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

  200 Crossings Blvd # 350 Warwick, RI 02886

  
• 

  Sono Bello Body Contouring & Facial Aesthetics

  1 Hollow Ln Ste 100 New Hyde Park, NY 11042

  
• 

  Sono Bello Body Contouring & Facial Aesthetics

  369 Lexington Ave, 10th Floor New York, NY 10016

  
• 

  Sono Bello Cherry Hill

  921 Haddonfield Rd Fl 2 Cherry Hill, NJ 08002

  

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:01/27/2025

  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 went in to have the AbEX surgery on my abdomen and hip area with skin removal and a public lift. I paid $15,000 to have this bunchiness and my belly button pulling to the right. I came in to see my doctor, Dr. ********* to have a revision but was told I would need a vertical incision. I expressed that all I want is for them to fix my belly button. It was the doctor's fault that my abdomen was sewn back together like this. My right side has more skin and is all bunched up to the right of my belly button. I was told I would have to pay another $2,495 facility fee to have it corrected, although it was NOT my fault that it looks like it does. I would like them to fix it without charging me more since this is not a revision but a correction to Dr. ********** poor workmanship. ****** and Dr. ******** continue to ignore my messages and dismiss me. Again, I do not want a revision just a fix where Dr. ******** left me disformed.

  

  Business Response

  Date: 02/02/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******* is not satisfied with her surgical procedure, patient safety and satisfaction are our top priorities. Our Practice Manager reach out to Ms. ******* to address her complaint and they have reached a resolution. We ask that if Ms. ******* has any further questions or concerns that she please contact our Practice Manager. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/02/2025

   
  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:01/27/2025

  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 went to Sonobello *******, ** location for a free consultation. I was given a quote for a procedure of $13,900. My consultant took some more money off and ultimately got it down to $11k and said that price was good only if I made a deposit that day! I told her it was a lot of money and that I needed to think about it and speak to my husband. I ended up putting a deposit down on 1/15/2025 for $2500 over the phone and the final price would be $10k. I never signed any contract, or received any of the emailed documents that I was promised. That night I thought a lot about it and decided that I wanted to cancel. My consultant said the deposit was completely refundable if I changed my mind but at least this would get the process going. When I called the very next day to cancel and get the refund- they gave me the run around and said I may not get my money back and that if I do, it could take months! I spoke to the girl at the front desk and also my consultant and expressed that I heard horrible reviews about people being ignored after asking for your money back! They assured me that this wouldnt be the case and that they would call me back that same day! I let 4 or 5 days pass with no phone call returned. I called twice more, a few days apart and still have not been successful to speak to a manager or my original consultant. Finally my husband called today- asked for a manager or the corporate office number. They wouldnt allow him to speak to a manager and said we can ****** the corporate number and that they didnt have that info. The woman ended up hanging up on him. I can not believe I fell victim of this poorly run company. They had no problem taking my phone calls to get my business but all of the reviews are 100% accurate. If you cancel and ask for your money back- they will give you the run around to keep your money. Most reviews will say they signed a contract. I DID NOT! No contract, no paperwork. Just a deposit of 2500 that Im hoping I can get back!

  

  Business Response

  Date: 02/05/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** is not moving forward with her surgical procedure and that her experience has not been exceptional. Our Practice Manager reached out to Ms. ****** after we received her complaint and reached a resolution. We ask that if she has any further questions or concerns that she please contact our Practice Manager. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/18/2025

  
  Claim# ******** Hi is it possible to reopen this claim. it has not yet been resolved.

  Customer Answer

  Date: 03/04/2025

  
  Im writing you in regards to claim#********. I would like this claim to be reopened as it was not resolved as promised by the company. They reached out and said that a refund was going to be processed immediately and it has been several weeks and I have yet to see a refund.
  
  Thank you for your attention to this! 
  
  ******* Mendes  

  

  Business Response

  Date: 03/09/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ****** will not be moving forward her surgical procedure. She did a chargeback which our center accepted. We no longer have her funds in our accounts. We ask that if she has any further questions or concerns that she please contact her bank. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:01/23/2025

  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 had surgery in June after my consultation and I was told by a practice manager at a ***************** location that they would be able to removed all of the fat/tissue from a specific area which is my chest. I had multiple appointments after the surgery was complete and I saw from the very beginning that my chest was still the same and I looked at my chest after surgery and looked at the *** and he said that's just swelling. I called sono-bello and told them my concerns and the practice manager at the *******, ** location told me that every person's body responds differently after I told her that Iv'e seen many videos of guys with immediate results. I am extremely frustrated at this point. I've been more than patient with them and it has been about 7 months since my surgery and there are absolutely no results! I refuse to make payments for no results and I will not. I had my final appointment on December 27, 2024 and the nurse examined me and even said herself that there is no swelling and that a lot of fat was still there. I called literally today because its been a month since they said that someone will reach out to me but failed to. If I did not call then I would have never heard back from them. Their communication is horrible and they continue to disregard my concerns about this issue. I try my best to be professional about everything but this is it and I am done with the disregard and no concern. They sell false dreams and once you make your payment then its almost like on to the next one. I need something done whether it is giving me a refund or cancelling payments because I will no longer get payments deducted from my account for work that was not done correctly. Dr ******* is the doctor that did the surgery. He is roughly in his 70s or 80s. I seriously wonder if he's too old to be operating, no pun intended. I am hoping something can be done because this is not fair at all. I also have multiple scars no for no reason.

  

  Business Response

  Date: 02/06/2025

  Thank you for contacting Sono Bello. We are sorry to hear Mr. **** is not satisfied with his surgical results and experience, patient safety and satisfaction are our top priorities. For this reason we offer our patients our Satisfaction Commitment. Our Assistant Practice Manager reached out to Mr. **** to address his complaint and have scheduled him to meet with our surgeon to review his results. His appointment is scheduled to take place on February 17th. We ask that if he has any further questions or concerns that he please contact our Assistant Practice Manager. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/06/2025

   
  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. Sono Bello has reached out to me  recently and came up with a plan to address my concerns. We've agreed on a date to have an appointment for a second opinion so that revision can be done and to have the fee waved. I appreciate them for reaching out to make things work.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/23/2025

  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.

  My procedure was performed June 30, 2023. I had Lipo on my upper lower abs, waist and the AbEx surgery. I was told that my results would be a flat and tight tummy. I have an email from the consultant stating this as well. I have been back to the center numerous times for additional consultations with the surgeon, to review my results. I still have excess skin and a protruding abdomen as well as 3 areas of scarring that have not healed as of today. Id like to also mention that I had a large hernia that was missed from the surgeon as well. It was not detected during my pre-op visits nor in any of the follow **** She just said it was swelling that would go away. I was asking for a revision in the areas to achieve the promised results, but the surgeon has said its just excess skin and I can wear shape-wear to hide it. Why would I want wear shape wear if I did the surgery thats the whole point of it isnt it? From what I understand, the contract with Sono Bello promises patient satisfaction. There is no limit to as what the revisions should cover, so Im not sure why surgeon is not willing to do what Im asking. I also want to Note that I have scars that have not healed need to be fixed at the surgeon was not instilling confidence in me that she could fix them .I have asked for a full refund from Sono Bello, but was offered a fraction of the cost. Im uncomfortable going back to the same surgeon as she does not seem competent in my dealings with her. They did offer the revision with a different surgeon, but Im not sure who that would be, and truly not confident they would do what Im asking as well. It is inconvenient to keep going back to the center since it is in a different state and it costs me money to cross the bridge to get there each time. Its a shame that they have these commercials out promising false hope to consumers. I am asking for a full refund so that I can go to another reputable surgeon and have these areas properly fixed.

