Shocking experience
Incredible. They simply charged me twice for January rent, then no communication at all. After a few days came an email ( neutral and bland tone) stating that my money would be returned by the end of the week.
No money, no communication, no apology and compensation! This is a Germany-wide issue. Excellent way to boost cash flow at the customer’s expense. Absolute unethical practice. Shocked to the core and looking into moving office after long-term rent. My community manager is fantastic - hence I am still here but the company does not care about their customers and also employees!!!
Normal to charge twice, not to return the money, break contractual agreement and increase prices. Ignorance at the highest level. I had to get my money back via my bank - Regus has NOT transferred it back as promised. Now waiting for an apology and compensation!
Follow up: unbelievable- just received an email saying I have not paid!!! After all the above. Speechless. Inefficiency on square!
Update: 11:45 30 Jan - after response below
What Regus states below is simply not true! 5 days later came the email. They DID not pay it back- I had to call back the payment. This morning now email states that I did not pay this month. Has to be a joke. Absolute mess, using customer money with zero customer service. My community manager is amazing while REGUS manually deals with customer data and payments. I am deeply concerned!
Resposta da Regus - Bonn, FGS Campus
Hello Agnes,
We are very sorry for the inconvenienced caused.
Due to a technical glitch, our bank processed your direct debit payment(s) twice this month, which is visible on your online account (myregus.com).
Communications were sent to those customers impacted with an explanation and apology; please kindly check your emails once again.
The issue is now resolved, and the refund of your duplicate payment has already been completed. We appreciate how this impacts you and apologise deeply for it.
We apologise for any inconvenience this may cause; if you do have questions, please speak with your Community Team.
Thank you for your patience and understanding.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus