ComplaintsforSono Bello

• Initial Complaint

  04/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a procedure done with sono Bello in July of 2023. I had my upper and lower abs, waist,hips, inner thighs, and calves done.I was told that I wouldn't gain weight in the areas that I had done, and that if I wasn't happy with my results that they would remove more fat free of charge if done within a year. Both were a lie. I have gained weight back in my waist, and not only have my calves not gotten any smaller they look a little deformed now. My thighs have had very little change.I told them at my last 2 appointments that I wasn't satisfied. My last appointment was on April 5th and the doctor said that I didn't need anymore removed and that my calves are fine. It wasn't his choice to make. When leaving I asked when my next appointment would be, and the nurse said you don't have to come back anymore. So I'm out over $12,000 and still not satisfy with my results. I had my first initial consultation in ***********, and they had my consultation with a doctor in ********* set up and surgery scheduled within a couple of hours. Not giving me anytime to think about it. And was told that I would still have to pay a certain amount if I decided to cancel or postpone the surgery. I felt rushed with the whole process. If they're not willing to stand by their word and remove more to meet my satisfaction, then I'd like at least a partial refund. I do not recommend this procedure to anyone.

  

  Business response

  05/16/2024

  Thank you for contacting Sono Bello. We are sorry to hear ****************** is not satisfied with her results, patient safety and satisfaction are our top priorities. Our Practice Manager has attempted to contact her but has not been successful in reaching her. We ask that she please contact our center at her earliest convenience. We hope to hear from her soon. 

  Best,

  Sono Bello

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my procedure in advance of my preoperative appointment. My consultant called and tried to pressure me into rescheduling the procedure. She rescheduled me without my consent or knowledge. She reached me by email asking me to confirm the second appointment. I responded that I did not want the procedure. She informed me that because I canceled twice (Where I only canceled once, because I only consented to one appointment) I had forfeited my total procedure cost. This is against the contract I signed. My contract clearly states if I canceled my appointment/ procedure, I would forfeit $2495. I am requesting a refund of $5522.31, which is my procedure cost minus the forfeited deposit due to canceling the procedure.

  

  Business response

  05/10/2024

  Thank you for contacting Sono Bello. We are sorry to hear ************************' experience has not been exceptional. Our records indicate that we have release her funds. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a free consultation for laser fat removal In October 2023 and they have a salesman doing the consult. No surgeon present at the free consult the salesman comes up with a treatment plan then you have to pay for the plan before you get to meet the surgeon and ask questions and go over your health. First red flag I ignored. I let the salesman know I would not have time off for work until March 2024 but she said it books quickly and we needed to go ahead and get it scheduled so I do not have to wait longer. I paid $9,290 at the free consult in order to get to meet the surgeon and go over all my wants needs and concerns. After paying for the procedure I tried calling multiple times to get my pre op scheduled and my surgery scheduled and no one answers the phone and they have no voicemail set up so you can request a call back. I got all my time off lined up at work and called and Sonobello had no appointments for me. I had to move my vacation at work to a later date. Sonobello reached out to me at work asking if I could do my surgery the next day. I let them know I havent even met with the surgeon to know how to prepare for the surgery and they said if I could do the surgery the next day they would have me come in that afternoon for the consultation. I cant leave work and reschedule my vacation last minute my job requires a 3 week notice. So they kept the surgery date I had. I took off work March 14th to go to the pre op appt and Sonobello text that they are canceling appt due to weather. My next available day for the preop was the day before surgery. I went to the preop and the doctor saw that I was on a mild blood thinning medication and right away became flustered that we couldnt do the surgery because of the medication. So still no consult I was dismissed. I requested to cancel and refund. They do not respond to my emails and lied and told me they have a check in the mail but I have yet to receive a refund.

