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:08/07/2022

  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 6/27 I had a liposuction and a surgical procedure to tighten loose skin in the pubic area. Previous to the procedure I had all health requirements done by my doctor which was a go according to Sono Bello. I was cleared to go home. Upon getting home I was having trouble with using my legs. I was also vomiting as well. Things were getting worse. I called the surgeon and he said those issues were not related to the procedure and to go the *** It wasn't until I started vomiting for nearly 24 hours green and foul liquid. I then went to the ** where they had to pump my stomach of a great deal of bile. As it turned out I was diagnosed with a bowel blockage. I believe and also some of the medical staff said it was from the procedure. I spent 7 days in the hospital unable to eat or drink for 3 days because they had to leave the tube in my stomach. I was also concerned that the doctor said I may have to have surgery. Thankfully I didn't have to have it. I now have to deal with thousands of out of pocket bills. That coupled with the ****** dollars I paid Sono Bello I am overwhelmed in debt. Of course Sono Bello took no responsibility for what happened.

  Customer Answer

  Date: 08/11/2022

   I would like a refund of all charges.  If I can get some other compensation for the pain and suffering I went through.

  

  Business Response

  Date: 08/30/2022

  After review of the medical records, it appears that what the patient experienced was not an actual blockage but what is referred to as ileus, which occurs when there is a lack of movement somewhere in the intestines.  This can occur more frequently after any procedure in someone who is older, has poor diet, or is immobile.  ************** case the surgeon had numerous conversations with the patient post-operatively as she stated she was not eating and was not really moving around.  He continued to encourage her to do so but she stated she was too weak. **************** is scheduled to meet with her surgeon at an upcoming appointment who will explain things to her more clearly.  We ask that if she still has questions or concerns she reach out to our Director of Patient Experience who has also attempted to reach the patient. 

• Initial Complaint

  Date:08/05/2022

  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 had a consult with sonobello on 8/31/19. Paid in full a check for $9,000. Pre op 2/8/20. Surgery 3/5/20. They promised fat removal/laser lipo to improve the look of my upper & lower abdomen, waist, back bra roll & arms. Results weren't satisfactory. Post op 3/13/20. Revision approved (Of all same areas except back bra roll, which they stated unfortunately they can't fix skin elasticity of my back, caused by procedure. Saying, It's not fat. I cried. Revision performed 5/27/21. 6 month post op was 1/6/22. The Revision resulted in a (new) large lump of fat roll on my right side (abdomen/waist). I looked extremely asymmetrical. Very embarrassing! It affected my daily living. I sing at church, etc. A 2nd Revision was approved, on 2/12/22. She stated it was fat left on all ****** ***** would aggressively go in on the right side which I describe as a large lump/fat roll, & even out my arms as they were uneven/lumpy/dents. I had been checking in with them periodically for months since 2/2022. Then on 4/11/22 I reached manager by text crying in frustration I have not waited this long for anything. Approved for Revision & need a date. I'm patient & pleasant as possible in my situation. I informed her I called office, pleading for a call back. Nothing. I feel like I regret it all. It needs to be corrected. I told her I certainly feel neglected, disappointed & saddened, after all I've been through. Constantly changing my appts last minute after taking time off work, risking my job, asking manager for same day change. Revision was scheduled for 6/17/22. Preop 6/10/22 @ 12:15 pm. Same thing happened, they needed to reschedule time same day to 10:30am. My job upset! So I couldn't make last minute change! So inconvenient! Then manager says Dr moved to VA! It would have to be done out there! On 6/14/22, I texted, manager said she would contact ****** & transfer info, etc. As usual no one has gotten back to me, called me, checked on me. Its 8/5/22! I simply want a REFUND! ??????

  Customer Answer

  Date: 08/08/2022

  Sonobello ********* location
  7580 ***************
  Ste 200
  ************
  
  Current manager **** (*******)
  Former manager: ******
  ********************************************************* did surgery on 3/5/20 & revision 5/27/21
  ************** approved a second (satisfaction commitment) revision on 2/12/22
  Then office continued to be extremely neglectful. There are no improvements from sonobello. I looked better BEFORE sonobello! Caused me lots of money, stress, embarrassment, extra time off work, frustration, humiliation, extreme pain, etc. Need refund.

  

  Business Response

  Date: 08/30/2022

  We apologies for the delay in getting in touch with the patient.  We have since sent a message to our ************************* Practice Manager who has reached out and coordinated an appointment with the patient to meet with the surgeon.    

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17679303
  
  I am rejecting this response because: it's sad it took me having to reach out to BBB to finally get a call back from Sonobello. Yes, the Tysons corner manager ***** reached out on 8/26/22 & I responded same day. She returned my response on 8/27/22 & I responded same day. She scheduled a phone call on Tues 8/30/22 & we spoke. 

