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 Hartford

  175 Capital Blvd Ste 100 Rocky Hill, CT 06067

  

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:03/11/2025

  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 would like you to please contact your ad partners and request them to remove my contact information from their database. I am being hounded by 5-10 spam emails per day. There is no unsubscribe link in the emails. For that reason I will advise of subsequent emails by this method.

  

  Business Response

  Date: 03/16/2025

  Thank you for contacting Sono Bello. We have removed the contact info provided from our list. Please contact us at ************************************* if you have any further questions or concerns. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/16/2025

   
  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:03/10/2025

  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 2/26/25 I had a consultation with Sono Bello in *******, ** for liposuction (knees, flank, front bra area, and banana roll). I am a 5'3" - 112 lb person. The consultant, *******, was very pushy so I filled out the paperwork. On 2/27/25, *****, a visiting nurse from ***********, called asking if I could come in that same day at 3:15pm ET and if I could, shewould comp a garment, balancer pro treatment, and do the front bra area for free in exchange for the the inconvenience and short notice. She said the pre-op appointment would happen that day. I rearranged my schedule, agreed to come in andarrived at 3:17pm. There was no pro-op. At around 3:40 pm Dr. ****** ******* came in, said I didn't need the banana roll, marked me and left the room less than 5 minutes later. At 4pm nurseAngeliu took me to surgery. At 4:10pm, Dr. ******* enters, turns on his music extremely loud. It was very evident he was in a rush as he quickly made incisions, put the tumescent liquid in and did not wait for the local anesthetic to take effect, rather he started liposuctioning right away. It was terribly painful, he was very rough and did not ask if I was okay. He even answered hisphone during surgery. The whole procedure was impersonal and rough andlasted less than an hour. On 2/28/25 I texted ******* asking if she could confirm the refund and the free garment and balance pro treatment I was promised. On 3/325 I texted Dr. ******* asking about the things promised and asked the pre-op appointment to be refunded since it did not happen. On 3/4/25 at 10:40 am ET, I called ***** to have her confirm I was receiving a refund for the banana roll area, A refund of $1,107 was posted to my account on 3/5/25. This amount is incorrect. I want a refund for not having a proper pre-op appointment, an adjusted refund for the $2,495 surgical fee because there was minimal staff and minimal time spent on the procedure, and a refund for the physical and emotional distress caused bythe doctor.

  Customer Answer

  Date: 03/12/2025

  
  I received an email to complete the form. There was nowhere to upload the signed HIPAA form in the BBB portal so I have attached it here. 
  
  
  Thank you and please confirm receipt of this email.
  
  
  Best,
  Claire
  

  
  

  

  Business Response

  Date: 03/23/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ********** experience has not been exceptional, patient safety and satisfaction are our top priorities. A member of our management team contacted Ms. ******** after we received her complaint, it was explained to her that because she was against taking the oral medication given to patients to assist with relaxation she was in a little more discomfort. It was also explained that this is not a painless procedure. Our team member also discussed her refund amount and this refund was already processed. We look forward to seeing Ms. ******** at her upcoming appointment and ask that if she has any further questions or concerns that she please contact our center directly. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23042918
  
  I am rejecting this response because: ***** called me on March 17 and did not properly address my concerns over the phone. I asked her for her email so I could follow-up rather than text her, as I felt it wasn't professional to text. I emailed her the morning of March 18 (see attached). ***** called me on March 19, but I was in the midst of travel and could not answer. I texted her a quick follow-up to let he know I would not have cell service and asked if she could follow up in email as I would not have cell service for one week. I have not received a response via email as requested.

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

  

  Business Response

  Date: 03/29/2025

  Thank you for contacting Sono Bello. A member of our management team reached out to Ms. ********* yesterday, March 28th, and left a voicemail asking Ms. ******** to please call her when she has reliable phone service. We prefer to communicate via phone to avoid any miscommunication/ misinterpretation of what is being expressed. We ask that she please return her phone call at hear earliest convenience. We look forward to speaking with her. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 05/05/2025

  Yes, I would like this case reopened as no resolution has been reached and I will be filing a claim in court.

   

  Please see the attached documentation of final notice before I file.

