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

  500 Corporate Pkwy Ste 140 Buffalo, NY 14226

  
• 

  Sono Bello

  200 White Spruce Blvd Ste 100 Rochester, NY 14623

  
• 

  Sono Bello Woodbridge

  10 Woodbridge Center Dr Suite 100 Woodbridge, NJ 07095

  

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:10/29/2024

  Type:Customer Service 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.

  on 10/25/2024 I had the opportunity to visit one of the Sono bello offices located on **********************************************. As per ******** advertisement and a text message from above office I believed that the initial consultation is fee/ complementary . My expectation was that I will see an MD or a nurse and will be able to receive a verbal and written information about the procedure as per patient bill of rights. I was hoping that all my questions regarding risks versus benefits of the procedure will be answered by a medical professional and only then I will be able to make an informed decision. Unfortunately the only information that I received were a few before and after photos and I was assured that I will look great and there is no a chance for complications. Then I was rushed to sign a financial agreement without being allowed time to read it and was pushed to provide full payment for the procedure before I was able to see a surgeon. The consultant did not informed me that I will be charged 2495$ if I book the procedure After reading patient reviews I decided that I am not willing to accept the risks and notified the above mentioned business that I would like my pre op appointment and the procedure to be canceled and the 6000 $ refunded . Please note that I was charged 6000 $ instead so call surgical fee of 2495$ . As a nurse who always made sure that all of her patients were well informed about any treatments or procedures and all their questions are answered before they are able to make an informed decision, I believe that above described practice is unfair and that the financial agreement is designed to force the patients to undergo procedures without receiving any information about any risks and possible complications.

  

  Business Response

  Date: 11/03/2024

  Thank you for contacting Sono Bello. Our Practice Manager has been in contact with Ms. ***** and addressed her complaint. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:10/23/2024

  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 visited Sono Bello on September 24, 2024 to get a consultation for body contouring . I was told that I was a perfect client for their services. I was asked to pay a $1000.00 deposit so I can get a discount on the services. I was told that I can bring in a cashiers check for the remainder balance on the day of my pre-op appointment with Dr ******** September 26, 2024 was the day of the pre-op with *** ******* Dr ****** stated that he was very uncomfortable with doing any procedure with my arm because of the rod I had placed in it 2 years ago after it was broken. I said ok. I went back to the consultation ***resentative and explained and asked for my refund and she told me that I will have it within 2 weeks. I was contacted by another *** named ***** who yelled at me and told me that the company is not handing out refunds and the consultation *** named ***** was wrong for telling me I can get one. ***** also stated that I better be glad it was just $1000, If the *** is uncomfortable with performing surgery on my arm I am ok with that. I just want my money back like I was told during my consultation.

  Customer Answer

  Date: 11/07/2024

   
  This is in regards to complaint #********. I was contacted by SonoBello. I was told that I will have a full refund with ***** business days. Thank you for your assistance with this matter.
  
  Sent from *** ***** **********************

• Initial Complaint

  Date:10/18/2024

  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.

  This business has used and obtain my personal emails without my consent to email me constantly. I was employed there for a year, but never gave my personal emails for them to use for sales. I have unsubscribed time and time again but they never stop emailing me. I only gave them my email ONCE for employment purposes only and then used our internal email otherwise when I was hired.

  

  Business Response

  Date: 11/01/2024

  Thank you for contacting Sono Bello. Ms. ******** has been removed from our marketing lists. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/01/2024

   
  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

  Date:10/17/2024

  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.

  On February 5th, I attended a consultation at the ****** location, where I was quoted $12,000 for surgery. During the consultation, I informed the nurse that I could not pay the full amount upfront. She mentioned funding options, and after providing my Social Security number, I was approved for Care Credit. I tentatively scheduled the surgery for April, paying a $1,000 deposit at that time. On April 1st, I was charged an additional $800 as part of the deposit.Unfortunately, I lost my job and decided against incurring further debt. When I communicated this to the clinic, they suggested rescheduling my surgery until I found employment. I was out of work for four months, which affected my ability to meet financial obligations and ultimately led to Care Credit withdrawing their funding. When I reached out to the clinic for a refund, they advised me to seek another lender which I could not find given my credit score.I have not undergone the surgery, and I find the clinic's lack of communication and support during this challenging time incredibly frustrating.Given my circumstances, I believe a full refund of my deposit is warranted. I appreciate your assistance in resolving this matter promptly.

