Attached 4 screen shot from a series of 100's of frustrating emails over several years that led no where.

Regus is the worst company I've ever dealt with. They pride themselves on transparency & client service yet have SO many complaints & won't provide working phone #'s or proper contact info to clients who wish to resolve billing issues.

There are reasons for 100's of 1 reviews across multiple review sites. They reply here & there to scathing reviews mostly with the same "solutions" that do NOT work & never have. Their replies are mostly gaslighting jargon in an attempt to save face in public forums.

Regus Corporate will NOT acknowledge or resolve the underlying cause(s) for the same pattern of complaints that have occurred for years. Regus Corporate will tell you that billing & contracts are a local office issue & only that local office can resolve it. Regus Corporate knows EXACTLY what's going on & does nothing about it!

So when clients encounter billing, refund or contract issues, the only place they can get assistance is through their local office. Which consists of front desk staff & various account managers that Regus labels a team or community team.

But every single employee, (no matter who your concern is "escalated" to), are directed to parrot the same message: "There is nothing I can do - all billing, contract & refund issues must be resolved through the Help Desk".

And as you probably guessed, their Help Desk IS designed to give clients the run around until they're exhausted with frustration & just give up: (1) Give up & forfeit retainer rent deposits. OR… (2) Cave to threats of having their their credit destroyed. So they end up paying for services they didn't order, renewed contracts they weren't aware of, continued invoices for fully completed contacts, double extra billing "errors", hidden costs & fees not disclosed in the original contract etc.

I've had multiple issues with REGUS. One of which included Regus accidentally deleting my account & services. Their admitted error which caused me a string of client problems. Due to that fiasco, I requested they let me out of my contract. They said fine & offered me a full buyout bill for the entire balance of months remaining on my 2 year contact. Or suggested we keep it simple & they continue billing me monthly until my contract expires. I finally managed to get that "settled" & the account closed - a whole other story.

I have also tried (periodically) to get a rental deposit from a separate contact completed 3.5 yrs ago. Many times I've filled out the banking info & wire sheets they've sent. But they tell me they didn't receive my completed form. Or claim my information wasn't filled out correctly - I know how to fill out forms.

The link on their website where they tell you to click to request your retainer refund … that link doesn't appear to exist. They seem to keep rental deposits whether your account is in good standing or not.

There also seems to be confusion about the link to click "Do not renew contract". Many people claim to have been auto renewed when they wanted to opt out or believed they had already clicked opt out. And contacting your "community team" or the Help Desk results in absolutely nothing.

And last but not least, Regus is known for failing to disclose hidden costs & extra fees by not providing a FULL (complete) copy of contracts to clients upon request. Additionally, sales people appear to say anything to get a contract signed. But after signing, those sales people vanish into thin air - avoiding any & all efforts by clients to contact them.

On the BBB site Regus has an F rating - the worst rating possible. Regus has had over 600 complaints with BBB in the past 3 years. These 600 complaints are only the people who took the time to complain & BBB is just ONE of many review websites.

Front desk staff & various managers (team or community team) are friendly enough. But none have the authority to solve billing, contact or invoice issues. Like I said they all parrot the same script: "I cannot help you. Billing concerns must be directed to Regus Help Desk".

You can already see where I'm going with this...

So clients begin 'emailing' the Help Desk. Which generates a case ticket ### on their behalf, but nothing gets resolved. Ever.

CALLING: If you tire of emailing the Help Desk which leads no where, (it never does) you can obtain a Help Desk phone # from the front desk. But those #'s almost never work & usually say: "User busy. Error. Try back later".

There are ALWAYS working phone #'s for sales yet NONE for client assistance. What a coincidence!

So you call Regus sales & ask to be transferred to the Help Desk. Where you'll discover that Help Desk staff have no email or contact information & cannot forward your concern to anyone. All they can do is create a case ticket ### for your complaint.

Therefore speaking to someone at the Help Desk is the same as if you emailed the complaint to the Help Desk yourself.

With each attempt at resolution, sometimes you don't hear back at all.

Or keep receiving the same form over & over … asking for the same info you've provided many times already.

Or replies with generic cookie cutter advice that didn't work the first 9 times they suggested it.

Or suggestions to speak to your team / community team. The exact people who directed you to the Help Desk in the first place!

