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

  500 Corporate Pkwy Ste 140 Buffalo, NY 14226

  
• 

  Sono Bello Body Contouring & Facial Aesthetics

  1 Hollow Ln Ste 100 New Hyde Park, NY 11042

  
• 

  Sono Bello Pittsburgh

  51 Dutilh Rd Ste 300 Cranberry Township, PA 16066

  
• 

  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:12/09/2022

  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 September 22nd, 2022 consulted with Sonobello about liposuction surgery. I consulted with ****** and after asking a few questions and telling me that liposuction was laser-assisted she proceeded to create a quote. The quote was $24,449.00 for 9 procedure areas. However, if I did the surgery ASAP I would get a discount of $5,500.00 so the total came up to *****. I said I had to come up with the money to pay for the surgery, to which she responded that to keep that discount I had to give them "something" and pay the balance soon after. I gave them $2,000 dollars down. After confirming the funds I called ****** to schedule the surgery. She took the credit card information and told me someone would contact me for the pre-op appointment with the doctor. At the pre-op, the doctor found I should add 3 more areas because it'd look bad if I didn't do liposuction on them. So I also asked if they could do one area as well later on. They added these surgeries to the list but I did not pay for them at that time. On surgery day they took me in and did my vitals. They kept on registering high blood pressure every time they took it. At one point someone came in with a blood pressure machine and the vitals showed up normal. They gave me 1 Xanax and antibiotics. They left me in the room for a while until the doctor was ready for me. They injected me the local anesthesia which I felt when the doctor injected it. Then he proceeded with the fluid, then the liposuction. Towards the middle of the surgery, I felt absolutely everything. I told him that it was extremely painful but he did not stop, nor did he offer relieving meds. So I came out terrified of that experience. During the post-op appointment, I told the nurse about my experience. She said they would give me an additional Xanax for the next procedure. Well, I am terrified to have the operation without general anesthesia. Xanax is not anesthesia. and ****** told me they will not refund the money for the remaining surgeries

  

  Business Response

  Date: 12/22/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patient does not want to complete the remaining areas she purchased.  Our records show ************** has been refunded for the untreated areas.  Best, Sono Bello.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18453146
  
  I am rejecting this response because: They took over ****** dollars from me and performed less than half of the areas described on the original agreement.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/06/2022

  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 must say, I truly regret walking into Sonobello. I initially went into Sonobello for my first consultation on 10/25/22. I was interested in getting the tri-sculpt procedure. I discussed my goals with ******, the patient care coordinator, and she stated that I would be a good candidate for it and we also discussed me coming back to possibly receive the Ab-EX procedure later in the future. She stated that the doctor would be able to remove a great deal of fat from my abdomen and waist, and then I can just come back to schedule another procedure to get rid of excess skin. Per her request, I paid a $2500 deposit towards my procedure. When I returned back to Sono Bello for my pre-op appointment with the physician on 11-15-22, he informed me that I would not see a difference because I had alot of muscle laxity. The doctor stated that I shouldnt have the procedure, and recommended that I should consider getting abdominoplasty instead in order to have the results I desired. After speaking with the doctor, I requested to cancel my procedure because the doctor stated that the procedure wouldnt really make much of a difference because of my muscle laxity. The patient care coordinator was made aware that I wanted to cancel and she came into the room after the doctor left and told me that even if I canceled my procedure, I would not be getting my down payment back. I shared with her what the doctor stated regarding how I wouldnt see much of a difference at all unless I received abdominoplasty and she told me that I should just go through with the surgery because Im not getting my money back and that the doctors dont always know what their talking about. She told me that the doctor would be generous and remove alot fat from my from my treatment areas and that I would see a big difference despite what he had told me. She told me to disregard what the doctor said and go through with the procedure because it would be a waste of $2500 if I did not. She stayed in the room with me for 10 minutes trying to convince me that I needed to go through with the surgery. I ended up reluctantly listening to the patient care coordinator because I believed she truly had my best interest at heart. I went through with the surgery on 11-29-22. And now, almost feel like I was bullied into getting a procedure that was not going to give me the results that I desired. On the day of the procedure, after the doctor was finished, I heard him say to the nurse in the operating room that he didnt see a difference. I guess he didnt realize that I was awake and that I heard what he said. My surgery was a total of $8500. My treatment areas were my upper abdomen, lower, abdomen, and waist. I also did my upper arms. Though my arms are swollen, I do see a difference. However, my other treatment areas look awful. I would even argue that they look much worse and its been over a week since I had this procedure. I do understand that there is going to be some swelling, but right now I look as if Im eight months pregnant. Ive been crying every single day since Ive had this procedure done because I knew that I no longer wanted this procedure, but I fell for the deceitful tactics of the patient care coordinator. I would like my $6000 to be refunded to my CareCredit card. I dont even care about receiving the rest of the money back, because I do see somewhat of a difference in my arms, but my waist and abdomen look beyond awful. My flanks are huge and pinchable, and it looks as if not one single ounce of fat was removed. I feel so deceived, I hate that I was so ****. I really trusted the patient care coordinator. Its sick how people could be so money, hungry and sales driven that they would convince someone to get a procedure that they knew would not provide the results they desired. I am a single mother and this is the first time in years that Ive ever done anything for myself to make me feel happy, and now I feel even worse. All I want is a $6000 refund on my care credit card!