   

  fyi. I've already met with now, ****** corner surgeon ************** that was in Hanover. Whom approved revision on 2/12/22.

  During our conversation, I informed & updated her on everything.  I informed her as stated above on initial complaint. Due to sonobellos unprofessionalism, poor experience, neglect, poor customer service, unsatisfactory results, it causes me depression, anxiety, stress, humiliation, embarrassment, etc. I'd just like my money back. A full refund I'm entitled to. It's only right. I'd just like to be treated fairly. I never got the surgery results that were promised & I desired, when I consulted with them 8/13/19. I looked better before surgery by sonobello. 

  Tomorrow is Sept 2022. After my plea to Hanover manager in 4/2022 & no action had taken place, after being neglected, without proper patient care, i had no choice but to get sonobellos results corrected elsewhere. I couldnt keep walking around so assymetrical with a new fat roll on my right side of abdomen & new fat rolls on my back. :-( sonobello has cost me more money, more pain, more time off work, etc. PLEASE ISSUE ME WHATS DUE TO ME. MY FULL REFUND. 

   

  I wouldn't wish this terrible experience on anyone. 

  
  Sincerely, :-(
  
  *************************

  

  Business Response

  Date: 09/07/2022

  We understand the frustration the patient experienced with not receiving a timely follow up from the ********* location back in June.  Unfortunately we were not aware of the concern until we received the complaint and have now involved our ************* Practice Manager who immediately reached out to assist..  Again we apologies for the delay this has caused, however this does not justify a full refund as services have been rendered.  The patient made no other attempts to reach ** or the ************* location in the last couple of month stated she went elsewhere to have lipo 360.  The patient has also had numerous touch up surgeries with us in an attempt to meet her expectations.  The patient has limited our ability to address her newest concerns since she has received service elsewhere.           

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17679303
  
  I am rejecting this response because:

  After reading sonobello's response I do not agree with. As usual, it's obvious sonobello does not communicate with each other well, to give their patients, as myself proper care. My case is about "much more" than simply "not being a timely follow up in June". Please read complaint, to it's entirety. I have had problems, since 2020. (Signing 2019)

  I "have" made sonobello aware of complaints since 2020. I have informed surgeons, managers, even sent an email to sonobello, a while back, complaining & never got a response. Sonobello was fully aware of my case. My experience,  not recently, but for years, since the 1st surgery. A FULL refund is certainly justifiable! In fact, I deserve a larger refund for all I endured. Unfortunately,  the services rendered, Sonobello speaks of, i received, were extremely poor quality services. That is completely false, about me, not making other attempts to reach sonobello. I kept constant communication with sonobello, as a patient. Managers, front staff, surgeon, since my 2st surgery. After a poorly performed surgery, and as stated previously,  constant appt rescheduling, constant poor customer service, poor post op results, having to walk around, feeling now insecure about my body after sonobello, neglected by sonobello, I myself, the patient had no other choice, but to have "something" done, TO correct sonobellos poor results, they demonstrated no care about. My experience was an ultimate nightmare! A FULL REFUND IS CERTAINLY JUSTIFIABLE! 

   

  Sonobellos ***** corners manager ********, reached out, by text and email, stating their management team is willing to offer me $2000.00, as a gesture of customer service. What about my other $7,000.00 I paid in full by check totaling $9,000.00?! I shared with *****, I am extremely disappointed that sonobello feels that I would be happy with that small amount only. I should be minimally refunded 4 times that offer. $9,000.00 to be exact, what I paid them, should be refunded. 

   

  what's fair is fair. And $2000.00 is definitely not a fair amount for all I experienced with sonobello. A complete waist of time, money and pain. In addition, cost me MORE MONEY, more time off, etc. 

  Sonobello needs to be responsible for their employees, whom they hire/staff, hold accountability for sonobellos treatment to a patient (myself), whom had a terrible experience.  

   

  isn't Healthcare about patient satisgaction?satisfaction?! Assuring patients are in good health? Sonobello neglect *** me. Resulting in me Unfortunately having to reach out elsewhere, after crying out in multiple attempts for sonobellos help! Not days, weeks, months, but years of me complaining, to sonobello. *************** and staff were not unaware of my dissatisfaction. The managers were not unaware of my dissatisfaction  from the front desk to results of my surgery. 

   

  Healthcare is about the improvement of health. Sonobello did not provide good Healthcare nor improve my quality of life. They did just the opposite. They did not improve my appearance as promised in 2019. I pleaded for good Healthcare in 2020, 2021 and 2022! They caused me stress, depression and anxiety, due to walking around with those laser lipo results. Sonobello affected my quality of life. 

  please issue me my full refund. What's right is right! 