  

  Business Response

  Date: 11/01/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ********* experience has not been exceptional. Our Practice Manager attempted to contact her a couple of times but has been unsuccessful in reaching her, she left voicemails asking her to call her back. We hope to hear from Ms. ******* soon to discuss her case.

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22437459
  
  I am rejecting this response because: When I attempted to call back they only wanted to schedule a surgery, which I can not afford to go into debt for. I only want my deposit back. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/12/2024

  Thank you for contacting Sono Bello. We again attempted to contact Ms. ******* to discuss her complaint but have been unable to reach her. Our center has decided to move forward with refunding her deposit but need to confirm personal information in order to process her refund. We ask that she please contact our center at her earliest convenience.

  Best,

  Sono Bello

• Initial Complaint

  Date:10/16/2024

  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 a consultation with ****** ******* on August 30th..during the consultation after going through several questions it was determined that I was qualified to move forward in having the procedure done. The overall cost was $8300. I gave her 2000 cash 1000 from my debit card and 5300 against my Venmo card and was to return on 9/4/24 For a pre-surgical evaluation with Dr. ****** at 11:30. During that evaluation, I was denied surgery and was told I would get a total refund not to be concerned here it is 10/15/24, and no refund I have spoken to ******, ******* ****** who is finances and another ***** in a different office and all I hear is its been approved and waiting is a normal thing. Theyve also claimed they have no way to get it pushed forward. Ive made so many phone calls only to be shut down every timeon 10/14 I spoke to ***** with the same thing its been approved. & theres nothing more she can do..They didnt have any trouble Taking my money, and I am hoping that you will be able to help me get my refund or at least point me in the right direction I have explained I am retired and now it where this is costing me money in paying for service I never received. Thank you

  Customer Answer

  Date: 10/25/2024

  I have received full refund from Sono Bello thank you so much for your help..
  Sincerely, ***** *******
  

  
  

• Initial Complaint

  Date:10/11/2024

  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.

  Surgery date - 4/15/2024 2 follow up appointments but ** does not see you in these. I asked because the results were really bad and obvious too aggressive lipo was done. They said the ** will not see me until the 6 month ***** 3rd follow up appointment 10/11/2024 I asked about the lumps and fibrosis in all of my follow up appointments and kept being told it was normal and to keep using the roller and doing self lymphatic **aining massage. I asked in my first follow up appointment if I should get professional massage and was told it's really expensive when you can just do it yourself. I followed all post op instructions and wore my compression garment 3 times longer than suggested because of the lumpiness. My stomach is deformed, my "bra fat" area looks like 2 holes taken out and my arms look scooped out. The lipo was too aggressive and too much taken out. On my 3rd follow up at 6 months, I asked about fixing it and the ** tried to sell me a tummy tuck. There is a little loose skin but tightening the skin just has lumps under tight skin. It doesn't fix the problem. I have started professional massages to try to fix it and bought a cavitation machine for home use as well. I have spent $2,000 between the machine and massages and I will have to spend a lot more to even see improvement. This has completely **ained my mental health and my bank account. ******************** takes no responsibility for botching the surgery and is just trying to sell me more services. They offer to do adjustments at no charge but in my 3rd appointment when I asked about fixing it she just tried to get me to buy a tummy tuck. Which, again, will not get rid of lumps and bumps under the skin.

  

  Business Response

  Date: 10/28/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. Our center contacted Ms. ******** after we received her complaint and are working with her on a possible resolution. We ask that if she has any questions or concerns that she please contact our center. 

  Best,

  Sono Bello

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22411072
  
  I am rejecting this response because:

  Someone called and said they would relay dissatisfaction to corporate. There was no attempt or even statement that they were "working on a resolution." The only offer so far has to been to give me a price on a tummy tuck. So they are trying to sell me another service. I consulted with 2 plastic surgeons who said they would absolutely NOT give me or recommend a tummy tuck because I do not have enough loose skin and I would end up with massive scarring and likely nerve damage and infections. They also told me that the lumps would still be there. In addition, there is nothing that can be done about my arms or bra fat area at all. The lipo was way too aggressive and I will likely have this disfigured look from now on. 

  IHave now spent an additional $2,200 on massages and a machine. And i will have to spend thousands more just for a small improvement. 

