ComplaintsforSono Bello

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  25 April 2024. I had a consultation appointment scheduled for 1:00pm. I checked in at 12:50pm and waited approx 45 minutes (1:35pm) before I approached the front desk again. The receptionist informed me the doctor was still in surgery and would be done in about 15 minutes. At 2:20, a nurse came to the waiting room and informed me it would be another 25 minutes. At 2:45, I was still waiting to see the doctor after one hour and 45 minutes, I informed them I could no longer wait and made the decision to leave. I requested a refund of my $2,495.00 deposit at that point. Six weeks later, I received a credit card refund of only $2,000.00 because Sono Bello retained the $495.00 for a Pre-operative appt. fee. I didnt even know if the surgery would have been a go pending the report from my Pulmonologist. That was to be discussed but we could no longer wait as we needed to get back to ******. We can forward all documentation if required. One hour to **********, one hour and fourty minutes in the waiting room, and one hour back to ******.

  

  Business response

  06/30/2024

  Thank you for contacting Sono Bello. Our records indicate we no longer retain **************** funds. We ask that if she has any further question or concerns that she please contact our center. 

  Best, 

  Sono Bello

  Customer response

  07/02/2024

  
  
  Complaint has been resolved. The full $495.00 was credited to our credit card account on 27 June. A big thank you to everyone who helped us in resolving this issue. *******************
  

  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i paid 6000 for a procedure that was done and saw zero results from there procedure I've filed here before with sonobello getting back to me insisting that they would see me again to try to resolve the problem ,under the condition if i take back my post, which i did and then did not here back from Them ,after they told me to make an appointment in which the day of they didn't have me scheduled to begin with.. All they really wanted is for the post going away.

  

  Business response

  07/04/2024

  Thank you for contacting Sono Bello. We are sorry to hear ********************** is not satisfied with his surgical results, patient safety and satisfaction are our top priorities. A member of our management team has reached out to speak with ******************** and we have scheduled him to meet with our surgeon to evaluate his results. We ask that if he has any further questions or concerns that he please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday, you mislead me about the cancelation policy. I didn't know that I'm responsible for ******** within 24 hours of signing a contract. This is ludicrous that you do this people. You explained something that a lady canceled the day of the surgery who had ate cheese cake and you kept her money. This is not the same case. I do not want to go through it. I changed my mind and don't want my body cut due to health risk. I request a full refund no partial. A full refund of ********. I've already contacted Anerican Express. You mislead me about the cancelation charge. I cant have the surgery for health issues.

  

  Business response

  06/30/2024

  Thank you for contacting Sono Bello. Our records indicate we no longer retain any of ********************** funds. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into their establishment but was denied the service or was not approved. Left only to find that they had add it to my credit report a total of a little less than $300 and when I called to find out what it was they said that they had sent out a bottle of lotion assuming that I would be approved for their service and that I needed to pay for that bottle of lotion I inform them that I didn't sign to pay for a bottle of lotion that cost $300 and that I had not received a bottle of lotion that cost $300 but they still put that amount on my credit report and now it's hurting my credit and I would like to have it removed.

  

  Business response

  07/07/2024

  Thank you for contacting Sono Bello. Our records indicate that ****************** has never been in our center. We also have never charged her for a bottle of lotions since we do not sell lotion. Furthermore, our records indicate we have not heard from ****************** since 2019. Our center attempted to contact her to discuss the complaint but were unsuccessful in reaching her. 

  Best, 

  Sono Bello

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife set up a consultation with Sono Bello on June 6th, because we live 3 hours from ********* the consultant did it online. My wife was told how easy the process was and she could return to work or daily activities in a day or so. My wife then paid a deposit of $2000. Appointment Pre Op was set for June 11th and surgery on the 12th. This seemed so fast. Went to Pre Op appointment, which she was there 45 minutes and the Dr. told her a much different story of recovery. She would be prescribed 4 different medicines to help with the pain. She was so scared when she left we decided to cancel surgery and look into this process a little more. When asked for part of the deposit back we were told "no". I do not believe they deserve to take entire deposit because we were told bad information about the procedure. No services were received and they kept the entire $2000. We would like some guidance to what we should do next? Should be contact an attorney? Thanks

  

  Business response

  07/06/2024

  Thank you for contacting Sono Bello. We are sorry to hear ******************** does not which to proceed with her surgical procedure. Our center attempted to contact ******************** after we received her complaint but were unsuccessful in reaching her. We ask that she please return our phone calls so we can discuss her case. We look forward to speaking to her. 

  Best, 

  Sono Bello

  Customer response

  07/06/2024

   
  Complaint: 21879225
  
  I am rejecting this response because: There has been no attempt to contact us, we would gladly like to discuss why they intend to keep $2000 for 45 minute consultation. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/21/2024

  Thank you again for contacting Sono Bello. We have again attempted to contact ******************** to discuss her complaint. Our last attempt was made on July 19, we ask that ******************** please return our phone calls so we can discuss her case. 