  

  Business Response

  Date: 12/22/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patient is not satisfied with the results of her surgical procedure.  ************************ is less than 1-Month from her surgery date and was recently seen in the center for a follow-up appointment.  Post-op swelling is reviewed during the patients Pre-Op appointment, in the educational materials the patient is sent home with prior to and after surgery and we recently reviewed the healing process with ************************ during her recent appointment.  She was assured that she can reach out to us anytime with any questions or concerns and we look forward to seeing her for future appointments.  Best, Sono Bello.

• Initial Complaint

  Date:12/06/2022

  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 to Sono Bello on 11/29/2022 for a consultation for liposuction laser treatment for upper abdomen and back, as well as **** ***************** Contouring treatments (stated in the attached contract). That day, they booked my lipo procedure for two days later (12/01/2022) and I signed paperwork and paid the full amount of $5,908.00 that day. My pre-op appt was on 11/30 (next day), where my blood pressure was high during the exam (they checked twice). They said I could be given medication before surgery. In the afternoon of 11/30, I started to have a panic attack about the procedure. I called the office telling them I don't feel well and need to postpone my surgery. However, they informed me that I would lost 100% of the money I paid because they could not fill my slot (even though their schedule is not that full because they were able to book me in for 2 days later). They stated that in the contract, it says I have to cancel within 5 days. However, I did not actually have 5 days since the appointment was booked for 2 days later. I couldn't sleep that night and my blood pressure was very high. I went to the doctor the next day and confirmed that my blood pressure was still high and I also had a sore throat (I was sick) and had to be prescribed antibiotics (documents attached). I called again the morning of the surgery and told them I'm still not feeling well and won't be able to go through with it. They told me I could re-book my liposuction and pay $2000 more. However, I am afraid that the same panic attack will happen again. I told them I would just do the **** Venus ****** treatments. They then proceeded to tell me that I would not get **** treatments and they would only give me three treatments, despite the contract saying ****. I told them nothing in the contract says only 3 treatments being provided and the doctor said she had been doing this for years and they only gives 3 treatments as part of the Diamond package, but this is not stated in contract.

  Customer Answer

  Date: 12/14/2022

  I am writing to inform you that complaint #******** has been resolved with the business. Thank you. 
  
  - *********************
  

  
  

• Initial Complaint

  Date:12/05/2022

  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.

  Initial payment of $9,000.00 made on Monday, October 31, 2022 in consultation with ***************************** at the ********** location (**** **************** - ************).Physician consultation on Friday, November 4, 2022 at ***********************************************************-************. After consultation I contacted the ********* office by phone on November 4 and advised their staff that I would not be having the procedure. I received a call back from ***************************** on the 4th requesting that I think about it over the weekend. But that she would be on vacation all the next week and would contact me when she returned. I did not want to wait that long before advising Sono Bello in writing that I no longer wanted their services. So, I called the ********* office on November 7 to confirm my request to cancel. I did not receive a response so I emailed *********************, practice manager, and their website, **************************************** on November 8. I received no phone calls or emails from them. I waited to see if my refund would appear on my credit card, but it didnt. I contacted ********************* by email Monday, No ******************************************************** email. I called the ********** office on Monday, November 28 to speak with ***************************** but was told she was on a call. I left a message with the receptionist to have her or *********************** at the ********* office to return my call. As of this date I have not heard from anyone from Sono Bello.

  

  Business Response

  Date: 01/09/2023

  Thank you for contacting Sono Bello and we're sorry to hear this patient no longer wishes to have surgery with us.  ************************ deposit was be refunded.  Best, Sono Bello.

