ComplaintsforSono Bello

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for 8 Venus ****** treatments. Told treatment needed weekly x8 weeks. Paid for tx with first appt same day. When I arrived, 20 minutes prior to scheduled time, received call that need to reschedule for 2 hours later, explained I could not reschedule, receptionist on phone repeated need to reschedule. I then requested office manager. I was transferred and then told they would give me appt at scheduled time. Completed 1st tx and then told that there was not any available appointments for the next 3 weeks. I was, however, told that I needed to come weekly to see results. I only selected procedure due to timeline of results and procedure. Now they are saying I need to wait and start over in 3-4 weeks when appt is available. I was also told mild redness and swelling after to, but left with severe ecchymosis after 1st tx. I should be reimbursed due to inability to schedule per their recommendation as they had me pay, without having appointments to be able to schedule me for weekly treatments. Photo of post 1st procedure bruising. This is very concerning as well, but not as upsetting as the poor business with payment, but inability to schedule as instructed.

  

  Business response

  06/06/2024

  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 and aesthetician have attempted to contact ****************** on multiple occasions after receiving her complaint but have been unsuccessful in reaching her. We ask that she please contact our center so we can discuss her case. 

  Best, 

  Sono Bello

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother and I both had a surgery done and the results are awful. After MULTIPLE attempts to connect with our doctor or the manager, we finally got ahold of her. They continued to say they would call us back and we had to follow up each time. Finally, when we got ahold of her (because we called corporate) we worked with the manager of the location and she offered us our money back or to go back under. We met with a new doctor (she said hes called the fixer bc of issues like this- which shows this place has lots of issues). He was so rude, dismissive of our concerns of our prior surgery, and in no way would we feel safe going back under with him as our doctor. The nurse also said doctors here do not like patients from *********** where we are from- which is VERY concerning. We have called the center 3 times to get our money back- which was promised and no one has called us back. Weve tried to get ahold of someone higher up to help but get sent back to the manager of the ************ location with no help. We have so many instances where we are concerned that this is unsafe and a fraud but taking so much money from People. Theres just not enough room to type it all. Wed just like our money back so we can move past this horrible experience.

  

  Business response

  06/06/2024

  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 Director of Patient Experience has reached out to ************** to discuss her complaint. She will continue to partner with ************** on reaching a resolution. We ask that if she has in any questions or concerns that she please reach out to our Director of Patient Experience. 

  Best, 

  Sono Bello

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was lied to about the services provided I now look worse than I did before surgery. They are running a very scary business it made me feel like I was in a third world country. They couldnt even place an Iv on me and the pain was excruciating. I felt everything and I was lied to about that as well. Ever since the procedure I have been suffering from depression and severe anxiety and have had to go to the er due to the anxiety. Its caused severe trauma since I feel like I was butchered and I feel like they should be shut down. They are doing this to many people I have seen their reviews and people are very upset after going there. I feel like they need to be checked out for safety as there has been a death linked to one of their locations. I would like a refund so I could go to an actual place that is reputable and knows what they are doing. I tempered the doctor saying its hard to numb the area sound the belly button but that was while I was already under the procedure.

  

  Business response

  05/31/2024

  Thank you for contacting Sono Bello. We are sorry to hear ****************** 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 which ****************** signed, this commitment states "We understand that no physician can specifically predict or guarantee the final result with a cosmetic procedures. Despite the skilled work of our surgeon 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 surgeon's 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 the surgical facility fee of $2,495." We contact ****************** after receiving her complaint and discussed her concerns. She stated she did not feel like her surgeon was a good fit for her so she will be meeting with a different surgeon to address her concerns and evaluate her results. ****************** was scheduled for next month, and we look forward to seeing her. If she has any questions or concerns we ask that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Sonobello for a procedure I canceled within days of making the appointment on March 20. On March 25, I canceled the procedure with the office of W. ***********, **. I did not receive a credit to my Amex credit card. I called again on April 23, and they said they would take care of it. Then, I called again on May 1st, and I was advised that I needed to contact the corporate headquarters, which I did on 5/6 and left a message; there was no callback, and then I called again on May 7 and I was advised that they would credit me right away. I called again on May 15 and was told they would let the manager know, and I should receive a call. No callback; I called again on May 20, and they left another message to have someone call me back. Here it is almost three months with no credit to my Amex, which I getting charged interest.

