Regus - Leatherhead Kingston Road Reviews 2

Our company has held a contract with Regus Leatherhead for 13 years. Never once have we not paid our account or made any changes to our service. A few months ago, they claimed our direct debit failed and we owed 3 months' worth of invoices. We disputed that our direct debit had failed as we have another account with Regus Manchester and the same direct debit is used for them and had continued to go through just fine. They locked our account and said we needed to pay the full amount before our account would be unlocked and we could reinstate our direct debit. We did this, but they neglected to unlock the account. 4 days later, another bill was issued. Because they had not unlocked the account, I was told we would have to pay this manually as well before the account could be unlocked. I complained as this was their failing, not ours. They begged us to just pay this time and they would sort it out, so we did. Then they did unlock the account, they realised that there was an issue with their system, and while we had a direct debit set up, their system would not let us select it. I was assured this would be resolved, but 2 months later, nothing had changed. In the meantime, they had the nerve to slap us with a payment method deposit bill for apparently not having a direct debit set up! We complained over and over again, and had to chase they every step of the way. We said that if they couldn't sort it out, we would cancel our agreement and would expect they to waive the remaining months as the issues with our account were totally on their end. Of course, no one has gotten back to me so we have cancelled, and are now being sent threatening letters about debt collection and legal action. The customer service is the worst I have ever experienced.

Terrible service. One star is one too many. I haven't got time to list everything wrong about Leatherhead. The Centre Teams Chertsey and Chichester are exceptional though, they are great. Issues were not addressed in September, or at any other time by the Leatherhead "team". We are still owed a refund because of the Leatherhead Regus overcharging us our deposit, because John, the "Community Sales Manager Team Leader" didn't know how to complete an office agreement correctly after 5 attempts!!! This refund is well overdue, we have sent countless emails, and as anyone can tell from the reply to this review from Regus, no one cares. Regus are quick enough to charge a "late payment fee though"! Nobody has been in touch to find out what our issues are because they don't care. We have taken Regus to court on a previous occasion, and they backed down, because they knew they were wrong, it's the only way to get their attention and will be doing the same again. Terrible service from unskilled managers that trickles down.