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To whom it may concern:
This complaint is about the Regus Reception and M. at the Princess Exchange (next to Leeds Train Station).
I am disabled and a forengeir and I have been descriminated (as being told I need to be quieter when talking on my normal voice volume -as if I was shouting the whole building would know, I have mobility problems and I was dismissed/ignored causing me pains, anxiety and stress when I original had enough time to make my appointment at my own pace, slowly due to mobility issues).
I understand now after waisting 1.5h that there is more than 1 Regus Centre just a few minutes from each other, 1 with a Sign and there other without any sign, almost on the same street. I understand now you rent offices where businesses can meet customers. This has caused me to miss an appointment and incur in additional charges, just because Reception Staff being very unhelpful.
I don't understand what is the point of a Reception if the personnel are not helpful to customers. What is the point of having a reception and charging the businesses for it? The lack of customer's service, the staff laziness, discrimination and dismissal is incredible. I was blamed for being at the wrong building, even though I went to the Reception and ask for the Doctor that I wanted to see. Apparently I was blamed for not knowing that D. M. was not at the Princess Exchange Regus Building and this was MY DUTY, not THE RECEPTION to know as he doesn't know who rents the offices/run businesses, even though it was the reception and he was the Centre Manager (but he doesn't know who occupies his office space!)
The basis of any reception, to know who occupies the building and if a business is there, inform the business a customer is waiting or if the business isn't there, inform the customer. Otherwise, why to have a reception at all? I would have gone office to office to find it myself and I would have done a better job!
After being totally lost in Leeds City Centre and asking people as well as using Google Maps, I arrived to a building where there was a sign of Regus. Who could image there was 2 Regus Offices very close to each other?
As protocol, I went to the Reception and I gave the name of the D. M. and my appointment time 14:15, M.(the centre Manager - so he said he was) barely looked at me and without asking me for my name or any other information, he indicated me to sit and wait. 45min later, I went back to the reception and indicate that I have been waiting for 45 min and nobody had attended me. M. (the Centre Manager) went to check and finally came back and indicated that there was not such Doctor and asked to see my appointment, then he spotted that I was at the wrong building.
Unfortunately, by the time I got to the right Regus building, it was too late and I have missed my appointment, however I'm sure I have been charged for my missed appointment as one is always charged for miss private appointments, all because M. could not check if D. M. had an office in the building.
I went back to the Regus at Princess and I requested to put a complaint about the service received at the Reception. At this point, M. again continue being useless and lazy refused to provide me with the details on how to put a complaint about him, I asked to speak to his Manager, then he said he was the manager, then I asked for his full name, he refused, I asked for his job title, he refused.
After insisting, M. decided to provide me with the email so I could write a complaint, as his handwritting wasn't clear, an N could be confused as a U and other letters weren't very clear, I asked him to write it again, then he refused and call security, I refused to leave without knowing the process as to put a complaint for his behaviour, I even said if it was necessary, they could call the police as I wasn't leaving the building without the information I needed to put a complaint (His Job Title, Name and How to put a complaint). Finally the information was provided as the Security Guard encourage him to provide me with such information.
The treatment I have received plus the additional expenses, I request an apology plus you to cover any expenses incur due to M. lack of interests on customers.
I hope to hear from you soon.
Desired outcome: Apology, pay for any incur costs and time wasted
You got all that wrong, as when I came in I gave the Dr name and appointment time, the staff didn't even looked at me and instructed me to sit, which I did.
It's no my fault the reception staff is lazy and didn't want to check which business is on those offices. After waiting 45min, the staff checked and it was when he found I was in the wrong office as he asked for me to show him evidence of the appointment and I did on my phone, then I left.
I came back to put a complaint and the staff refused to provide such information and I refused to leave until the information was provided and I was sure the police will make him as the security officer did ask him to provide me with the information.
The Dr is rearranging another appointment, therefore as far as I know, I am not band of anything.
Please get your facts right next time! Stop defending lazy staff and he didn't know how to deal with customers at the reception, he shouldn't be there doing nothing, being incompetent, ignoring and dismissing customers as they come to him as this was all I said to him, when I provided with the information required for him to help me but he ignored me until 45min later I check with him again and it was when he finally did what he supposed to do.
I'm sorry but you got your facts wrong! Please stop defending a incompetent, lazy staff. When I came in I provided the name of the doctor and appointment time, the staff without looking at me, instructed me to sit, which I did for 45min. After waiting I went back and I asked, the finally the staff went to check and when he came back asked me to show him proof of the appointment, which I did on my phone. Then he pointed I was in wrong building and I left.
After finding out I miss my appointment, I went back to the Regus office where I had waited for 45min as to put a complaint, the staff refused to provide me such information. I refused to leave until I had it and I requested to call the police if necessary as I wasn’t leaving without complaint procedure. The security staff encouraged the staff to provide such information and when I had it I left.
The comments I made was if he was lazy, not interested and dismissive with customers or untrained to be in the office, he shouldn't be there and I was happy to wait for someone who could instead of waiting 45min. He said he didn't know which business where in the building as this wasn't his job, but I can guarantee this is not the case when you bill the businesses using your office.
As far as I know, the appointment is going to be rearrange with the same doctor, I had several calls to indicate this. So as I concern I'm not band of anything. Please get your facts right first, as it seems incompetence runs in the whole Regus company.
