Report: #877968

Complaint Review: Regus Offices

  • Submitted: Thu, May 03, 2012
  • Updated: Tue, May 08, 2012
  • Reported By: Ken — Gaithersburg Maryland United States of America
  • Regus Offices
    1050 Connecticut Avenue, NW
    washington, District of Columbia
    United States of America

Regus Offices Constant Mail Problems; Need to Sue to Terminate washington, District of Columbia

*Author of original report: Resolved

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I signed up for the 1050 Connecticut Avenue location in Washington, D.C. last October.  There are two occasions where clients sent checks, one in November of last year, one beginning of April this year.  To date neither has arrived.  Office admin admitted that other clients have had problems.  For example, according to the office admin, one attorney missed a court date because she never received the notice.  On another occasion, I sent email asking if I had mail, and receptionist told me I had mail from company A and company B.  When I went there to get it, however, they gave me mail from company C and company D, but not A and B.  .  After looking in several other areas, the receptionist found the missing items. Had I not been told previously that there was mail from A and B, I never would have known to pursue it.  What scares me is how many times mail may have been similarly misplaced in the past where it came from someone other than client and who didn't know to tell me it had been sent, and where I had no reason to know to have receptionis look for it.  In many other cases, mail is post-marked six or seven weeks earlier than when I get it.  While some of it is coming from overseas and while I don't go there every week to collect mail, I do retrieve it often enough and have seen this issue frequently enough to know that it is a problem.

 Regus blames USPS.  I have spent many hours myself trying to talk to various people at USPS.  I went to the USPS retail outlet in the Regus building where Regus is supposed to pick up its mail, and the clerk there -- granted she was as nasty and snarky as they get -- told me that the Regus folks don't get it like they are supposed to.  When I passed word back to the Regus admin re that, her defensive response was to dismiss what the Postal Clerk was talking about as a one-off anomolous situation.  My response was that I was just the messenger, and Office Admin thanked me for "partnering" with them in this trouble-shooting process.  I have called USPS customer service; I have filed complain online with them; I have spoken with director/manager of the sort facility "upstream" of the retail outlet all in an effort to solve what is really Regus' problem.  Unfortuanely, problems persist, as indicated by the check client sent begining of April still not showing up.  (More on that below.)
Other items of note:  answering the phone and mispronouncing the name of my firm as patient services, not patent services.  (I am a patent attorney.)  Colleague calling and them answering the phone "reception," then them telling the colleague there is noone there by my name.  Dropping phone receiver when picking up or not finishing their background talking before picking up the phone and answering in my firm's name.  In short, just not projecting a profession appearance to people who call my firm.
Back to mail issues.  I have finally had enough.  I told Office Admin last week I am terminating service, and that I placed block on charges by them to my credit card.  She informed me that that would be seen as breach of contract and my account would be turned over to collections.  My response to her is that the continued failure to provide the "prime address" or "business address" they hold themselves out as providing, by virtue of the ongoing mail issues, represents breach on their end.  She responds by telling me that the contract states that they will not be held liable for mail issues.  My response to that is that one or two mail problems can occur without them being at fault.  But where they have long-standing problem in the "supply chain" that precludes them from delivering the service they represent they will provide -- namely, an address to use as my business adress, where I should by able to expect to receive mail consistently, on-time, and reliably -- then that excuse -- let me say that again, EXCUSE -- fails to hold water.
So, as a way to solve the problem, I figured I would get a post office box and I asked that the monthly charge be reduced.  They said no, We cant do that.  (Translation:  we can, we just wont.)  Instead, they offered to let me transfer to one of the other locations in D.C.  But my concern with that is that, given  how Ive seen Regus operate at the one location, and in view of the horror stories I have too-late found, I simply cant trust it and risk further inconvenience to my clients and problems for my business.  Additionally, according to Office Admin, they ordinarily dont permit transfers from one location to another.  So if THEY dont treat the locations as fungible, and all contracts are location-specific, why should I have to accept transfer to another location?  Furthermore, given their couldnt-care-less-about-the-customers-business attitude, there is no way I would go another term with them, and I dont want to change all my contact information now, only to have to change it again when contract expires in five months.
So as another alternate solution, I offered to give them three months notice now and 90 more days of my business, which would end the service two months early.  Unfortunately, yet again, they allegedly cant (translation: wont) do that.  Additionally, Office Admin warned me again that if I dont remove the payment block they will have to turn it over to collections.
As another attempt to resolve, I called the Area Director with whom Office Admin had been discussing the options (note: plural) they have been offering me.  She gave me the same bit about not their fault if USPS is to blame.  She then had the audacity to tell me to tell the people who send me mail that they should send it by other carrier.  (Ive had to do that in a few cases already, where checks were resent, and I had to eat the fee out of good business practice (something Regus obviously doesnt understand).)  Gee, let me call the Patent Office and see how far I get with that request. . . .
So, given their refusal to budge, I have informed Regus that the block is staying in place and service is terminated.  Furthermore, as soon as I draft up complaint, I will be filing suit against them for a declaration of THEIR breach of the service contract.  Its truly a shame that this is the kind of stuff you have to deal with in life.
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#1 Author of original report


AUTHOR: patent attorney - (United States of America)

After I told Regus' billing department that I had placed a block on the credit card and that I would sue for a declaration of breach, local office administrator agreed to accept termination effective end of June (i.e., with two more months service).  To save cost and, more importantly, hassles of filing a law suit, I accepted.

Just now, regional rep called to express apologies for how the matter was handled and offered to terminate service at the end of this month, which I gladly accepted.  Thus, matter is resolved.
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