   

  Thank you,

  ******

  

  Business Response

  Date: 05/15/2025

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

  Best, 

  Sono Bello

  Customer Answer

  Date: 05/21/2025

   
  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. I still do not recommend Sono Bello's services.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/06/2025

  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 signed up for a Liposuction and AbEx procedure at the end of October 2024. At the time, I was asked to pay $10,719.93 in full in order to receive a discount. I paid the amount and signed the paperwork. The contract clearly states that I may cancel anytime before my preop appointment and receive a refund minus the nonrefundable surgery fee of $2,495. My preop was scheduled on 1/8/25. After a lot of consideration, I did not feel comfortable moving forward. Therefore, I cancelled my surgery on 1/7/25. I called on the morning of 1/8/25 to verify that they received my message to cancel. I spoke with ******* at 7:24am and Breanne at 8:00am. They both stated that they received my message and notated my account, however, I needed to speak with my sales **** **** about the refund. I waited for *** to call me, however, in the meantime, I texted the number that she was communicating with me on. She responded back stating that she has cancelled my surgery and confirmed that the amount of my refund would be $8,224.93. She stated in a text message on 1/13/25, that the refund was processed and I should receive a check in the mail within 4-6 weeks max. At this time, it has been almost 8 weeks and I have not received my refund yet. I have reached out to *** on 2/20/25 and 2/27/25, however, I am not getting a clear answer on where my refund is. I offered to pick up a check at the center but she told me that it comes from accounts receivable at corporate. I would like my refund of $8,224.93,

  Customer Answer

  Date: 03/12/2025

  
  Good evening,
  
  
  Attached is my signed authorization form.  
  Please confirm you have received this and if you need anything further.
  
  
  Thank you,
  ***** ********
  

  
  

  

  Business Response

  Date: 03/23/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******** will not be moving forward with her surgical procedure. Our records indicate that Ms. ********** refund check was issued on March 10, 2025. Our Practice Manager attempted to contact Ms. ******** to discuss her complaint but was unsuccessful in reaching her. Our center emailed Ms. ******** a copy of her refund invoice as proof that the refund was sent. We ask that if she has not received her refund check by the end of the month that she please contact our center directly. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/24/2025

   
  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.

  I received the check on March 18th.  Sono Bello did reach out via phone and email on March 19th.  I responded to the email on the same day stating as much.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/06/2025

  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.

  12/28/2024 I made a deposit of $4000 for lipo on my upper and lower abdomen which left a balance of $6500 for the procedure to take place on 1/10/2025. Upon the pre-op on 1/3/2025 I was advised that I had a hernia and that would have to be taken care of first prior to Lazer Lipo. I was then notified that my $4000 would be refunded since the surgeon could not perform the procedure due to the hernia. After texting numerous times with the patient care consultant who repeatedly informed me that I would receive a full refund but it would take at least 4 weeks; to then find out that it was approved, and her boss would sign and send it on, to then be told that it would be processed manually. As of March 6th I still have not received my refund. No work was done on me; no blood drawn, nothing just a consult and a 15-20min., preop appointment to be told that I couldn't have the procedure until I took care of the hernia. How can this be acceptable to take $4000 from a patient when nothing was done? Can someone please assist. SonoBello is a nationwide business and it's so disappointing that this is how they handle their business. I would like my refund asap.

  

  Business Response

  Date: 03/09/2025

  Thank you for contacting Sono Bello. Our center has been in contact with Ms. **** and have reached a resolution. We ask that if she has any questions or concern that she please contact our center. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:03/05/2025