  

  Business response

  05/08/2024

  Thank you for contacting Sono Bello. We are sorry to hear ****************' experience has not been exceptional. Our records show that we have refunded her in full. We ask that if she has any questions or concerns that she please contact our center. 
  Best, 
  Sono Bello

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was scheduled to have liposuction on April 15thI notified company that I found out that I was pregnant and would not be able to go through with the operation seeking a full refund since nothing has been done yet and surgery had not yet been done . I even notified them earlier telling them that my doctor had concerns about this procedure and sono hello informed me that I was lucky because I didnt need his approval to go ahead with surgery. This was definitely alarming beings that they werent concerned in the slightest about the concerns my doctor had which could have put my life at risk.. not to mention my soon to be babys life at risk. I am seeking a full refund and ever since I cancelled appointment I am unable to get a hold of anyone . They were sure adamant about getting funds and force feeding me paperwork the first day without explaining any of it to me but sure cant get anyone on the line to refund me my ********* that I gave them and did not receive services for .

  

  Business response

  05/10/2024

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional. Our Practice Manager has been in contact with her and they 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

  05/21/2024

  I have previously filed a complaint against this business seeking a refund that is owed to me . I was required to pay balance for procedure before I left their office and did just that . I had a positive pregnancy test making me ineligible to continue with scheduled procedure . After filing my first complaint I was reached out to by a *** who handles refunds. He advised me that my refund would be transferred in full to my bank account . He gave me the time frame of about 7-10 business days . Its has now been three weeks and every time I call the company they say he is unavailable. They ask for my information and I give it to them and I cannot get a call back from anyone . I need my money and am owed my money and want it now as he had said was issued and would be deposited into my account and hasnt

  

  Business response

  05/23/2024

  Thank you for contacting Sono Bello. We apologize in the of processing her refund. Our Practice Manager has reached out to give her an update. We ask that if she has any further questions or concerns that she please contact our office. 

  Best, 

  Sono Bello

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a horrible experience. I had trisculpt and despite diligently following all post-procedure instructions, my stomach was left lumpy and completely uneven. This procedure left me DISFIGURED. I deeply regret going to sono bello. They have cancelled SIX post-procedure appointments and are very difficult to get in touch with by phone to reschedule. Essentially I was treated like gold until they had my money in hand and have had a terrible experience ever since. I want to cry when I look in the mirror now and hide my stomach, even from my husband.

  

  Business response

  05/13/2024

  Thank you for contacting Sono Bello. We are sorry to hear ********************** experience has not been exceptional, patient safety and satisfaction are our top priorities. Our center has reached out to discuss her complaint and have have scheduled her to meet with our surgeon to evaluate her results. We ask that if she has any further questions or concerns that she please contact our center directly. 

  Best, 

  Sono Bello

  Customer response

  05/23/2024

  This complaint has NOT been resolved. A rep for sono bello called and essentially scheduled an appointment for two months out (that will likely be cancelled if history is any indicator) with no actual action plan for a resolution. Please keep this complaint open as nothing has been resolved. 

  

  Business response

  06/12/2024

  Thank you for contacting Sono Bello. We attempted to contact ****************** multiple times after she reopened her complaint but unfortunately we were unable to reach her. We are unsure why ****************** is stating that her appointment is two months out, she is actually scheduled to meet with our surgeon to review results next week, Wednesday, June 19. We ask that if she has any questions or concerns that she please return our phone calls. 

  Best, 

  Sono Bello

  Customer response

  06/13/2024

   
  Complaint: 21629904
  
  I am rejecting this response because:

  the original issue was reported on 4/26 and re-reported on 5/13.  An appointment was scheduled for 6/19, as mentioned by the business.  I dont believe that closing a complaint before the appointment has occurred is the correct course of action because while it is a step toward a resolution, the appointment itself does not provide a resolution to the negative outcome of my procedure. Once there is an action plan in place, I would be happy to close out the complaint. 

