Complaints
This profile includes complaints for Sono Bello's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 617 total complaints in the last 3 years.
- 194 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had surgery at sonoBello in *******, ********. And paid $14,000 for the procedure, which is called an Abex. My procedure lasted almost 8 hours,and through having it done I had to tell the surgeon that it was hurting me. My stomach was burnt badly and it end up infected. I was supposed to be able to do things after a few weeks. I was down for almost 5 months. I list my entire summer with my grandkids. I couldnt get in any water due to a hole in my stomach and an infection I got. I had to wear stretchy clothes for 5 months. I couldnt even be intimate with my husband. It hurt so bad for months. I had to make extra trips to *******,wich is almost 2 1/2 hours 1 way for me to drive. I had to go to the er. I had to be put on another depression medicine. And I started smoking. Ive been severely depressed since Ive had this done. The surgeon that did my surgery is no longer there. Ive been emailing people that work there and no one will return my emails. I paid $14,000 for something that scarred me for life. All I wanted is for them to help me with my bill. I did not want a refund. Just for someone to take responsibility for what happened. Treat people right. I understand things happen, but please acknowledge me and SonoBellos mistake. I do have plenty of pictures.
Business Response
Date: 11/12/2023
Thank you for contacting Sono Bello. Our Director of Patient Experience has been in contact with ****************** and they have reached a resolution. We ask that if ****************** has any further questions that she please reach out to her directly.
Best,
Sono Bello
Customer Answer
Date: 11/13/2023
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
Date:11/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/7/23 I had my pre- surgical evaluation. I told the nurse that I was concerned with the ***** because I didn't want a scar and I believed that I didn't need that procedure. So when the doctor came in, she agreed that the ** EX wasn't necessary, that she "thinks" I "will be fine" I'm 5'3" 156lbs. So, when she's taking a look at my stomach, she notices a small hernia in my belly button, the nurse took note of it. Besides, her saying that she "thinks" I "will be fine" without the ** EX, I was not sure that the end result would be what I'm expecting, I left worry about the hernia, so the next morning I brought it to my primary doctor, and he recommended to have the hernia removed before having any liposuction in that area. So, I drove to the Sono Bello office and informed them that I would be canceling my surgery and the reason why,. The front desk lady said that I will be contacted over phone. When the lady called me she told me that because the surgeon cleared me to do the procedure with the hernia I was not going to get my refund. I explained that my primary doctor recommended to get the hernia removed, which I've already been referred for the hernia removal surgery. She made it sound that I got "cold feet ", not know that I've been waiting years to improve my stomach appearance. So, no I'm not afraid at any surgeries, what I'm afraid of is having someone that just talked to me for maybe 30 minutes and really not showing any concerns about my hernia and my high blood pressure. The nurse said that I would be given high blood medication, but my blood pressure is always high. So, I really would like my deposit back, not because they think I got " cold feet" but because I care about my health and what my primary doctor says.Business Response
Date: 11/12/2023
Thank you for contacting Sono Bello. We are sorry to hear ************** will not be moving forward with her procedure. Our Practice Manager has been in contact with ************** and they have reached a resolution. We ask that if she has any further questions or concerns that she please contact her directly.
Best,
Sono Bello
Initial Complaint
Date:11/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had laser lipo done in April of this year, and I am extremely disappointed and depressed about it, I look worse and deformed, I waited to complain until I finished all 3 ***** treatments to see if that helped and it didnt, I was supposed to have my 6 month post op appointment but was told twice they only do those on certain days and cant do them at time I need which would be 5:00 pm or later and there supposedly open until 6 so why cant I have a appointment at 5, I highly recommend to anyone NOT to this and I have ALOT of family and friends that wanted to come for consultations if I liked it but I have to tell them no, loved everyone there and the surgeon but results after paying that much money absolutely not :(Business Response
Date: 11/07/2023
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 contacted ******************** to address her complaint and we have her scheduled to come in and meet with our surgeon. We look forward to seeing her soon and continue our partnership in achieving her desired results.
Best,
Sono Bello
Customer Answer
Date: 11/19/2023
They did not resolve my complaint, how can the case just be closed ? I went to there office Saturday November 18th & pretty much I was wrong they were right, I know the nurse in the room with the surgeon could tell I was trying my best to not cry. But I did cry all the way home and all day that day, he tried to tell me there was nothing wrong that I look great Im not sure what he think looks great but its not my stomach I look deformed and horrible.Business Response
Date: 12/04/2023
Thank you for contacting Sono Bello. We are sorry to hear ******************** is not happy with her results. Our Practice Manager reached out to ******************** to schedule her with a different surgeon for a second opinion, but she was unsuccessful in reaching her. We ask that she please contact our center at her earliest convenience.