  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 the laser lipo on my upper/lower abdomen and waist 3/24After the initial consult I was locked in by being pushed to put down a down payment which I was told I would not get it back if I were to all of a sudden cancel, AND my credit had been ran at that appt as well in order to finance. After that I had my preop appointment with the doctor and he straight told me to ignore anything I heard before about the procedure and that its extremely invasive and that it hurts. I was also told that I had a small hernia which I had no idea about before this but the doctor said it wouldnt be a problem. Yet still the nurses downplayed what the doctor said and said that the procedure is not that bad. I still had my doubts but went ahead with the procedure due to already being committed to it and that I would lose money if I didnt do it. Day of my procedure I arrived early, I waited 4 1/2 hours past my scheduled procedure time because they said that the doctors were running behind. Finally they gave me some ***** and pain meds and then took me back for my procedure within 20 mins of giving me the meds. I was awake the whole time. When they were doing my waist I didnt feel much. It wasnt until the doctor started doing my stomach I could feel everything. It felt like I was being gutted like a pig. I was crying and begging for them to stop. There were 2 nurses holding my hands and giving me more meds. The doctor stopped a few times and seemed annoyed by it. Finally he finished the procedure. After they gave me quite a few meds I was feeling drowsy after the procedure was over. They got me dressed and I remember feeling blood running down my legs before they sent me home. Honestly It was like I was in a horror movie. I am now 8 months post and I am def not happy with my results. I feel taken advantage of by Sonobello. They advertise pain free procedure all over the place which is definitely not true. The whole experience was awful and I wish I never went ahead with Sonobello.

  Customer Answer

  Date: 03/12/2025

  Hi, attached below the signed authorization form requested.

   

  Thank you 

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

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

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting Sono Bello. We are sorry to Ms. ********* experience has not been exceptional and that she is not satisfied with her surgical results, patient safety and satisfaction are our top priorities. This is why we offer our patients our Satisfaction Commitment, this commitment states We understand that no physician can specifically predict or guarantee the final results with cosmetic procedures. Despite the skilled work of our 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. Our Practice Manager contacted Ms. ******* after we received her complaint and offered for her to come in and evaluate her results with a different surgeon. We look forward to hearing what Ms. ******* decides to do, however no refund is due as all services purchased were rendered. We ask that if she has any questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23027221
  
  I am rejecting this response because: Sono Bello is a scam. You guys advertise pain free procedures and it was the most painful experience Ive ever had. I am traumatized by my experience with Sono Bello. It has nothing to do with results it has to do with whats right and that I was lied to and taken advantage of. I will NEVER spend money on anything that has to do with Sono Bello. My surgeon is not even with Sono Bello anymore, whether he was let go or left on his own. This is ridiculous and I will keep my review up and make sure people know about my awful experience. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/05/2025

  Type:Order 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 was provided a quote from Sonobello which I agreed to. However Sonobello makes you sign a contract and pay in full before you even meet the surgeon. The surgeon stated I needed other things. Also, the information provided to the surgeon for my meeting was for a different patient, and I spend a portion of time trying to figure out what was going on. After meeting the surgeon Sonobello said to get the expectations me and the surgeon expected I would need to spend basically another $5,000. The quote I originally agreed to was already much higher than i could afford and much more than several other clinics provided. The only reason I agreed to the initial quote is so I wouldn't have to travel for the procedure. Once the revised estimate was given to me, I decided to invote my 3 day cancellation clause per state law, or request Sonobello do the full scope of work for the initial contract. They have refused any sort of refund and now I am stuck going for a procedure I can't afford. This is a complete bait and switch. To make matters worse the sales person told me they would NOT honor WI law and if I decide to pursue this legally they would no longer speak to me. This clinic is poorly run. My initial appointment was rescheduled because nobody came out to get me after 45 minutes sitting there. The second appt. didn't include all the needed procedures. The third appt included wrong procedures to the surgeon. I received no correspondence from the clinic manager, so I will pursue reaching out to the CEO and board of directors next. So now I am stuck going through the procedure and seeing what options I have later for recourse.

  Customer Answer

  Date: 03/05/2025

  Please disregard complaint. I finally had someone higher up resolve this issue for me.
  thanks,
  
  
  *****

  Customer Answer

  Date: 03/25/2025

  
  
  
  I would like to reopen it because the company didnt follow through with our resolution agreement.  How do i proceed?
  