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:12/01/2022

  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.

  Botched my body, made sexually harassing comments about my *******, which he was not even doing any procedure on, walked out in the middle of my asking him questions, and refused to take responsibility for the lack of information provided to me prior to procedure. After Spending over $8000, he told me that what I should have had was another procedure which costs between $10000-$15000 in the first place, but never even discussed the other procedure with me beforehand. He also never made mention of risks and never even discussed with me that I may not want to have the procedure he was performing due to the possibility that it would turn out the way it did. He was dismissive and arrogant and ridiculously unprofessional. He is liked due to his irreverent and flamboyant personality, which he uses to disguise his lack of talent as a surgeon. That is why he works at sono bello, the company where bad plastic surgeons end up.

  

  Business Response

  Date: 12/14/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patients experience with us was not exceptional.  ************** has spoken with our Director of Patient Experience and reached a resolution.  We appreciate the opportunity to work with this patient on a resolution.  Best, Sono Bello.

• Initial Complaint

  Date:12/01/2022

  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.

  Hello! I had the worst treatment from a Sono Bello representative - *********************. She yelled at me and called me names. She refused to listen to what I was saying. She was extremely rude. Her supervisor needs to be aware of her behavior. I asked for her supervisors name and she refused to provide it. Thanks!

  

  Business Response

  Date: 12/06/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patients experience has not been exceptional.  **************** has spoken with our Director of Patient Experience and they have reached a resolution.  Best, Sono Bello.

• Initial Complaint

  Date:12/01/2022

  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.

  Initial Consultation March 23, 2022 . I told the rep that I had a trip to Europe planned for early June, concerned about timing & results. She assured me that I would look fabulous & would love my results. Just perfect timing. she dispelled my fears & got the procedure scheduled. I was truly excited & paid $11,000 in full upfront. My pre-operative appointment with the surgeon was canceled (no longer with the clinic) Day of procedure (April 28). I had not met the surgeon, and had not had a pre-op appointment (that should have been my first red flag). *************** was aggressive & rough. I signed up for ***** treatments, wanting to give myself the best recovery chances. Halfway through the sessions, the tech was not happy with my results.I went on my Europe trip. I looked & felt like a baby elephant. I asked to speak with the surgeon on numerous occasions, they would not allow it.At my 6 month post op appt with ******************* (different Dr) he gave me some disturbing insight:This procedure should NEVER have been done 6 weeks prior to my vacation. He said 6 months minimum if youre planning a trip. He agreed that multiple areas did not look good.He said that he would make note of all this in my file. I followed up with ******* (office manager), she offered to schedule the procedure. Either the doctor did not make the notes or she ignored them. I requested a refund of my procedure or at least half the cost. She declined & offered a $1500 refund.Looking back at the alarming complaints that you have received, I have a few comments:1.Everyone has received the same canned response from this clinic 2.A large number of the 146 complaints that you have are from surgeries in April 22 the ********************* should be notified.-My pre op assessment date was cancelled, the surgeon left the clinic -My surgery done by a traveling surgeon, no longer with the clinic -Reps selling the product do not appear to be medically trained, however, they promise amazing results

  Customer Answer

  Date: 12/22/2022

  Regarding case #******** - I have had NO response from BBB since 12/5/22 nor Sono Bello. I do not want this to go unanswered - Sono Bello offered a partial refund of $1500 which is not acceptable

  

  Business Response

  Date: 01/09/2023

  Thank you for sharing the concern.  We are sorry to hear we were unable to meet the patient expectation with our procedures.  We have been in touch with the patient and are currently working on a resolution. 

• Initial Complaint

  Date:11/28/2022

  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 10/19/22 I visited sono bello in ************* ** and signed up for the AbEX procedure. I paid upfront in full that day with a cashiers check totaling $6,958.43. I asked and was told several times that if any medical issues came up I could cancel and get a full refund. I was also told that only AFTER a pre-op consultation do you forfeit the money UNLESS a medical issue arises.I canceled my pre-op appt that was scheduled for 11/2/22 more than 24 hrs in advance and at the same time I cancelled the procedure that was scheduled for 11/9/22. No services had been rendered to me at this point AND I cancelled due to the development of an acute medical condition that would make it unsafe. I contacted sono bello customer service by phone explaining this and they transferred me to the Winston ******** by phone. It was at this point (morning of 11/1/22) that I notified them of this and cancelled both appointments.I was told to send a drs note to them (which I did) and the FULL amount of money would be refunded to me by their accounting department. I was advised it would take ***** days to process thatI acknowledged and agreed. It is now November 28thalmost a month after that phone call and I have yet to receive that money. I expect to receive the full refund of $6,958.43 within three weeks (21 days). If I have not received it at that point, legal action will be taken to recover MY funds that are being illegally withheld.

