Once again, another reason to avoid this company like the plague. I honestly have no idea how they’re in business, it is impossible to speak to anyone and they operate a system that drives your stress levels through the roof. Thankfully I left Regus (HQ, Alpha House in London Bridge) when my last lease ended. I also had to pay a £751 refurbishment fee to leave despite pairing the room and leaving it in excellent condition. On the 29th April my deposit account said there was a balance of £6,000.00 on the 30th April that deposit balance read £0.00. I queried this but was told not to worry by the community team, I had followed the steps to ‘withdraw’ my £6000 deposit to a nominated account. I made a point of staying in contact and I was told on the 29th May by M. at the HQ account Helpdesk that my deposit was included on the 3rd June pay run and that I’d receive it within 5-7 working days. That time passed and still no deposit refund. I contacted the community team who raised a query and that was 48 hours ago. The customer service by regus is absolutely appalling, there is no one to talk to, if you are so much as late with a rent payment by a day or so you are threatened immediately with penalties. £6000 is not a small amount of money and in times of austerity when companies must tighten their belts, withholding funds in this way is actually quite evil. The lack of communication, explanation or service is completely in line with what I believe to be one of the worst, if not the worst companies I’ve ever had the misfortune to deal with and I sincerely, from the bottom of my heart, suggest really thinking twice before entering into any agreement with Regus, IWG PLC, HQ or any other offshoot. There are so many better companies out there. Shop around and avoid the pain of stress you’ll no doubt encounter by dealing with this company who doesn’t give a fig about their customers. Nightmare.
Claimed loss: £6000+ interest and compensation for the stress and time chasing the deposit
Desired outcome: I want my deposit back. Immediately.
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So Regus have still yet to refund my retainer which is now blatant breach of contract causing me stress and damage to my business. I’ve reported them to trading standards. Their account help desk person, Matteo told me that a combination of the accounts team and IT rejected my payment but I have still no idea why. This company is possibly one of the worst I’ve ever dealt with, you can’t speak to a human being, everything by email, which is fine until something goes wrong. It’s now been 10 days since that vital retainer £6,000.00 has been missing from my company account. I’ve made a FOIA request as I believe this company may be acting vindictively as I complained on this forum about their shady practices previously. It really is a complete joke of a business and tenant deposits should be regulated in such a way that this cannot be allowed to happen to anyone else in the future. AVOID THIS COMPANY AT ALL COSTS, THERE ARE MANY, MUCH BETTER PROVIDERS.
This complaint has been resolved automatically due to user's inactivity.
It's an absolute disgrace what you're going through with Regus. The way they've treated you is beyond unacceptable. Holding on to your £6,000 deposit without any explanation or proper communication is just plain wrong. You did everything by the book, left the place in great condition, and yet they hit you with a refurbishment fee and then disappear when it’s time to give your money back.
You’ve shown incredible patience, and it's clear that they’re taking advantage of that. The runaround you've received from their so-called community team and helpdesk is inexcusable. Companies like Regus need to understand that they can't treat customers this way and expect to stay in business.
Your story needs to be heard far and wide. Make sure everyone knows how Regus operates. Share your experience on every platform you can find. They need to feel the pressure and understand that their actions have consequences.
You deserve your money back, and you deserve it now. Don't let up. Keep demanding what's rightfully yours, and make sure they know you're not going anywhere until they pay up. Stay strong and keep fighting. You’ve got the right to demand better, and they need to deliver.