SAB Saint Andrews Bureau Ltd estate agents in London, Cambridge, Royston and 1 more

Hello Tommy,I understand that you’re disappointed, and I’d like to help. At Spaces, the maintenance of our facilities is very important and we can assure you of our highest standards. Whilst we recognise that there were issues with the lifts and air conditioning (which have since been resolved), your comments about the lounge being fully occupied are inaccurate. The customer you mentioned does not have this many team members.The centre are your key contacts and will contact you again to offer solutions for you once more. Thank you. Regards, Lorraine Brule Global Customer Service at Spaces

Hi Yogesh, I’m sorry if you felt the need to escalate this again as we have answered your original complaint and contacted you several times directly to answer your questions.The reason for multiple invoices is that you signed agreements for 3 separate desks and invoices were raised accordingly. We ask all our customers to add an automated payment method to their account. I apologise if this wasn’t clearly communicated to you but it’s in the terms of your agreement. We understand that this is not always possible, so we agreed to accept manual payments on the understanding that an additional service retainer is payable. We find it very unfair that you would raise multiple complaints on such a public platform because we wouldn’t credit this additional retainer. Our policies are designed to maintain consistency and equality for all our customers.You have already been contacted by a member of my team and if you have further questions he is happy to help. Kind regards, Michelle SpireAssistant Global Customer Service at Spaces

Hi Yogesh, I’m sorry if you felt the need to escalate this.Your comment about “hidden charges” is simply not accurate; all of our services and costs are detailed in the agreement you signed. Any that you do not require can be opted out through your online account. By default the invoices are set to itemised, but these can be changed to a summary should you prefer a shorter version. You can do this in your online account (MySpacesworks.com) Account > Billing and payments > Invoice preferences. If you have any questions regarding the invoicing you can reach out to the local team or open a case though the “Help” function of your online account.We understand your comments relate to the payment retainer. We ask all our customers to add an automated payment method to their account. I apologise if this wasn’t clearly communicated to you but it’s in the terms of your agreement. We understand that this is not always possible, so we agreed as an exception for you to pay via an alternative method. That exception is made on the understanding that an additional service retainer is payable.I have asked a member of my team to contact you to answer any further questions you may have. Kind regards, Michelle SpireAssistant Global Customer Service at Spaces

Hi Artem, I’m sorry if you felt the need to escalate this.We take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront. Prior to any renewal, our customers receive a courtesy emailreminder. According to our history, you received this email on 10 December 2022 with detailed information on prices, terms and the option of ending the agreement if you no longer require our services.This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online (i.e., MySpacesWorks.com). Once your agreement with us has been renewed, weconfirm it via email. You can check these emails in the Account > Documents section of your online account. I have asked a member of my team to contact you directly as, although your account was restricted in May due to an outstanding balance and may have been handed over to a third party collections company at the time, it is currently active so you should not be contacted. Kind regards, Michelle SpireAssistant Global Customer Service at Spaces

Hello Andres,I appreciate that you’re disappointed, and I am sorry about that, but your comments are unfair.You’re in dispute of the mail forwarding service for your 3 accounts claiming that you were not informed of the cost of this additional service. We have investigated and located evidence where we have acted transparently, and you were well informed.We have removed the service for you moving forward. We encourage you to review all communications carefully and contact us again should you have more concerns.Regards,Lorraine Brule Global Customer Service at Spaces

Hi, I’m very sorry to hear of your disappointment.Regardless of the reason, I understand how frustrating it can be and apologize if we did not provide the level of service that you expect and deserve from Spaces. I have immediately asked the line manager of your centre to investigate this as a priority and provide me with more information. A member of our team will get back to you as soon as we have the details. Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to make matters right as soon as possible. Where appropriate, we’ll also take steps to prevent the situation from happening again. Thanks again for your comments which help us improve. We appreciate your business. Best regards, Lorraine BruleGlobal Customer Service at Spaces

Hi Andrey, thank you for bringing this to our attention.We’ve received great feedback about the service provided by our Account Helpdesk and I’m sorry that you’ve experienced otherwise.I’ve been in contact with your centre manager and am happy to hear that the situation has since been resolved.Your centre manager remains your point of contact but if you need additional support, please feel free to contact me directly at michelle.spire@spacesworks.com.Kind regards,Michelle SpireAssistant Global Customer Service at Spaces

Hi Hassane, I’m sorry you felt the need to escalate this.We certainly do not agree with your comment on the ‘Spaces intentionally misled me about the terms’ as transparency is paramount to us and we always ensure that any queries are clarified before an agreement is signed.All our agreements can be ended provided they meet a specified notification period, and a month-to-month agreement requires no less than 1 month’s notice from the 1st day of any calendar month.You ended the agreement online on 11 September 2023 therefore it has been ended effective 31 October 2023 with 1 calendar month notice.We fully understand the importance of receiving your refund promptly and have taken measures to make the process as smooth as possible for customers. However, you have still not raised your retainer refund request online (myregus.com). After requesting your retainer through your online account, we expect a retainer refund to be processed 30 days after the end of your agreement or 30 days after the request (whichever is later). It’s an automated process. However, we ask you to go through some security steps as part of our fraud-prevention policy.If I can assist you with anything else, please contact me directly at lorraine.brule@regus.com. We appreciate your business.Best,Lorraine BruleGlobal Customer Service at Spaces

Hi Marcin, thanks for sharing your feedback. We’ll pass it on to the team!Our sincere apology for the inconvenience caused.We understand that you're unhappy with the increase in the renewal price. The renewal price will always prevail over the current market price which has been detailed in your agreement terms.Should you require further information or support in this matter, please feel free to contact your centre team directly.Thanks again for your comments which help us improve. We appreciate your business.Best,Lorraine BruleGlobal Customer Service at Spaces

Hi Lamar, I’m very sorry to hear of your dissatisfaction. Transparency is important to us. We provide services and we bill our customers according to the agreement they signed and services that they used. Your agreement was transferred to a neighbouring centre due to the closure of your original centre. A centre closure can be a frustrating experience for customers and it’s something we try to avoid wherever possible. Whilst moving is not something you were planning on doing this was communicated in advance. The invoices issued under the transferred account remained unpaid; this caused your account to be restricted and handed over to our debt collection team for further collection process. Your agreement is active with us until 29 February 2024, and you will be billed till then; they’re payable. A senior member of the local team has contacted you to assist but you have been unwilling to enter a dialogue with her; you have her details, and she remains your point of contact if you wish to discuss this further. Thank you, Michelle Spire Assistant Global Customer Service at IWG plc