Or claim they contacted you, but you refused to answer - clients trying to resolve over billing errors refuse to answer their phone? Sure right

And sporadically you're gifted with emails claiming your ticket case is closed when nothing was fixed or resolved at all.

The back & forth never ends while threats to your credit continue to escalate.

One last time for the people in the back:

Regus will not acknowledge double billing mistakes & obvious invoice errors. They don't return retainers for completed contracts. And have all sorts of hidden costs & fees not disclosed. Employees are directed to tell clients "all billing & refund issues must be resolved through the Help Desk. And that "Help Desk" is designed to give clients the run around until they give up: (1) Give up & forfeit contact retainer deposits. OR … (2) Cave to threats of having their credit destroyed. So they end up paying for services they didn't order, renewed contracts they weren't aware of, continued bills for fully completed past contacts, double extra billing errors, hidden costs & fees not disclosed in contract etc. Get it yet?

It a clever process on their part - not to mention greedy, misleading & completely deceitful.

I have never in my life come across such egregious business practices. I will forever regret being naive and inadequately skeptical when I was searching for an office, which has now led to me paying $24,000 for an office that I cannot use due to covid-19. Had I done my research, I would have seen that this group is corrupt, greedy, and untrustworthy. But they lure you in with a cheap initial contract and nice facilities, and then the shady practices start to become revealed. They take your credit card information and automatically charge you each month, which would be convenient if the charges didn't vary every month. After they charged $3400 dollars, in addition to my monthly rent, I asked that my credit card be removed from the system. It took over a month and about 10 emails and phone calls to make this happen. And this was only after I had to go through the process of disputing the charge with the credit card company, simply because Regus wouldn't respond to me. Other charges would just show up, including "coffee access", which I never agreed to and was never informed would be an automatic charge. I only discovered that I was being charged for this almost a year into my lease, after I had not once used the coffee. Apparently it's your responsibility to "opt out" of that service without ever knowing that you had automatically "opted in".

Then there's the rent increases. I'm a therapist, so it's important for my patients to have consistency and stability. Even though I was dissatisfied with Regus, I planned to renew my lease for the benefit of my patients so they didn't have to readjust to a new setting. As you'll read in almost all other reviews, they jack up the rent exponentially and do an automatic renewal. When I say exponentially, I mean a 75% increase - and they just hope you won't notice and it will automatically renew. If you do notice, it's a complete production to get them to lower it - involving anything from emails going unanswered, to them saying they'll request a lower cost and then not following up, to them then offering a mildly lower cost that's still an unacceptable increase. With each renewal, I was frantically reaching out to someone as the automatic renewal approached.

Finally, at the beginning of covid-19, without knowing or understanding the impact of the pandemic, I resigned my lease for another year. Once I realized in early May that I would be unable to see patients in the office for a long period of time, I requested that my lease be terminated. Over the course of the next two months, I was given mixed messages and sent automated holdover emails while I continued to reach out, most contacts again going unanswered. I was eventually told that my request is denied. Meanwhile, a lot had changed with my own circumstances over those two months, and covid-19 forced me to change my life course, including my practice and my residence. So I no longer live in or practice in NY, which was explained multiple times to various Regus employees. Their responses ranged from insensitive to straight out disrespectful; but worst of all, they were not willing to work with me at all to find a solution. I consulted with lawyers, all of whom said that Regus writes their contracts strategically to give all the power to themselves and zero to the customer. Most contracts have a clause that states that in such an event as this pandemic, both parties are not obligated to fulfill their end of the contract - Regus, unsurprisingly, has this clause only for themselves. So that brings me to paying $24,000 for an office that is unusable to me.

Regus has caused me sleepless night, stress, and tears in the middle of an already challenging time. They are now taking revenge against me in any way they can because I pushed back against and escalated their denial of my termination request. They are a huge corporation that has no interest in customer satisfaction at best, and individual suffering at worst. If this review is able to save even one person the hardship that I've endured through Regus, it will have been worth it.

***UPDATE: After the head of customer service responded to my review, disputing my complaints and asking to speak so we can find a resolution, I gave her my information through the website and also emailed her per her request. I was hopeful that she would prove me wrong by showing me that they actually care about their customers; instead, by never responding, she only reinforced what I already knew - Regus is a fraud, and all of her responses in these reviews are only intended to fool readers into thinking they took action when they did not.

UPDATE 9/4/20: Shortly after I posted the update above, a customer care executive emailed me basically saying "too bad", without any opportunity to discuss or try to find a joint resolution.