  
  
  Sincerely,
  
  *******************************

  Customer response

  06/28/2024

  During the 6/19 appointment it was determined that a revision surgery would be completed. The Dr stated that additional areas of my abdomen would need to be worked on in order to get a good result (my upper abdomen and the area between my waist and armpits) but that I would need to pay for those areas to be done. I discussed with the Dr that prior to my surgery, I had specifically asked both the consultant that I originally met with and the Dr if there would be any issue with doing only the areas I had selected (waist and lower abdomen) and was told there would be no issue and you would not be able to tell where the division was. Unfortunately, there is a clear line across my abdomen approx 1 in above my belly button where the service area ended. I have a significant indent all the way across my abdomen which is most pronounced at my waist on the left hand side (very asymmetrical from the right side where the indentation fades). While the revision surgery without the additional areas should address the lumpiness in my lower abdomen, it will not correct the significant indentation and asymmetry at my waist/ the beginning of my upper abdomen. In conversations with a member of the practice management team following the 6/19 appointment, I was told that she would look into how much adding the additional areas would cost. I received a follow up call on 6/21 quoting a cost of approx $2,500 to correct the additional areas which is not remotely feasible for me financially, nor do I think is fair. I expressed this to the practice management team who said they would look into discounting the amount further and get back to me. I received a follow up call today, 6/28, letting me know that they were still working on determining what can be done. Had the practitioner or the consultant informed me prior to surgery that there would be a significant indentation between service areas which would deform my abdomen and waist, I certainly would not have proceeded with the surgery or would have adjusted the service areas selected (removing inner thighs and opting instead for upper abdomen) but I was not informed nor warned of that. The practice management team has been extremely communicative and I am very hopeful that we can come to a resolution soon but paying thousands of dollars more is certainly not a resolution. 

  

  Business response

  07/07/2024

  Thank you for contacting Sono Bello. As stated in our previous response we are sorry that ****************** is not satisfied with her surgical procedures, however, as our Surgical Consent which she signed states "This is an elective cosmetic procedure to improve appearance. The practice of medicine and surgery is not an exact science and results are not guaranteed." As ****************** stated our center is currently working with her to find a resolution to her complaint. They have offered her a 30% discount off the addition areas. She stated she wanted the weekend to think over the offer. We look forward to hearing from her and continue our partnership and reaching her desired results. 

  Best, 

  Sono Bello

  Customer response

  07/11/2024

   
  Complaint: 21629904
  
  I am rejecting this response because:

  I am not rejecting the response but rather keeping the complaint open until the issue is resolved.  I am currently working with the company toward scheduling a revision  once rescheduled I will consider this resolved 

  
  Sincerely,
  
  *******************************

  Customer response

  07/23/2024

  A revision surgery has been scheduled. I submitted additional payment of $2,650 to complete the revision with the addition of additional areas as recommended by the surgeon and staff who said the revision would not fix the issues unless additional areas were added

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,On Friday, 6/23/23 I visited Sono Bello in ******, **********. After a consultation with ********* decided to put a deposit down on an aesthetic surgical procedure. The deposit was $2495. I used my debit card from *********** That evening I spoke with my daughter who suffers from bipolar disorder mostly manifested by profound depression. She had decided needed extra support including ketamine therapy, but her insurance would not cover it. On the morning of 6/24/23, a Saturday, I called Sono Bello to ask them not to follow through on the deposit. I would need the money to support my daughter, not for my own use for an elective procedure. The receptionist told me that my consultant did not work that day, but she took a message to please hold the deposit. On Monday 6/26/23 I reached ******* who told me the deposit had been put through to my bank that day and that I could not get it back. This was despite my efforts 2 days previously not to have that happen. Initially, after speaking with *******, I was willing to possibly delay the procedure until I could afford to pay for it, but that has proven to be problematic. My money needs to go to support my daughter who is still struggling. No surgery was ever scheduled. No preop appointments were scheduled. My desire to get my deposit back did not involve inconveniencing any surgeons or surgical staff. I called to get the deposit held less than a day after handing over my money. I'd like to try to get at least a partial refund on my deposit. I'm experiencing financial hardship and my daughter is starting $350/hr therapy with a specialist which again, insurance will not cover, but which may help her out of her profound depression. I'd appreciate your help in trying to get at least a partial refund. Thank you,*******************************

  Customer response

  04/26/2024

  This complaint was not against Dow ****'s.  I think I had been looking g at that site when I filled out the form. It's against SonoBello in ******. I am sorry for the confusion.  

