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

  5250 Carillon Pt Kirkland, WA 98033-7378

  
• 

  Sono Bello

  100 Tradecenter STE 575 Woburn, MA 01801

  
• 

  Sono Bello

  500 Corporate Pkwy Ste 140 Buffalo, NY 14226

  
• 

  Sono Bello Body Contouring & Facial Aesthetics

  1 Hollow Ln Ste 100 New Hyde Park, NY 11042

  

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:01/31/2023

  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.

  5/2021 had smartlipo done on upper/lower abs, waist at Sonobello Charlotte.Followed instructions,but after 6mths, noticed a huge dent/gash across abdomen,with a pouch of fat above pubic area.They agreed mistake made,too much fat sucked out,did "revision"surgery 5/2022 to try to correct mistake made. Went in for 3mth followup & told them still not happy with results, still have ************ of fat,want to talk to mgr. No one contacted me.Set up 6 mth followup back in December, told them wanted to talk to someone, not happy with results.but only nurse saw me, told her not happy with results,want to talk to someone.said she would have mgr call me.Never heard from anyone until I finally got someone on the phone last week. Told me that there was nothing they can do.I asked for a complete refund since I am permanently disfigured due to this...looks like i have had a c-section that went horribly wrong. was told that they will not be giving me a refund,that they did the revision surgery. So they admitted their mistake,tried to fix it,but it didn't work. I paid over $6K for this and my stomach looks worse now than it did before the surgery. I got this done to look good in a bikini,but now,I am permanently disfigured, too embarrassed to wear one now.Picture is attached showing gash and fat pouch above pubic area.I want a full refund.

  

  Business Response

  Date: 02/23/2023

  Thank you for contacting Sono Bello, we are sorry to hear this patient's experience has not been exceptional. Our Practice Manager had made a couple attempts to contact her via phone. We encourage her to return our phone calls at her earliest convenience so we can seek a resolution. Thank you, Sono Bello. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18958877
  
  I am rejecting this response because:

  I HAVE CHECKED MY PHONE LOG AND VOICEMAIL BOX AND I DO NOT SEE WHERE ANYONE FROM SONO BELLO HAS CALLED ME. I HAVE NOT RECEIVED ANY EMAILS EITHER. I CALLED THE OFFICE 30 MINUTES AGO, ASKED TO SPEAK TO THE PRACTICE MGR ******, SHE WAS IN A MEETING, SAID SHE'D CALL ME BACK. 

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

  

  Business Response

  Date: 03/20/2023

  Thank you for sharing the concern.  We are sorry to hear we were unable to meet the patient expectation with our procedures.  We were able to speak to her on March 6, 2023 and are working on a resolution.

  Customer Answer

  Date: 03/27/2023

   
  Better Business Bureau:
  
  I have been contacted, but they are wanting me to take time off my job, go there, to have another surgeon evaluate me to try to get me the body I want. I was told that they do not issue refunds, which is not acceptable. For I was previously told that there was nothing they can do, that this is permanent. 

  I truly don't want to have to go thru the pain, etc. a third time for them to fix their mistake with sucking out too much fat in one area, causing the gash across my abdomen. But if this is the only way that I can get proof that they cannot do anything to fix this, then I will let them do their evaluation. IF it's deemed that it can't be fixed, I should qualify to get my refund.

   

  I am still not totally satisfied with the response made by the business in reference to complaint ID ********, but I am willing to have their surgeon reevaluate me. I will contact them to let them know my decision. But I would like to keep this claim open until the surgeon has done the evaluation. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/30/2023

  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.

  On June 13, 2022 I had a consultation at Sono Bello for Ab ex Silk removal, lipsuction for multiple areas. I was given a quote of $20, 179.10 to do all of it. I was told that it would be a 360 procedure to remove fat from under my *******, arm roll, belly, hips, around waist, inner thighs and pubic area with removal of all the excess skin. I paid $9000 in cash at consultation and the balance before my surgery. *********** stated that I would need 2 procedures. The first surgery would a 360, my abdomen, BFR, pubic, under my *******, waist, excess skin and belly button reposition. I was given meds to take prior to surgery for conscious sedation. Conscious sedation was mild and I felt the probes, the cut and spoke with him during the surgery. *********** stated during the surgery that he would definitely have to do a second surgery. He removed fat from my lower abdomen, beside each breast, ignoring the fat below my b****** My incision is lopsided and has excess skin hanging on one side. One side of my abdomen has excess fat and you can see exactly where they removed fat. The other side has excess skin. *********** did not move my belly button as stated twice during surgery and on the day before surgery. He did not do any of the other areas as I was supposed to wait for the second surgery. He said the second surgery would be in 3 weeks. I completed my after care as instructed, wearing the Faja for a full 5 months, losing additional weight, etc while waiting for followup appointments to complete the procedure. I had a blood clot during this time. With all followup consultations with the RN, they all stated that I would need a second surgery but stated I had to wait 6 months. He did not do my Pubic, under bra fat, hip, thigh, move my belly button, or waist. Now they are saying none of their doctors will touch me because of the blood clot. They have refused to call me about a refund and I have lopsided scar without belly button repair. I want a full refund.

