My complaint:
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.
Suggested solution:
- A refund for the additional days / months for which I was billed
- A transparent and public clarification of Regus' subscription and billing policies to prevent others from facing similar issues.
