Oregonians' Frustrating Gym Membership Cancellation Tales Amid Federal Lawsuit

The Struggle to Cancel Gym Memberships

Michael Wagner wanted to cancel his membership at Planet Fitness in Southwest Portland. He called the gym and told them he was no longer interested in continuing his membership. However, what should have been a straightforward process turned into a frustrating ordeal that took over a month and multiple attempts—phone calls, emails, and an in-person visit—to finally get the gym to stop charging him.

By the time Wagner managed to cancel, the company had already charged his bank approximately $50 for the annual renewal fee. This left him deeply upset, as he felt the gym was making it unnecessarily difficult for him to end his membership. Wagner described the experience as being forced to “jump through a whole bunch of hoops.” At one point, a representative even told him to “calm down,” which only added to his frustration.

Planet Fitness, which operates 30 locations in Oregon, including six in Portland, has since made changes to its cancellation process. In May, the company introduced an online option for members to cancel their accounts directly from their personal profiles. A spokesperson explained that this change is part of broader efforts to simplify how members manage their accounts.

However, Wagner’s experience is not unique. Since 2020, the Oregon Department of Justice’s consumer protection division has received numerous complaints about gyms creating barriers for members who want to cancel or pause their memberships. According to records obtained by The Oregonian/OregonLive through a public records request, there have been 48 such complaints over the past five years.

The issue has drawn national attention, particularly after the Federal Trade Commission (FTC) filed a federal lawsuit against LA Fitness, a gym chain with over 600 locations nationwide. The FTC claims that LA Fitness made it “exceedingly difficult” for members to cancel their memberships, often requiring them to go through unnecessary steps. The agency argues that this practice violates consumer protection laws.

While LA Fitness is a major player, it is not the top offender in Oregon. According to Jenny Hansson, a spokesperson for the Oregon Department of Justice, the following number of cancellation complaints have been reported since 2020:

• 19 complaints against 24 Hour Fitness, which has 11 gyms in the state.
• 14 complaints against Crunch Fitness, with five locations in Oregon.
• 12 complaints against Planet Fitness, which has 30 locations in the state.
• Three complaints against LA Fitness, with seven locations in the state.

Despite these reports, not all gyms have responded to requests for comment. Crunch Fitness and LA Fitness did not provide a response, while 24 Hour Fitness stated that it offers multiple ways for members to cancel, including online, by phone, in person, or via email. Planet Fitness also confirmed that members can now cancel online, in addition to other methods.

In July, a federal appeals court blocked a proposed rule by the FTC that would have required businesses, including gyms, to make it easier for consumers to cancel services. Critics argue that this decision could leave consumers vulnerable to ongoing charges and complicated cancellation processes.

Many Oregonians who have filed complaints describe similar experiences: they were unable to cancel their memberships by phone or online and were instead required to send letters or visit the gym in person. Some said they arrived at the gym only to be told that the manager with the authority to cancel their membership was unavailable.

One Southeast Portland resident, a former 24 Hour Fitness member, complained that the gym’s website listed a phone number for cancellations, but no one answered during business hours. When The Oregonian/OregonLive called the number, it played a message stating that the call center was closed.

Another case involved a Beaverton resident whose wife signed them up for LA Fitness memberships as a birthday gift. Later, they discovered that $800 in monthly fees and personal training charges were being deducted without their knowledge. They had to hire a lawyer to stop the charges.

A Eugene woman also shared her story. She sent a postmarked letter to cancel her Crunch Fitness membership within the allowed three business days, but the address on her contract was undeliverable. Despite contacting the company by phone and email, she continued to be charged. She has disputed the charges with her bank, which has honored her dispute, but she remains worried about potential damage to her credit score.

The Oregon Department of Justice investigates each complaint and works to find solutions, including refunds when appropriate. For Wagner, the experience has left a lasting impression. After struggling to cancel his Planet Fitness membership, he now prefers to work out outdoors rather than join another gym.

“I don’t want to experience the same thing again,” he said. “In any way, shape or form.”

If you have a consumer issue you believe is newsworthy, The Oregonian/OregonLive is launching a new consumer pocketbook beat. You can contact reporter Aimee Green at 503-294-5119 or agreen@oregonian.com with tips.