Regus

My experience at Regus Canary Wharf

I signed an annual contract at Canary Wharf in September 2011, the contract allowed for two free months. In September 2012 I enquired about the second free month as I couldn’t see it reflected in my payments.

In response to my query I received an email stating that the second free month would apply in September 2012 and that a credit note would be applied against the invoice that I’d received earlier.

At the end of September 2012 I left London on a business trip business & came back in October 2012 . I attended the office on the 23rd of October 2012 to find that my swipe card didn’t work. I spoke to the reception staff who called down a representative of Regus to let me into the office.

The Regus representative told me that there was £3000.00 outstanding on my account and as such I wouldn’t be given access to my office. This discussion took place in the open foyet in earshot of all & sundry & I found it very unprofessional & embarrassing. I was baffled at how I could owe £3000.00 especially as I’d already paid the October invoice.

I requested to speak with the centre manager he eventually came down and did some investigating, he worked out that the amount owed was not £3,000.00 but actually £1,100.00 which was for the September invoice. The same invoice that I had been told by a member of Regus that was issued in error . The centre manager denied all knowledge of the e-mail, so I gave him a copy, on reading it he promised he would carry out a full investigation and call me back the next day.

After waiting weeks and not hearing anything back from the centre manager I contacted the customer service department to find out what was going on . They raised an enquiry with the reference number CS10169 but were unable to help . By this time my business was being affected by my not having access to the office, all my files, contact details & marketing materials are in the office together with some very expensive computer & printing equipment.

I finally managed to have a meeting with the centre manager on the 16th November 2012 nearly a month after the problems started. By this time all I was interested in was getting my things from the office, getting my deposit back & signing up with another provider. The manager was very apologetic, he conceded that he was at fault for not dealing with the problems sooner & that he would speak to his director about what could be done about resolving the problem.

To date this issue has still not been resolved, I’ve sent numerous emails to the manager but he has failed to respond. The last email I received was on the 26th November in response to my query about an invoice that I’d suddenly received, his response was “The invoice was automatically raised by our system and sent out Please ignore until I have confirmed This should be by COP today”
I haven’t heard anything since, I have no choice now but to consider legal action to be able to get my belongings & loss of earnings back .

I STRONGLY ADVISE YOU NOT TO USE REGUS SERVICES THEY ARE DIABOLICALLY UNPROFESSIONAL & WILL RUIN YOUR BUSINESS.

- Even though Regus stated that they would contact me today 08.01.13 (see their response below) I still haven't heard from them. I cant believe that a small issue such as this remains unresolved 3 months on. Its surprising that a large organisation such as Regus do not have the processes in place to deal with these issues & that customers have to use social media to get their attention.

Sun Jones found this review useful

09 January 2013

Reply from Regus

Dear Femi, we are disappointed to hear that you are still unhappy. I assure you this will have the full focus of our Customer Service team and I have arranged for them to contact you today. I can not apologise enough for any frustration and inconvenience caused.