Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was informed on my visit with ** on 2/10/25 that the extra skin nearly a year after my procedure does not have a remedy that can be provided by Sono Bello ******/******. The ** told me that he would have to remove the extra skin via surgery and that it probably wouldn't look good because of my tattoo near my hips. He might not even have enough skin to raise my belly button. I am a professional in the exercise industry teaching over 26 pilates classes a week. I cannot even raise my shirt without revealing my the wrinkled skin on my abdomen. The ** suggested non invasive RF and micro-needling which is an extra expense on me even though it's obvious he took too much fat off. When I expressed this in my survey after the appt, a woman called. She basically blamed abnormalities that were hidden under my skin as the problem but continued to state that she understood and speaking for herself and her experiences the extra skin is a trade off for the surgery results of a smaller waist. i completely disagree and do not appreciate her making light of my results and my dissatisfaction. She did apologize and asked how Sono Bello could make it right. She said she would reach out once she figured out what she could do on her end. I said I would think of something as well, but the only thing I can think of is a stipend to out toward RF and micro-needling to attempt to stimulate the collagen to smooth the extra skin. My phone is ************ if anyone wants to speak further.

  Customer response

  02/20/2025

  
  
  Thank you for looking into this for me. Please find attached the authorization form as requested by BBB. Please let me know if any other information is needed. 
  
  
  Thank you, 
  
  
  ****** ************
  

  
  

  

  Business response

  02/27/2025

  Thank you for contacting Sono Bello. Our Patient Relations Manager has been in contact with Ms. ************ and they have reached a resolution. We ask that if she has any further questions or concerns that she please contact our Patient Relations Manager. 

  Best,

  Sono Bello

  Customer response

  02/27/2025

  This matter was resolved amicably between both parties. I wish to **** the complaint case ******** as resolved against Sono Bello of ******, **.

• Initial Complaint

  02/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1/28/25-Visited Sono Bello in the city of ******* to set up a free consultation with a doctor to see if I was a candidate for a plastic surgery. The consultant stated that in order to set up an appointment with a doctor it was company policy to get an authorization of payment for what the procedure would cost ahead of time and it would not be charged if I was not a candidate for the procedure. 1/31/25- Appointment was set to see the doctor and review medical issues to see if I was a candidate. Spoke with the doctor that stated my BMI was over 35, I had irregular breathing and tines where my breathing stops when sedated or asleep, irregular blood pressure and therefore I was not a candidate for the procedure. 2/1/25- Noticed that my credit card had been charged $21,000 and I called and asked why it was charged. The sales person said that if the procedure was cancelled after seeing the doctor the customer still had to pay the full amount of the procedure. I asked why? I didnt get the procedure done due to doctor advice that ii was not a candidate due to underlying health issues that put me at risk for severe complications. 2/6/25- Sono Bello stopped responding to my request to get the charge off my credit card as I was told it was only an authorization to see the doctor as a comp any policy.

  

  Business response

  02/14/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** will not be moving forward with her surgical procedure. Our center has been in contact with her and they have reached a resolution. We ask that if she has any further questions that she please contact our center.

  Best, 

  Sono Bello

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have paid for 2 surgeries one I knew about one they just called and said I needed to schedule I have had done all I wanted done I don't know what else other than waist/sides I had a liposuction removed. I have repeatedly called with no return call her name is *****.

  Customer response

  02/11/2025

  
  
  Hello ******* please close this complaint they finally got back to me she had been out of town.
  

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Appointment for a consultation only, on 1/31/2025. First, I want to say that your policy on the transaction is not refundableeven if you change your mind was very uncomfortable. I came in for a consultation to see if I was a candidate and then after 90 minutes and her making that comment, I felt stuck. She didnt go over different options, or differences in pricing. I mentioned to her that maybe I should not go forward until I chat with my partner first. She continued on, then continued to charge the fees. I said, "so your only needing to charge the partial payment, and she said, "I already did, and its non refundable."I felt stuck, I still feel pulled into an obligation. I was so uncomfortable knowing that nothing is refundable. At that point I just wanted to back out. I was expecting around $6000 as a cost, and it was almost ****** with no breakdown of the costs, and that was with the special, that was not described either. I am so disappointed in this part of the process. I dont even want to do the procedure, its a horrible feeling to feel stuck in a deal that I was not quite certain I wanted to continue after hearing nothing is refundable. That is horrible service.I am not happy. I left your clinic no longer looking forward to the procedure. It feels over-priced, forced, and pressured, especially knowing that no matter what, your stuck and cant cancel and be refunded. She was very adamant that there was no refund at any time.

