(WHAS11) Complaints are mounting against a company that claims it can help people to quit smoking with something called an e-cigarette. Many of those people say their credit cards were billed without authorization and that has left a bad taste in their mouths.
WHAS11’s Andy Treinen investigates.
Joanne Cisney had been trying to quit smoking for years. When she saw a website advertisement for Direct E-Cig she jumped at the opportunity. “I agreed to spend $4.95 to get this,” explained Cisney; but $109.90 was billed to her bank card.
Charlie Mattingly, Better Business Bureau, says they’ve gotten hundreds of other complaints from people just like Joanne. “People sign up for what they think is a free trial offer, or a shipping and handling only offer, and within a few days they’ve had their credit card billed for $100 or more,” explained the BBB president.
Direct E-Cig’s F-rating from the BBB doesn’t surprise Cisney. She said she called and made several attempts to speak to a supervisor through a customer service representative. “She finally got tired of that and said have a great day, and slammed the phone down,” said Cisney.
In this case, Joanne actually likes the product. In fact, she calls it the best on the market; but because of the company’s questionable advertising campaign, she is now looking for other options. “They have a good product, so why not just be up front about it?” wondered the Jeffersonville, Indiana woman.
Direct E-Cig hasn’t answered 171 of the 434 complaints against it and they ignored calls and e-mails from WHAS11’s Consumer Watch as well.
“I’ve tried just about every other product and this is the best one,” insisted the lifetime smoker. Cisney is now looking for a new company for her electronic cigarettes and she has canceled her bank card; a card she says was charged without authorization, again, 4 days later when Direct E-Cig withdrew another .80 cents from the account. “The company’s trying to see if the card is still open and available for them, so we closed it,” said Cisney.
Meanwhile the better business bureau has this warning for all consumers. ”Any time you see a free trial offer, or shipping and handling only, make sure you read the fine print,” cautioned Mattingly.
Cisney claims she always reads the fine print and there was no mention of a $109 charge in the Direct E-Cig advertising. So, the company has left a bad taste in Joanne’s mouth? “Exactly,” insisted Cisney, “and in my wallet.”
When Consumer Watch contacted the company by telephone, a customer service representative said all media questions have to come in the form of e-mail; we have e-mailed the company several times and they have yet to reply.