  

  Business Response

  Date: 02/13/2023

  Thank you for contacting Sono Bello and we're sorry to hear this patient's experience with us was not exceptional.  **** has spoken with our Practice Manager to reach a resolution and is scheduled to meet with her doctor. We appreciate the opportunity to work with this patient on a resolution. Best, Sono Bello.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their resolution is for a secondary surgery on April 11, 2023.  IF this surgery does not happen or the result is not satisfactory, I will contact the BBB again and reopen the complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/27/2023

  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.

  I went to SonoBello on 12/29/2022 for consultation regarding the minimally invasive liposuction. I met with the consultant who stated I would be a good candidate. Came back and met with the Doctor, who also stated I would be a good candidate. I was slated to have the procedure on 1/20/2023. However, I ended up having to go out of state for a business matter and cancelled the procedure. I cancelled well in advance of the procedure and ***** agreed to reschedule me. I was then informed at work that I was going to go out of the country for a few months, which made it impossible for me to give a firm reschedule. I called and emailed to request a refund. Being out of the country for a few months, I feel I need the security of having the funds back. I was informed by ****** today that refunds were handled by "corporate" and that the most they'd be able to return would be $1,500. I work in the healthcare field and I understand all the work that goes into diagnosing and preparing for a procedure. I was willing, from the start, to pay for services actually rendered. However, I believe I should get back the majority of my payment. I paid a total of $8,065.69. I leave in about 2 weeks. ****** also told me that the refund would come in the form of a check. This I don't understand as when I get refunds from using my card, the funds go back on my card. But I am willing to accept that if that is the only way the refund will be issued.

  

  Business Response

  Date: 02/07/2023

  Thank you for sharing the concern.  In order to protect the continuity of our very busy surgical schedules, once a pre-op is performed we do not offer refunds as outlined in our financial agreement.  We understand the patient has a unexpected trip out of the country and have spoken with her and agreed to keep her funds on file to secure her pricing until she returns.  

  Customer Answer

  Date: 02/15/2023

  I saw the response from the business but that is not what was agreed to or discussed.  I contacted my card issuer to dispute the charge as I feel the business is not being above-board on this matter. Additional data:  As my trip may be as long as 6 months, I spoke with ****** and she stated that she would forward my request to the manager.  I was offered a refund of $860, which is only 10% of the amount I deposited and definitely not a reasonable return from the consumer's point of view.  

• Initial Complaint

  Date:01/27/2023

  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 procedure with sonobello in Norfolk in March ************************************************************************** my lower abdomen. I had a large sore that became difficult to close and each time I returned to the center, a different nurse gave me different instructions. I was never able to see the doctor for this issue because of his busy schedule. One nurse began removing stitches, another nurse said she should not have removed the stitches. I have dog ears on each side of the incisions. I also have a very bumpy, rough incision line that looks and feels horrible. after attempting to see the doctor several times, I was able to see him after nine months, and we came to a conclusion that during my next procedure, which was partially paid for, that he would attempt to rectify my issues. Problem is Despite being told that I would be called the next day, Ive called multiple times and can never receive a call back. And each time I call the date has been pushed back for months. At this point I feel like Im getting the runaround and I dont feel that I was provided the service that I was promised, Even where the liposuction was done, its bumpy with certain raised areas. Because I was promised resolution, I stuck with returning for future services; however, I am unable to continue to believe that I will receive the services that I was promised. I am not satisfied with the perfection that I was promised and the $8500 that I spent seems to have gone down the drain. **************** has been poor, the facility was dirty, and I am not pleased with my results. I wouldve loved to have seen resolution without having to take these measures.

  

  Business Response

  Date: 02/08/2023

  We are so sorry to hear that patient has had a poor Exprience.  The Practice Manager has reached out and the patient is scheduled to meet with the surgeon on 2/20.   