  

  Business Response

  Date: 02/14/2025

  We are sorry to hear Ms. ********* is not satisfied with her results.  We understand beauty is in the eye of the beholder and everyones level of satisfaction will vary.  Because of this, we offer our satisfaction commitment that states that although we cannot promise or guarantee results, if our surgeon feels there is more to be done to improve the result we would revise but do not offer post-procedure refunds under any circumstances.  Our surgeon has approved Ms. ********** for a revision surgery, but she has stated she is not comfortable moving forward with them.  She has also been offered to meet with other surgeons inside of Sono Bello for a 2nd opinion to which she has also declined. Our local management team, along with our corporate office have been in touch with the her and we ask that she reach back out if she would like to proceed with our offer for resolution.    

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22850792
  
  I am rejecting this response because: Sono Bello's statement is not accurate. This is not a case of "beauty is in the eye of the beholder" but is necessary work that needs to be performed. The original surgeon is not willing to offer the full revision, just the scars, not addressing the fat and excess skin as well and the "dog ears" that are left at the incision from the ABEx procedure.  The surgeon clearly stated in my most recent visit on 1/9/25, that she would not remove the excess skin and fat on my abdominal area which would give me the flat and tight stomach I paid for. 
  
  Due to this, I cannot use this surgeon because she is not willing to provide the surgery I require, furthermore she is the one that created the problem in the first place.  I have NOT declined meeting with a different Sono Bello surgeon.   I have also looked into surgeons outside Sono Bello, and it will cost more than $15,200 to perform the necessary ***air work so this why I am seeking a full refund from Sono Bello. 
   I had agreed to have this procedure performed, based on the promise that I would achieve a "tight & flat" abdominal area, which was communicated to me in writing from my consultant. I had included a copy of this email in my original complaint.

  Below is a timeline of all my visits at the Sono Bello ******************* location, which clearly outlines the unsatisfactory treatment I received from this office and surgeon to properly address all my concerns as a patient:

  Consult visit ********** 4/23: at consult we reviewed the areas of work.  Lipo on Upper/lower abs and waist.  After visit I went back and forth with the *** with questions about the procedures. She explained that if I just did the Lipo, I would be left with sagging/extra skin. She told me that if I decided to do the **** it would remove the excess skin, and the abs would be tight and flat. (Her words) I have an email stating that as well, which I include in my complaint to BBB.
  Pre-op 6/14/23- Met with ** ************ we reviewed the areas for my procedure and added in Lipo of the inner thighs.  She did say there may be excess skin in the thigh area, which I understood and agreed to. During my exam, she did not mention that I would not achieve the results I was looking for on the Abs and waist. (at this visit, she did not notice a large hernia that I had, but we will get into this later)
  Procedure 6/29/23- No mention of hernia spotted during procedure.
  1st post-op-7/6/23- Nurse visit.
  2nd post-op-8/9/23- Nurse visit. Asked about belly swelling and large hard protrusion near belly button of left side.  I was told it was just swelling and will take time to subside.
  3rd post-op- 10/4/23- Nurse visit- We discussed that I still had the large protrusion in my abdominal area as well as discomfort.  I asked to see the doctor to have her look, but she was not available. They were able to have another surgeon come in to examine me. After looking at me, she stated that the protrusion presented as a hernia.  They would let ** ********** know and to set up a subsequent visit to review this and the scars that are still not healing on both hips, **** scar and on my inner thigh.
  10/23-I had a surgery consult with my local surgeon and confirmed that it is a large hernia.  He indicated that he was surprised it was not noticed by Sono Bello either at the pre-op or during the procedure.
  ** Visit 12/13/23- ** ***************** Reviewed Hernia and scars that I am concerned with. Also reviewed my dissatisfaction with my abdominal area.  We agreed to review this again, after my hernia surgery.  At my next visit she also offered to fix the small scar on my inner thigh that was presenting as a small knot.  She said it would be a simple quick fix.
  3/14/24- ** *********** Viewed my abdominal area now that Hernia ***air was complete.  We also viewed the scars that still have not fully healed.  She was not p***ared to do the inner thigh scar at this visit, as it was not scheduled properly.   She stated that if I wanted to do a revision, she would work on the scars. She said she could offer to do Lipo on the abdominal area, but to be aware that I would be left with sagging skin.   She also mentioned Viseral fat, but that is not the case.  You can visibly see the excess skin, and when I bend at the waist, my tummy hangs.  This is unacceptable, as I agreed to do the **** for this issue.  Especially since I spent over $15,242.22 to have this work done, with the promise I would achieve the results that I originally spoke with my consultant (verified in the email) and ** at my pre-op visit. 
  I am currently left with multiple scars, that have not healed, abdominal area that is not flat and has excess skin, not to mention I have discomfort in the area (which I am told could be scar tissue), dog earsat the incision areas from the **** procedure and a waist that it not defined.   It is quite upsetting when I look in the mirror and feel quite self-conscious of this.
  I know that if I came in as a new patient, I would be told that these areas could be treated. 
  4/18/24- Spoke with Abbe at corporate after her seeing my reviews about my unsatisfactory results and visit.  She and I spoke numerous times, and I believed we were on the same page, as to what my actual revision would be.  She stated that I am entitled to a revision surgery and that should include the ***air of the scars as well as well as ***air work on my abdominal areas to my satisfaction.
  In order to be approved for the revision surgery, I was asked to remove my negative review, and once that was done, she would contact the center to let them know.  She even texted me instructions on how to remove the review. 
  I was told that this would be communicated to the Sono Bello office located in ******************** **.  This wound up not being the case.
  With the faith that all my concerns would be addressed, I finally was able to schedule my revision surgery for 1/16/25.  My pre-op visit was on 1/9/25. I met with ** *********** During my visit with her, she seemed very off. She ***eatedly asked the same question   i.e my current weight. I can see that the nurse was even taken aback by this
  The **. proceeded to ask me if I had any face work done since I last saw her.  I told her no, as I couldnt afford to. She asked me again if I did, then proceeded to look closely at my face, as she did not believe me. I can say I was offended by this gesture.
  As we continued my exam and review of the areas for my revision, she talked about the scar ***airs. She mentioned I would still probably have some scar after the revision, which I am surprised at, as she is a plastic surgeon, but I agreed, as it would be better than what I currently have.  She talked about the abdominal area, and stated that if she did Lipo, I would be left with sagging skin. She even made an off handed remark that if I did not like how that sagging skin looked,I could wear shapewear to smooth it out.  The whole purpose of my doing this procedure in the first place, was to not wear any type of shape wear and to have the tight and flat abdominal area I was told in my initial consultation.    I remarked to her, after this statement, why am I even having the revision done.  She laughed.
  After my visit I was so extremely frustrated and upset, that it took me a few minutes to pull myself together to drive back to work.  Clearly corporate did not communicate what I am supposed to achieve with this revision surgery.
  Also, note that as I indicated earlier, that I felt the ** was off that day, she never even sent in the ** for my surgery the following week.  I never gave her any indication that I was not go through with the procedure. 
  I also contacted Abbe at this time to let her know about the visit and my unsatisfactory results. 
  I went back and forth with Abbe and expressed that I am not comfortable with proceeding with the revision, as I will not be achieving the results I am looking for.  I also feel very uncomfortable and have lost all confidence with having ** ********** to perform the revision as well. I had sent Abbe a few emails recounting my experiences. 
  Abbe offered to possibly have the revision with a different surgeon, or she offered me $6,000 to move on.  
  I find this amount not acceptable. To have this necessary ***air work done, it will cost above what I originally paid to Sono Bello. Due to this, I am seeking a full refund of $15,242 so that I can have another surgeon perform this necessary work.
  
  I cringe every time I see a Sono Bello advertisement selling false promises to unsuspecting consumers. 

  I am justified in seeking my original request for a refund. I am not asking for anything other than what was promised and not delivered. 
  
  Sincerely,
  
  ** *** *********

• Initial Complaint

  Date:01/22/2025

  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.

