A Long Island man has shared his distressing experience with Planet Fitness, alleging that the gym continued to charge him after he suffered a stroke that left him paralysed. Steven Palma, a resident of Holbrook, faced significant challenges when attempting to cancel his gym membership following his medical emergency last year.
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Last October, while hospitalised, Palma found himself grappling with his health after suffering a stroke that severely impacted his motor functions. Describing the moment he realised the gravity of his situation, Palma recalled making a heartfelt call to his son saying, “I might not make it through, but I wanted to let you know I love you.” Thankfully, he survived the ordeal, but the lasting effects left him unable to perform basic tasks, including physical exercise.
In the wake of his medical condition, Palma attempted to cancel his Planet Fitness membership, as his ability to go to the gym had been significantly diminished. He recounted that when he called the gym to initiate the cancellation, he was assured it was “no problem.” However, to his dismay, he continued to receive monthly charges of $15, even months after the initial request to cancel.
“I was charged in December, January, February — they just kept going,” Palma explained, highlighting his frustration at being charged for a service he could no longer use. Feeling the need to take further action, Palma decided to visit the gym in person. He required assistance to do so, relying on ambulette transport and help from his brother.
Upon arrival, Palma encountered another hurdle. The gym staff informed him that he needed to provide an electronic signature to cancel his contract. Given his paralysis, Palma expressed his inability to do so, stating, “My signature doesn’t exist anymore. My right hand is paralysed.” This predicament underscored the challenges faced by individuals with disabilities trying to navigate bureaucratic systems.
After exhausting his options, Palma reached out to ABC7’s consumer advocacy segment, known as 7 On Your Side. The team promptly contacted Planet Fitness on his behalf. Fortunately, this intervention bore fruit, as within days of the outreach, Palma’s membership was successfully cancelled, and he was granted a refund of $105 for the erroneous charges incurred since his initial cancellation request.
In response to the situation, a spokesperson for Planet Fitness issued a statement acknowledging the concern raised by Palma. “Planet Fitness takes member concerns seriously and the local club worked directly with the member to address this matter. We can confirm the refund has now been processed, and the matter has been resolved,” they stated, adding that they strive to deliver an excellent fitness experience for all members.
The spokesperson further elaborated on how members can manage their accounts, noting that since May 2025, individuals across the nation have had the ability to handle various aspects of their memberships online, including cancellations and updates to billing information. They encouraged members to utilise the information available on the Planet Fitness website for assistance with such matters.
Palma’s experience serves as a reminder of the complexities faced by those with disabilities in accessing services and managing memberships. His story highlights the importance of understanding consumer rights and the need for businesses to accommodate the needs of all their members, particularly those who face significant physical challenges.
As Palma continues to adapt to his new circumstances, he remains hopeful that his experience will help raise awareness of similar challenges others might encounter. In a society that increasingly champions inclusivity, it is crucial for companies to align their policies with the needs of individuals facing health-related obstacles.