Complaints

This profile includes complaints for Regus Management Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Regus Management Group, LLC

  15305 Dallas Pkwy Fl 12 Addison, TX 75001-4637

• 

  Regus Management Group, LLC

  225 Cedar Hill St Ste 200 Marlborough, MA 01752

• 

  Regus Management Group, LLC

  275 Grove St Auburndale, MA 02466

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  Regus Management Group, LLC

  90 Canal St Ste 4 Boston, MA 02114

• 

  Regus

  1500 885 West Georgia St. Vancouver, BC V6C 3E8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an office with Regus on 3/28/2025 for 3/31/2025. Unfortunately, I had an urgent personal situation come up for that day, and canceled on 3/29. I was billed the full $144.18 for the office because I did not cancel within 2 hrs of the reservation, or 10 days in advance (which was impossible). I wrote Regus and explained my situation, requesting a refund. I was told of the above and denied. I then said that if they couldnt do that, I wanted my reservation reactivated, since it had been fully paid. I again was denied due to their policy. I didnt see that policy noted anywhere. At no point was I able to actually speak to someone. I feel the policy is unduly punitive and inflexible. I have rented AND canceled with them before, and at no point was I ever charged a fee. Due to my urgent personal matter, the funds were desperately needed. I have never been at a Regus that was even close to fully booked. In fact, at most of the ones Ive been to, I was the only one there, possibly one of two or three. They lost nothing by my cancellation, and could easily have reactivated.

  Customer Answer

  Date: 04/02/2025

  Just wanted to advise that the local office reached out and offered me an office without an additional fee. That was an acceptable solution, so you can close the complaint. While I still feel their cancellation policy is ridiculous, the local office did offer a reasonable solution. 

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The worst experience ever. We rented an office room (#***) at Regus, ********************************************************************, since July 2024. We never book unlimited coffee and tea from our side. There is NO WAY to book it from our side. But they booked it from their side and charged us $29.37 (for July), $43.35 (for August), $43.35 (for September), $43.35 (for October) and $43.35(for Nov). We asked for refund at the beginning of January. They only refunded Nov's $43.35 so far. It's been almost a month. They never refund the rest. No clause states that unlimited coffee and tea are mandatory. THEY SHOULD NOT BOOK IT FROM THEIR SIDE for others and let others to pay it. Besides WE NEVER ACTIVELY OCCUPY THE OFFICE ROOM. NOBODY IN OFFICE ROOM.We asked them for refund at least three times. What they do is causing us trouble and wasting our time. Please help us to get the refund: $29.37(July)+$43.35(August)+$43.35(September)+$43.35(October). Thanks

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to receive proper responses to my questions and request for *********** is my timeline.12/26/24 - Started an account for ************** space - They charged us $115.29 - Charged us forward for Jan/25 - $101 12/27/24 - Something came up and we had to cancel the account. - Called our *************** support *** named *** to let her know we have to cancel and would like to refund back on what we can. She said, "never experienced someone cancelling a day after signing up and that she has NO direct contact with anybody in the ************ and can pass the request to her superior and that she recommends just using the online Helpdesk form from your account".- Didn't see any details in their Terms and Conditions on refunds?12/27/24 - 1/6/24 - sent about 6 online form inquires to their helpdesk.- Tried main customer service numbers - Called ********** since they usually pickup, but once again they recommend the same steps.1/6/25 - talked with **** a Sales *** who transferred me to a *****, I left message - never heard back.1/7/25 - talked with ****** a Sales *** (tried to help) suggested I end the agreement and told me the steps needed. I asked if he could escalate to his Manager.- Received an email back from a Helpdesk *** on ending the agreement. (attached pic)1/10/25 - Spoke with ******* a sales ***, said she'll escalate with a Manager and that she has no direct phone numbers to corporate.1/13/25 - Called Sales again, spoke with ******* who helped open a ticket for me - C-1772020-G2B7. 1/14/25 -Sent an email to customer service manager ****** ****** and customer service email account 1/17/25 - Called local *** *** again for guidance, says she can't do anything.1/22/25 - Called Sales *** **** who forwarded me the same email, tried to help where she could. - She said they just charged me again for another month $105.REALLY, AFTER ALL THIS THEY BILLED ME AGAIN!!?I'm looking to a least get a refund of the $115.29 + $105.84(Feb).Please advise.