  

  Business response

  05/15/2024

  Thank you for sharing the concern.  In order to protect the continuity of our surgical calendars a non-refundable deposit is obtained in order to secure dates and times.  **************** did attempt to cancel the next day and in light of the circumstances, we have agreed in good faith to return **************** funds.  

  Customer response

  05/17/2024

   
  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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is a complete joke and waste of money. I went in for my 6 month follow up and explained I was not satisfied with my results. I honestly dont think I am healed and still have a lot of tenderness and pain after 6 months.They then set up a follow up appointment with the surgeon and what do you know, they cancelled it and I have not heard a word from them. Very unprofessional.

  

  Business response

  05/05/2024

  Thank you for contacting Sono Bello. We are sorry to hear ********************** experience has not been exceptional, our Director of Patient Experience has been in contact with him. We apologize for the scheduling issue, he is currently scheduled to come in and see our surgeon next week. 

  Best, 

  Sono Bello

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I elected for the AbEx and liposuction procedures on May 3rd, 2023. Its been almost a year, and I still cant get over how this company of slimy salespeople scammed me and took away my right to consent to what happens to my body under sedation. I did my homework and research and decided against a tummy tuck because of the 12-week recovery period and hip-to-hip scar one is left with post-op. I did not want either of those and was very vocal and straightforward about it in my consultation appointment.When I asked in my consultation about the scar, I was told it would leave me with no additional scar, they would just go in through my C-section scar. They did go in through my C-section scar, but they made it 3 times the size and it is a jagged incision. Im left with a horrible, jagged hip-to-hip scar I did not consent to.Per charts in manuals they provide to their patients for the AbEx procedure the restriction on activity is don't lift over 15 pounds for two weeks, then can resume normal activity. No swimming or immersed in water activities for one month. I have experienced a few surgeries, including this was my 4th abdominal surgery. I was unable to resume normal activity for at least 3 months and my scar wasnt healed enough to be in water for at least 2.5 months. I also was very vocal concerning summer activities, events, pool and beach parties I had planned in my consultation and was reassured not to worry, I will not have any problem with those activities in the time frame I discussed, I was told I would be recovered in 3 weeks 4 tops. I had to cancel many activities.If I wanted a 12-week recovery period and hip-to-hip scar I would have elected to have a tummy tuck done and had my diastasis recti repaired, but I didnt want these things, they happened to me while I was asleep. This company purposely misinformed me regarding medical information to make a sale. I can provide pamphlets and wording from Sono Bello's website where misinformation is printed.

  

  Business response

  05/10/2024

  Thank you for contacting Sono Bello. We are sorry to hear **************************** experience has not been exceptional, patient safety and satisfaction are our top priorities. Our Practice Manager has attempted to contact ************************ via phone and was not successful reaching her. After not being able to reach her our center sent her a follow up email. We would love to discuss her complaint and find a resolution. We ask that ************************ please return our phone call at her earliest convenience. We hope to hear from her soon. 

  Best, 

  Sono Bello

  Customer response

  05/13/2024

   
  Complaint: 21616477
  
  I am rejecting this response because:

  The business has not recently tried to contact me in response to my complaint. They are misinforming the BBB of this, I have no messages or missed calls from them. Last year in June 2023 I made arrangements for a sitter and when I got to my appointment I wasn't healed enough to receive the treatment. In August 2023 I had a follow-up appointment that was canceled a couple hours prior. I had already arranged for a babysitter and expressed extreme dissatisfaction in their business practices and lack of business ethics and expressed in August *********************** They did contact me via the attached email and I responded to them outlining all my medical concerns in addition to how they lack professionalism and they never responded back.
  
