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Complaint Details
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Initial Complaint
03/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I WENT IN FOR A CONSULTATION FOR LASER FAT REMOVAL AND AT THAT TIME I WAS TALKED INTO GETTING SKIN REMOVAL AS WELL. I DECIDED TO GO AHEAD WITH IT AS THE WAY EVERYTHING WAS EXPLAINED IT WAS GOING TO BE EASY AND PAIN FREE. AFTER LEAVING AND DOING MY OWN RESEARCH I HAVE NO INTEREST AND GETTING SKIN CUT OFF AND NOT EVEN BEING PUT UNDER ANESTESHIA. I WENT IN TODAY AND MET WITH THE DR AND ALL HE TRIED TO DO WAS SELL ME MORE SERVICES. I DO NOT FEEL LIKE THIS IS A COMPANY I FEEL COMFORTABLE DOING A SURGICAL PRODURE ON MY BODY AND JUST BEING ON PAIN PILLS. I ALSO HAVE READ NUMEROUS REVIEWS STATING MALICE AND BAD RESLUTS. I REALLY NEED MY ALMOST **** REFUND BACK. PLEASE HELP! I HAVE CANCELLED MY PROCEDURE AND JUST WANT TO BE REFUNDED MY DEPOSIT. THIS IS ALL WITHIN DAYS....
Business response
03/29/2022
Thank you for contacting Sono Bello and we're sorry to hear your experience with us has not been exceptional. Our records indicate **************** has spoken with the Practice Manager and was informed her deposit will be refunded. Best, Sono Bello.Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 9 I gave a payment of $7002.03 for services. I was not able to get the services because of a medical condition. They told me they would refund my money. I have called four times and have got no response. I was told the money was fully refundedBusiness response
03/16/2022
During the processing of the refund which can take ***** business days, the patient filed a chargeback on her card delaying the process. We have since cancelled the refund and accepted the chargeback.Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a free consultation with Sono Bello in Charlotte, NC. The visit only last roughly 25 minutes around 12/20/21. I paid about $5300 just to get on the schedule in order to meet and get some additional information from the Doctor about a surgery. After some additional health related concerns O reachout to cancel early Jan 2022 but was told I will get a call back which never happened. I then called and spoke with Elizabeth who told me she would send me a DocuSign on 3/3/22 in order to receive a full refund. I voiced my health concerns and request a refund. She initially gave me the run around stating it may be partial and she will keep some as a deposit for another day. I declined and stated I shouldn’t be set back almost $2000 for a 25 minute free consultation. She reassured me that she would reachout to her manger to request 100 percent refund but never called emailed or anything. I need my refund ASAP.Business response
03/25/2022
The refund was processed on March 7th for the full amount.Customer response
03/29/2022
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
02/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On Jan 24,2022 I consulted with Sonobello ************* location and paid a deposit of $500. On Jan 25,2022 I requested a refund and was told it will be refunded in **** days. It is now almost a month and I am yet to receive my refund.Business response
03/11/2022
Thank you for contacting Sono Bello and we're sorry to hear there was a delay in processing your refund. Our records show your deposit was refunded on 03.02.22. Best, Sono Bello.Initial Complaint
02/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My free consultation was on 2-22-2022 at 5:30 PM. My primary concern was my chest and secondary concern was my waist. The sales representative informed me I was a great candidate for chest and waist and we could schedule our surgery date 7 days later (3-1-2022). I placed my $2,000 deposit and my pre-op would be schedule the next day (2-23-22). After my pre-op, the doctor said I was not a candidate for chest. I spoke to the front desk via phone the same day as the pre-op and decided not to pursue the surgery since I am not a full candidate. The next day I am receiving different quotes via text of other services which I am unfamiliar with. I preferred to talk over the phone and explained to the customer representatives I am not going to pursue surgery, as I explained the previous day. She ensured me I would receive a call from the manager. I did not receive any calls until 2-25-2022. The manager explained I would not receive a refund and I would lose out on my deposit. During my call I was told my only other option would be to pursue Venus. I have now lost out on my deposit and would have to receive another unfamiliar treatment since my deposit is not refundable.Business response
03/09/2022
Thank you for contacting Sono Bello and we're sorry you are not a candidate for surgery with us. Our records indicate your deposit was refunded on 03.03.22. Best, Sono Bello.Customer response
03/15/2022
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
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The procedure is botched making it harder for me to obtain the desired look.Business response
03/16/2022
After review of the file the patient obtain great results. We have been in touch with him to discuss his concerns and determine alternate resolution as no additional surgery is warrantedInitial Complaint
02/23/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Worst experience I paid ***** dollars, and I am left unhappy and uneven the staff is friendly until they receive your money they are insulting when you tell them about your concerns they disregard you and tell you they cannot do anything for at least a year they do not honor the satisfaction guarantee and they're advertising is beyond misleading had the procedure in October 2021 For my wedding in ****** on August 2022 and my Honeymoon, and I feel more terrible about myself I don't want to face anyone at my wedding who knows that I had this procedure I feel broke and damaged do yourself a favor and go to a professional before you have to pay more money to see one to get the work done correctly BEWARE OF THESE FRAUDSBusiness response
03/07/2022
Thank you for reaching out and sharing the concern. We have been in touch with the patient and have her scheduled to meet with the surgeon on 3/14/22 to discuss revision. We are committed to patient satisfaction ad look forward to helping the patient achieve their desired results by her target date.Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
6/10/2021 Consultation w/ Sono Bello Agreed on ************* and EX Cost $9902.00 paid in full. 7/6/2021 Preop appt. *************** suggested I add hips. Hips were added at $1600.00 paid in full. Surgery date was July20th all went well and was completed, so I thought. At my 1-month appt 8/24/201 I asked the *** how much they took from my hips because I could tell they were not done; she said my hips were not done. When I mentioned I paid for them she then changed her mind. This happened again at my 3-month appointment. I then asked for copies of my records. She had me sign paperwork for a release and said I would receive them in two weeks. Over the next 3 months I had to make numerous phone calls, a chain of emails, which I have with no luck getting my medical records. I called once again 2 weeks prior to my 6-month appointment and told them I would be in to pick up my records in 2 hrs. I arrived and was told the day of my surgery pictures (ones of the canister and my markups have been deleted on accident. I then asked ***** if my hips were done, the head nurse happened to be next to her and she went over the records they both confirmed my hips were not done. They said to talk to my Dr on my 6-month appt and determine if I wanted a refund for my hips or a revision. At my 6-month appointment the Dr claimed he did them, even though all paperwork showed otherwise and was finally confirmed by the head nurse. I was also not satisfied with my waist. The doctor proceeded to deny what was confirmed by the head nurse. I have since gone to another plastic surgeon, he agreed as well that my hips were not done, and my waist could also be done again. Not only am I out the $1600.00 I paid for my hips, but I'm also now quoted $6300.00 to get my hips done and waist redone.I understand errors happen, but why try to hide it and say my pictures from the day of surgery are deleted. I now have the paperwork from my postop appointments and all the appointments show no hips on the paperwork.Business response
03/16/2022
Thank you for contacting Sono Bello. ****************** has been in contact with our ******* Practice Manager and a resolution has been reached. Best, Sono Bello.Initial Complaint
02/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Occurred in April 2021 had meeting, discussed issues. Told that i would have hips, waistline, lower abs, upper abs, and a ********* said she didn't know what she was talking about he tells me my hips and waist are the same thing, however I was charged for both and what she said was that they were all the same area. It was 15k which I was told it was going to be around 8500-9000, big difference! A week after meeting Dr. I called to tell them I couldn't do it, due to my having a seizure, loosing my job and driving license. I was told to bad, I had to pay them whether I did the surgery or not. I told them I could prove all of it and they said it didn't matter what I showed, I had to pay. I told her that's a really awful way to respond, she tells me ok I'll give you a 1k discount. She said remember that this gets posted towards your credit report score.Business response
03/07/2022
