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Olivia M
1 reviews | Active since Apr 2018
20 May 2022, 11:15
Regus Iwgplc just another exploitation instrument
The biggest ********** in the office space rental industry. First they did not clarify that there is no exit clause in their contract so I was surprised to find myself liable for a lousy work space for a year. A month before the year contract is over I receive an email reminding me of the renewal end of March and asking me if I would like to continue. I select the 'no' option in the email and the response is "Your retainer will be refunded'. I request the retainer refund on the app and refund is confirmed to be paid in 15 days. 19 April I ask for an update and I'm told to request the refund again which I did. 15 May 2022 I request an update, and 19 May 2022 I receive en email the payment will be processed on 24 May 2022 to reflect 30 May 2022 but the amount t is not the full retainer. I request a statement and I receive a statement and an invoice for April, post contract expiration date plus an activation fee amount so Regus charged me over R1000 out of contract for an office they were already renting out. Surely this is ********ity and double-dipping.
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Replies (3)0
Replies (3)
Regus Management Group's replyOfficial
23 May 2022, 12:00Hello Olivia,
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to.Prior to any renewal, our customers receive courtesy reminder emails, ensuring you are kept informed at all times and never taken by surprise. Once an option is selected, this triggers an automated email confirmation but will not have triggered the retainer confirmation unless you processed this at the same time. You should receive your retainer refund within 30 days after your end date. It’s an automated process. However, we will ask you to go through some security steps as part of our *****-prevention policy. The refund can be delayed if there is an unpaid balance in your account and if so the retainer will be reduced to cover this. I would like the opportunity to look into your claims that we have charged you office fees after the termination of your agreement, as well look into your specific circumstances of your case in an effort to make sure we have provided the best service possible but haven’t been able to identify your account. Could you please email me at *** with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns and I will be happy to look into anything outstanding.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to.Prior to any renewal, our customers receive courtesy reminder emails, ensuring you are kept informed at all times and never taken by surprise. Once an option is selected, this triggers an automated email confirmation but will not have triggered the retainer confirmation unless you processed this at the same time. You should receive your retainer refund within 30 days after your end date. It’s an automated process. However, we will ask you to go through some security steps as part of our *****-prevention policy. The refund can be delayed if there is an unpaid balance in your account and if so the retainer will be reduced to cover this. I would like the opportunity to look into your claims that we have charged you office fees after the termination of your agreement, as well look into your specific circumstances of your case in an effort to make sure we have provided the best service possible but haven’t been able to identify your account. Could you please email me at *** with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns and I will be happy to look into anything outstanding.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus Management Group's reply23 May 2022, 12:00
Official
Hello Olivia,
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to.Prior to any renewal, our customers receive courtesy reminder emails, ensuring you are kept informed at all times and never taken by surprise. Once an option is selected, this triggers an automated email confirmation but will not have triggered the retainer confirmation unless you processed this at the same time. You should receive your retainer refund within 30 days after your end date. It’s an automated process. However, we will ask you to go through some security steps as part of our *****-prevention policy. The refund can be delayed if there is an unpaid balance in your account and if so the retainer will be reduced to cover this. I would like the opportunity to look into your claims that we have charged you office fees after the termination of your agreement, as well look into your specific circumstances of your case in an effort to make sure we have provided the best service possible but haven’t been able to identify your account. Could you please email me at *** with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns and I will be happy to look into anything outstanding.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to.Prior to any renewal, our customers receive courtesy reminder emails, ensuring you are kept informed at all times and never taken by surprise. Once an option is selected, this triggers an automated email confirmation but will not have triggered the retainer confirmation unless you processed this at the same time. You should receive your retainer refund within 30 days after your end date. It’s an automated process. However, we will ask you to go through some security steps as part of our *****-prevention policy. The refund can be delayed if there is an unpaid balance in your account and if so the retainer will be reduced to cover this. I would like the opportunity to look into your claims that we have charged you office fees after the termination of your agreement, as well look into your specific circumstances of your case in an effort to make sure we have provided the best service possible but haven’t been able to identify your account. Could you please email me at *** with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns and I will be happy to look into anything outstanding.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
OM
Olivia M's updateReviewer Update
23 May 2022, 12:36Thank you for the reply, I cannot access your email address. However, I am based in Pretoria South Downs office park. My email is ***. The latest response to my enquiry to accounts is that my retainer will be refunded 30 May exactly 60 days post contract and R1000 will be deducted for Restoration fees of R609, when I request an explanation for the full deduction I was given a T&C clause that says Regus reserves the right to deduct any amount after vacating and this deduction happens to everyone regardless if any restoration has been done or not. In my country South Africa, we have a legislation called Comsumer Protection Act. Which protects consumers from unfair and unclear Term and Conditions. In South Africa contract must have and "exit clause" and if money is deducted for wear and tear or restoration proof of that restoration by a contractor has to be provided. My next step will be to file a formal complaint with the Consumer Protection Board in South Africa and let them decided if your T&C's are lawfully and fair while you have a business run.
