Poor treatment of customers in Vienna…
Hi Lorraine,
thanks for your answer. Unfortunately it isn't satisfactory and I tell you why.
I was constantly in contact with Mrs. Strobel from Regus Millennium City and she assured on 29/9 that everything could be charged on my credit card.
On 4/10 I got the information that something went wrong with the payment. I agreed that I would forward the invoice to accounting, but it might take a while because the department is in Denmark. She didn't point out to me that late fees might apply!!!!
I would like to point out that your company needs over three weeks to reverse an unjustified debit and we have not charged a fee for this.
Your company obviously doesn't value customer loyalty and customer satisfaction, because there's not other way to explain, why you accept to lose a customer because of an amount of € 58,- what's much worse is the bad rating and lack of recommendations.
I'm very disappointed with your answer because I was expecting a credit for the reminder fee. I thought, a customer satisfaction is worth more than € 58.
Best regards, Claudia
Poor treatment of customers in Vienna office in Millennium Tower.
In addition to the bank transfer, it was also deducted from the credit card and not paid back for weeks. Instead, unusually high reminder fee charged. But the main problem is that the two employees were not willing to credit the reminder fee. We will therefore not be able to recommend your company nor will we use your services again.
I had the impression that your employees didn't care, they didn't seem motivated to retain a customer.
Antwort von Regus - Vienna, Millennium Tower
Hi Claudia, I’m very sorry to hear of your dissatisfaction.
I understand that your main concern is about the late payment fee charged to you.
All your invoices are available in your online account (myregus.com) and payable upon receipt but no later than the invoice due date. If payment is not received by the due date, we incur administration costs and, though we would like to avoid charging you for this, we must pass on a late fee to you. Upon reviewing your account, it is accurate that you received a late fee as your meeting room invoice was not paid on time due to the failure of your credit card payment.
By setting up an automated method of payment such as direct debit or credit card, you are saved the hassle of arranging manual payments and possibly incurring late fees. Setting up a direct debit or credit card payment is simple; it can easily be done through your online account (Account section). You will have an allotted number of days each month to review your invoice before the payment is processed.
The overpayment has already been refunded to you as per the details shared with you via email.
If you need further support in this matter, please feel free to contact your centre team who remains your key contact here. We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus