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Complaints about e-cigarettes prompt warning about free trials

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By John North 4:16 PM Saturday, April 23, 2011

During the past 12 months, your Better Business Bureau has received hundreds of complaints from people across the country who thought they were getting free e-cigarette trials. In the end, they lost hundreds of dollars in recurring credit or debit card charges.

E-cigarettes resemble tobacco cigarettes, but don’t contain tobacco or other chemicals. Some e-cigarette companies are promoting free or low-cost trial kits to attract new customers. Unfortunately, what customers thought was free ended up costing them.

Some customers said they paid $4.95 for trial offers only to be billed more than $100. The company claimed its Web site notes customers must cancel within 15 days to avoid being billed $109.95, the full-kit price, and future monthly shipments. However, customers claim they never saw cancellation policies.

Another company claimed free trials of smokeless cigarettes could be received by paying shipping and handling costs. Customers complained after agreeing to pay the $9.95 shipping and handling costs, they were repeatedly charged $149.90 along with other fees. One person claimed to have lost more than $640.

Before signing up for any free trial offer, your BBB advises you read the fine print carefully and always check companies out first. Visit www.bbb.org or call (937) 222-5825 or (800) 776-5301.

In addition, your BBB, along with the Federal Trade Commission, suggests you ask the following questions before signing up for a free trial:

• Is the free trial offer related to a membership, subscription or extended-service contract?

• Is there a membership fee? If so, is it refundable?

• Will I receive other products with the free item? If so, will I have to pay for them or send them back if I don’t want them? How long do I have to decide before incurring a charge?

• What’s the cancellation process and how long do I have to cancel?

• Will my credit card automatically be billed?

Free-trial offers can be great opportunities to try new products or services without making long-term commitments. Before agreeing, read the fine print and know what you’re signing up for.

John North is president and CEO of the Dayton Better Business Bureau.

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