  Sincerely,
  
  *******************************

  Customer response

  05/28/2024

  The desired resolution is for Sono Bello to revise their business practices.

  Salespeople should not be misinforming customers on medical practices in order to make a sale. Salespeople either need to be educated to provide customers correct medical advice or customers should be meeting with medical professionals during their consultation not sales people.

  Sono Bello needs to revise their false advertising. I hear ads on the radio and their website continually claiming a fast recovery with minimal downtime. This is not true, this is not what I experienced and after reviewing yelp reviews against the business I'm not the only one experiencing extensive recovery, much longer than what was communicated to me.

  Refunding my money is the least they could do. I would appreciate if the BBB could point me in the direction of legal advice. It would be much appreciated if you can provide some legal recommendations on whom may be able to assist me in filing a legal complaint against the company and possibly a class action lawsuit, as I know I'm not the only person misinformed on medical advice by this company.

  Thank you! 

  

  Business response

  06/11/2024

  Thank you for contacting Sono Bello. We are sorry to hear **************************** healing experience has not been exceptional. Unfortunately, the practice of medicine is not an exact science and results and healing  times are not guaranteed. Our Surgical Consent which ************************ received at her pre-operative appointment and she signed and initialed states "The healing process will involve an initial period of swelling and light bruising. This will be most noticeable during the first week and generally improve over the next 3-4 weeks. At 6 weeks about 60% of your swelling will have subsided. You may notice a burn like feeling from skin stretching or friction, especially in areas of thinner skin or around surgical incisions. With E/X procedure a full surgical incision is made which leads to more scarring. Surgical incisions may separate (dehiscence) which may require additional treatment. Skin blood supply may be compromised, and skin loss may occur. Scar appearance is unpredictable, may take a year to fully mature and may be asymmetrical, thicket, widened, discolored and /or prominent." This consent also states "Everyone heals differently and we cannot control what symptoms you may have, how mild or severe they may be or at what speed you will recover from AbEX." Our Director of Patient Experience spoke to ************************ on May 29, 2024 but has not been successful in reaching her since. We ask that ************************ please return her phone call so they can further discuss her case. We look forward to hear from her. 