Best,
Sono Bello
Customer Answer
Date: 12/07/2023
Complaint: 20826777
I am rejecting this response because:
Is it a different surgeon from sonobello? Because If that is the case , Im pretty positive there going to agree with your other surgeon. I am a very nice person and absolutely never complain but I spent a lot of money for nothing I look deformed and am extremely extremely depressed from this procedure all I do is cry.
Sincerely,
*************************Business Response
Date: 12/21/2023
Thank you for contacting Sono Bello. As stated in our previous responses we are sorry to hear ******************** is not satisfied with her results. We are committed to our patient's satisfaction and for this reason we offer 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 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. Since ******************** already met with her original surgeon we are offering to have her meet with a different surgeon for a second opinion.
Our Practice Manager has again attempted to reach ******************** after she rejected our previous response but she was not successful in reaching her. In order to address her complaint we need to be able to communicate with ********************, we ask that she please return our calls.
She however is not due a refund. As our Financial Agreement which ******************** signed and initialed state We have carefully explained to you the elective nature of this procedure. You have been informed of the risks of this procedure. Please be advised that we do not offer post-procedure refunds under any circumstance. We look forward to hearing from ******************** to discuss her options.
Best,
Sono Bello
Customer Answer
Date: 01/11/2024
Ive been sick but better now
I dont see what a different surgeon from sonobello is going to do because I am sure all surgeons stick together there but I will see them but I work from the time you open until the time you almost close so if you can email me a appointment time because its hard for me to talk on the phone while at work *******************
Business Response
Date: 01/28/2024
We are glad to hear ******************** is doing better. Our Practice Manager reached out to her and scheduled her to meet with our surgeon for a second opinion. We look forward to seeing her soon.
Best,
Sono Bello
Initial Complaint
Date:11/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had lipo of upper, lower and waist plus skin removal on April 13 2023 at the ************ location. Let me start by saying the staff there are great very friendly and make you feel comfortable. ********************* was my surgeon he was also great very friendly and had great bedside manner. But my complaint is that I paid over $12,000 for this surgery and the result is not what it should be. I went in today for my 7th visit to this office which is over 2 hrs from my house both ways thats if traffic is good for appt s that very well could have been done virtually, I have spent so much money on gas, and I have to take time off work ever single appt.The day of my surgery he was doing his ******** and completely forgot to mark my upper abdomen which has had no change the nurse had to remind him that I was getting that done also.biggest complaint and insecurity right now is my belly button area I now have a shelf like issue above my belly button and its uneven, every time I look at myself in the mirror thats all I see is the shelf.My appt today was about it and getting a revision done.of course his answer is that it was just skin hanging over my belly button. But he could have fixed it had he done a new belly button. Which he asked if I wanted before we started and I said if you see that I need it go ahead. Well come to find out he doesnt even do that surgery so had I said yes out right what would he had done then? Then today he brings up and asked if I have done my complimentary Venus ********* yet? Well know cause no one told me about that and thats when he starts saying all the other options I have non evasive, and I am 2.5 hrs away I did surgery so it could be done in one shot. I have seen pictures I woman bigger than I was that had flat stomachs as a result thats all I wanted I didnt expect perfect but I did expect to be content and happy. Im not saying anything bad about the staff or the surgeon they were really great but I deserve to be happy for the money!Business Response
Date: 11/19/2023
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. As our Satisfaction Commitment which **************** signed 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.
Our Practice Manager attempted to contact **************** to schedule a her for a second opinion with a different surgeon. We could also complete her ***** treatments for the same day. We ask that **************** please return her phone call so we can discuss the options available to her. We hope to hear from her soon.
Best,
Sono Bello
Customer Answer
Date: 12/02/2023
I called ********************* the practice manager back on 11/19 . As of ****** I am waiting to make an appt with a different surgeon to fix the area. I cant say this is resolved yet until I find out the answers on that .Customer Answer
Date: 12/15/2023
I have contacted the office manager by email multiple times to try and set up my next steps but she has not responded to a single one.
she said that I could go up to the office and get a second opinion with another surgeon, and to take my time deciding which one. So i emailed her to let her know my chioce so I did and I asked what I need to do next but I havent gotten an answer
Business Response
Date: 12/21/2023
Thank you for contacting Sono Bello. We apologized for the delay in response, we recently underwent changes in management. A member from our management team reached out to **************** and have scheduled her to come in on January 12. We look forward to seeing her.