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

  

  Business Response

  Date: 11/05/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******** is not satisfied with her surgical results. Our Patient Relations Manager from our corporate office has been attempting to contact her but has been unsuccessful in reaching her. She first attempted to contact her on November 1 and left a voicemail asking her to contact her. She also attempted again today, November 5th but was unable to reach her. We ask that she please call our Patient Relations Manager when she is ready to discuss her case. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22411072
  
  I am rejecting this response because:

  Spoke to someone at sonobello who said they would "look into it." Haven't heard back. I have now spent an additional $2500 in machines and massages trying to get the deformities in my stomach slightly better. My arms are not fixable according to my other consultations. I just have to live with the oddity. Consensus is that it was extreme over aggression on the surgeons part. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/27/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. For this reason we offer our patients our Satisfaction Commitments which states We understand that no physician can specifically predict or guarantee the final results with cosmetic procedures. Despite the skilled work of our surgeons 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 there is an opportunity for improvement without compromising your surgical results, we will gladly offer you an additional procedure with only the cost of your surgical facility fee of $2,495. Ms. ******** met with her surgeon for evaluation of her results on October 11, 2024. She was also offered a second opinion with a different surgeon but she declined that option. Our Patient Relations Manager has been in contact with her to offer an alternative resolution which she declined as well.

  As stated earlier we are sorry to hear she is not satisfied with her surgical results, as stated in our consent medicine is not an exact science and dissatisfaction can occur. Our Financial Agreement which she signed and initialed states "We have carefully explained to you the elective nature of this procedure. You have been informed of the risks of this procedure. Please be advised that we do not offer post-procedure refunds under any circumstance. We ask that if she would like to continue discussing her options that she please contact our Patient Relations Manager. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22411072
  
  I am rejecting this response because:

  I was not informed of risks and when I asked to see the doctor they refused until the 6 month checkup. I repeatedly expressed concern with the lumpiness and uneveness and was told by the nurses to just use the roller. I continued with the advice of sonobello employees. They specifically told me not to spend money on expensive massages and to do them myself and use the roller. 

  There is no other procedure sonobello can do. There is no more fat to lipo and there is not enough skin to do a tummy tuck. 

   

  I've had 3 consultations with other surgeons and found that I need a surgery to remove the scar tissue that will be over 8k. That's why i requested a full refund. So that I could pay to get my stomach fixed. My arms are not fixable. It's not loose skin. It's over aggressive lipo. 

  TThe upper bra fat area is also not fixable. It's just a hole. 

  One area being unpredictable would be more beleiveable but all 5 areas treated being completely botched is incompetence. 

  If i cannot i cannot get a full refund i will proceed with the legal action inhave started. Sonobello should take responsibility when their surgeons completely botch all 5 areas on one person.

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

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising 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.

  Last year I had a procedure. I was then billed twice for something I never had done or wanted. ***** I called and complained numerous times, finely I got a manager to sa she would take care of it only to see one charge taken off.I still paid ***** and was told too bad no refunds.

  

  Business Response

  Date: 10/24/2024

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

  Best,

  Sono Bello

• Initial Complaint

  Date:10/10/2024

  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.

  On 9/22/23 have procedure done. when going back for f/u I requested an MD because I was experiencing abdominal pain and distortion and numbness. Each f/u visit was with a RN who stated they would relay my concerns. The final f/u (#6) visit rescheduled to 4/29/24. I was notified a week before 4/22/24 {original appt] that my *** was retiring. at that point I had to request a final visit which was given on 6/7/24. He did not address my concerns rather told me that he would fix the front for a charge and the other sites were fine. On Spoke with manager in ********** location. She apologized and gave me an appt with the Raleigh office on 10/1/24. The doctor that I saw stated she would do a revision for posterior sites but will only do it if I get the anterior tummy tuck with an for an addition of $5200. On 10/2/24 I spoke with ********** manager about options she said she will get back to me. On 10/7/24 I called and was informed she no longer works there. The receptionist stated that she would notify the Raleigh office regarding the matter. To date have not giving a response.

