Michael Wagner wanted to terminate his membership at Planet Fitness in Southwest Portland, so he stated that he providedthe gymI received a call and informed the staff.
However, Wagner stated that the gym staff kept him waiting — and it required over a month along with four to five phone calls, emails, and a face-to-face meeting to pressure the company into complying with his request.
By that time, the company had already charged his bank about a $50 annual renewal fee for keeping his membership active, he claimed, despite having attempted to cancel it. He was understandably upset.
Instead of simply canceling this and moving on, I’m forced to go through a lot of unnecessary steps,” Wagner said to The Oregonian/OregonLive, mentioning that at one point a company representative told him to relax. “And it’s like ‘If you handle your affairs properly, I wouldn’t be upset.’
Planet Fitness, which has six locations in Portland and 30 across Oregon, was unable to address Wagner’s specific issue. However, the company stated in May—several months after Wagner reported experiencing multiple headaches—that it started permitting all members to cancel their memberships by accessing their accounts online. A representative mentioned that this change is part of initiatives aimed at making it easier for “members to manage their accounts with us.”
The fitness center network is among four in Oregon thatcustomers have reportedto the Oregon Department of Justice’s consumer protection office since 2020 over claims of establishing obstacles to cancellation, such as the one Wagner described in December.
A public records request by The Oregonian/OregonLive revealed that the consumer protection division has received 48 complaints over the past five years from individuals claiming their gyms created obstacles when they attempted to pause or cancel their memberships.
The Oregonian/OregonLive sought those records following the Federal Trade Commissionannouncedlast week that it had submitteda federal lawsuit in the Central District of Californiaagainst a single gym that it identified as a major violator: LA Fitness. The gym operates over 600 locations across the country.
Federal authorities state that “tens of thousands of LA Fitness members experienced issues,” prompting regulatory agencies to determine that the company allegedly created “extremely challenging” conditions for members attempting to end their memberships through “a straightforward cancellation process, as mandated by law.”
“A scenario that many Americans have encountered – a gym membership that is difficult to terminate,” said Christopher Mufarrige, director of the Bureau of Consumer Protection, ina news release.
Officials from LA Fitness did not provide a statement in response to a request from The Oregonian/OregonLive. The FTC is seeking a court order to compel the company to stop what it claims is “unfair behavior,” typically involving unexpected recurring fees.
However, among Oregon consumers who took additional steps to file complaints with the Oregon Department of Justice, LA Fitness was not the top reported offender. According to spokesperson Jenny Hansson, state consumer protection officials have received the following number of cancellation complaints since 2020 regarding Oregon gym chains:
- 19 versus 24 Hour Fitness, which has11 fitness centers within the state, all located in the Portland area.
- 14 grievances directed at Crunch Fitness, which hasfive places within the state.
- 12 grievances directed at Planet Fitnesswhich has 30 locations in Oregon.
- Three grievances directed at LA Fitness, withseven sites within the state, all located in the Portland area.
The Oregonian/OregonLive sought comments from each of the four companies regarding the membership cancellation procedure or specific grievances, which the news outlet shared with company representatives. Crunch Fitness and LA Fitness did not provide a response.
24 Hour Fitness mentioned that it offers members various methods to terminate their membership. “As outlined on our website, 24 Hour Fitness provides its members several options for canceling their membership, such as online, in person, over the phone, and through email,” a representative stated.
Planet Fitness announced that all members have the ability to cancel in person, via mail, or online, thanks to the new feature launched in May.
A company statement says, ‘At Planet Fitness, we follow a member-focused approach and are dedicated to offering an excellent fitness experience.’
In July, a federal appellate court haltedA “click-to-cancel” policy being implemented. The regulation, introduced by the FTC, would have required companies spanning from online entertainment streaming services to fitness centers to simplify the cancellation process for customers.
Numerous individuals who contacted Oregon consumer protection authorities and had their written complaints examined by The Oregonian/OregonLive mentioned that they were not permitted to terminate their subscriptions via phone or through the company’s online platform. Instead, they were instructed to cancel by mail or in person. In certain cases, they reported that upon visiting the gym, they were informed that the manager responsible for approving cancellations was unavailable.
Several Oregonians who voiced concerns included a Southeast Portland resident and former 24 Hour Fitness member. In a complaint filed in December 2024, the individual stated that the gym’s “online-provided phone number for cancellations indicated that their offices are open from 6 a.m. to 6 p.m., Monday through Friday,” but no one was available to answer. The Oregonian/OregonLive contacted the company’s customer service line at various times during those hours on Tuesday, and a recording indicated that the call center was closed.
This is an unjust business method,” the resident wrote, “setting up obstacles to stop individuals from terminating their service when they are fully able to do so by calling.
The occupant stated, “They simply depend on individuals not pursuing the process of submitting grievances or taking the matter further.”
In a separate complaint from last year, a Beaverton resident mentioned that his wife enrolled the couple in LA Fitness memberships as a birthday present. However, they later found out that $800 was being taken each month for membership fees and personal training sessions, which was significantly higher than what his wife had anticipated. He stated that the couple needed to hire a lawyer to get the company to cease the charges.
In a complaint filed earlier this year, a woman from Eugene stated that she signed a contract with Crunch Fitness in Springfield but attempted to cancel it within the allowed three business days by sending a letter with a postmark. She mentioned that the address provided in her gym contract was found to be undeliverable by the postal service. She claims that even after contacting and emailing the company, they keep charging her.
I have challenged the charges with my bank, which has accepted my dispute based on the evidence I’ve gathered,” she wrote. “My main concern is that they might send me to collections and harm my credit rating.
The Oregon Department of Justice states that upon receiving a complaint, it contacts the respective gyms and the individuals who filed the complaints in an effort to resolve the issue — such as offering a full or partial refund.
Wagner, a resident of Southwest Portland, mentioned that he had a struggle with Planet Fitness to terminate his membership. He stated that signing up for a gym membership was quick and easy. He completed the process in one session — a big difference from the several attempts he claimed it took to cancel his membership towards the end of last year.
Since then, he mentioned he has started exercising outside to avoid joining another gym and eventually having to cancel again.
I don’t wish to go through the same situation,” Wagner stated. “In any manner, form, or way.
Is there a consumer issue you believe is worth reporting? The Oregonian/OregonLive is introducing a new section focused on consumer matters. Reach out to reporter Aimee Green at503-294-5119 or agreen@oregonian.comif you have a suggestion to offer.
— Reporter Aimee Green reports on politics, personal finance, and topics relevant to consumers. She can be contacted at 503-294-5119,agreen@oregonian.com or on Bluesky.
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