• Initial Complaint

  Date:01/26/2023

  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 met with ***************************** for consultation Dec 6. She told me that I would have a small incision and they would use a laser the size of a coffee stirir, she made a tiny x on a paper. She said I would be skinny and ready for my cruise Jan 29th if I scheduled right away. She said I could go back to work after the weekend if I had surgery on a Thursday. I told her I take baby aspirin for my heart and she said I would have to come off that for 2 weeks. She sent me very pushy texts and said I could save more money if I got it scheduled. So I scheduled laser lipo. She sent me some paperwork to my phone and encouraged me to pay in full $6395.00. I paid and she set up my appt with the surgeon on Dec 22nd. He ******************* told me my blood pressure was high but it always happens in that room, He also told me I would have 8 incisions and would be swelled for 6 months. He also said the trauma to the body could cause high blood pressure. He measured my stomach and I got dressed and was walked out. I told the girl that I was scared and pessimistic. I then became sick and was coughing really bad,and text them and said I couldn't have the surgery Jan 5th as scheduled. Their response was to get a chest xray today and we will do it in 2 days. It was very sketchy and unprofessional. I then found out I have to be on ** pills for tacycardia. I spoke and text ****** about this and she said I couldnt cancel, because I was cleared by the dr. I explained I did not realize it was their dr that was clearing me, that I think my dr or heart dr should. She explained I would not be getting a refund. I filed a disputeon cc ,they said goods were as promised, because I was cleared by their dr.. **** I was mislead and with me having heart problems I do not feel safe having anything done there or anywhere. Plus only a deposit is required, so had I not pd in full they would only be stealing part of my money and not the whole amount $6395. I just want my money back, I do not want to die in surgery.

  

  Business Response

  Date: 02/23/2023

  Thank you for contacting Sono Bello, we apologize for the delay in getting the patient her refund. We have since reached out to her and are processing the remainder of the refund. Best, Sono Bello.
  
  

  Customer Answer

  Date: 03/01/2023

   
  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, as long as they follow through, with the full refund.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:01/25/2023

  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.

  On 1/23/2022, I reached out to Sono Bello to have a cosmetic procedure done. I talked to ***********************, a consultant at Sono Bello. When I completed the paperwork, ************** assigned a NON-BOARD Certified ******* Surgeon (meaning that the doctor is not listed on abplasticsurgery.org) to perform a mini tummy tuck and smart lipo, although this doctor is certified as a Head and Neck Surgeon. I requested a plastic surgeon to perform my procedure. ************** admantly resisted my request and became combative and I have not discovered why she did, and it is because THIS COMPANY IS LYING WHEN THEY STATE THEY HAVE HIGHLY BOARD CERTIFIED PLASTIC SURGEONS. These doctors are usually certified in another area, or they are certified as a medical professional, and then via years of experience start performing cosmetic surgery, and they self proclaim themselves as PLASTIC SURGEONS, when they are not and this deceives customers like me to purchase their service thinking they would get a plastic surgeon to perform their surgery when in actuality, the doctors are not plastic surgeons. This company sites lists all over their website that they have hundreds of board certified plastic surgeons and they have failed to produce 1 to me,despite my repeated requests for a plastic surgeon. They continue to assign doctors who are not certified by ************** of ******* Surgery, and thus their advertising is misleading and fraudulent, and the staff encourages this deceit among customers.

  Customer Answer

  Date: 01/26/2023

  This complaint has been resolved. You can close. Thank you. *********************************
  
  Complaint ID: ********
  

  
  

• Initial Complaint

  Date:01/23/2023

  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.

  I have had micro laser lipo suction. They decided to complete the procedure in two surgeries instead of 1. After the first surgery (stomach, back areas) I decided not to continue with the second one (arms and chin areas). When I asked to cancel my appointment they told me they had already charged me for a "package deal" and would not be able to refund the difference. I am simply asking them to charge me for the areas that have been completed and credit my charge account the difference for work that I do not plan to complete. I told them that it was due to finances, but the truth is it was much more pain and recovery time than expected and I don't wish to have any further treatment done. I am happy with the results of the first procedure but don't care to put myself through that again.

  

  Business Response

  Date: 02/13/2023

  Thank you for contacting Sono Bello, we apologize for the delay in getting the patient a refund for certains areas that were not completed.  We have since reached out to her and are processing the remainder of the refund. Best, Sono Bello.

  Customer Answer

  Date: 02/13/2023

   
  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:01/21/2023

  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.