  

  Business response

  06/05/2024

  Thank you for contacting Sono Bello. Our records indicate ******************** refund has been issued. We contact **************** for confirmation and she stated she had received it. We apologize for the delay and ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dont know what has happened to the ******* location, but this visit was a mess . I had the 360 tri sculpt with lipo, hips, waist abdomen. My primary care doctor was concerned with my procedure. I requested a second opinion from Sono Bello. The Dr. I saw at Sono was NOT who I scheduled to see. There are issues with my results, its evident. The Dr. I did told me to go see a plastic surgeon, but I had a tuck!!?? I close my eyes when I listen to some people because Im dyslexic. The Dr. was so insensitive asked me if i was listening to her. The disrespect was almost discriminatory. It is clear that my stomach and waist needs other correction. It appears, they dont know what to do. The office was unorganized and I sat in the room unaware that I had to wait for a procedure to be done before I saw a random Dr.. I live 2 - hours away. Why did you schedule me at 7 :15? Why did I not see whom I was scheduled to see? My Dr. left for retirement. It is clear he took all the integrity with him. I was told I would see the Dr most familiar with my previous doctors work, they worked together for years. I have the texts to prove this. I was told ** wait about ***************************************** Nope. When I reminded them I was there. A gal in back spoke to me like Im an idiot. ( this was not my nurse) I asked if they forgot about me, I was then was I told a procedure had to be completed before I was seen. The scheduling was awful and the office was full of anxiety. My 13 year old was with me and even she could not beleive how rude this girl was to us. Yes - in front of my child. I was already pushed back an appointment date after my 6 month when my original Dr. left. Almost a year now - and no ETA on resolve. I cannot imagine this situation will get better . I dont trust the current situation at all. Front desk acted like questions annoyed them. Didnt appear they like what they do. The demeanor of most of the staff was uncomfortable.

  

  Business response

  06/04/2024

  Thank you for contacting Sono Bello. We are sorry to hear ********************** experience has not been exceptional, patient safety and satisfaction are our top priorities. For this reason we offer our patients a 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 surgeon and a successful procedure that provides a cosmetic improvement, beauty is in the eye of the beholder and dissatisfaction can occur. Should you find your results to be unsatisfactory, your surgeon would like the opportunity to evaluate your results. If your surgeons evaluation determines your results to be deficient, we will touch up the area at no cost to you. ****************** met with one of our other surgeons since her original surgeon had retired. Our surgeon agreed to do a touch up procedure, however, our surgeon felt that everything ****************** was asking for would give her worse results and not better. This does not mean our surgeon is not confident in her work, it just means she did not want to over promise and under deliver. We understand if ****************** was not happy with this, and for this reason our Practice Manager has been in contact with her to set up a second opinion at another location. ****************** has been informed that our ******** location will be happy to have her at their location. We look forward to our continued partnership with ******************. We ask that if ****************** has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

  Customer response

  06/05/2024

   
  Better Business Bureau:
   
  I am finally in contact with the Raleigh manager and no longer have to deal with the clerical  staff there. I am currently waiting for the *************** to reach out.  It is not so much resolved as it is in limbo. 
  

  As Sono Bello stated worse results and not better. Which falls in line with what my initial complaint stated , they are not sure how to fix it. This is not a matter of beauty. It is a realistic  matter of balance and  some un proportioned  sections of the procedure area . The   Raleigh manager  is diligently making an effort to resolve this. And I appreciate that, now we are communicating. 

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $11,000 for a procedure. $2500 was given as a deposit and $8500 before the procedure. I was scheduled for a procedure and was not cleared by my doctor for the procedure. ******* assured me that in the event of not receiving clearance all monies would be returned. Fast forward to the expected date of my procedure, I am not cleared by my doctor. The nurse (******) is the one who calls me on the date my procedure was scheduled to occur to let me know she spoke to my doctor and I was not cleared. I speak to ***** (a manager) who assures me I will be refunded in 2-3 weeks. ******* (patient consultant) who promises results that are far different from what the doctor says (but you don't actually see a doctor until after leaving a deposit) calls me to say that I need to reschedule or I will lose my deposit because my doctor cleared me. It's important to note that at this point my doctor hasn't even received my bloodwork back; there's no way he could've cleared me. This is her calling me after I emailed to ask in what manner my credit would be issued. I ask to speak to *****, the manager, who I was on hold to speak to when ****'s call came in. **** tells me ***** is not in the office on that day. Mind you, the front office staff put me on hold to wait to speak to *****, which of course I bring up. Eventually I speak to *****, who I was told wasn't there that day and she is saying there is no record of me not being cleared. This is a week after she said I would be refunded in 2-3 weeks. The nurse from SonoBello is the one that called me to say I was not cleared. 3 weeks have passed and 1) I have not received a refund. 2) ***** the manager I emailed 2 weeks ago about it has still not replied to the email. 3) Neither ***** or ******* are ever available when I call. After 3 weeks, I spoke to ***** again who gave me more run around and said the process would be started after approval from clinical staff. This is the same statement that she gave a month ago.