OM
Olivia M's update23 May 2022, 12:36
Reviewer Update
Thank you for the reply, I cannot access your email address. However, I am based in Pretoria South Downs office park. My email is ***. The latest response to my enquiry to accounts is that my retainer will be refunded 30 May exactly 60 days post contract and R1000 will be deducted for Restoration fees of R609, when I request an explanation for the full deduction I was given a T&C clause that says Regus reserves the right to deduct any amount after vacating and this deduction happens to everyone regardless if any restoration has been done or not. In my country South Africa, we have a legislation called Comsumer Protection Act. Which protects consumers from unfair and unclear Term and Conditions. In South Africa contract must have and "exit clause" and if money is deducted for wear and tear or restoration proof of that restoration by a contractor has to be provided. My next step will be to file a formal complaint with the Consumer Protection Board in South Africa and let them decided if your T&C's are lawfully and fair while you have a business run.
Regus Management Group's replyOfficial
27 May 2022, 12:40Hello Olivia,
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to. Your agreement was from 1 April 2021 to 31 March 2022 with a 3 months’ notice period for it not to renew. You gave the notice to terminate on Dec 10, 2021 and therefore the agreement terminated 31 March 2022.Relating to the emails you received, you processed the termination on the 10 December 2021 and received a notification confirming your request to terminate.You also processed the retainer request on the same day and received a notification confirming your full retainer return and stating it would take 30 days after the termination date or March 31, 2022.You then requested your retainer through the online portal again on the 19 and 28 April and received notifications confirming this on those days but as you had already made the main retainer request on the 10 December 2021, it triggered the partial retainer refund confirmation. The refund was processed on May 24, 2022. Normally retainer refunds are returned within 30 days but this was delayed due to an an unpaid balance on your account which was then offset by the retainer and this is what caused the delay. We do not have a record of you contacting the account helpdesk chasing the retainer but I am sorry if you were advised to request the retainer again, the advice should have been to pay the overdue balance on the account. Regarding the activation fee, you had requested information relating to the original deposit and were sent the invoice by the centre. This invoice also had the activation fee as it was the first invoice raised at the beginning of your contract. This was not a new invoice after the termination of your contract, it was your original invoice with a date of date of 29 March 2021, the centre has already explained this to you and we are sorry you still felt the need to come to a public forum accusing us of “********ity and double-dipping” when the explanation has already been provided to you. When you moved into your office, we carefully ensured it was all in working order and ready for use. We provide the restoration service for all new customers to save you time and money, along with the frustration of dealing with multiple outside vendors such as IT and phone technicians. The centre has already given you this information as well, however, if there are any additional explanations you need, the centre team is always available to answer any of your queries.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to. Your agreement was from 1 April 2021 to 31 March 2022 with a 3 months’ notice period for it not to renew. You gave the notice to terminate on Dec 10, 2021 and therefore the agreement terminated 31 March 2022.Relating to the emails you received, you processed the termination on the 10 December 2021 and received a notification confirming your request to terminate.You also processed the retainer request on the same day and received a notification confirming your full retainer return and stating it would take 30 days after the termination date or March 31, 2022.You then requested your retainer through the online portal again on the 19 and 28 April and received notifications confirming this on those days but as you had already made the main retainer request on the 10 December 2021, it triggered the partial retainer refund confirmation. The refund was processed on May 24, 2022. Normally retainer refunds are returned within 30 days but this was delayed due to an an unpaid balance on your account which was then offset by the retainer and this is what caused the delay. We do not have a record of you contacting the account helpdesk chasing the retainer but I am sorry if you were advised to request the retainer again, the advice should have been to pay the overdue balance on the account. Regarding the activation fee, you had requested information relating to the original deposit and were sent the invoice by the centre. This invoice also had the activation fee as it was the first invoice raised at the beginning of your contract. This was not a new invoice after the termination of your contract, it was your original invoice with a date of date of 29 March 2021, the centre has already explained this to you and we are sorry you still felt the need to come to a public forum accusing us of “********ity and double-dipping” when the explanation has already been provided to you. When you moved into your office, we carefully ensured it was all in working order and ready for use. We provide the restoration service for all new customers to save you time and money, along with the frustration of dealing with multiple outside vendors such as IT and phone technicians. The centre has already given you this information as well, however, if there are any additional explanations you need, the centre team is always available to answer any of your queries.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Regus Management Group's reply27 May 2022, 12:40