  
  Thanks 
  ***** Vanderpool 
  

  
  

  

  Business Response

  Date: 04/09/2025

  Thank you for contacting Sono Bello. We are sorry to hear Mr. ************ experience has not been exceptional. Our Area Leader has been in contact with him before and after his surgical procedure. He is now in a good place and two weeks post procedure. We ask that if he has any further questions or concerns that he please contact our Area Leader. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 04/09/2025

   
  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:03/04/2025

  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 March 3, 2025, my daughter called Sono Bello ******** to cancel my scheduled procedure for March 19, 2025. When I initially signed up, I was not clearly informed that the $2,495 deposit was non-refundable. English is not my first language, and I did not fully understand what I was signing. The contract did not clearly highlight the non-refundable policy, and it was not properly explained to me during my consultation.I went in for the free consultation, expecting no financial commitment. However, the consultant was very persuasive, making me feel like this procedure was the right choice. They shared stories to convince me, then quickly showed the procedure cost and deposit amountbut never clearly stated that the deposit was non-refundable. They handed me a stack of documents, briefly explained them in a sugarcoated way, and pointed to where I should sign. The papers were taken away immediately after I signed, and it was only after I paid with my credit card that I received copies.Sono Bello sold me dreams and hopes, taking advantage of my lack of knowledge and my desire to feel beautiful.When my daughter called to cancel, she was told my $2,495 refund was under review and that we would get a follow-up call within 24 hours, but no one ever called. She also asked about the $191 extra payment, which was not part of the deposit and should not require approval for a refund, yet we received no confirmation.Despite receiving an email stating my procedure was canceled, I later got a "Welcome to Sono Bello" email, raising concerns that my cancellation was not processed correctly.I have tried to resolve this in good faith, with my daughter calling and emailing multiple times. She also requested a managers contact information, but they refused to provide it.I am requesting a full refund of the $2,495 deposit due to lack of clear disclosure and a refund of the extra $191 payment. I hope BBB can help resolve this fairly.

  

  Business Response

  Date: 03/23/2025

  Thank you for contacting Sono Bello. Our records indicate that Ms. **** has been refunded in full. Our center has been in contact with Ms. ****** daughter. We ask that if they have any further questions or concerns that they please contact our center directly. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/25/2025

   
  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:02/28/2025

  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 went in for a consult on 2/18/25. Was quoted over ***** for the lipo and AbEX.I am 134 pounds and BMI 25.Mostly looking to get skin removed because I didnt have much fat on ******* day I was called about getting the process started. Told me deposit of 2000 to hold a surgery day. I agreed to the transaction over text message and was not told this was not refundable. Was ask for my *** information to obtain a release for me to have the surgery.Scheduled a preop visit on 2/25/25. Meet with ** and went over my medical history.Which I let them know at the consult I previously had thyroid cancer and had surgery a month ago. Still was told it was fine.I asked about my release form from my ** and was told they didnt receive it yet.Nurse told me sometimes its easier for the patient to call to get the release.** said it should be fine without the clearance from my ** to proceed with the surgery.Made me uncomfortable. Still asked me to put money down which I did give them another 6500 because I had to pay it all by the 28th to keep the promotion and discount.I contacted my ** about the procedure and was told that I need to wait and not proceed with the ************ day they called asking for the rest of the money.I let them know I received message from my *** *** told me to wait on having any of the procedures right now. I was not release by my ** to proceed.I ask for refund since I didnt have a timeframe when I would be release to have the procedures.I was told that they could push back my procedure but I told them my appointment is months out to even see if I get released.Nurse asked me if I could move that appointment up and I stated no and would like to get a refund.Nurse tells me she will have consultant contact me because I could lose funds for canceling but it was ** ******** for me not ********** one contacted me next day.I messaged back to talk to supervisor and was told office manger would call me. Still no call back.

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** experience has not been exceptional and that she does not wish to move forward with her surgical procedure at this time. Our Practice Manager has been in contact with Ms. ***** and discussed that they are refunding her $6,005.00. Ms. ***** had informed the center that her endocrinologist had not cleared her for surgery however our center received documentation from doctor's office clearing her for the surgical procedure. Our Practice Manager informed Ms. ***** that per our Financial Agreement After our surgeon has validated your candidacy at your pre-operative appointment any cancellation will result in 100%forfeiture of your procedure cost. We are not retaining 100% of what she has paid, we are only retaining $2,495 which as our Financial Agreement states is none refundable. Ms. ***** can use this funds towards any other procedure that we offer. If she is able to provide documentation suggesting she is a not a medical candidate we would then refund the $2,495.00. We ask that if she has any further question or concerns that she please contact our Practice Manager. 

  Best,

  Sono Bello

   

  Customer Answer

  Date: 04/08/2025

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

  I have sent new documentation showing a recent hospitalization for chest pain/supraventricular tachycardia and I sent document to show that I am currently wearing a heart monitor. Was asked for my thyroid ** to retract her clearance which she states this is not thyroid related that this is a cardiac issue. Waiting for response at the moment for the 2495 and I have yet to receive the 6005 refund after waiting a month. Will update as I get response.
  
  Sincerely,
  
  ***** Nodes

• Initial Complaint

  Date:02/24/2025

  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.

  After meeting with ***** *******, I attempted to reschedule my appointment in ************* due to not being able to get an appointment with my PCP. She would not return my calls. After the appointment with Sonobello doctors, it became clear the 5-7 day recovery would not be possible. Tried to reschedule the procedure, no return calls. My PCP indicated more like a 4-8 wk recovery and would not clear me for this procedure. Not an option as I am sole care giver for my husband w/dementia and Alzheimers. Again, no return calls. Finally she indicated she would send refund request to ****. Was told it would go straight to CC, but only $1400+ recd in the mail and nothing applied to CC. Calls to **** ofc. Said had to go thru PBurg ofc. Said I didnt get procedure so, keeping $2400. I said my *** would not release for this procedure due to the lies she told me about recovery time, knowing I was sole caregiver and had just opened a new business and we were entering busiest time. Had she been honest with me knowing my personal shortcomings, I never would have scheduled such an extensive surgery. I told them at my ****, ** appointment and they said they were waiting on my ***s release and couldnt proceed until they got it anyway and to call ************* to reschedule. Once I learned my *** would not release me for that surgery, calls and e-mails continued and still continue to go unanswered. I indicated in my last email to ***** ******* that I was willing to pay a reasonable consult fee to her and for the *** visit in ****, but keeping the total $2400 is not reasonable in my estimation. Especially since they couldnt do any surgery without my ***s release

  

  Business Response

  Date: 03/16/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. *********** experience has not been exceptional. Our center contacted Ms. ********* after they received her complaint to address her concerns. On March 14, 2025, Ms. ********* provided our center a note from her doctor not clearing her from surgery. Our center informed her they they will be refunding the remaining funds. We ask that if she has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/16/2025

   
  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:02/13/2025

  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 was informed on my visit with ** on 2/10/25 that the extra skin nearly a year after my procedure does not have a remedy that can be provided by Sono Bello ******/******. The ** told me that he would have to remove the extra skin via surgery and that it probably wouldn't look good because of my tattoo near my hips. He might not even have enough skin to raise my belly button. I am a professional in the exercise industry teaching over 26 pilates classes a week. I cannot even raise my shirt without revealing my the wrinkled skin on my abdomen. The ** suggested non invasive RF and micro-needling which is an extra expense on me even though it's obvious he took too much fat off. When I expressed this in my survey after the appt, a woman called. She basically blamed abnormalities that were hidden under my skin as the problem but continued to state that she understood and speaking for herself and her experiences the extra skin is a trade off for the surgery results of a smaller waist. i completely disagree and do not appreciate her making light of my results and my dissatisfaction. She did apologize and asked how Sono Bello could make it right. She said she would reach out once she figured out what she could do on her end. I said I would think of something as well, but the only thing I can think of is a stipend to out toward RF and micro-needling to attempt to stimulate the collagen to smooth the extra skin. My phone is ************ if anyone wants to speak further.

  Customer Answer

  Date: 02/20/2025

  
  
  Thank you for looking into this for me. Please find attached the authorization form as requested by BBB. Please let me know if any other information is needed. 
  
  
  Thank you, 
  
  
  ****** ************
  

  
  

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Sono Bello. Our Patient Relations Manager has been in contact with Ms. ************ and they have 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

  Customer Answer

  Date: 02/27/2025

  This matter was resolved amicably between both parties. I wish to **** the complaint case ******** as resolved against Sono Bello of ******, **.