  On 12.3.24 I responded to a SonoBello TV ad for a "free consult" on its "laser liposuction" fat removal process done "in 1 DAY, NO DOWN TIME." **** the ** sales **** examined my upper arms, thighs, and abdomen, but said her *** must approve. I had an appt elsewhere that day with no time to go over all details, but she then offered me a discount on a last-minute cancellation for a procedure the very next day--she could pre-qualify me with her credit partner during my other appt., then we could further discuss at 3:30. I said OK but explained I was unable to unfreeze my credit report because I'd forgotten my bifocals (used for reading & driving). After finally unfreezing the report in my car at the next appt, I accidentally locked my keys in the car. 2 hrs later, I got a ride back to the ** office. During the next 10 minutes, *** quickly ushered me through a large stack of financial papers, stating I must "sign here" (there was no time to read them, she just pointed out the many different spots where she needed me to sign). At 3:40pm my credit card was processed for the $5,000 deposit, and I was told ********, the partnering bank, had approved me for up to $11,800. (I was not informed that it would be charged in full that day. or that it was a 37% interest credit card, nor told what the required min. monthly payments would be - only that it would be a 0% APR loan if I paid in full within 1 year.) At 4 pm, I was rushed into the *** consult ("pre-op") but told my desired results couldn't be achieved (saggy skin afterward) nor completed in just 1 visit. Lengthy down time, severe scarring, "a new belly button" and many undesirable side effects could also result (see uploaded docs). After finally reviewing the extensive literature at home, I found I'd been severely misled into signing the papers. Then *** said I couldn't get a refund for the $495 "pre-op fee" or $2495 "surgery scheduling" fee for that slot--already cancelled by prior customer and too soon to prepare for.

  

  Business Response

  Date: 01/29/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. Beach does not wish to move forward with her surgical procedure. Our Practice Manager has attempted to contact her but has been unsuccessful in reaching her. The attempts were made on January 22 and January 27, on both occasions she left voicemail. We ask that Ms. Beach please return her phone call so they can discuss her case. We look forward to speaking to her soon. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:01/17/2025

  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.

  My initial appointment with Sono Bello was with a sales consultant. During that appointment, I asked if I could get a doctors opinion. I was told I had to fill out paperwork and pay $3000.00 to hold/make an appointment with the doctor. Before signing the paperwork, I asked if I could cancel the procedure. I was told it was possible to cancel the procedure for two reasons 1) if the desired results were not achievable 2) the doctor deemed me an unfit candidate. In either instance, there would be a $500.00 fee. This seemed reasonable so I scheduled the appointment. Based on doctor feedback during my doctor consultation, I realized the procedure I selected was not going to meet my needs, so I cancelled the procedure. I no longer wish to have this procedure. I am requesting a full refund of the $2495.00. I have an open dispute with my credit card company, however, Sono Bello is attempting to hold the $2495.00 for future use.I have declined the procedure. In fact, given my experience with this organization. I will never seek any services from them now or in the future for any reason. I simply want a refund.

  

  Business Response

  Date: 02/01/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******** will not be moving forward with her surgical procedure. Our center reached out to her after we received her complaint and reached a resolution. They are just waiting on her bank to close her case. We ask that if she has any further questions or concerns that she please contact our center. 

  Best,

  Sono Bello

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22827618
  
  I am rejecting this response because  I was contacted by Sono Bello, but it was unclear in that conversation whether they will be refunding the $2,495.00 in contention. 
  

  Please see attached letter for more information.

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

  

  Business Response

  Date: 02/09/2025

  Thank you for contacting Sono Bello. Our center reached out to Ms. ******** again after she reopened this complaint. They explained that they are waiting on her bank to close the case before they are able to move forward with the resolution. Ms. ******** stated she understood and would call her bank to check on the status of her case. We ask that if she has any further questions or concerns that she please contact our center. 

  Best,

  Sono Bello

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22827618
  
  I am rejecting this response because the dispute with my credit card company is listed as closed.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Sono Bello. Our center attempted to contact Ms. ******** after she reopened her complaint but were unable to reach her. Our Associate Practice Manager left a voicemail stating the one of her chargebacks was still under review, the other one is closed because we accepted it. We apologize for the length of time it is taking to resolve her case but we are waiting on her bank. We will be moving forward with a refund as soon as her bank closes the case. We ask that if she has any questions that she please contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22827618
  
  I am rejecting this response because the chargeback has already posted to my account.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Sono Bello. Our center attempted to contact Ms. ******** to discuss her reopening her complaint. Our center has explained to her on multiple occasions that we are waiting on her bank to close the chargeback case in order to refund her. The chargeback is still listed as "Under Review" on our side. Please see image attached. We ask that if Ms. ******** has any further questions or concerns that she please contact our center. 