Best,
Sono Bello
Initial Complaint
Date:11/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/1/2023 I was verbally insulted, humiliated, and traumatized by the nursing and assistive personnel. I will never return due to the embarrassment and poor bedside manner. Please educate your staff not to share their personal opinions and be respectful of ALL people.Customer Answer
Date: 11/03/2023
Spoke with **** from patient experience. She sent me a 250 retail gift card and I am still waiting for all my money to be returned. This will never never be enough for the amount of embarrassment or humiliation I endured.
Customer Answer
Date: 11/04/2023
Email sent to *******
Hi,
As I am thinking, ***** never came back into the room only for a second while ***** and ******** were bullying me and trying to talk me out of it getting the procedure done, by telling me how good I looked and maybe Sonobello was not for me. ***** walked out, while ******** stayed and said, " I am going to see what we can do to help get your procedure done at ********************************* provided practice". Why did they do this? Why? Don't they get a discount to have any procedure they want... Why would they humiliate me like that...
****, I do not want the gift card. It will never compensate for what they did!! I still have to find someone to do my surgery. I pray that ***************** will do my surgery, after all this unnecessary mess. Also, I pray that I can afford the out-of-pocket cost. The financing made it easy for me to afford the procedure. Now I no longer have that option because of your staff.Business Response
Date: 11/19/2023
Thank you for contacting Sono Bello. We are sorry to hear ************************ experience was not exceptional. We have refunded ******************** in full. Our Patient Relations Manager has been in contact with ******************** to address her complaint. We ask that if she has any further questions or concerns to please contact our Patient Relations Manager.
Best,
Sono Bello
Customer Answer
Date: 11/19/2023
Complaint: 20815355
I am rejecting this response because: **** has not been back in contact with me. I contacted ****, with more concerns and did not hear anything further from her. This business is unprofessional and caused me a lot of unnecessary emotional and financial stress. I want to know the about how she educated her staff about appropriate and professional behavior. **** also mentioned taking my reviews down.. NEVER.
Sincerely,
*******************************Customer Answer
Date: 11/19/2023
********* was also one of the unprofessional people this complaint is about please give these complaints to a more professional person. ********* is not in management so it is inappropriate for her to even respond.Initial Complaint
Date:11/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
How can a person be turned away from service if had miscarriages more than 33 years agoBusiness Response
Date: 11/21/2023
Thank you for contacting Sono Bello. We value our patients safety and wellbeing and for this reason we would not jeopardize anyones wellbeing when they do not meet our medical criteria. There are many factors that are taken into consideration when determining if a person is a candidate for our procedure. This has been previously explained to ************************ in September of this year. Our Patient Relations Manager also attempted to contact her multiple times via different methods after receiving this complaint, but she has not been successful in reaching her.
We wish ************************ the best in her transformation journey, we are sorry that we could not assist her with this.
Best,
Sono BelloInitial Complaint
Date:10/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a consultation on the 9/26/23 at sonobello in ***** To get a liposuction on 10/25/23. l paid $3000 for down payment,after a week later l called the office to cancel my surgery because of my health issues.(low iron.)I received a phone call from a nurse from ************* asking for a proof of my blood lab, and a letter from my physician. l emailed everything they need but l haven't received any response from them till today. I am still waiting for my refund.Business Response
Date: 11/05/2023
Thank you for contacting Sono Bello. We have been in contact with ************** and have reached a resolution regarding her complaint. We ask that if she has any further questions or concerns that she please contact our center.
