IW Group Services (UK) Ltd is possibly the worst company we have ever had the misfortune to be engaged with. Our experience of using them for a Sutton Point invoice follows the same pattern as others have experienced on here. That being as soon as the Sales Team had us commit to a contract and tied in with a hefty deposit, then the repeated overcharging for services we didn't ask for and charges for services we had been told would be included (such as office cleaning) but were not delivered started coming in.
As IW Group force you to set up a DD on signing, they effectively can take what they like, a month in advance, from your account.
Trying to raise “tickets” in their online web platform is pointless. No record of the ticket exists in the platform when you revisit it and the only record of it you get is a generic email with a number. After that you won’t receive a response anyway and it is just ignored.
The only course of action you have is to raise it with the onsite staff, who then have to raise their own ticket (they can’t see any of the ones you have raised or link it) only to be ignored or told misleading / wrong information to feed back to the client. Though the staff on site are helpful and friendly, their hands are tied in trying to assist with billing and service delivery issues as any management personnel above them are anonymous. I feel they have an impossible job.
So much time has been spent trying to resolve issues and deal with their erroneous billing you feel that IW Group are just trying to wear you into submission and get away with charging what they like. On the rare occasion someone from accounts does get back to you, they won’t look at the issues in their entirety or take into account the time and effort in trying to get heard in the first place. They stick to a script with no ability to use common sense or apply any form of customer service or flexibility.
Despite numerous requests to speak to someone in customer services we have been shut down, ignored or told “you can’t”. However, they can find someone to call you when they don’t get their money when you shut down the DD from your side when you are sick of being overcharged month after month for invoice that you have been querying since it first occurred.
They’ll also add insult to injury by issue information-vague late payment charges when it is they who are unresponsive when you raise a query about an invoice and so don’t authorise payment for it.
We expect, on reading this review, someone from IW Group / Regus will respond “we are sorry to hear about your experience….please refer to your centre management team etc etc etc” – what little would that do? That poor team get all the noise to deal with and no support from those higher up anyway as we have experienced for nearly 6 months. There is no “customer service” team beyond the onsite team, just anonymous people that pass the buck back to the team on the ground and count the money that they rake in for the additional charges they think you won’t notice, challenge or refund.
AVOID using anything managed by IW Group Plc (UK) or Regus.