  Best, 

  Sono Bello

   

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22827618
  
  I am rejecting this response because it is not clear if Sono Bello intends to provide a refund.  
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 03/23/2025

  Thank you for contacting Sono Bello. Ms. ********** chargeback was resolved in our favor and funds placed back in our account. On March 21, 2025, our center processed Ms. ********** refund check, she should be receiving it in ***** business days. We ask that if she has any further questions or concerns that she please contact our center directly. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:01/10/2025

  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.

  Met with a salesperson on 11-11-24. We waited 2.5 hours past our scheduled appt. time. She talked to my wife and I for 2 hours about everything in the world except what we were there for. She smelled of alcohol and acted like she was intoxicated. She told us our deposit just held our place and insured our discount status. Exhausted, I agreed to have liposuction on my upper, lower abs and side flanks. Was told I was a good candidate for the procedure and that I would not need skin removal. Paid a $1000 dollar deposit. Met with the surgeon on 11-22-24 and he stated in my consultation that I had loose skin and that I would not be a good candidate for skin removal because my belly button was too low and skin removal would only make my belly button lower, which would cause physical deformation. He also stated that I already had loose skin on my abdomen and that liposuction of fat cells would only make the loose skin worse. Not sure why he would recommend me going forward with the surgery but I reluctantly paid the $6000 balance. I then read the 100's complaints on BBB of pain during and after surgery, complications and poor treatment by staff and thought about the fact that the procedure may make my problems worse and got really scared so I cancelled the surgery on 12-16-24 which was 4 days before it was scheduled for on 12-20-24. I contacted them by phone and email and then contacted my credit card companies to reverse the charges. So far, Sono Bello is not agreeing to refund any of the money I paid. I don't know how anyone could think it is fair to pay $7000 and receive nothing! I want a full refund of the $7000.I believe it is a scam. They wear you down by making you wait for hours. They play on your desire to look better and the fact that many people are ashamed of their bodies and many keep it a secret that they are even going in for this procedure. This makes the patient very vulnerable to being scammed. Please help stop this madness.

  

  Business Response

  Date: 02/02/2025

  Thank you for contacting Sono Bello. We are sorry to hear Mr. ****** will not be moving forward with his surgical procedure. Our Director of Patient Experience has contacted Mr. ****** to address his complaint and they have reached a resolution. We ask that if he has any further questions or concerns that he please contact our center. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22795817
  
  I am rejecting this response because: We are still waiting for them to give us our refund.  They said that they were waiting for the credit card company, but the credit card company is done and Sono Bello is free to now give us our refund, but they have not.  So until I receive the refund I am not comfortable closing the case because they could fail to issue the refund.  Based on previous complaints I have no reason trust these people.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/17/2025

  Thank you for contacting Sono Bello. We apologize for the delay, refund has been processed and check should be received in ***** business days. We ask that if you have any further questions or concerns that you please contact our Director of Patient Experience. 

  
  Best,
  Sono Bello

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22795817
  
  I am rejecting this response because: I have not received the refund yet.   I will accept this response once the check or credit is received.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/25/2025

  We have not received the full amount yet from my Wife's case, so we cannot close this case until that happens.  Thank you.

  Customer Answer

  Date: 03/10/2025

  Another 2 weeks have passed and we still don't have the complete refund for myself and my wife.  We have not been able to respond to my wife's complaint on the BBB system.  Not sure what is going on there.  We have called Sonobello again and we are still waiting.  The checks they sent were for the wrong amount.  They only sent a check for $1000 for my wife and it should have been for $8800.  ********* at Sonobello told us 2 weeks ago that they were going to send us another check.  We are doing our best to resolve this.