  I had a 2 stage procedure with Sonobello in 2022. The first on 2/11 and the second on 3/28. I kept to my follow up care and appts. I scheduled my 6 month follow up with the provider as there was still some assymetry I wanted to discuss to have redone from the first procedure. It was not scheduled within 6 months because my surgeon was "taking some time off." So they decided to schedule me on November 16th for when he would be back. When the appt time came, I was told he left the company and I would have to see the medical director instead. I agreed and went to the appt. I waited over an hour past my appt time and was advised upon inquiry that he was still in surgery and there were 2 other appts before me with an ~ 2-3 hour wait time from that point. I had to leave because I had another appt and couldn't wait. They rescheduled me with a different provider in the practice "that doesn't run behind." I came in for that appt on 12/2 and waited for 45 minutes to be told that the provider refused to see me because I was under a different surgeon. I spoke with the office manager, *******, at this point and asked for a refund of my remaining balance(there had been other issues as well). He promised to resolve this and brought in his supervisor from ***** and gave me his cell phone #. They scheduled me with the medical director at 7am on 1/4/23 since I work at 8am, told me I'd be the first patient. I waited 50 mins and then was told he was still in surgery and would be for some time. I texted ******* immediately to let him know what happened but never received a response. I reached out on 1/6, 1/11, 1/16, and 1/19 without a response. I even called the main corporate number who said they couldn't do anything because the offices are run like franchises. All I want is for Sonobello to refund the remaining balance of $7984 since they have decided not to fulfill their part of the contract and I will not pursue any further care from them.

  

  Business Response

  Date: 02/28/2023

  Thank you for sharing the concern.  We are sorry to hear this patient's experience has not been exceptional.  Our Director of Patient Experience has been in touch with patient and is currently working on a resolution. 

• Initial Complaint

  Date:01/21/2023

  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.

  On 11/18/22 I placed a deposit of $2,875.00 for a Lipo surgery that was to be done on 2/7/23. The total cost of the procedure is *********, and because I put down a deposit, I wouldn't have to start paying until after the surgery was done. However I decided to not go through with the surgery and requested to have my $2,875.00 security deposit refunded as I did not go through with the surgery or any prerequisite appointments. The security deposit is meant to be a confirmation for me to go through with the surgery and since I have chosen to cancel this appointment, I should be allowed a full refund of my deposit due to canceling before the surgery date (2/7/23). I have tried to reach out to the company, but they refused to refund my security deposit, stating that they are unable to refund any deposits even if I do not go through the surgery. It doesn't make sense how a company is able to keep your security deposit even if you cancel the surgery.

  

  Business Response

  Date: 01/24/2023

  Thank you for sharing the concern.  We have spoken with the patient and agreed to refund his deposit. 

  Customer Answer

  Date: 01/24/2023

   
  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:01/20/2023

  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.

  I went to SonoBello on 2/28/2022 and then AGAIN 4/28/2022 for 8 procedures, that have left me disfigured and in a lot of pain. I wanted to explore weight loss options. I had already tried NutriSystem and Isagenix. I was ready for a more stress Ive solution to my weight problems. The consultant convinced me this was a good option, best option and guaranteed more than optimal results. I was promised results. I had my 4 surgeries on 2/28/2022. I was awake through out the procedure which involved ******************** my body to **** out unwanted fat cells. Following surgery I immediately had an adverse reaction. My body was swollen beyond the normal expectancy for this procedure. I have videos I shared with my SonoBello Long ************** Surgeon, *************************************; she confirmed that what I was going through was unusual and will require correction.After weeks of intense pain, swelling and discomfort, I went in for corrective surgeries, 4 again. Same procedure. 12 additional incisions and 8 weeks of pain and discomfort followed. SonoBello did nothing to help me through the process. They actually made more money out of me by selling me compression garments as a solution.I cannot even bear to look at myself in the mirror. My body is permanently disfigured. My bank, ***** Fargo, denied my claim saying its a non-regulation e-compliance claim. $16,170 for surgeries and another $2,350 for compression garments. Plus, the fact that I have to stay covered all the time now to hide scars on my arms and back. Would really like some to one listen and provide resolution.

  

  Business Response

  Date: 01/24/2023

  We are sorry to hear the patient is not satisfied with their results.  Unfortunately we have not heard from the patient since their 1 week follow-up and there were no attempts to contact us directly to discuss the concern.  Because dissatisfaction can occur, we are pleased to offer our no cost satisfaction commitment and would appreciate the opportunity to evaluate the patient and see what can be done to improve their level of satisfaction.  We have made several attempts to get in contact directly but have not heard back.  We asked that the patient call our local center to schedule an appointment with their surgeon.