UPDATE 9/8/20: Regus seems to rely on the tactic of persevering through their corruption and creating a feeling of learned helplessness among their customers, where it doesn't even feel worth it to challenge all their inaccurate and excessive charges. There is nothing Regus won't do or twist or manipulate to get your money, and they know there's absolutely no recourse because they'll just take you to collections if you don't pay it - no matter how erroneous the charge is.

I will not allow them to exhaust me, and I'm committed to making sure they're held accountable for every corrupt action they take that results in me losing more money that is not owed to them.

As you may have seen in my previous review, I spent two months trying to discontinue my lease due to covid. I was told by the manager to whom I first spoke that this shouldn't be a problem, and he actually tried to do it himself but then said the help desk needs to do it, so he put in an immediate request to make that happen. Despite my continuous emails, I then didn't receive a follow up for over a month, during which time I was under the impression I would be allowed to discontinue my lease. I didn't submit my rent during this time since I had requested to terminate a month prior, and was just waiting for that to be taken care of. I was then told that my request was denied, and spoke to several different managers to discuss a solution. Once I realized that they were not budging with the termination, I sent in my rent check for the last two months; only to learn I was charged several hundred dollars in late fees for the time that I was under the impression that my lease termination was in the works. I exchanged a few emails with them to discuss the removal of the late fees before I sent the next check; these discussions overlapped with the due date, but I was hoping to come to a resolution and then send the amount that was agreed upon. Instead, they added several more hundred dollars in late fees, and warned me that if I don't pay those, they'll continue to add on more and more late fees, all of which I'll be responsible for if I don't want my credit impacted.

I then send the check (post-marked before the next due date), my check gets deposited, and then I get an email that my services have been shut down because I didn't pay. I forward this to nearly everyone I have communicated with at the company, and insisted that this be addressed immediately since my full balance had already been deposited. I didn't hear back from anyone for a week, during which time my patients were unable to reach me because my voicemail had been shut down. They couldn't find the more than $4000 that they had already deposited, so I needed to send them electronic verification of THEIR deposit. Given that I had gone over a week without services that had been fully paid for, I asked for credit for the time that I was paying for a service I wasn't receiving (which I explained to them is theft). They gave me some nonsense excuse that they didn't know which account the check was for (my name, office building, and office number are all on my check), but had no problem depositing my check without having that information. And of course, they are not crediting me for that time.

Just when you think they can't go any lower, they've now charged me a couple hundred more dollars in late fees for the time that they deposited my check but didn't reflect this in my account.

UPDATE 9/17/20: Well, here I am again, needing to post another instance of Regus' incompetence and corruption. Trust me - this is the last thing I want to be doing. I have a job and hobbies, and would much prefer to be spending my time in those areas. In fact, prior to this experience, I had never posted a single review in my life; but I'm so disillusioned by the way in which Regus takes advantage of their customers, without any accountability, that I cannot/will not just sit back in silence.

An important reminder - I had to leave NY due to covid, and have not been there since March. I had to find a new job since I was unable to financially maintain my own business, and will therefore not be returning to the city. This means that I have not been able to use my office since March, and will not be able to use it for the duration of my lease (through April 2020). As they refuse to even consider to negotiate a contract termination in light of these extraordinary circumstances of a global pandemic, and have charged me almost $500 in late fees for their lack of responsiveness while I was trying to terminate my contract, they've now made over $12,000 off of me from rent for an office that I'm unable to use; and are planning to make another $12,000 by April - while the entire reason I had to move is because I couldn't afford to maintain my business.

If Regus was upholding their end of the contract, I could have reached a level of acceptance around this tremendous financial hit. But for them to hold me to my end of the contract in light of their continued negligence is just completely unacceptable.

So here's the latest: I had been paying a $40 fixed phone fee for unlimited phone calls. Since I'm not in the office, I requested that this service be removed. This request was made 8/14,9/8,9/11,9/13 - and it's STILL on my invoice for October. I waited as long as I could for them to change this before sending my check, and eventually I had to send it without the change to my invoice, as they would otherwise see this as an opportunity to charge me hundreds more dollars in late fees. The amount did not include the phone fee, since I requested over a month ago that it's removed. Stay tuned to see how much longer they continue to try to charge me for this, and the ways in which they try to get more money for their own errors.