Poor billing service and money is on the line
I am not satisfied with the kind of service I've received with billing. The office was fine and I almost feel you can't mess this up. Reception was generally fine. The main issue is billing. It is a complete nightmare. It's hard to believe this big of a company can't reinvest funds into making billing sensical. The invoices make absolutely no sense. I tried to open a ticket for help to cancel, but nobody replied in time. I am in a very poor position financially and for me to lose money from this it's terrible. I've contacted my bank and told them about this terrible service. I tried to reach out to one Regus rep days ago about the cancellation, and I have received no reply. Unfortunately, the damage is done. I probably won't get a refund soon, and this setback will affect my interest in my credit card. Did I tell you the one time I did get a rep she said if I canceled my membership now, I won't get billed anymore. I was billed again. They also want to bill me money with no explanation of service. Try yourself finding an alternative office space instead of Regus... when money is on the line, there should be responsible service.
I've received follow ups from Regus about my experience, and the billing issue seems like it would be addressed, but I'm afraid the damage is done... I called my bank and they reversed the transaction. The billing system probably won't be fixed anytime soon, and that's so important, and so the rating will remain a two. I can't recommend this service if the billing is a disaster...
Réponse de Regus - Georgia, Atlanta - One Paces West
Hi,
I’m so sorry for your dissatisfaction.
At Regus, we work hard to ensure full transparency in our invoicing process, and we charge our customers according to the agreement they signed.
We bill in advance and our invoices are made up of two different types of charges:
Recurring charges like your monthly office fee, parking, signage… These are billed in advance.
One-time charges like meeting rooms, photocopies, admin support… These are billed in arrears.
All your invoices are available in your online account (Account section) and payable upon receipt but no later than the 15th day of each month. By setting up an automated method of payment such as direct debit or credit card, you are saved the hassle of arranging manual payments and possibly incurring late fees.
Setting up a direct debit or credit card payment is simple; it can easily be done through your online account (Account section). You will have an allotted number of days each month to review your invoice before the payment is processed.
A signed agreement is a formal business commitment, and it should be ended online according to its notice period. Your agreement will end according to its end date. We partner with our customers to help them run and grow their business, but we also have a business to run and cannot cancel an agreement earlier than its end date. You can end your agreement through your online account (myregus.com) by going to Account > Products and services > End Agreement.
Since you’ve posted anonymously, I’m unable to assist you further in this matter. Could you please email your company details to lorraine.brule@regus.com, confirming your account number/company name (as displayed on your invoice)? Once further information is received, I shall immediately ensure your concerns are addressed as a priority.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus