Complaints

This profile includes complaints for Sono Bello's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sono Bello

  1200 112th Ave Northeast Bellevue, WA 98004-3817

  
• 

  Sono Bello

  200 Crossings Blvd # 350 Warwick, RI 02886

  
• 

  Sono Bello

  210 Washington Avenue Ext Ste 104 Albany, NY 12203

  
• 

  Sono Bello Hartford

  175 Capital Blvd Ste 100 Rocky Hill, CT 06067

  
• 

  Sono Bello Body Contouring & Facial Aesthetics

  450 Mamaroneck Ave Ste 101 Harrison, NY 10528

  

The 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:09/22/2023

  Type:Service or Repair Issues
  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.

  August of this year I paid **** dollars to schedule an awake lipo surgery. I had a few health problems and asked *** in ***** to hold off on scheduling my pre op appt and surgery. In September of this year I called Kat in the ***** ** office and told her that I wanted a refund and changed my mind about having the surgery. She stated they will only refund me **** dollars. They keep **** dollars because I changed my mind. As a Nurse, I feel this is wrong on so many levels. I had no service done , no consult with a Dr. I changed my mind and Sono Bello keeps **** dollars of my money. This is one of the reasons why their reviews are so bad. This is highway robbery. For anyone its a big loss to lose so much money but At 60 years old , its devastating.

  

  Business Response

  Date: 10/04/2023

  Thank you for contacting Sono Bello. We are sorry to hear ************** will not be moving forward with her procedure. *** has spoken to her and we have refunded her in full. We hope her the best and if she has any further questions or concerns we ask that she please reach out to our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/12/2023

  I spoke with *** with Sono Bello but there has been no refund.  

  Customer Answer

  Date: 10/24/2023

  Refund received in full.  Thank you so much !!
  
  ********************** 
  

  
  

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  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 lipo surgery March 15, 2023 at Sono Bello in ************ and the Dr administered a very bad procedure which I had to contact patient experience. Talking to her **** she was very helpful and nice and told me she wanted me to have another consultation which I did and the first one **** what she felt was wrong on me but I can tell she wasnt comfortable in doing my surgery because her words were I wish I would have did your initial surgery. I spoke to **** again and she wanted me to see another surgeon because I was told that a surgeon have to approve it in order to get a revision. I seen another surgeon and she agreed that I needed a revision but when I call **** and the ************ location no response and ***** has been very rude in speaking too me. My surgeon was very aggressive which they dont put you fully to sleep and I was in so much pain and it was very hard for me to walk for about a month.The staff has been given me the run around and they have not only performed bad services but took your money and did bot honor the revision.

  

  Business Response

  Date: 09/22/2023

  Thank you for contacting Sono Bello. **** from our Patient Experience team has been in contact with ************************ and they reached a resolution this morning. We ask that if ************************ has any further questions or concerns that she please reach out to Abby. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 09/25/2023

   
  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:09/21/2023

  Type:Sales and Advertising Issues
  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 staples & stitches come out before they were supposed to. Had to make 2 extra trips there. Live almost 2.hrs away. Lost my ride and couldn't make my last appt. Told them my situation. They didn't care. Have swelling where there shouldn't be. Told them I could send pics. They said I had to come in. Keep telling them I can't. Just want some of my money back. Don't know what else to do. Hope u can help.

  Customer Answer

  Date: 09/22/2023

  I also wanted to add that they lied about the pain level and the down time. They said the pain was minimal & down time was very little. I was in extreme pain for 2 mos. Couldn't do anything. Down that whole time. Also was supposed to be 1 surgery. Ended up being 2. I went in Oct and was still layed up for Christmas. Ruined both my holidays. Very upset and disappointed. Figured I'd be up & moving in a couple of wks. Hope u can help me. 

  

  Business Response

  Date: 10/03/2023

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional, our top priorities are patient safety and satisfaction. Our center has been in contact with **************** and we have reached a resolution. If she has any further questions we ask that she please contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/05/2023

   
  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.
  
  ********************************************

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  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.

  9/5 liposuction was to be performed. I had a body area forced upon me and I did not want completed. I was told that an IV was a medical requirement in order for the procedure to be completed in case they needed to perform a life-saving retract of medication or blood transfusion. the surgeon observed that the IV was not in my vein but had came out stated 3x times that it was all for show and just for looks at this point and they would continue with the procedure. She took advantage of the fact that I was under the influence of a narcotic and not able to fully understand the risk that I was undergoing. I was prepped for 3 separate body areas to and only two were done. I was not notified of this until a week after the fact. I was handled with such aggression and roughness that I was in undo pain and in tears within 5 minutes of the procedure beginning. I was told I was only hypersensitive and yelled at, she continued this treatment the entire process until I passed out from the drugs. I left the clinic without fitting compression garments, I did not receive a 24 or 48 hour check up as their policy indicates would happen, a week after the surgery I am 10 lb heavier than when I walked into their clinic and three times bigger. My belly is rock hard and huge. I paid ****** for process that was supposed to leave me with a slimmer waist and abdomen, I see Zero results. The surgeon only extracted 2L of fat from my stomach area, I have yet to be refunded the money for the areas that were not liposuctioned as agreed. I asked them to guarantee their work that I would see a result within the six month period and they decline to provide that assurance. I asked them about the medical requirement for the IV insertion and they declined to give me honest responses. They were negligent in my handling, put my life and risk, and charged me a whole lot of money for zero results.

  Customer Answer

  Date: 09/22/2023

  I did not have room to write entire account of events and I have pertinent information and other procedures that are questionable in legality.

  In July my nightmare began, I went to see Sonobello to begin the process for a tummy tuck. I arrived in office only to be forgotten in the lobby for 3hrs when I got up and left when I had enough. I called and complained about being forgotten and they issues me a credit towards my procedure for the inconvenience and this encouraged me to stick with them for the process. I discussed and argued the areas of liposuction I wanted completed, as I only wanted the upper and lower abdominal. I didn't need any other area and did not need the waist area as it is already covered by the upper and lower points as indicated in the body diagram they provided me. I stated that they were "double dipping by charging me for 3 areas when it's only 2 areas essentially that are being worked on and didn't agree with this and their assessment. I was told it HAS to be done as 2 separate body locations and they do not perform upper and lower alone, waist has to be included separately. With no choice I paid for the down payment and scheduled my pre-op to meet the surgeon. I notified them that I was a ex IV user and would require special attention if IV insertion was required for the procedure and they said it is required and would make sure to have a highly skilled nurse present. I immediately didn't like the surgeon as she was very impersonal, didn't make me feel comfortable, and made me feel like I had the biggest belly she had ever worked on and she wasn't sure it could be successful. I am only 215lbs at 5'9 and I know I'm not the worse ever encountered, but I had already paid the down which is non refundable and I was locked into completion regardless of anything at this point. The entire pre op was all about the surgeon and her concerns and I had barely any counseling on what to expect afterwards, how to self care properly and the minute she left the room I told the nurse my thoughts and she coerced me to relax that surgeon is just concerned and doesn't mean to come off as she did. I left the meeting with a changes agenda to it being separated into session for debulking over a 6mos period. I was told she feared my stomaches cavity was so large it wouldn't be able to properly be numbed and that with such a large amount of fat and skin being removed she feared the sutures wouldn't hold afterwards and rip/fall open in me. Scared, I agree and I thought I was relieved with this new planned process. I left not realizing I hadn't the slightest idea of what was ahead of me and Surgery is in 7 days. 3 days prior to surgery the surgeon passes messages to me demanding a variety of blood tests be completed. How am I going to get into a doctor's *********** with only 3 days notice? I printed out lab work that was completed 4 months prior and submitted it, she accepted it. 2 days til surgery and surgeon again demands another set of doctors forms be completed in order to perform my procedure... she want a doctor to sign a permission slip allowing me to have this work done due to me experiencing les edema even though I had already provided ******************************************************************************************* threats. All this required paperwork and doctors tests, permissions etc should have been asked for during the 1on 1 we had where i still had a week for preparing. I decided that I didn't want this surgeon performing the cutting portion of my tummy tuck and last minute changes my procedures to the 3 required upper, lower and waist, cancelled the tuck and added the thigh lipo in it's place. On 09/05 I arrived for my liposuction and spent the next 1.5hrs being stuck over and looking for a vein for my IV. I asked again if this was a 100% requirement for my procedure and they said yes, w/o it, no procedure that it is necessary in case they need to reverse anything that happens while in surgery that *** be life threatening. So I let them continue searching and finally success. I enter surgery room and they give me oral medication for a form of anesthesia, I was told due to my previous drug use history that they were giving me more than they give any other patient typically. I'm laying on the table where the surgeon is hovering over me and looks at my hand and observes that the IV is no longer in my vein, and proceeds to state to me and the residing nurse three times "well looks like it's just for show now, it's all for looks, We'll proceed". She took advantage of the fact I was under influence of narcotics she administered because without that IV if something went wrong they couldnt have helped me. No transfusion if needed nor reversal medication if oral anesthesia had negative affect. She begins the numbing process, and is handling me so rough and aggressively that I am immediately in pain. She is jabbing the cannula into my rib bones and the fluid( tumsecant) is being pumped in so fast that it is unbearable! I am bawling with tears streaming down my face and I'm begging her to slow down and to be a little less rough where instead of being empathetic and obliging this woman argues with me. The surgeon tells me she does this every day all day, that I am just hypersensitive and berates and yells at me for putting my hands on my abdomen cause that's her area and needs to be sterile. She write she inserted 6litres of lidocaine but really inserted 7 liters cause one bag was left over from previous days surgery. She prepped me for entire stomach and then I passed out. I found out a week later she never finished all stomache areas only 2. I had no idea. Why was I prepp d with the maximum amount of lidocaine a patient can ever receive and not have the entire procedure performed? She said she ran out of numbing agent. But again.... 7 litres was injected... maximum possible. Lies? I leave with no fitting compression garments because I swelled so big it couldn't fit and to hey were tight upon leaving. Surgeon only removed 4 liters entirely of fluid and fat from my body. 2 fluid and 2 fat. Why? 5 litres was allowable. I have no results at all. I'm huge,bigger than when I started and paid 10,,300 only to be tortured. They refuse to guarantee I will see a result after swelling passes. I'm horrified. 

   

  

  Business Response

  Date: 09/29/2023

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional, patient safety and satisfaction are our top priority. Our center has been in contact with ****************, she stated she is not happy with her results so far. We explained that she is still healing and that it hasn't even been a month since his surgical procedure. That she has to be patient with her body and healing process. We have also refunded her for the areas not treated. **************** requested to meet in person to discuss her experience, we are currently waiting on her to inform us of a date that she is available. We hope to hear from her soon and continue our partnership in her healing process. If she has any questions or concerns we encourage her to contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/07/2023

  That response from Sonobello is false. They have NOT refunded me for untreated areas at all. They also told me I must wait 1 YEAR!!! To see if I have any results! That's insane! I just don't know what to do with them so I haven't responded about when the meeting should take place. I'd like an attorney or someone knowledgeable to be present with me. They are not truthful and I have no power alone to do anything. 

  

  Business Response

  Date: 10/17/2023

  Thank you for contacting Sono Bello. As stated in our previous response to ******************** previous BBB complaint, we are sorry to hear her experience has not been exceptional. Our center has been in contact with her, she informed us that she had not received her refund check for the area not treated. We sent out the check on September 22, we gave her the option of transferring the funds to her checking account, we are currently still waiting on her to provide us with her checking account information. 

  Our Director of Patient Experience spoke with **************** regarding her experience and current results. She was informed that she is still early in her recovery, that final results will not yet be visible. **************** has a post-op check-up appointment set for December 1st, she was informed that if after this appointment if she she still not happy with her results we could set her up with a new surgeon since she is not comfortable with her original surgeon. This is part of our satisfaction commitment which **************** signed our Satisfaction 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. 

  Additionally, since **************** has now made us aware that she has a high pain tolerance and that she is hard to stick for IVs we will able to better meet her needs. As our consents state IV access is a precautionary measure we take, it is not a requirement for us to be able to perform the surgical procedure. Our surgical procedure are done under local anesthesia, they are awake procedures. We look forward to our continued partnership with **************** as we work with her to achieve her desired results. We ask that she please communicate with our center if she has any future needs, they are very responsive. 

  Customer Answer

  Date: 10/26/2023

  Sonobello is attempting to rectify

  

  Business Response

  Date: 11/02/2023

  Thank you for contacting Sono Bello. As **************** states we are attempting to resolve her complaint. We have attempted to contact her to confirm if she received her refund or obtain for ACH info. We would also like to rescheduled the appointment that was missed. We ask that **************** please return our phone call. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  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.

  medical facility provided subpar care after my procedure. ending up with a infection on the left side of my incision. facility seem interested in my concerns. plus not happy with the results.

  

  Business Response

  Date: 09/29/2023

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional, our top priorities are patient safety and satisfaction. Our Practice Manager spoke to **************** about her experience and concerns. Our Practice Manager arranged for **************** to continue her post care at our Long Island location.

  Best, 

  Sono Bello

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  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 my laser liposuction procedure in Oct 2022 performed by Dr. *********************** at the ****** ** location. During the procedure the Dr. at first told me he wasn't going to proceed unless I calmed down. I was admittedly nervous and shaking and it seemed the pre-surgery medications they gave were not working or were incorrect dosage.We finally started the procedure and while not painless, it was mostly bearable. Until the Dr. stated he would not be able to continue because he feared I had a hernia. We eneded the procedure and I went through my recovery. During each of the follow-up visits, I expressed concern that I was not satisfied with the results in certain areas. During this time I also underwent testing and Ultrasound to confirm there was no hernia, only scar tissue from a previous abdominal surgery. At my 6 month follow up I again expressed that I was not happy with the final results. it was at that point I was told I would need to consult a physician for possible revision but now I also ***** that ****************** was no longer a member of their team. Instead I had to meet with a new surgeon, ******************. He agreed I needed revision on the areas and would send his recommendation up for approval. This was July 21, 2023. As of Sept 7,2023 I had still not received any feedback, approvals, or scheduling calls. I finalyl called back and was told they would be in touch. On 9/11/23 I finally received a call to be told that ****************** would no longer be allowed to perfrom a revision, that I would now need to travel up to ******** **, meet with another surgeon and start over. I said this was unacceptable, ****************** agreed to the surgery and to do it in ****** and ******** was not an optin for me, and that I did not want to start over again. I asked for a refund. They called back 9/12 and left a message they were able to "convinve ****************** to to the surgery in ******". At this point I am no longer comfortable with the option or that the Dr. had to be persuaded.

  

  Business Response

  Date: 09/20/2023

  Thank you for contacting Sono Bello. We are sorry to hear **************** is not satisfied with her experience and results, patient safety and satisfaction are our top priorities. As our Financial Agreement which **************** signed and initialed states we do not offer post procedure refunds under any circumstances, this is because we are committed to our patient's satisfaction. Our Area Leader has spoken with **************** and they reviewed her options. We look forward to our continued partnership in achieving ******************** desired results and look forward to hearing from her soon. We ask that if she has any further questions or concerns that she please reach out to our Area Leader. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  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 tummy tuck and liposuction on my waist and abdomen on May 26th, 2023. The pain I went through during the procedure was worse than childbirth! The pain I went through the first week was the same! I was not able to sleep or eat due to pain and nausea. I watched the videos they emailed me as to where I should be and they were totally different than what the nurses said. I have been back 3 times and I have asked constantly about the pain in my ribs, scar tissue, and feeling like my skin is ripping and they said that was all part of the healing and would go away. I was also promised laser skin tightening my last visit which never happened. My waist and stomach look like a disaster now and the pain is still as bad in my ribs and being too tight. It seems like everything I heard from everyone there since day one has been a lie just to get me committed!

  

  Business Response

  Date: 10/04/2023

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional, our top priorities are patient safety and satisfaction. Unfortunately with awake procedures as this one, in which we work with local anesthesia we are unable to predict how a patient will react during the procedure or what their pain tolerance will be like. The majority of our patients do not experience pain as **************** describes. **************** is still healing and discomfort a normal part of her healing process. Our Practice Manager has reached out to her to address her concerns. We encourage **************** to contact our center when she is ready to schedule her skin tightening ******* treatments.

  **************** is currently scheduled for a check up appointment on October 25, 2023, we look forward to seeing her then and discuss is she will be taking 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. We look forward to seeing **************** at our center and if she has any further questions or concerns we ask that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  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.

  Sono Bello- Microlaser liposuction procedure followed by ***** ******* (7 treatments). All together I paid about $10,000 for the initial procedure followed by the ******* that was supposed to help with the healing/ smooth out skin afterward. Dr * missed a large area of fat in the initial procedure around my belly button. I went in for post op, 6 month and even 1 year follow-**** along with 7 ***** apts. *n August 26th 2022, the Dr stated that I was still healing, however if I wanted to get a revision surgery he would perform it free of charge, but I should give it time to finish healing. It's now September 2023, 2 years after the initial procedure, I am healed, and still have a very visible donut shape around my belly button- as it never reduced over time. I tried to schedule an apt with the Dr, as he had said he would fix his mistake. The office now will not let me have an apt because it's been 1 year since the procedure. At no point on my apt on 8/26/22 did anyone say if I didn't come back in the next 3 months I wouldn't be allowed to have the procedure done. I am now out $10,000 and disappointed with the Dr, the ****** office, and the team there has made no effort to rectify the situation.

  

  Business Response

  Date: 09/28/2023

  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. We have been in contact with ************** to discuss possible resolutions. She is currently scheduled to meet with our surgeon on October 2nd to review results. We look forward to seeing her. If she has any further questions or concerns we ask that she please reach out to our center. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  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.

  Had my consultation on 8/24/21 and it was determined I would benefit from Tri-Sculpting procedures on my upper abdomen, lower abdomen and waist to help with my mid-section. I scheduled my pre-op and procedure for 9/3/21 and 9/11/21. A few weeks after having my procedure, an indentation began to develop across my abdomen and my waist (flanks and back), which were to have been subject to the Tri-Sculpting procedure, were obviously not reduced and looked the same as they did before the procedure. I exchanged several emails with pictures with the staff at Sono Bellos ****** location during the spring and summer of 2022 and they finally conceded that I needed revision surgery to address my flanks and back. I attended my pre-op appointment on 9/15/22 and surgery on 9/16/22. The doctor had to reinject the solution several times as I complained of severe pain during the procedure. I was referred to a customer sat case on many occasions during this visit. A year later, I am left with lopsided flanks, unfinished back and the indentation and lumps across my ab section. I am more embarrassed to remove my shirt now than before I started this journey. I have sent many emails to ***** (manager) at the ****** office in attempt to address my issues mentioned above. All I am asking for is a smoother appearance. However, ***** will not respond via email with high level explanation of solutions that *** help so that I can understand and consider these options before committing to returning to Sono Bello. She insists on contacting me via telephone, during the day when Im at work. *** made it clear I need to see the solutions they recommend in writing and that once I do, Ill schedule a call or a follow up visit to discuss, but she refuses to do so. I am requesting a full refund of the cost of this procedure as I am completely dissatisfied with the outcome, the uneven and lopsided appearance of my torso. See complete complaint in attached documents.

  Customer Answer

  Date: 09/15/2023

  here are pictures of the areas in the complaint. thank you

  Customer Answer

  Date: 09/27/2023

  ***** and I exchanged a few more emails but she refuses to put anything in writing. I offered to talk with her on Saturday but no response.

  Customer Answer

  Date: 09/28/2023

  ***** responded via email; "We are here Monday to Friday 9am-6pm. I can call you next week within those days/hours." I beg to differ with this response as I have been there several times on Saturdays.

  

  Business Response

  Date: 10/03/2023

  Thank you for contacting Sono Bello. We are sorry to hear ****************** is not satisfied with his results and experience, our top priorities are patient safety and satisfaction. Unfortunetely, with cosmetic procedures we are unable to predict the final results. This is why 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 still occur. Should you find your results to be unsatisfactory, your surgeon would like the opportunity to evaluate your results. If your surgeons evaluation determines your results to be deficient, we will touch up the area at no cost to you. ****************** has already had his touch up procedure at no cost to him. Unfortunately, sometimes when we are working on an area that has had previous procedures we are having to go through scar tissue. This can result in a more painful procedure, we are unable to predict how a patient will react during a surgery, everyone has a different pain tolerance. 

  Our Practice Manager has been in contact with ******************, she has called him multiple times attempting to have a conversation with him and reach a resolution. However, she has not been able to reach him via phone. A member of our Patient Experience team has also reached out to him but she was not able to reach him either. Our management team work Monday through Friday, we ask that he please return our phone calls so we can discuss the resolutions that we have for him. We hope to hear from him soon. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20609293
  
  I am rejecting this response because:

  A significant portion of the response from Sono Bello is either fundamentally untrue or a mischaracterization of actual events.  

  
  Sono Bellos practice manager, *****, continually refused to commit to a time to discuss my issues on the phone until yesterday. It took nearly 6 months to schedule an appointment with her as rather than acknowledge that I needed to be able to schedule the call as I am at work Monday through Friday and spend 90%of my time on calls, she would nevertheless just call at random and leave voice mails and never leave any meaningful details in those voice mails.  She refused to communicate via email and refused to schedule a time to call so I could ensure my availability.  

  
  With regard to the statement about actions taken by the corporate office management team (Patient Experience team I assume), yes, I did receive an email stating someone from the management team would contact me in 1-2 days.Its been 5 business days and I am still waiting.

  
  Sono Bello has characterized my follow up procedure as a touch up procedure.   This is incorrect.  My second procedure was performed to complete the original procedure during which original areas that were to be reduced and included in the fee that I originally paid were completely missed.  My surgeon, ****************, simply failed to include them in my original procedure. So, this second procedure was not a touch up.  It was a remediation of the original procedure that was incorrectly performed.  He did not re-visit my upper and lower abdomen (the first areas) during my second procedure. This was not a touch up procedure. Additionally, not a single surgeon has evaluated my results during any follow up appointment to identify problems or talk about loose skin.  

  
  Please review my file, especially my Pre-Op photos and 1 and 3 week photos. You will find my waist/flank was not touched during my first procedure.
  Sono Bello has responded in a way that is understandably self-serving however, a re-review of my complaint and my photos will evidence that their statements are either untrue or disingenuous.

  
  After speaking with ***** of Sono Bello today I am not happy at all with the offered proposal to refund of less than 1/4 of the overall cost of my procedure in exchange for a full release of any liability on their part as well as what essentially amounts to a gag order.  On this recent phone call, Sono Bello was quick to state that they had no remedy at their disposal to further fix the poor results of their prior procedures and had no interest in having an actual physical evaluate those results.  They stated that they offered no procedures to remove loose skin, yet their website advertises those procedures.  It is clear that they want to pay me off for as little compensation as possible and have nothing more to do with the issues they have caused.

  
  Again, I am demanding a refund of my entire expense of $8190.34, which includes the surgical fee that was specifically not a part of the offer made yesterday.

  
  By the way I am a Mr. not a Ms. as written in your opening line.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/16/2023

  Any updates? I have received a copy of my medical records. After reading them I have found many inconsistencies.

  First, I am referred to as a female in portions of my records.

  Second, its confusing to what procedure I actually received.

  Third, my revision procedure records are very inconstant with timing of medications which could have contributed to the amount of pain I encountered.

  Lastly, I am asking the corporate office to review my records page by page and to review my photos.

  Thank you

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

  

  Business Response

  Date: 10/22/2023

  Thank you for contacting Sono Bello. Our Practice Manager has been in contact with ******************, they have an appointment set for next week to go over his medical record and answer any questions he might have. They have also been discussing the options he has available to him. We ask that if he has any further questions or concerns that he please contact our Practice Manager. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/27/2023

  I have accepted the resolution and agreement by the local Sono Bello office. And, I was given only 1 option not options as mentioned in the previous message.  I still have not heard from the corporate office as promised. And, I guess I wont at this point.What is funny about this whole issue is back in the spring is I offered to pay for any procedure that would correct or come close to resolving the issues. I was not asked to come in for an assessment review or to see a different doctor in the Sono Bello network. Ill just go somewhere else.

• Initial Complaint

  Date:09/12/2023

  Type:Order Issues
  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.

  In February,Unfortunately, sometimes these expectations are not met, leaving patients feeling dissatisfied and seeking further revisions. In my case, after seven months post-op, I find myself deeply unhappy with my results. Despite my valid concerns, the plastic surgeon's office refuses to ***** me a revision, even though there is no mention of weight loss affecting the eligibility for revision in the contract I signed before the surgery. This experience has left me frustrated and questioning the integrity of the medical professionals involved. When I made the decision to undergo plastic surgery, I carefully researched the procedure and selected a reputable surgeon. I was assured that the outcome would align with my desired goals and expectations. The surgeon's office provided me with a contract outlining the terms and conditions of the procedure, including potential risks and recovery expectations. Nowhere in the contract did it state that weight loss could adversely affect the eligibility for revisions. Following the surgery, I eagerly anticipated the results, hoping to see the positive changes I had envisioned. However, as the months passed, it became evident that the outcome fell short of my expectations. The desired improvements were not adequately achieved, leaving me feeling disappointed and dissatisfied with the results. In light of my dissatisfaction, I approached the plastic surgeon's office to discuss the possibility of a revision. The refusal to consider a revision based on the assumption of weight loss impacting the results left me perplexed. Nowhere in the contract did it state that weight loss could void the eligibility for revisions.The absence of such an explicit clause led me to believe that revisions would be available to address any concerns that arose post-op.Beyond the emotional distress, there is also a financial burden associated with the procedure itself. Patients invest their hard-earned money in the hope of achieving their desired outcome.

  

  Business Response

  Date: 09/29/2023

  Thank you for contacting Sono Bello. We are sorry to hear ******************** experience has not been exceptional, patient safety and satisfaction are our top priorities. A member from our Patient Experience Team has been in contact with **************** and we are working on getting her scheduled to meet with a surgeon in another center. We look forward to our continued partnership with **************** to achieve her desired results. We ask that if she has any further questions or concerns that she please reach out to us again. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20593616
  
  I am rejecting this response because:
  I was contacted by someone in the office regarding my case, and as I stated to her with all my documentations And even my recording of how I was treated, and then this handle of my legal documentations.I no longer feel safe having That Doctor working on me She did State that I could go to two other locations which is an 1 hour 30 minute to 2 hours30 minutes away from me which is an inconvenience for me.From the customer service to the doctor himself I was mistreated and mishandled. I stated to her I was just like a refund and I am traumatized and left with this botched job.

   

  I was given a $250 gift card for the lack of customer service that I was given and though is appreciated $250  does not remotely match the ******  Ive spent and how I was treated

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

  

  Business Response

  Date: 10/19/2023

  Thank you for contacting Sono Bello. We are sorry to hear **************** does not wish to move forward with the plan that she had already agreed to with the member of our Patient Experience Team. Our center as well as the Patient Experience Team have attempted to reach her on multiple occasions after she rejected our response but we have been unable to reach her and she has not returned our phone calls. 

  As our Financial Agreement and other consents state we do not offer post procedure refunds under any circumstances. We are however committed to our patient's satisfactions, 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. 

  We ask that **************** please return our phone calls so can discuss her case and possible resolutions. We hope to speak to her soon. 

  Best, 

  Sono Bello