  

  Business response

  02/09/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ********* will not be moving forward with her surgical procedure. Our center reached out to her after they received her complaint and have reached a resolution. We ask that if she has any further questions or concerns that she please contact our center. 

  Best,

  Sono Bello

  Customer response

  02/11/2025

  
  
  I spoke to the company on my complaint. ********, they will be refunding me. The complaint needs updated. She was able to resolve my issue, and it can either be updated, or deleted. 
  
  
  Thank you 
  
  
  *****
  

  
  

• Initial Complaint

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said procedure was permanent. After 6 months and eating healthy, fat came back on.

  

  Business response

  02/14/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ***** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. Our center attempted to contact Ms. ***** twice (2/11/2024 & 2/14/2024) after we received her complaint but have been unsuccessful in reaching her. We ask that she please return their phone call at her earliest convenience so they can discuss her case. We hope to hear from her soon.

  Best, 

  Sono Bello

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/31/24 I attended Sonobello in *******,** Charge would be $10,000.00 which was authorized by ********** ************ consultant ***** B ****** said I had to decide my plan " by three ******* today, I am going home"Electronic signature was done at home then documents printed at home. The reason for delay for pre op consultation was that the business was moving to new location, sono bello ************************************. On January 8th 2025 Dr ***** and ********** both agreed that I was not a candidate for surgery and told me I would get a full refund. Calls to office **** ***, practice manager, several times, she checked with her manager and said check was sent out to me.Spoke to **** again yesterdat, the plan that was offered to me was FOR ME to stop payment on their check OR provide my bank name and account number **** *** again yesterday promised me that my check will be valid. Nurse clinician ******* ******** forwarded on Jan 8th and Jan 9th to **** that i was not a candidate . ******* stated the company policy was that two doctors had to reject for refund of money. I am respectfully asking for your assistance in this matter and help resolve what was promised to me over and over.

  

  Business response

  02/14/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ***** will not be moving forward with her surgical procedure. Our center has been in contact with Ms. ***** to address her complaint and they have reached a resolution. We ask that if she has any questions or concerns that she please contact our center. 

  
  Best, 
  Sono Bello

  Customer response

  02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had surgery on 7/24/2024 with Dr. **** as my surgeon. I had Abex and lipo on my waist, upper and lower abs and pubic area. Right after surgery I had discoloration of my skin on both sides of my waist. At 5 weeks post op I got a huge lump on my right side and multiple lumps on the other side. Also I have a very large round lump under my belly button. I have consulted 2 other outside surgeons that confirmed that ******* was aggressive in her technique that left me botched. I did everything right post op. I drank enough water and ate properly with enough protein and wore my faja for 3 months. I had multiple lymphatic massages and still self massage every day. It's devastating to pay ****** to have your body ruined forever. I am probably entitled to a revision for a fee but I do not trust them to ever touch my body again. I am going to have to go to a reputable surgeon and spend another ******-12,000 to fix what Dr. **** ruined. DO NOT GO to Sonobello.

  

  Business response

  02/14/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ***** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. For this reason we offer our patients our Satisfaction Commitment, this commitment states We understand that no physician can specifically predict or guarantee the final results with cosmetic procedures. Despite the skilled work of our surgeons and a successful procedure that provides a cosmetic improvement, beauty is in the eye of the beholder and dissatisfaction can still occur. Should you find your results to be unsatisfactory, your surgeon would like the opportunity to evaluate your results. If your surgeons evaluation determines there is an opportunity for improvement without compromising your surgical results, we will gladly offer you an additional procedure with only the cost of your surgical facility fee of $2,495. Our center contacted Ms. ***** after they received her complaint and agreed on a plan to move forward. We ask that if she has any further questions or concerns that she please contact our center. 

  Best,

  Sono Bello

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in to have the AbEX surgery on my abdomen and hip area with skin removal and a public lift. I paid $15,000 to have this bunchiness and my belly button pulling to the right. I came in to see my doctor, Dr. ********* to have a revision but was told I would need a vertical incision. I expressed that all I want is for them to fix my belly button. It was the doctor's fault that my abdomen was sewn back together like this. My right side has more skin and is all bunched up to the right of my belly button. I was told I would have to pay another $2,495 facility fee to have it corrected, although it was NOT my fault that it looks like it does. I would like them to fix it without charging me more since this is not a revision but a correction to Dr. ********** poor workmanship. ****** and Dr. ******** continue to ignore my messages and dismiss me. Again, I do not want a revision just a fix where Dr. ******** left me disformed.