After review of the file it appears the patient moved forward and had the procedure performed on two separate occasions, one on 05/27/21 and the 2nd stage on 10/21/21. This complaint appears to be asking for an exception to our refund policy on cancelling and not receiving services, however services were rendered therefore no refund is warranted. We ask that the patient please contact us directly if they have any additional questions.Initial Complaint
02/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I scheduled a procedure with Sono Bella for removal of fat around my waist (which included the bra rolls) and my thighs. I had the procedure on 9/27/2021.They initially told me that the procedure called for them to put 6 bags of fluid inside my body to help with the fat removal process and that after the procedure, the fluid would be expelled.After the procedure, there was no fluid anywhere, none of my bandages were even wet. I called them to tell them there was fluid draining, but they said they were not concerned about it, as every patient is different. I wore the compression garment as instructed, with no deviation.On my first post op visit, I expressed concern that there were concaves in my sides, and an unusual indention on my thighs, around the top front, along with some unusual rolls right below the crotch. They said not to worry about it, but suggested I roll it. I purchased a lipo roller per their recommendation and rolled the areas several times daily. The areas did not improve at all, and it became apparent that it was healing in this deformed way. On my last visit to Sono Bella, the nurse looked at me and took photos of the deformed areas on my thighs and waist, and the lack of any decrease in fat deposits around the bra. She acted like it was no big deal, and said they would have to redo the procedure.What? Who would do the procedure?The doctor in the ************* office did this to me, and I'm certainly not having her redo this, as I am not confident that she is skilled enough to fix it where it appears normal.The disfigurement is so bad that I had to cancel a beach trip, there was no way I could wear a bathing suit.All of their ads talk about the great results that make you feel confident & beautiful. This procedure had the exact opposite effect on me. Ive been depressed, cant date or go on a beach vacation until this has been corrected.The deformity is appalling and no one in this organization cares what it has done to me, the shame and humiliation.Business response
03/07/2022
Thank you for sharing the concern. Due to the nature of our elective procedures results and outcomes can and do vary. Unfortunately despite the best efforts of our very skilled surgeons dissatisfaction can occur, which is why we are pleased to offer our satisfaction commitment which states we will touch up areas at no additional cost to the patient when approved by the surgeon. We have been in contact with the patient and have agreed to allow her to switch surgeons based on her comfort and is schedule on 3/17/22 to have her concerns addressed.Customer response
03/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is currently somewhat satisfactory to me. I note:THIS IS NOT A DISSATISFACTION WITH THE RESULTS ONLY. I AM DISFIGURED from the procedure, because the surgeon did a very very poor job. Im unable to wear fitted clothing because the cave in the front of my thighs and hips can be seen! Dissatisfaction is an understatement. If it were at least smooth, I would not be traumatized. Im actually disfigured solely because of this procedure. I am interested to see if they can fix it, otherwise I want a full refund so I can go to a qualified plastic surgeon to see if he can repair it enough to have done sort of confidence with my body.
Sincerely,
*******************Customer response
04/01/2022
Complaint: 16784598
I am rejecting this response because:I have worked with the company to no satisfaction. They are not able to make the necessary corrections, and only believe another procedure will only give me 30% improvement in the areas they mutilated
That is unacceptable, and Im not willing to go through another procedure for maybe 30% improvement. How do I reopen my complaint to ask for a full refund so that I can go to a doctor that can correct the errors they made?
Sincerely,
*******************Business response
04/13/2022
We have been in communication with the patient attempting to find a resolution. As outlined in our consents, post procedure refunds are not an option for dissatisfaction.. We have offered a revision or some alternate resolutions however the patient is not in agreement to any of the options presented to her. We ask that if the patient contact us directly through our patient relations specialist she has been working with.
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Get a QuoteCustomer Complaints Summary
615 total complaints in the last 3 years.
274 complaints closed in the last 12 months.