  Best, 

  Sono Bello

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 24, 2024 I had my first consult with Sono Bello employee *********************. On this date I had agreed to pay $6709.19 for lower ab and front bra roll lipo. However during my pre-op appointment with the Doctor on February 21, 2024 she said that would not get the best results because my upper abdomen needed to have lipo also. I pointed out to her that I had a hernia and didn't think that could be done due to the location of it. She said she could still do the surgery and was scheduled for February 28, 2024 with the change in surgery my total cost was now $8704.19. On February 24th I received a phone call from ***** stating that the DR. had a "family emergency" and could not do the surgery therefore, I had to re-schedule another pre-op appointment with another Dr. I saw another Dr. on March 4th for another pre-op on this date **************** refused to do the surgery he stated that if he did the surgery I would not get the results that I wanted because the hernia would stick out of my abdomen.Therefore I agreed to wait on the surgery pending a hernia surgery from my insurance provider. At that time I requested a full refund and I only received $4000 back. I was told the $4704.19 was held for my lipo surgery when I could return and have it done and it would go towards my surgery.Currently my insurance provider cannot complete my surgery or provide a date for surgery. On June 10th I spoke with a nurse from Sono Bello and she and the Doctor had agreed that I needed to have the hernia surgery first and then repeat all the labs prior to coming back to Sono Bello.I spoke with ***** on June 18th updating her on my hernia issue and requested a refund of $4704.19. She told me that if I canceled a future surgery that they would not refund the deposit.How is this fair when Sono Bello Doctors couldn't and wouldn't do the surgery at the date that I requested and now it becomes my fault.I feel I should be refunded the $4704.19 because the service I paid for was not rendered.

  

  Business response

  06/26/2024

  Thank you for contacting Sono Bello. We are sorry to hear ********************** experience has not been exceptional. Our Practice Manager has been in contact with her and they have reached a resolution. We ask that if she has any questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A refund of 4704.19.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  9/29/23: I met with Sono Bello to discuss liposuction.10/9/23: I emailed requesting a quote on lipo. I received several phone calls to discuss my ************ photographs to confirm my desired results & check if they were attainable. I was assured they were & received a contract the same day. Upon reviewing the contract, I realized my understanding of the procedure areas (upper and lower abs) differed from what was listed. I asked to change the areas to remove upper abs & add the waist. I was told to sign the contract as it was & discuss the specifics with the doctor during the pre-op appt.10/10/23: I signed the contract as instructed by Sono Bello.10/11/23: I had a pre-op meeting w/ ************. I explained my desired results & discussed changing the procedure areas. ************ repeatedly confirmed that keeping the focus on the upper & lower abdomen would achieve my desired results, physically demonstrating on my body. Despite suggesting their more invasive AbEX procedure, which did not address my concerns, I declined, reaffirming my focus on the waist. After less than 5min, ************ assured me that the upper/lower abdomen procedure would achieve my goals.**10/19/23**: I had the procedure. I reiterated my desire for a smaller waist & was marked accordingly by the dr.I attended three post-op appts, expressing my disappointment each time. Finally, I met with ************ again, who stated that my desired outcome was unattainable with any Sono Bello procedure. He indicated that the issue was loose skin on my waist, which their procedures could not address. Had this been clearly communicated during the pre-op, I would not have proceeded. I feel scammed as I was led to believe my goals were achievable when they were not. I was falsely advised multiple times & only post-op received an accurate consultation.I have followed up with the practice manager numerous times over the last 2mo. She initially stated she would look into a resolution but is now not returning my calls.

  

  Business response

  07/05/2024

  Thank you for contacting Sono Bello. Our Patient Relations Manager attempted to contact ****************** after we received her complaint but was unsuccessful in reaching her. We ask that she please return her phone call at her earliest convenience. We look forward t hearing from her. 

  Best, 

  Sono Bello

  Customer response

  07/05/2024

   
  Complaint: 21870372
  
  I am rejecting this response because: I have received no contact from Sono Bello or the Patient Relations Manager via phone, email or mail. The only way I am aware of how to reach Sono Bello is via my local office, which I have called multiple times and left messages asking to have the practice manager return my call. I spoke with her one time since September and have not received a returned call since our initial conversation despite multiple attempts at follow up. Please provide any additional contact points and I will reach out immediately.
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2024

  Thank you for contacting Sono Bello. Our Patient Relations Manager has been in contact with ****************** and we have reached a resolution. We asked that if she any questions or concerns that she please contact our Patient Relations Manager. 

  Best, 

  Sono Bello

  Customer response

  07/19/2024

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have filed a complaint about a year ago and nothing has been done I have heard nothing from Sono Bello I paid $6,000 for surgery to lose weight and I have not only gained weight but nothing has changed I'm requesting my money back or to redo the surgery

  

  Business response

  07/06/2024

  Thank you for contacting Sono Bello. We received a BBB Complaint in April of 2023 and at that time she was over her pre-surgical weight. Our consents clearly state that this is not a weight loss procedure and that you require a healthy routine to maintain results. ******************** was instructed to get back to her original surgery weight. She also has not come in to any post operative appointments since March 16, 2021 and her surgical procedure was in March 9, 2021. We had not heard back from her since last year's BBB Complaint. We ask that she please contact our center when she is ready to be evaluated. 

  Best, 

  Sono Bello

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had surgery in August 2033. I had ******, lower and a abex. Very satisfied with the abex but the rest of my stomach is big and they refused to fix it and now I have skin hanging on both sides of my stomach. I have complained several times to no avail. I was misinformed about the whole process only found things out when I complained 1 months post op appointment.

  

  Business response

  07/04/2024

  Thank you for contacting Sono Bello. Our center has contacted ****************** and we have reached a resolution. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was examined in May of 2023. It was determined I was an excellent candidate and an August date was set.I met my surgeon about 2 days before and assured a great outcome. I woke up during procedure. I was told to hold still. I felt what was happening and was agitated. I drove to ****** MA for follow **** There were several cancelations due to scheduling. I was clear that I was not happy with outcome. The last time I came I was seen by nurse. After I said I was still not entirely happy an office manager came in an said there was nothing else to done and totally dismissed me. I left unhappy, felling dismissed and disrespected.

  

  Business response

  07/04/2024

  Thank you for contacting Sono Bello. We are sorry to hear ************** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. For this reason we offer our patients a Satisfaction Commitment this 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 has been in contact with ************** and she has been scheduled to meet with our surgeon. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

*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. ↩