  Best, 

  Sono Bello

  Customer response

  06/13/2024

   
  Complaint: 21616477
  
  I am rejecting this response because:
  I understand that Sono Bello is saying in their response that results are not guaranteed. I understand this but I would interpret that statement to be taken to mean within reason. Advertising and telling prospective customers recovery is 3-4 weeks when it is in fact 12 weeks is not within reason.
  When I spoke with ***************************** on May 29th, she tried to convince me that my 12-week recovery was an out of the ordinary result. I have attached post-op documentation and highlighted where it discusses wearing of a restrictive post-op undergarment for 12 weeks. We also discussed the hip-to-hip scar I now have and how I specifically asked the person I had the consultation with about the scar and was informed not to worry, they will go in through my C-section scar. She apologized for the consultation specialist misinforming me and tried to convince me I should have known that this procedure would leave me with a hip-to-hip scar. When I spoke with *********,she also offered me $2,000 to retract my statements and complaints. I made her aware that does not suffice the recovery and scar I have endured as a result of this procedure. We then discussed the release of my medical records and documents that needed to be signed and she confirmed my email address that the company has on file. This was on Wednesday, May 29, 2024. The company had the opportunity to send me the DocuSign document Thursday, Friday and Monday morning June 4th,before I was unavailable to them for four days. I did receive a message from *********************** June 4 and a message from an ***** with the San ************ on Tues June 4th and Thurs June 6th. I returned Angies message on Monday morning June 10th. I was informed she was out of the office and spoke with a ********, whom I understood to be an assistant manager. ******** told me all they were trying to get in touch with me about was confirming my email. Im uncertain why they need to reconfirm my email when it is on file and I confirmed it with ********* on May 29th.******** sent over the DocuSign document Monday morning June 10th, I signed it Monday evening and received an email from DocuSign confirming it was completed. I missed a phone call from ***************************** on Tuesday June 11th and returned her phone call about an hour later and left a message. As I am writing this response Thursday evening June 13th, ********* has not returned the message I left her and the Sono Bello company has not provided my medical records or reached out to me regarding their release. This is just another example of the lack of professionalism of a company that operates as a healthcare facility.
  My problem with this company and the way it is operated isnt just my one experience. My issue is I feel the company plays a long game of switch and bait. From their ads to their consultation to all their pre-op appointments they do not explain correctly what the recovery process is like, what the customer will endure and the physical marks they are left with.Their ads claim results with 3-4 weeks recovery to get possible clients interested. If you look on their website, they show pre-op pictures of clients in string bikini bottoms that show all their imperfections. The post-op pictures are shown with thicker bikini bottoms that hide the scar the company wants to hide from their clients showing what they will be left with. There is no mention of the restrictive recovery garment until post-op. The customer is provided one garment and told to wear it for 10 days immediately after their surgery, then surprise a second garment is required for 12 weeks (the paperwork stating this is attached, when I spoke with *********, she tried to tell me no one told me to wear it for ************************************** writing).********* and I also discussed briefly the studies they provide in their pamphlets. Im aware of them because I reviewed them to make my decision regarding the procedure. I do not believe these studies to be scientifically sound. I do not believe the results Sono Bello claims in the charts provided to be typical. I do not believe my experience is unique or out of the ordinary. I do not believe this because online searches have shown me that many people are not happy and feel they have been trickedby this company.
  My complaint regarding the Sono Bello company is in an attempt to raise awareness to the public regarding the companies deceitful practices.I believe the Sono Bello company misrepresents itself and the procedures it provides to sell people in a medical setting. The Sono Bello company fails to provide prospective customers all the information regarding their procedures at the consultation appointment, when they collect payment. I was lied to in this appointment. The company hides the scars they leave people with in their advertising in addition to largely underrepresenting what the recovery times actually are.I dont want others to make the same mistake I did trusting this company as a medical facility.
  Sincerely,
  
  *******************************

  

  Business response

  06/27/2024

  Thank you for contacting Sono Bello. Our record release form which ************************ agrees to have completed and signed on June 10th clearly states I understand Sono Bello has 30 days to process my request for medical records. We did not take *********************************** *********** medical records have been ready for pickup since June 18th. She was aware of this as our assistant manager informed her of this when she spoke to her.

  The voicemail that ************************ left *********, our Director of Patient Experience, on June 11th was to confirm that the San ************ had reached out to her regarding the record release form. She at no point asked for a call back. Our Director of Patient Experience reached out to her today, June 27th and left a voicemail. Our San ************ also called her today regarding her medical records at which point she stated that she wanted them mailed since she it's too far for her to drive. She had not previously made this request on the records release form. Our San ************ informed her they would be mailing her the records.

  Our typical recovery time is 3 - 4 weeks for an AbEX, however there are patients who experience prolonged recovery and that is outlined in our consents. Everyone heals differently and we cannot control what symptoms you may have, how mild or severe they may be or at what speed you will recover from AbEX.
  

  We ask that ****************** would like to discuss her case further that she contact our Director of Patient Experience. We look forward to speaking with her.

  
  Best,
  Sono Bello

  Customer response

  07/03/2024

   
  Complaint: 21616477
  
  I am rejecting this response because:

  The responses provided I feel have deterred away from my main point of contention with the Sono Bello company by focusing on missed calls and paperwork timelines. The Director of Patient Experience, ***************************** and I are now communicating via email to reduce the lost connections. I feel the Sono Bello company should implement standard protocols so prospective clients can make informed medical decisions.