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

• Initial Complaint

  Date:07/28/2022

  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 had the Tri-Sculpt procedure done at SonoBello, Manhattan in June 2021. I went in with the frame of my mind that I am finally doing something for myself. After the first 3 weeks I had my follow up phone consult, I was still swollen but was noticing things I did not like and brought to their attention. At my 3 month follow up, I also advised them that I was not happy with how I was healing and what my body was looking like, they advised me to wait for my 6 month follow up as it takes approximately that long to see the real results. Had my 6 month follow up about 8 months after my procedure due to their scheduling conflicts, with ********************, was advised the original Dr who did my procedure is no longer with the company, and she was able to see and examine me and see how butchered and deformed I looked. They scheduled me for a follow up procedure to try to correct the previous dr's mistakes. Had my 2nd procedure done in March 2022 and 5 months later have no heard from anyone, there were no follow **** as I was told the Dr would follow up with me within the week. Not one person from the office reached out to see how I was doing, how I was healing and if I was happy with my new results. They are probably glad they did not because after 2nd procedure I am still very dissatisfied with my results, I feel that I look worse than when I first walked into their office in June 2021. I want people to know that this is not worth the pain and what will be a lifetime of remorse for having my body butchered in the hopes of making myself feel better about myself, to only have it made worse.

  

  Business Response

  Date: 08/25/2022

  Thank you for sharing the concern, we are sorry to hear the patient is unhappy with her results.  The location manager has attempted to reach out a few times in order to discuss.  we ask that the patient return the calls to the local center in order to schedule an appointment to be evaluated by the surgeon.  

• Initial Complaint

  Date:07/25/2022

  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.

  Transaction Date May/19/2022 I went to Sonobello of ******* on May 19th of 2022 to talk about possible services and possible outcomes. Their consultation specialist (whom I don't recall her name) constantly pushed me to put a deposit right there and then to ensure best pricing and reassuring I could change my mind and cancel any time. I explained we had a long summer vacation coming up, but she reassured I could change my mind at any time. I was contacted last week on Jul/19th about my pre-op appointment which I declined because I had changed my mind. ****** from Sonobello sent me a text message on Thursday Jul/21st and I communicated to her that I was not comfortable with the procedure and I wanted to cancel and get a refund. I received no response from her. Later on, on Jul/25th Sonobello called me, I don't recall the name of the person, but I believe it was the same person I spoke with on May 19th who pushed me to leave a deposit. I explained to her again that I wasn't comfortable with the procedure and wanted to cancel. She at that moment said I had to cancel 2 weeks before the scheduled procedure which was scheduled (according to her) on Aug 4th. She never mentioned this during the initial conversation, but I have no proof of that because it was verbal and not written. Regardless of this, I sent them a message (I have proof) on July 21st which is two weeks prior to Aug 4th anyway. Obviously I have canceled and want to get a full refund and leave this complaint here at BBB for any other potential customers they may have in the future so they are aware of Sonobello of ******* business practices before they provide any deposits for any procedure. Amount of money of deposit was $4,443.33 The business committed to provide me with plastic surgery procedures, but in the end I did not feel comfortable moving forward. The business committed to cancel and refund fully if I changed my mind at anytime before the procedure. The business is now denying a refund.

  

  Business Response

  Date: 08/09/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patient no longer wishes to have surgery with us.  Our records show ********************** surgical deposit has been refunded.  Best, Sono Bello.

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I contacted and submitted a claim with **************** the same day I submitted the complaint with the BBB. Amex communicated to me that they have issues a refund for the full charged amount.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/22/2022

  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.

  They sold me on a procedure that they guaranteed me would lose inches off my body.. It did not take off any inches at all anywhere And I was told that they would redo it at 6 months as long as I was the same weight. I went in for my 6 month check up and I was still the same weight and I told them my concerns and I was told that they would redo the procedure again.. However I had told them from the beginning before even signing up for the procedure that I was planning on getting pregnant Soon, so I asked to verify if that was going to be an issue.. They informed me that that would not be an issue at all. I was also Told at my 6 month check in check in that they would redo the procedure after my pregnancy, but I needed to speak to a doctor 1st. So they got me in a few months after that to speak to the doctor and then informed me that if they couldn't redo the procedure at a year's time then they would not redo it and they would not refund my money. I'm also disfigured now on one side of my waist.

  Customer Answer

  Date: 07/27/2022

  ********************************************************************************
  
  This is the specific location I delt with.
  