  

  Business Response

  Date: 12/17/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patient no longer wishes to have surgery with us.  ****************** deposit will be refunded.  Best, Sono Bello.

• Initial Complaint

  Date:11/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for a consult 11/26/2022 today and was met with a woman with a lot of misplaced energy. Anyways, she urges me to drop **** dollars but i told her I didnt have it and she said 500. I spent my money and was not given a date. However she did assign me a black surgeon and Im offended because I feel it was on purpose as I am a black woman. Not only that I was assured my Anemia wouldnt be an issue by a Certified saleperson who by the way never mentioned that. I cannot do this , from the jump its felt off and as the hours passed it got worst. The woman said to check reviews and well I did. Nobody , at all 70 locations liked their result. Well nobody of color. Im tempted to believe you guys only do the white clients good. I was also told that theres been no deaths and that is untrue. There was a lidocaine OD thats been settled. Other clients report being doped up but still feeling pain. I was under the impression that she was trust worthy but instead she told me things thats not true, and could risk my life. I also noticed they charge based not off weight but how you look. I was Quoted **** for the same thing people paying 15k for. I was skeptical while in that office with that woman. Guaranteeing results and shes not even a plastic surgeon. I also have no date of surgery. My contract is no longer valid. I told her my concerns and health issues and she just marked me as healthy. Please refund me or Ill be forced to Report you guys to the board next for malpractice.

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting Sono Bello.  ********************** deposit will be refunded.  Best, Sono Bello.

• Initial Complaint

  Date:11/26/2022

  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.

  My surgery was 10/20/22. I spent $9,000 for lipo on my waist, upper and lower abdomen and bra rolls. To begin with, the Pre op instructions/items were not given on the pre op appointment. I was promised My surgery would be at 2:30pm. I arrive at 1pm and my surgery does not begin until 6pm with no communication unless i asked for it. I was so upset, scared, alone, already nervous because i did not know what to expect and now hungry and cold because Ive been in a cold room and thin robe for 5 hours! I expressed my concerns and people would hear me but not listen. Theres a difference. Fast forward to 5:57pm, I was given oral medication 3 MINUTES before walking into the OR and i felt everything!!! Even after the numbing solution was Inserted into my body!!! Truly traumatizing. After surgery, the male nurse states he is ready to go home, it is his Friday and he starts cleaning up before i even get out of the surgery bed. They didnt even have the right garment size for me. 2 sizes too big. I had lipo in my waist, back, bra rolls and both abdomen areas. I am supposed to be tight into a garment. He calls my ride over 10 times ******* her to come pick me up, even though THEY were late for MY SCHEDULED APPOINTMENT. Once my ride gets to sonobello, he rushes the after care and makes her sign before he is even done with the instructions. I call for a WHOLE WEEK after my surgery demanding to speak to someone and ****** the schedule manager never got back to me but somehow i get an email with a gift card. If that doesnt add insult to injury to where i don't even get an apology or someone higher up truly understanding the trauma that took place and the trauma this has caused, i dont know what is. I highly do not recommend this place. I was charged soo much and promised so much that I truly feel robbed. I not have a account/tracking number.

  

  Business Response

  Date: 12/16/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patients experience has not been exceptional.  ******************** has been in contact with the Practice Manager on several occasions and her concerns have been addressed.  Patient safety and satisfaction are our top priorities and we will continue to support ******************** through the post-surgical healing process and we look forward to seeing her at her next appointment.  ******************** has the Practice Managers direct contact information and we encourage her to reach out at anytime.  Best, Sono Bello.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18466569
  
  I am rejecting this response because: although sonobello has responded to my BBB complaint, the issue is not yet resolved and i have not heard from sonobello since early December. I even sent a follow up e-mail regarding a response and nothing has been said. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/17/2023

  Thank you for contacting Sono Bello and we're sorry to hear this patients experience with us was not exceptional.  ******************** has spoken with our a member of our Patient Experience Team and are working on a resolution.  We appreciate the opportunity to work with this patient.  Best, Sono Bello.