  

  Business response

  05/17/2024

  Thank you for sharing the concern.  After review of the chart, it appears ******************** was required to obtain bloodwork prior to proceeding with her upcoming procedure.  The results were not obtained in time for her scheduled surgery therefore her procedure was needing to be postponed. ******************** was not denied candidacy from her PCP but was not wanting to proceed with scheduling a new date for the procedure due to her work restraints.  We had agreed to refund less our non-refundable deposit and apologize in the delay in getting that processed.  We have since spoken with ******************** and in good faith agreed to refund the full amount due to never having obtained a full clearance.   

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had several fat removal procedures done at Sono Bello and paid them 10000,dollars for these surgeries. they chagred me additional $4000 for a service that was not performed that I wanted and they decided not to do so I should get a $4000 refund. The $4000. was to tighten the loose skin and relocate the belly button. that was the sole purpose of the additional $4000

  

  Business response

  05/30/2024

  Thank you for sharing the concern.  After review of the chart, it appears **************** in fact received all of the services he purchased.  The $4,000 was for the Abex procedure that is skin removal, which was in fact performed.  The Practice Manager has spoken with the patient and confirmed this with him. however, the patient feels that because his belly button was not repositioned as part of it that it was not complete.  Belly button translocation is only done in certain circumstances with our skin removal procedures and **************** did not require it.  We have offered for him to come and meet with the surgeon if he in unsatisfied with his results, but **************** declined.      

  Customer response

  06/05/2024

   
  Complaint: 21723343
  
  I am rejecting this response.
  The reason I am rejecting this offer is because the surgeon **************** told me I had too much skin do to do a normal surgery and

  I would probably have a deflated balloon look in the groin area after the procedure. To get the best result he would cut the skin in

  the lower groin area and near the belly button and stretch the skin and join the parts together and move the belly to a new position

  so everything would look symmetrical. I was upset because this was not what I expected. I told him Sono Bello said I would get

  the results I was expecting without any additional costs. The patient representative was called into the pre surgery consultation

  because I was very upset that I would have to pay an additional $4000.to perform the procedure as the doctor said would result

  n a better outcome. I did not get the procedure done as I was promised.

  I paid the additional $4000 based on what I was told and now the claim the procedure they did perform should be adequate enough

  and I feel I was duped into paying an extra $4000. and not getting what I was expecting.

  The last nurse I spoke told me a little more skin taken off would have given me a better result.

  I believe I should receive a refund of $2000. Why because they didn't make it clear to me that the skin not 

  stretched further and belly button not being replaced was at the surgeon's discretion.

  ***************************

  Customer response

  06/05/2024

  Sono Bello responded to my complaint on may 27th, 2024. I am not satisfied withtheir solution to resolve the matter. The surgeon **************** told me I had too much skinto do a normal surgery and I would probably have a deflated look in the groin area. He saidto get the best result he is going to have to cut the skin at the bottom groin area and the belly button areaand stretch them and join the parts together and relocate the belly button. the procedure would add to the cost. The representative that initiated the contract came in because I was upset about having to pay more to get the procedure done . She said she would see what she could do for me. The final agreement was I would have to pay an additional $4000 and agreed to it and paid the additional $4000.I did not receive the procedure as the dr said he would do. After the surgery a nurse told me the the skin could have been stretched further and I would have a little better result, Since the skin was not adequately stretched and the belly button placed higher up. I am unsatisfied. I will settle for half of the requested $4000 and was willing to settle this matter for a return of $2000. I think this is a fair compromise.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I met with the consultant it was said in 3-5 days I could return to work. I met with Dr he said I needed skin removal. The pain and swelling they tell you nothing about. I ended up getting an infection 2 weeks after. Had to go to ER to get seen and ER called Sonobello and they wanted to see me the next day. They scheduled me for 12 I even called expressed I was in pain. Everything on my body is swollen. They should be ashamed.

