[Updated and Resolved] Significant Hidden "Activation Fee"
Update:
I initially left a negative review because the activation fee was not shown on the final checkout page when I signed up. After raising this with Regus, their Customer Care Specialist investigated and confirmed that the fee had indeed not been displayed transparently. They acknowledged the issue, refunded the full activation fee, and assured me that improvements will be made to the process.
While the initial lack of transparency was frustrating, I appreciate that they admitted the error and issued a refund. I’ve updated my review to reflect that Regus did take steps to resolve my complaint fairly.
Original review:
Be cautious of significant hidden fees. I signed up for a virtual office online and was charged an "activation fee" that was almost double the advertised monthly price. This substantial fee was not disclosed at any point during the checkout process. Due to this lack of transparency, I would advise avoiding Regus unless it is your only option.
Reply from Regus - Alberta, Calgary - Altius Centre
Hi Junqiu Wu,
I am sorry to hear about your dissatisfaction.
Transparency is fundamental to us; the details of charges and services are outlined in our agreement. We bill our customers according to it.
The activation fee is billed to set you up in your new Virtual Office. There are a few administrative tasks we need to do to ensure you start your service perfectly and have access to both your centre and online account.
Though this fee is standard in the marketplace, we have ensured we are priced competitively for the advanced offering we provide.
The fee includes setting up your online account, providing you with a free Lounge Membership to access our network of lounges worldwide, standard IT set-up, keys and building access, making sure all your equipment is ready and preparing your workspace. For Virtual Office customers, this also includes setting up mail-handling and call-answering services. This fee is valid.
One of my team members has contacted you in this matter; please respond to them for further assistance.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