  

  Business Response

  Date: 10/16/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. Our Practice Manager reached out to Ms. ****** after we received her complaint and discussed her case. It was explained that at her pre-operative appointment Ms. ****** was informed that to have better results our surgeon suggested that she add AbEX (skin removal) to her procedure. Ms. ****** opted not to do so. After her procedure when she was fully healed she met with two of our surgeons to review her results, both surgeons stated that her results would have been better is she had added the AbEX. One of the surgeons agreed to touch up the areas she had previously purchased but greatly recommended that she add the AbEX. Ms. ****** is requesting a refund of the funds that she paid for the procedure that she received or that we do the AbEX at no cost to her. Our Practice Manager reminded Ms. ****** of the Financial Agreement which she signed and initialed. This agreement states We have carefully explained to you the elective nature of this procedure. You have been informed of the risks of this procedure. Please be advised that we do not offer post-procedure refunds under any circumstance. We also can't do surgical procedures at no cost. We ask that if Ms. ****** would like to continue discussing her case that she please reach out to our Practice Manager. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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 did lipo back in January 2022. I was told I can get the look that I wanted. I spent over $11k. I wasnt happy with my results. I had a follow up appointment in December 2023, the appointment was rescheduled to March, I received another called they had to reschedule the appointment, I believe it was rescheduled for May, I then received another call and it was rescheduled for July since the doctor that did my lipo was out of office. I never heard from anyone after that and were now in October 2024. I called and left messages and I never received a return call.

  Customer Answer

  Date: 10/15/2024

  Good morning,

   

  I entered an incorrect amount in my complaint. I think I spent closer to $14k. 

  

  Business Response

  Date: 10/24/2024

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. Our center has attempted to contact her after receiving her complaint but has not been successful in reaching her. We ask that she please contact our center at her earliest convenience. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 10/31/2024

  Good evening,

   

  I did receive a message from the business today for me to call to schedule an appointment today. But I am no longer interested an appointment since more than likely they would cancel or reschedule without providing notice and/or give me the runaround like they did for the past 9+months. I am more interested in a refund.

   

  Sincerely,

  *******

  
  

  

  Business Response

  Date: 11/05/2024

  Thank you for contacting Sono Bello. Our center again attempted to contact Ms. ****** after she reopened her complaint but she has not been responding to our phone calls or messages. Ms. ****** is not entitled to a refund as the Financial Agreement that she signed and initialed states "We have carefully explained to you the elective nature of this procedure. You have been informed of the risks of this procedure. Please be advised that we do not offer post-procedure refunds under any circumstance. We encourage Ms. ****** to return our phone calls so we can discuss her case and work on a plan to move forward. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/13/2024

  
  No, they never reached back out to me.
  
  Thanks
  Adeline 
  

  
  

  

  Business Response

  Date: 11/17/2024

  Thank you for contacting Sono Bello. As stated in our first response we are sorry to hear Ms. ****** is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. A member of our management team was able to connect with Ms. ****** to discuss her case. Ms. ****** informed her that her area of concern was her abdomen and that she had gone this route because it was much less of a recovery time. Our team member reviewed with Ms. ****** that while looking at her before and after pictures, she had noticeable difference. Ms. ****** is looking to remove her visceral fat but that is not something we do here at Sono Bello. Ms. ****** was informed that with a proper diet and exercise she could lose it. Our team member also reviewed the last appointment note from our surgeon requesting to see her in 3 months to reevaluate the areas and possibly reposition the umbilicus. Ms. ****** stated that she had an appointment set up and it got cancelled due to our surgeon being out. Our team member apologized for her troubles with scheduling and offered to get Ms. ****** in front of our surgeon to reevaluate her results and see what the next steps include for her. Ms. ****** stated that she would consider meeting with our surgeon but wanted time to think about it. Our team member sent Ms. ****** an email so that it would be easier for her to connect since they were having a hard time connecting. 

  We look forward to seeing Ms. ****** in our center to evaluate her results and see what her next steps will be. However, no refund is due as all services purchased have been rendered. We look forward to hearing from Ms. ****** soon. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 11/25/2024

  No, I havent scheduled any appointments yet.
  
  *******
  

  
  

• Initial Complaint

  Date:10/08/2024

  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 paid for my wife to have a tummy tuck and lift for our wedding and it did nothing

  

  Business Response

  Date: 10/18/2024

  Thank you for contacting Sono Bello. We have attempted to contact Ms. ******* to address his complaint but have been unable to reach him. We are unable to identify his wife based on the phone number and email provided. We ask that he please return our phone call at his earliest convenience. 

  Best, 

  Sono Bello