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Sono Bello. Our records indicate that Mr. ****** has been refunded in full. His wife **** ****** was sent a $1,000 check and was refunded via credit card $7,800.00. Attached please find copy of the refund receipt. We no longer retain any of their funds. We ask that they please follow up with their bank. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22795817
  
  I am rejecting this response because: We were told they would credit our credit cards, but they didn't do that they sent a check.  They said we would get a check, but they didn't do that, they credited our credit card.  All of this has taken 4 months.  These people seem to enjoy torturing people.  If they can't torture you with surgery, they will torture you by witholding your money and making you worry about it for 4 months.  Who can afford to lose almost $16k and not worry about it?  How can this horrible company have an A+ rating with the BBB and have over 200 complaints?!!!!    
  
   

• Initial Complaint

  Date:01/07/2025

  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.

  For 2 years i thought about getting a tummy tuck and liposuction. I decided to go to Sonobello, at first everything was going well and everyone was really nice. We talked about doing my upper and lower stomach and also my upper sides along with skin removal. I was told that it was going to be minimal pain and a quick recovery procedure, that after 3 days I was going to be doing normal activities around the house. The surgeon said that it was going to be minimal pain,he said in 3 weeks I was going to be able to go back to normal activities and all the pain and swelling was going to be gone. I believed them and went ahead with the procedure but while in the operating room during my procedure I was completely awake and in so much pain, they said I was given local anesthetic but I was feeling everything, I let the surgen know i was in excruciating pain but all he kept repeating was that everything was fine and he was going to be done soon. Once he was done he left the operating room immediately without saying a word and I didn't see him again. I was still in so much pain after 3 weeks, I wasn't able to do anything on my own because of how much pain i was still in, and the procedure wasn't done correctly. I was left with a "W" shape scar on my stomach with what looks to be like two belly buttons. On both sides of the scar the surgeon left excess skin over lapping when the incision was closed and it resulted into a thick painful scar. On my post op appointment I was seen by the doctors assistant, she took pictures and after telling her my concerns she said that in 3 months all the pain, swelling, and numbness would go away, once again after 3 months nothing got better, I was told to give it more time and everything was going to look and feel much better but up to this day it's only gotten worse. At the end they said if I wanted anything fixed that I would have to pay a different doctor because I would need to be completely under anesthesia and they can't do that.

  

  Business Response

  Date: 01/31/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******* is not satisfied with her surgical results and did not have a good experience during her surgical procedure, patient safety and satisfaction are our top priorities. Unfortunately as with any medical procedure it is difficult to predict how patient will react to it, as stated in our consents this is not a painless procedure. We are however committed to her satisfaction and for this reason we offer our patients a Satisfaction Commitment, this commitment states that if our patient is not satisfied with her surgical results we will touch up the area at no cost. This however needs to be approved by the surgeon when evaluating the results. Ms. ********* results were evaluated and she was approved for a touch up procedure but not for all areas as there is risk of contour irregularities. Ms. ********* results were also evaluated by a different surgeon for a second opinion and this surgeon agreed with the original evaluation. Ms. ******* opted not to move forward with a touch up procedure, she was also offered alternative resolutions. Our center is waiting to hear from her on whether she will be moving forwards with these. She however is not due a refund. 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 look forward to hearing from her soon. 

  Best, 

  Sono Bello

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22777717
  
  I am rejecting this response because:

  I do not agree with everything they're saying. They told me I wasn't going to have alot of pain but I did and to this day it's still painful. I was told that in 3 weeks the pain would go away, it's been almost 2 years and now they're using words like "in time things will feel or get better" I was told they would lower the scar that was originally supposed to be on the bikini line and they would fix both sides and fix the scars. They said if I wasn't happy with something they would fix it but now they're saying if I want all that fixed that I have to go somewhere else to get it done. I didn't see the doctor until 6 months after the surgery because he would only send the nurses to take pictures. It wasn't until I had enough and asked to see him personally, when he saw the scars he told me that he would fix them on both sides and lower the front scar but that I had to wait atleast 6 months so the skin could relax and then he would be able to lower it. For what ever reason he changed his mind, it's been almost 2 years now and now they're saying they will only be able to do a little work on my left side when I was previously told everything would be fixed, both sides and front. I just want them to be responsible for what they did. All they're saying is things will get better with time, but things are not getting any better. They just don't want to do what they said they would do at the beginning. After submitting my complaint to BBB they called me and they offered me money as a settlement, I wasn't happy with what they offered, so if they don't want to fix it I would like a refund so I could be able to go somewhere else and get it fixed. They're trying to get away with what they did but I can't have that because what they did is wrong, if they're not willing to do what they said and fix it I'm asking them for a full refund. I contacted BBB because I want to hold them accountable for what they did and I've seen how BBB helps the consumers. Thank you BBB for listening to what I had to say. I hope to hear back from you soon. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/27/24, I attended a free consultation with ***. She toldm me that it would be easy, back to myself in 3 days, wear a compression for 2 weeks post-op, no incision would be needed, I wouldn't have any extra skin hanging. it would be 3 needle size insertions to drain the fat into, oral pain medication, and I would sleep through it. She offered finance options. The first financer gave a low price, so she proceeded to look for another financer and this one gave about $3500.00 more , per *** " they required the borrower to deposit a percentage which she stated that it was an odd number like, 2400 and change and she said " can you do $2500.00 and I said yes. She printed off the paperwork for this lender and had me sign for loan. On 1/2/2025, pre-op appt, surgeon observed my body and informed me of this hip procedure that he recommends to avoid having a box look and he sold me on that, the nurse quickly returned with more paper work to sign adding this hip procedure, gave an additional $597.93 because the nurse said that I maxed out my credit limit and this is the difference. Surgeon informs procedure, . " I'm going to numb the area,make 3 incisions here, going to pump 5 Liters of fluid in you, there will be bruising, skin hanging, lots of drainage after, asymmetry, blood clot, infection etc. the nurse was even more detailed than the Surgeon, stated I would have to wear the compression for 3 months, 3months to a year to see results, even stated that I" may even want to punch the surgeon" during the procedure. I was scared as h*** On 1/3/25, I called to cancel the surgery she called back to tell me that I would lose my $2500.00 and the $597.93 would be returned in 5-7 days, I have not in no way incurred expenses to this company that would equal or surpass the deposit of over $3000.00 and I want my money back.

  

  Business Response

  Date: 01/23/2025

  Thank you for contacting Sono Bello. We are sorry to hear Ms. ******* will not be moving forward with her surgical procedure. We have released her funds to her bank and no longer retain her funds. We ask that if she has any questions or concerns that she please contact her bank. 

  Best, 

  Sono Bello

• Initial Complaint

  Date:01/06/2025

  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.

  We,Sonobello and my wife and I agreed on a procedure and price..Paid the full amount that day we negotiated..Wife was to get a pre-op check up,never happened..Was told their ***** Said it couldn't be done because of prior surgeries and that infection was a risk..Without even being seen and ****** at ********** office stated that her prior surgery wasn't a problem as they only go below surface of skin..Alot she didn't know..Took my money,called a week or so later totally us that it can't be done..I asked about a refund,she said she'd never refunded anyone before...I'm thinking..Whats that mean? After that conversation could never get back through to her,out of office for the day or whatever the excuse.Been over 6 weeks now, just tried to speak with someone about it..Got a runaround, phony phone number on my credit card..My advice.....Theives,cons and rip offs.. Hope my credit card can help? Don't do business with these crooks..

  Customer Answer

  Date: 01/13/2025

  This complaint has nothing to do with insurance billing..We paid out of pocket..And **** ****** is on the Hepa form as he paid for the procedure..Waiting to be refunded as we're denied the procedure..Well over 6 weeks of waiting..
  

  

  Business Response

  Date: 01/19/2025

  Thank you for contacting Sono Bello. Our records indicate that Ms. ****** was in the process of being refunded when our center received a chargeback from her bank. Our center accepted the chargeback. We no longer retain any of her funds. We ask that if she has any further questions or concerns that she please contact her bank. 

  Best, 

  Sono Bello