Official
Hello Olivia,
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to. Your agreement was from 1 April 2021 to 31 March 2022 with a 3 months’ notice period for it not to renew. You gave the notice to terminate on Dec 10, 2021 and therefore the agreement terminated 31 March 2022.Relating to the emails you received, you processed the termination on the 10 December 2021 and received a notification confirming your request to terminate.You also processed the retainer request on the same day and received a notification confirming your full retainer return and stating it would take 30 days after the termination date or March 31, 2022.You then requested your retainer through the online portal again on the 19 and 28 April and received notifications confirming this on those days but as you had already made the main retainer request on the 10 December 2021, it triggered the partial retainer refund confirmation. The refund was processed on May 24, 2022. Normally retainer refunds are returned within 30 days but this was delayed due to an an unpaid balance on your account which was then offset by the retainer and this is what caused the delay. We do not have a record of you contacting the account helpdesk chasing the retainer but I am sorry if you were advised to request the retainer again, the advice should have been to pay the overdue balance on the account. Regarding the activation fee, you had requested information relating to the original deposit and were sent the invoice by the centre. This invoice also had the activation fee as it was the first invoice raised at the beginning of your contract. This was not a new invoice after the termination of your contract, it was your original invoice with a date of date of 29 March 2021, the centre has already explained this to you and we are sorry you still felt the need to come to a public forum accusing us of “********ity and double-dipping” when the explanation has already been provided to you. When you moved into your office, we carefully ensured it was all in working order and ready for use. We provide the restoration service for all new customers to save you time and money, along with the frustration of dealing with multiple outside vendors such as IT and phone technicians. The centre has already given you this information as well, however, if there are any additional explanations you need, the centre team is always available to answer any of your queries.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
I apologise if you are not completely satisfied with the service. Transparency is key to us, and our teams go to great lengths to ensure that any queries are clarified before an agreement is signed. We have many different agreement lengths to suit all customers. When an agreement term has been signed there is no “exit clause”. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel or terminate earlier than the date you originally agreed to. Your agreement was from 1 April 2021 to 31 March 2022 with a 3 months’ notice period for it not to renew. You gave the notice to terminate on Dec 10, 2021 and therefore the agreement terminated 31 March 2022.Relating to the emails you received, you processed the termination on the 10 December 2021 and received a notification confirming your request to terminate.You also processed the retainer request on the same day and received a notification confirming your full retainer return and stating it would take 30 days after the termination date or March 31, 2022.You then requested your retainer through the online portal again on the 19 and 28 April and received notifications confirming this on those days but as you had already made the main retainer request on the 10 December 2021, it triggered the partial retainer refund confirmation. The refund was processed on May 24, 2022. Normally retainer refunds are returned within 30 days but this was delayed due to an an unpaid balance on your account which was then offset by the retainer and this is what caused the delay. We do not have a record of you contacting the account helpdesk chasing the retainer but I am sorry if you were advised to request the retainer again, the advice should have been to pay the overdue balance on the account. Regarding the activation fee, you had requested information relating to the original deposit and were sent the invoice by the centre. This invoice also had the activation fee as it was the first invoice raised at the beginning of your contract. This was not a new invoice after the termination of your contract, it was your original invoice with a date of date of 29 March 2021, the centre has already explained this to you and we are sorry you still felt the need to come to a public forum accusing us of “********ity and double-dipping” when the explanation has already been provided to you. When you moved into your office, we carefully ensured it was all in working order and ready for use. We provide the restoration service for all new customers to save you time and money, along with the frustration of dealing with multiple outside vendors such as IT and phone technicians. The centre has already given you this information as well, however, if there are any additional explanations you need, the centre team is always available to answer any of your queries.Best regards,
Michelle Spire
Assistant Global Customer Service at Regus