  Thank you,
  ****

  

  Business Response

  Date: 08/16/2022

  Thank you for sharing the concern.  Because we understand dissatisfaction can occur with the procedure, we offer no cost touch *** within 1 year of the original surgery.  The reason we enforce a 1 year is that body anatomy can change over time with weight fluctuation or life changes such as pregnancy, which would then not be considered a touch-up on the original treatment.  We are unclear if the patient is currently pregnant or plans to become but we are happy to discuss more with her directly.  We ask that she reach out to our local Practice Manager for assistance. 

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17613296
  
  I am rejecting this response because: I already spoke with the person in charge at this particular ********* location and she was extremely rude. Also, I had informed them about my plans to be pregnant prior to deciding to do their procedure and I was told that it would not be an issue. I also mentioned my plans to be pregnant again at my 6 month check up, and again I was told that I didn't need to worry. I  was told that if I was unhappy with my lack of results that they would do the procedure again for free after my pregnancy. Then a few months later when they would finally see me again, I  was told that I had been lied to and was out of luck. I just want my money back for this horrible experience. The only "results" I received is a disfigured midsection  I no longer would want them to try to fix their work because I do not trust them at all. All they have done is lie to me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/07/2022

  We have been able to connect with the patient and have worked out an alternate resolution. 

• Initial Complaint

  Date:07/20/2022

  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.

  I recently had surgery at sono bello the surgery I paid for was not fully performed. I was bluntly lied to about my follow up appointments. Which I just moved to GA. *********** team led me to believe that there was a sono bello in the city I was relocating to so I could continue my care. The nearest location is almost 3hrs away from where I reside. The biggest issue is my surgery was not completed as agreed upon.

  Customer Answer

  Date: 07/27/2022

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

  

  Business Response

  Date: 08/04/2022

  Thank you for sharing the concern.  After review it appears the patient had their procedure in the ******, ** location and relocated to Georgia.  Our Director of Patient Experience has been in contact with the patient who sent in a complaint through a feedback email about not being able to get to a center close enough for follow up.  We were able to coordinate a virtual appointment with the RN.  During that visit the patient states she is healing well and had no additional concerns.  We apologize if there was some miscommunication about transferring care to another location but are more then happy to see her in person at any one of our centers nationwide.  We ask that the patient contact us directly if there are additional concerns that need to be addressed.      

• Initial Complaint

  Date:07/15/2022

  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 06/21/2022 I had a consultation with ******. I paid ********* ****************** for liposuction. Surgery was scheduled for 8/17/2022 that day. The next day I thought this is not for me. I called ****** on 06/22/2022 and informed her that I didn't want to go through with the surgery, especially while being awake. ****** called me back in an hour moving my surgery within a week. I didn't go through with surgery and was promised a full refund to **************** confirmation # LAXs3230. It's been over a week now with no refund with promisses every day that refund was made.

  Customer Answer

  Date: 07/21/2022

  The address to sono Bello body contouring center is **********************************************************************. *****. The phone number is ************. I dealt with ******************* and ******. I hope this is everything that you needed my surgery date was scheduled for 817 2022. If you need any additional information please feel free to contact me at ************

  

  Business Response

  Date: 08/18/2022

  After review of the file it appears the patient was refunded in full on 7/21/22.  We have reached out and confirmed this with the patient who indeed received it.  

• Initial Complaint

  Date:07/13/2022

  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.

  My procedure was done on September 20, 2021.I paid $16,680.00 with my Master card.I had the upper abs & lower abs done. Plus the loose skin removal. I was told that there would be mild discomfort during this procedure but nothing really painful. And I believed them. They totally misrepresented the level of pain of this procedure. After it was all over, **************** said before he left the room, "Maybe I started a little soon & should have waited for the pain medication to take full effect". Now Sonobello wants me to come in & complete the rest of the procedures that I had originally signed up for. They are: Waist, hips, back bra roll and arms.I do not trust this clinic to do these procedures on me as I believe they will cause me harm.When I told them that I would not be coming back to do these other procedures they informed me that rebates.I feel totally lied to on all accounts.I just want the money back for the procedures that were never done.

  

  Business Response

  Date: 08/04/2022

  Thank you for sharing the concern.  We are sorry to hear the patient experienced a great deal of discomfort during the procedure.  Because we specialize in doing procedures safely under local anesthesia (awake), pain tolerance does vary as outlined in our consents.  We understand that the patient is choosing not to move forward with the remaining areas and are looking into the refund amount.  Discounted packages are all-inclusive and can not be separated as stated on our financial agreement.  We have made several attempts to reach the patient to discuss the refund portion but have been unsuccessful.  We ask that she please return the call to either the Practice Manager of Director of Patient Experience.         

  Customer Answer

  Date: 08/09/2022

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