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Earlier this year, I approached Regus in Germany with a straightforward request to use their office space for 10 days. I paid for these 10 days under the impression that my needs were clearly understood. Only after the payment was processed did I learn that I had been entered into a monthly subscription, which I was told to cancel to avoid further charges.
During my first visit, I found the office chairs to be intolerable, causing me significant back pain. I immediately contacted their customer support via email to inquire about a refund for the remaining days. The responses I received were delayed, inconsistent, and from different representatives who lacked context about my situation. This forced me to repeatedly explain my case, creating a frustrating loop without resolution.
Further adding to the confusion, a Regus employee informed me at a later stage that the initial contract, presented to me on the same day as my first contact with Regus, had already committed me to a second month’s payment. This, despite the fact that I had explicitly communicated my intent to use the space for just 10 days. I felt trapped into a two-month commitment due to a lack of transparent communication from Regus.
To mitigate further losses, I took the initiative to cancel my subscription via their app. Nevertheless, I was still billed for yet another month. This ordeal has been extremely disappointing, casting doubt on Regus' commitment to customer transparency, comfort, and satisfaction.
Desired outcome: - A refund for the additional months for which I was billed- A transparent and public clarification of Regus' subscription and billing policies to prevent others from facing similar issues.
I appreciate the prompt response from Regus, but there are several points that need to be clarified.
Two-Month Agreement: Contrary to your statement, I was not clearly informed that I would be committed to a two-month agreement. My initial and explicit need was for a 10-day workspace. Had I been fully informed that I was entering a two-month commitment, I would have never agreed to such terms.
Seating Arrangements: While I acknowledge that alternatives were offered after I mentioned the discomfort, the fact remains that the space was not conducive to work, at least for me. This, coupled with the inflexibility on the contract length, renders any further use of the office space irrelevant to my needs.
Transparency: I have to insist that the communication was not transparent. This is not just about the contract but also how the issue was handled afterward. My concerns were shuttled between different team members, forcing me to explain my case multiple times. This lack of continuity only added to the confusion and stress of the situation.
Cancellation: I took action to end the agreement as soon as I realized the commitment I was unknowingly tied to. However, the cancellation policies themselves, if indeed as you describe, were not clearly articulated to me during the signing process.
I find it disheartening that despite these grievances, there hasn't been a willingness to address the issue in a manner that serves both parties fairly. My initial complaint and this follow-up are not just about seeking a resolution for myself, but also about highlighting areas where Regus could genuinely improve their customer service and contract transparency.