Best,
Sono Bello
Initial Complaint
Date:10/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/25/23 I had a medical procedure at Sono Bello with Surgeon Dr. ******************* at their *******, ************** office. At my one week post-op I had minor issues with my belly button and had to wet-to-dry over it for another week. Then a part of my incision which went all the way across my lower abdomen started to turn red, burn/hurt a little and a small part opened and was oozing out some pus and blood. I was seen in clinic multiple times, asked repeatedly to see the actual doctor and not the contract part-time medical assistant as I was afraid I had an infection. He refused to come to the room to see me and instead relied on photos taken by the Medical Assistant. This "infection" continued to get worse, I was then given a prescription OINTMENT and no antibiotic despite requesting it. I had to call late night on a weekend because I was feeling sickly, ************** called me back and said I was fine when I asked if I should go to the *** He still insisted I did not need an antibiotic. Fast forward to 10/2/23 I was in such bad shape that he finally agreed to send an antibiotic, but I was so sick at that point and he said if I was sick then it was something else not related to this infection and to see my primary care or urgent care. I went to UC and they sent me to the ** immediately. I spent the night in the ** waiting for a bed and was admitted with severe infection, put on IV Vancomycin, multiple rounds, had to have wound opened/cleaned out by surgeon at hospital. Was there until 10/5/23. Went home with a drain and f/u with wound doctor. As of now I still have an open wound and my husband has to pack the hole under my skin 2x a day. It's going to be at least 6 weeks before it is healed and then I have to pay a plastic surgeon to close the wound. I want refunded for my procedure at Sono Bello + compensation for missed work & medical expenses. The Assistant Mgr said the Mgr would contact me yesterday and i have heard nothing. I am waiting on Medical RecordsBusiness Response
Date: 11/16/2023
Thank you for contacting Sono Bello. We are sorry to hear ****************** experience was not exceptional. Unfortunately, as with any surgical procedure infections are a known risk. Our Director of Patient Experience has been in contact with ************** and they have reached a resolution. We ask that if she has any further questions that she please reach out to her directly.
Best,
Sono BelloCustomer Answer
Date: 11/24/2023
I am awaiting a check from them for my procedure refund and additional medical expenses. Until I receive that, I do not agree this is resolved. Once I receive the check, it will be a closed case.Business Response
Date: 12/04/2023
Thank you for contact Sono Bello. ****************** check was issued on the 17th and she was informed of the time frame in which it would be delivered. We ask that if she has any questions that she please contact our Director of Patient Experience.
Best,
Sono Bello
Customer Answer
Date: 12/18/2023
I accepted a full refund plus additional compensation to stay quiet.Initial Complaint
Date:10/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Charged for several procedures that were not done at all or not to standard promised. Took 9 months to get someone to confirm and listen to complaint and have now been put off for 18 months on a resolution with absolutely no date. Yet that collected the money August of 2022 ($20,000.00+). Won't even return calls or answer the phone.Business Response
Date: 11/21/2023
Thank you for contacting Sono Bello. We are sorry to hear ****************** is not satisfied with her results, patient safety and satisfaction are our top priority. 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 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.
Our Practice Manager was able to speak with ****************** and they have a plan to move forward. ****************** is currently scheduled for her touch up procedure in January ****. We ask that if she has any questions or concerns we ask that she please contact our center.
Best,
Sono Bello
Initial Complaint
Date:10/30/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Beware!!! I went for consultation and didnt see a doctor but a salesperson. She showed me her stomach since she had the same upper ab lower ab and waist procedure. I said thats what I want, a flat stomach like yours. She didnt say it cant be done. Instead, she assured me that the surgery will give me the results I want. When I signed the contract, she told me what Im signing and not once, mentioned the cancellation policy. In fact, she scheduled the pre-op appointment and procedure back to back. On my pre-op, I saw the Dr and he indicated that due to my age and having children, I wouldnt get the results Im looking for. Now, these are 2 completely different and contradicting information. With this I cancelled my procedure and was advised that I wont get the full refund. I was told its because I didnt cancel the surgery with enough time to reschedule another person. How could I, when they scheduled my pre-op a day before the surgery with no indication that it would cause any issues if I wanted to cancel the procedure?I must have called a dozen plus times and requested to speak with the regional manager regarding my full refund. Every person I spoke with, promised a call back within 24 hours. NO ONE called me yet!This is not the way to do business in an honorable way. Had I seen the doctor at my consultation, I wouldnt have gone through with this.Im requesting from Sono Bello to make it right and refund my entire payment immediately. This has been an unpleasant and stressful ordeal that could have been avoided; if Sono Bello had set initial consolations with a doctor rather than a salespersonBusiness Response
Date: 11/16/2023
Thank you for contacting Sono Bello. We are sorry to hear ********************** experience has not been exceptional. Our Practice Manager contacted ****************** and they reached a resolution. We ask that if ****************** has any further questions or concerns that she please contact her.
Best,
Sono Bello
Customer Answer
Date: 11/17/2023
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,
***********************
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