This is a review for both this specific location and Regus in general as the two are closely intertwined. Regus has 25 or so office spaces in the Houston area. This one is okay. It's a traditional office so nothing really stands out. One weird thing is that you have to open a door to enter their kitchen area. They lock the kitchen door right at 5 p.m. so I was unable to retrieve my lunchbox. I had no prior notice that the kitchen would be locked right at 5. That was an ordeal in itself. Now to the good stuff . . . grab your popcorn.
Have you ever interacted with a business in a way that is so bad that it becomes comical? That's what it's like to deal with Regus.
I was looking for some office space for several days so I completed a form online and was contacted by a Regus rep. During my conversation with the rep, I was trying to find out as much information as I could about pricing and other relevant details so I could make an informed and cost-effective decision. The lady I spoke to wasn't being very clear so I had to follow up several times with additional questions to get the information I needed.
From everything she told me, she recommended a monthly contract which would allow me to use the office six times in a one-month span. From there, I would have to cancel by a certain date (with no penalties) to not be charged for a second month. Going this route was cheaper than renting an office for three days so I was able to get a better price and double the office time.
The day before the deadline to cancel, I emailed my rep to cancel the agreement. She informed me that I must cancel online by logging into my account. I attempted to do so but the instructions she provided, as well as the instructions listed on Regus' website, were not options that were present on my particular account. I alerted her of this and she asked me to submit a support ticket online and also provided me with customer support's email address. I reached out using both methods. Since this was urgent, I wanted to speak with a customer service rep by phone but Regus does not provide this option.
Several days passed and I never heard back from Regus by email. I shared this with my contact and she asked me to send them another email. I did. No response. It ended up taking Regus customer support almost two weeks to respond to my inquiry. Seriously?! Does a customer service/tech support department even exist at this company?
To make matters worse, the response I received made it clear that they did not understand the issue I was experiencing even though I explained it clearly. I provided all relevant information and made my request again but their subsequent response showed that their team either lacks any drop of intelligence or was purposefully being unhelpful. My Regus rep even reached out to customer service herself on my behalf the elevate the issue.
My rep told me that they would take care of it and refund me for the second month (my credit card was automatically charged since my agreement had not "officially" been terminated on their end). After weeks of frustration and wasted time, my issue had not been resolved.
I had to reach out to my credit card company for assistance and they provided support so that I was refunded and will not experience charges from Regus in the future. Regus, you are a joke of the company. I had patience as I know the coronavirus has made things difficult for many businesses, especially commercial real estate, but my experience was truly incredible. The incompetence I experienced is truly legendary. Do yourself a favor. If you need to rent an office space, don't go with Regus. Go with one of their competitors, it has to be a better experience than what I went through. I also fear that they are attempting to intentionally dupe prospective customers which, if true, is a morally reprehensible business strategy. read more