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease in March of 2024 for $435 per month, paid fee of $64.52 for activation, and $860.20 for a "retainer" or deposit. I occupied the office for less than a day, and asked to be moved for a better view. The new office, which I began occupying the following day, had a monthly lease fee of $657.11. I paid that fee but they did not ask for an increase in retainer. In September of 2024, I began asking about how to renew my lease, and told the manager I did not know how to do it. She told me "better get on it" but provided no instructions. I found out later that month, my lease rate was increased by over 30%. I signed the original lease without knowing it that the lease would automatically renew. When I complained, they did nothing despite me mentioning they fired the guy who "sold" the office to me the same week I signed the lease, so I was not provided adequate information about the auto renewal. When I complained with a one star ****** review, they changed their minds and began renegotiating the lease. In November of 2024, we agreed to a backdated lease renegotiation of an increase in 4.9% of the lease to $712.15 per month. However, from October-Dec, I was still paying the $943.91 per month and I was charged a "retainer top up" fee of $927.80. I sent emails for several weeks following the renegotiation and signing of the new lease, and was told that it's a process that involves a lot of upper management to sign off. On Jan 13th, 2025, I received notice that they had removed $2226.77 from my account for Oct-Dec rent (which I had already paid) and $551.80 for "retainer". Not only have I not been refunded ANY money, but I've been charged twice. I've emailed and called with no response for two days. Also, they charged a credit card I had stopped using several months prior.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a virtual office on 1/19/2025 at 1230pm. At or around 3pm on 1/19/2025, I realized I purchased the wrong office, so I canceled agreement. I received an email stating agreement would cancel 1/19/2026, a year later. I sent numerous emails and called the same day, 1/19, and 1/20, stating to cancel and I am told I cannot.

• Initial Complaint

  Date:01/18/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sign up with Regus last year January 2024 just to get their address. They automatically added $30 more to forward my mail without my consent. Their contract was established remotely in weird way, when I called this person again, he had no idea who I was. When I felt, I was tricked to one year contract I said *** but I did it. Now they are making another excuse that my contract will be ending in2026.I don`t think so. They had more than 2 months' notice for just an address. How they took 2 months payment in December without notification I`m done with Regus!!!

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are not collecting my mail, and when I am upset about it they don't seem to care or try to solve it in a timely manner. Every time ***** is not there they can either not find or do not collect my mail. This is exactly what I pay them for. I have 3 pieces of mail missing. from 3 different companies. I want them to do theri job. they have no problem raisng my rent od fees, but they have a problem with collecting the mail that i pay them to collect. I want my mail to be collected, I am not asking for something I am not paying for.

  Customer Answer

  Date: 02/03/2025

  I settled the problem with management. we canclose out the complaint. 

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was pulled in by an ad that falsely advertised a price for a single physical office space. I did not sign anything that mentioned any price, or said price in ad, or even any type of retainers. I did not sign anything that even had a terms of service. I log into their account and receive multiple invoices and was shown that the rate that was mentioned in the ad was just a one time discount rate. Allthough, this was never mentioned in the ad, or anywhere on paper that they say I signed. The person showing me even verbally mentioned the rate in the ad would be the monthly rate for the physical office space.

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue:1. I started two contracts with Regus Office Space in Reston - signed up online ***************** - October 16, 2023 *********************** - January 15, 2024 2. An entire year after I started the first contract, in October 2024, is only when they let me know that I have to fill out a Form 1583 and provide personal information such as: social security number, driver's license, etc. Otherwise, they can't receive any mail for me - yet they'll still keep charging me.If I had known this before signing up, I wouldn't have signed up because I do not want to provide this personal information. 3. Additionally, I was not provided with the House Rules before signing up, and this was only provided to me an entire year after I started the first contract. Thus, they intentionally withheld information. If I had read the House Rules before signing up, I wouldn't have signed up. 4. Thus, since October 2024, they've been charging me for a service which I'm not receiving.I have emailed them repeated times to terminate my contracts for this reason, as well as had phone conversations with them. Resolution Sought:1. Immediately terminate both contracts and stop charging me. A business cannot charge someone for a service they aren't receiving, and I'm not receiving any service from them. 2. Immediately refund me all amounts charged since October 2023, since critical information was withheld from me before I signed up. Thus, I signed up under false pretenses. The total refund amount between the two contracts is: $1,567 + all late fees charged.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended my tenancy lease with Regus effective August 2024 and was asked to provide my banking details to receive my damage deposit of $3230.00 back and as stated in my lease agreement, that it would be returned tome within 30 days (latest September 30th). On October 1st 2024, I reached out to inquire and have been met withnothing but delays, excuses, ignoring my emails and questions, having to resubmit my banking information over 3 times. Often, my emails are ignored until I email again asking where my money is. It has now been 99 days since I was owed this money.