  

  Business response

  05/24/2024

  Thank you for contacting Sono Bello. We are sorry to hear ****************** experience has not been exceptional, patient safety and satisfaction are our top priorities. We are sorry to hear ************** experiences healing complications, as with any surgical procedure infections are a possibility. This is something that is disclosed in our consent forms as well as during our pre-operative appointment. Our consents also state  that this is not a painless procedure and that discomfort will vary depending on your pain tolerance. It also states "You may experience pain, redness, swelling, drainage, skin discoloration, alteration of the natural skin texture (scratching, crusting), bleeding or bruising, blister or burn, skin contour irregularities and/or asymmetry, loose skin, persistent swelling, poor healing, nerve/muscle/blood vessel damage, scarring irregularities, persistent pain, allergic reactions or other complications related to surgery and/or anesthesia including death."

  Although we are sorry ************** is experiencing healing complications she is not entitled to a refund, our agreements which she signed and initialed state "We have carefully explained to you the elective nature of this procedure. you have been informed of the limitations and risks of this procedure. Please be advised that we do not offer post-procedure refund under any circumstance." We ask that ************** please stay in contact with our center and reschedule her post-operative appointment. We would like to partner in her healing process. 

  Best, 

  Sono Bello

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/21/2024 i had an in-person consult. i reached out to the business after failed attempts of losing my back fat naturally. I expressed and showed pictures of my weight lost and how my back fat is just stubborn and i wanted it gone, the rep assured me ii would get the ddesired look and including removal of my bra fat. on 3/25/24 after signing the agreement and paying my down pymt of $963.50 the surgeon that was to perform my surgery told me i was miss informed that i needed a back lift (never heard of ) and that service is not offered with that practice at all. she then left the room and returned to tell me that my money would be refunded. 42 days later and 4 phone calls later i have yet to receive my refund or at least a phone call update that it is being processed phone call back. The staff was very rude and dismissive. I was last in contact with them today. And still no reprieve.

  Customer response

  05/15/2024

  After receiving the compliant i filed with the BBB. I suddenly received a call from someone in their corporate office. Honestly the lady was nice and let me replay my version of the complaint. And after doing so she apologized and wanted to get in touch with her staff and promised to call me back within 48 hrs. At this point it had been 45 days so I'm fair and agreed. Well low and behold, she called me back the same day. Not only did she apologize again she comped me for the inconvenience. and the interest i was being charged on my credit card and she gifted me a digital gift card that i got via email the same day. i hate that i had to go through these measures but that's a lot of money for someone to disregard and not refund. stick to the golden rule, get a receipt and proof of refund before leaving. i trust to much.   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The original contract was signed and paid for on 1/19/23. The total was $13,000. It included a process for removing fat from my waist. Their pictures they took showed the area in the rear sometimes called "love handles". The cost for that procedure was $1,945. I had all three procedures done and went back several times for the post surgery visits. I had a visit with **********, the surgeon, on 25 Aug 23 and discussed the issue about the love handles, and his comment was that they could only remove the excess fat in that area and could not remove any skin. I was not informed about that when I was originally quoted. I went back again with my wife as a wittiness and we were told the same thing. Last visit was on Jan 23rd this year. At that time they offered more fat removal at no charge. I was acceptable to that. I set the date but they sent me a form to sign before they would proceed. The form was called "Satisfaction Surgery Agreement" which states that if after the next surgery I am still not happy, I cannot file any complaints. I refused to sign and they would not schedule the procedure, I asked them for the return of the funds for this procedure, $1,945. They refused so I filed a claim with the CC company. The CC company originally issued a refund but later after replies from Sono Bello, the CC company denied the refund. I am just not happy that they did not fully explain the process regarding the "love handles"

  

  Business response

  05/21/2024

  Thank you for contacting Sono Bello. Our Practice Manager has been in contact with **************** and they have reached a resolution. We ask that if he has any questions or concerns that he please contact our center. 

  Best, 

  Sono Bello

  Customer response

  05/21/2024

   
  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,
  
  *************************

*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. ↩