Retro Fitness Albany State Concourse — Local services in City of Albany

I used to work out regularly at this gym in 2021 and 2022, and I loved everyone there (Concourse location). During this time my mom became ill and passed away last year. I also got injured and could not used the facility. In all this drama, I forgot to contact the gym, so my gym membership lapsed. It ended up going into collections, and I'm currently dealing with it. The account has been closed for almost 2 years.

Let's get into this month and dealing with Nadine Lewis who is the operations manager At both Albany locations. I currently have a new membership, that was behind but now current. This woman (Nadine), started contacting me about the closed account, that went into collections (no longer her problem), and telling me the about all the times my fees were waived etc (again account closed two years ago). She even sent me a list of it (again account closed, why are you sweating me!)

I explained to her, that I've spoken to collections, and it's no longer the clubs business (or hers to contact me via several emails). I started feeling harassed and it started bringing up a lot of emotions around the worst year in my life. She even asked me to bring in a doctor's note for my injury on the closed account. She even had the audacity to cc several other people!!!

Nadine was completely unprofessional, and out of line! She was only supposed to contact me about my current account that's open, not grill me about a closed account. It's a gym membership, not a housing foreclosure....Slow down lady!

It has gotten to the point, that I had to contact ABC financials and explain the situation to them. They agreed she was way out of line, and took off a bunch of late fees on my current account. Nadine is not allowed to contact me for any reason, and I had them put a note on my account. My suggestion for dealing with any membership/financial issues, is to deal directly with ABC. Have a...

Make it make sense. Back in December I called the central ave location (now closed permanently) because I was having difficulty signing up online. Not knowing this was because that location was due to close at the end of that month, the manager I spoke to essentially lied and directed me to sign up for my “ultimate” membership using the albany concourse location. I opted for the membership where I could have use of multiple gyms for $32.99. The manager knew this but instead of warning me and advising me to solely sign up for one location at the $19.99 misdirected me. Bad business. Even with a bitter taste in my I decided I would keep my membership but instead switch it to the basic level so I would just be using the downtown location when I was at work. In speaking with the albany manager I explained the situation and he said it wouldn’t be a problem to switch HOWEVER I’d be subject to the $69 enrollment fee. Excuse I’m sorry but what? I have to pay a fee to switch after your staff misinformed me AND you closed the only other location. I explained how this didn’t seem logical from a customer service perspective and he could care less. I even said you honestly don’t want to save a new member and the revenue and his only reasoning was that it was a new contract. Does this make any sense from a business standpoint. No. I guess I understand why this chain is failing in the capital...

I had a great time at this gym. As a person riding through Albany who needed to work out, this location could not have been better for me. Everyone on the staff was extremely helpful and the facilty was top-notch. If I lived in the area, this will be my home gym.

It's a bit of a hustle to get into this location. You got to enter in through the doors across from the museum, walk down a long hallway, and you'll see it on the left. But it's a small minor complaint for an otherwise great experience in a new place.

TLDR: Great Staff, Awesome Facility....