GREEN BAY − Over a dozen former customers of Xperience Fitness have filed complaints with the state related to the sudden closure of the gym.
At least 15 complaints were filed in Wisconsin with the Department of Agriculture, Trade and Consumer Protection (DATCP) after Xperience Fitness closed on June 29. On that day, the company communicated via email that it was closing all locations in the state and transferring memberships to one of its competitors, Planet Fitness.
Michael Domke, director of the DATCP, said Xperience Fitness did nothing illegal by transferring memberships to Planet Fitness, and his office helped understand what the company's responsibilities were.
"We worked closely with Xperience (Fitness), they reached out to us to tell us they were closing," Domke said.
However, the abrupt closure left many members surprised, and the complaints were filed in regards to their "new," and unwanted, memberships with Planet Fitness.
Domke said most of the complaints were from those trying to cancel their transferred memberships, mainly because of Planet Fitness policy of not accepting cancellations via phone.
"All the complaints we received, we were able to either get the refunds they requested and assisted with the cancellations," he said.
Planet Fitness said via email that previous Xperience members received a communication were the company provided an email address for cancelation purposes. The email also states that all Planet Fitness members can cancel their membership at their home club or by sending a letter to their home club.
However, some members argued that Planet Fitness was reluctant to cancel transferred memberships and return the money already charged on their credit cards.
A man in Appleton filed a complaint after not getting results
Julien Gauthier, who lives in Appleton, said he called to cancel the subscription in July and was told that, due to the company's policy, he needed to go in person.
"I was travelling, so I couldn't go in person at the time," he said.
Gauthier said he disputed the charges made to his credit card after the closure. The money was returned, briefly, but then appeared again on his credit card in August.
"When I called the credit company they told me the Planet Fitness had sent a blank contract to reinstate the charges," he said. "I told the person on the phone, that's a blank document, it's not signed by me."
Gauthier said he had already blocked the charges on his credit card when he went to cancel in person on Sept. 26 at the 2700 W. College Ave. location. There, he was told there was something wrong with "the system" and was asked to sign a document to register him in their system so he'd be able to cancel his subscription.