month and they claimed I owed the $336 (I paid) plus $`132 for a $99 service. I have been in mental distress about this situation for weeks. I have cried and begged for them to just leave me alone. One representative said my contract ended July 31, 2022 and then another said July 31, 2023. They already sent me to collections and so now more harassing calls. Someone please help me. I asked for a signed agreement and they never could provide that.

    • Initial Complaint

      Date:08/11/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On 4/16/22 I accidentally entered into what turned out to be a 2 year agreement with Regus for services I cannot use, in a city where I do not operate. I requested reversal of the transaction as soon as I realized my mistake, in less than 24 hours, before I was even sent a confirmation of the transaction from Regus. I made this request multiple times through multiple channels including email, phone, voicemail, and through the websites "contact us" form and never got a response across any method of communication until 4/19. When I finally got someone from the Regus "Account Help Desk" on the phone, they would just send me to the website and tell me to use the "contact us form" because they do not handle "account information" over the phone. When going back to the Contact Us form, I would get an email from someone simply stating there is nothing they can do. When specifically asking them to call my cell, they refused to contact me every attempt. After escalating multiple times, Stephanie Green, the "Community Manager" finally contacted me on 4/27/22, listened to me situation, and promised to escalate my case. After no reply, I followed up 3xs and finally got a response back from a Mary Wells on 5/11/22 saying that they are sorry, there is nothing they can do. Neither would call me to explain why as requested. After escalating again, they sent my inquiry to the "Regus Account Help Desk"...which is the first group I started with! They of course replied again on 5/24/22 saying their hands are tied. To summarize: I am being sent in circles, my request to cancel my agreement is not being honored, and I have been charged $317.40. I am requesting (1) refund of the $317.40 (2) Cancellation of my "agreement in writing (3) cancellation of any pending amounts due, and (4) written guarantee to not send any amounts to collections. My account # with Regus is XXXXXXXX under "M.S. Asset Management LLC." ***PLEASE NOTE I HAVE NOT USED ANY SERVICES OF THEIR SERVICES TO DATE***

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Regus engages in bait and switch tactics. When I agreed to lease a co-working from Regus the agreement was to rent on a monthly basis for approx. $280 a month. A credit card was needed on file, in which I had to upload my card information several times because for some reason the company keep saying my card was not on file. Sometime in June I received another email saying I needed to upload my card again by June 30th, 2022 due to some form of changes to their security system. June 30th, 2022 - I resubmitted my card information. 7/18/22 I learned my card declined Regus attempted to collect payment. I was confused as to why because the monthly amount of rent was present. When I inquired, I learned that Regus attempted to take 3 months of rent (against our agreement) because I resubmitted my card information again on June 30th. I had not been formally notified that my rent would increase. In the email attached, Regus admits to changing my billing from monthly to quarterly. Now, Regus is attempting to charge me a late rent fee because ultimately my rent became past due because they attempted to charge me more than the monthly rent. They are refusing to waive the late fee though they were the cause of this said fee.

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      The sales man promised me a 2-3 Month tiny little office rental for about $740 and told me that I am all set and all I have to do is approve an email and made my pay up front for a security deposit and month month's rent. To my surprise, the rent goes up to over a $1000 the second month with any notice!! they packed multiple fake charges and told me it all in the contract that I never seen. I had already paid for a month up front but had to leave this dishonest place because my confidence drop way down and I felt scammed. The bonus scam was a Exit fee about $350 to recondition the office that I used for 22 days!!!! I know this will not affect the company as they already have an F Rating, but its a duty to warn others about doing business with this company.

    • Initial Complaint

      Date:08/02/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 continue to get billed for a co-working space agreement terminated September 30 2021 (effective Oct 31 2021) and incurring monthly late fees, last invoice No XXXX-XXXXX, due $345.42. The Acc XXXXXXXX was paid in full through October 31 2021. I am not responsible for the above charge or re-incurring late fees.

      Have written to the company's helpdesk and account service desks on November 23 2021, April 9 2022, May 3 2022 and August 2 2022 to explain the 10 day co-working agreement (Acc XXXXXXXX) was terminated by me on the company's webportal following the instructions by the company's sales representative Mr. Ben McBride with agreement to switch to new 5-day co-working contract effective November 1 2021. This sales representative promptly drew up paperwork for a new 5 day co-working agreement, an order was placed October 1 2021, effective 30days later November 1st 2021 for a 5 day co-working space, Acc XXXXXXXX.

      I have tried numerous times to address the discrepancy with the company by writing to [email protected], [email protected] and its debt collection department & company's service portal. I have also reached out by telephone to IWG customer services office in CA, Texas and Japan. In all cases I am told by these organizations that they are not responsible for billing.

      Evidence to support my complaint:

      1. Email from Sales representative Ben McBride explaining the process to terminate agreement, Acc XXXXXXXX and make a new agreement, Acc XXXXXXXX
      2. Email thread to helpdesk and service desk on Nov 23 2021, April 9 2021, May 3 2022, Aug 2 2022 to the company
      3. New Order for 5-day co-working agreement Acc XXXXXXXX, paid promptly by me each month
      4. Company confirmation of new 5-day co-working agreement start date of November 1 2021
      5. Image snapshots of the company webpage I used to terminate the 10-day working agreement on "September 30 2021.

      Please help resolve this faulty billing by Regus/IWG

      Thank you

    • Initial Complaint

      Date:08/01/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 have been trying to get ahold of any Regus representative concerning how unhappy I am with them. I have been trying for 4 weeks (since beginning of July) and Regus representatives go out of their way to ignore those with whom they disagree. Over 4 weeks of attempted contact and absolutely no response. Regus is as awful as it gets. Its hyper-corporate and dehumanizing.

      Why has Regus allowed 4 weeks to go by, always ignoring me?

    • Initial Complaint

      Date:07/29/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 signed up to rent a virtual office space with Spaces in Napa through Regus. I was told that my first month of July would be prorated with a one time fee of $99 added (to sign up). I was then told I would be charged for August of 2022.

      I received two invoices. One invoice charged me the one time sign up fee plus the July prorated amount, as discussed.

      The second invoice charged me the same thing PLUS the August fee.

      When I contacted the company and pointed out that they made an error and charged me double for the July amount, they asked me to send a screen shot of my bank statement to prove it. I sent the screen shot of the bank statement proving that they overcharged me.

      The company then told me that my balance was zero with them and that I needed to take it up with my bank. How is it my bank's fault when they invoiced me twice?

      I am attaching proof.

      In addition, the invoices do not even state what months are being paid for.

      This is some of the most disrespectful, worst customer service I have ever received. They don't even answer their phones.

    Regus Management Group, LLC is NOT a BBB Accredited Business.

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