  I don't think the Sono Bello company should be able to claim a 3-4 week recovery for the AbEx procedure. Wearing a restrictive garment for 12 weeks is not resuming normal activities. I provided with my last BBB response a document that outlines this garment use that I received after my procedure. I woke up with this garment being new news to me and I feel this is one of many points that should be disclosed at the time of the consultation appointment so the client can make an informed medical decision. Online ****** searches have shown me that many other people are extremely dissatisfied with the lengthy recovery process they experienced, therefore I don't believe my experience to be unusual.

  I want the Sono Bello company to implement procedures so the client can make an informed medical decision during their consultation appointment. As we have previously discussed, the salesperson I had my consultation with, lied to me when I specifically asked about the scar I would be left with. This should never happen, this isn't something a client should have to figure out for themselves reading documents provided on the day of their surgery. The Sono Bello company should be forthcoming with this information so a client can make an informed medical decision during their consultation. The Sono Bello company utilizes graphics on their website and in pamphlets showing before and after images. In these images the before pictures show the client in string bikini bottoms showing all their imperfections and the post pictures in thick bikini bottoms hiding the scar they are left with, this isn't something I picked up on until after my surgery. In my general experience plastic surgeons and medical facilities provide their clients with photographs and provide all the information upfront of the scars and unfavorable outcomes that *** happen in their consultation appointment so the client can make an informed medical decision. It is not ok that the Sono Bello company is not forthcoming with this information and in fact hides it behind thick bikini bottoms.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/13/2024 I met with Sono Bello in ********** ** to get a consultation. I was told all the areas that I could have done and was asked to pay the Deposit to secure my procedure. I did that and proceeded to schedule my procedure. I was asked many many times to pay the remaining balance to receive an additional discount of $1000. I then went to the scheduled pre opt appointment, (coming from out of town and stayed in a motel for two nights and brought a driver because the procedure was to be done the following day). When I went to the pre opt appointment and met with the surgeon, she reviewed the consult sheet and informed me that there were several areas that she did not have experience in. She then went on to say that she could not do the procedure. At that time, after meeting with the surgeon and based on her recommendations for my safety and health, the procedure was cancelled. I have asked for my money to be refunded due to the fact that the contract was signed based on the understanding that all the areas were able to be done. Also, I have attached the contract that says that the deposit was forfeited if cancelled BEFORE the pre opt. I attended the pre opt appointment and was told that they could not do the procedure. The surgeon went as far as saying that the person that did my consult, this was typical for her to over promise things that could not be done. This was, in no part, fault of mine. When they would not refund my money, it was suggested that I file a dispute with the credit card company that I paid the deposit with. When I followed back up with **********, she said that since a dispute was filed, she could no longer work on my behalf. I have all the emails and the paperwork from the consult. I just want my money back.

  

  Business response

  05/09/2024

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional. Our Practice Manager has been in contact with **************** to address her complaint and her disputes. We have already refunded one of her paid transactions we are however waiting on her bank to resolve the other dispute case. **************** has called them and withdrew the dispute and we are waiting for this to hit our system. We will continue to partner with **************** to resolve her concerns. 

  Best, 

  Sono Bello

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 22,2024 the manager of s Sono Bello ****** location left me a message telling me If I don't remove my online review of an estetician at this location, then I will not complete me service, venus ********** A few weeks ago I wrotes a review on ****** about an estetician who was late for my appointment by 15 minutes. I was offered 2 free appointment as a courtesy.Today I also received an appointment reminder for 12:15 pm on April 25,2024. Meanwhile two weeks ago the appointment was scheduled at 11:45 am on April 25, 2024. I have a total of 6 ***** treatments remaining.this include the two free treatments.

  

  Business response

  04/24/2024

  Thank you for contacting Sono Bello. We are sorry to hear ****************** experience has not been exceptional, our Director of Patient Experience has been in contact with ****************** to address her complaint. They 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

  05/01/2024

  the matter has  been resolved by offering me a refund on the unused Venus ********* in the amount of ****** and a ****** gift card.

*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. ↩