  

  Business response

  02/02/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******* is not satisfied with her surgical procedure, patient safety and satisfaction are our top priorities. Our Practice Manager reach out to Ms. ******* to address her complaint and they have reached a resolution. We ask that if Ms. ******* has any further questions or concerns that she please contact our Practice Manager. 

  Best, 

  Sono Bello

  Customer response

  02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Sonobello *******, ** location for a free consultation. I was given a quote for a procedure of $13,900. My consultant took some more money off and ultimately got it down to $11k and said that price was good only if I made a deposit that day! I told her it was a lot of money and that I needed to think about it and speak to my husband. I ended up putting a deposit down on 1/15/2025 for $2500 over the phone and the final price would be $10k. I never signed any contract, or received any of the emailed documents that I was promised. That night I thought a lot about it and decided that I wanted to cancel. My consultant said the deposit was completely refundable if I changed my mind but at least this would get the process going. When I called the very next day to cancel and get the refund- they gave me the run around and said I may not get my money back and that if I do, it could take months! I spoke to the girl at the front desk and also my consultant and expressed that I heard horrible reviews about people being ignored after asking for your money back! They assured me that this wouldnt be the case and that they would call me back that same day! I let 4 or 5 days pass with no phone call returned. I called twice more, a few days apart and still have not been successful to speak to a manager or my original consultant. Finally my husband called today- asked for a manager or the corporate office number. They wouldnt allow him to speak to a manager and said we can ****** the corporate number and that they didnt have that info. The woman ended up hanging up on him. I can not believe I fell victim of this poorly run company. They had no problem taking my phone calls to get my business but all of the reviews are 100% accurate. If you cancel and ask for your money back- they will give you the run around to keep your money. Most reviews will say they signed a contract. I DID NOT! No contract, no paperwork. Just a deposit of 2500 that Im hoping I can get back!

  

  Business response

  02/05/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** is not moving forward with her surgical procedure and that her experience has not been exceptional. Our Practice Manager reached out to Ms. ****** after we received her complaint and reached a resolution. We ask that if she has any further questions or concerns that she please contact our Practice Manager. 

  Best, 

  Sono Bello

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had surgery in June after my consultation and I was told by a practice manager at a ***************** location that they would be able to removed all of the fat/tissue from a specific area which is my chest. I had multiple appointments after the surgery was complete and I saw from the very beginning that my chest was still the same and I looked at my chest after surgery and looked at the *** and he said that's just swelling. I called sono-bello and told them my concerns and the practice manager at the *******, ** location told me that every person's body responds differently after I told her that Iv'e seen many videos of guys with immediate results. I am extremely frustrated at this point. I've been more than patient with them and it has been about 7 months since my surgery and there are absolutely no results! I refuse to make payments for no results and I will not. I had my final appointment on December 27, 2024 and the nurse examined me and even said herself that there is no swelling and that a lot of fat was still there. I called literally today because its been a month since they said that someone will reach out to me but failed to. If I did not call then I would have never heard back from them. Their communication is horrible and they continue to disregard my concerns about this issue. I try my best to be professional about everything but this is it and I am done with the disregard and no concern. They sell false dreams and once you make your payment then its almost like on to the next one. I need something done whether it is giving me a refund or cancelling payments because I will no longer get payments deducted from my account for work that was not done correctly. Dr ******* is the doctor that did the surgery. He is roughly in his 70s or 80s. I seriously wonder if he's too old to be operating, no pun intended. I am hoping something can be done because this is not fair at all. I also have multiple scars no for no reason.

  

  Business response

  02/06/2025

  Thank you for contacting Sono Bello. We are sorry to hear Mr. **** is not satisfied with his surgical results and experience, patient safety and satisfaction are our top priorities. For this reason we offer our patients our Satisfaction Commitment. Our Assistant Practice Manager reached out to Mr. **** to address his complaint and have scheduled him to meet with our surgeon to review his results. His appointment is scheduled to take place on February 17th. We ask that if he has any further questions or concerns that he please contact our Assistant Practice Manager. 

  Best, 

  Sono Bello

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sono Bello has reached out to me  recently and came up with a plan to address my concerns. We've agreed on a date to have an appointment for a second opinion so that revision can be done and to have the fee waved. I appreciate them for reaching out to make things work.
  
  Sincerely,
  
  ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