Complaints

This profile includes complaints for Sono Bello's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sono Bello

  1200 112th Ave Northeast Bellevue, WA 98004-3817

  
• 

  Sono Bello

  5250 Carillon Pt Kirkland, WA 98033-7378

  
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  Sono Bello

  100 Tradecenter STE 575 Woburn, MA 01801

  
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  Sono Bello

  200 White Spruce Blvd Ste 100 Rochester, NY 14623

  
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  Sono Bello Hartford

  175 Capital Blvd Ste 100 Rocky Hill, CT 06067

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2022

  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.

  A little over a year ago, I went to Sonobello and did liposuction. I was happy with the liposuction, however, Im not happy with the position of my navel. *** pointed out my concern with Sonobello doctor and associates but was told by doctor that they did not reposition navel at that time. So approximately 2 months later, they now offer reposition of navel and now they want to charge me more money to do so. I do not think that is right since I have already paid so much for the liposuction. Im not happy with my navel and feel I have to live with it since I cannot afford to pay more to reposition it.

  Customer Answer

  Date: 08/24/2022

  The location I had liposuction surgery is: **** ********************************, suite 400, **************,

  ** 33309

   

  At the time of the surgery, naval positioning was not offered. However, a few months later that location now offered naval positioning. So in answer to your question, no it was not a part of the surgery. I think Sono Bello should have offered the surgery from the start for people like me whose navel is not in the right position. I feel botched and now to fix the problem I would have to come out of pocket to pay more to correct it. I have already paid a large sum and cannot afford to pay any more money. I just dont think it is right for Sono Bello to not bear any responsibility.

   

  Thank you for your time.

   

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

  

  Business Response

  Date: 08/29/2022

  We are sorry to hear that this patient is not happy with her results.  She purchased and received surgery with a board-certified plastic surgeon and during her consultation with the surgeon, reviewed risks, benefits, and expectations.  Although we are sorry that we did not meet her expectations, our photographic records indicate that she had a significant result.   We are happy to discuss other options for body contouring for this patient but the services she purchased were delivered appropriately.  Best, Sono Bello.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17734707
  
  I am rejecting this response because: Their explanation is just not good enough. Im happy with the liposuction just not the placement of my navel. Sono Bello did not offer to fix the problem!

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

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the first stage done on may 18th 2022. I had asked to schedule the second phase on this day but was told someone would reach out to **** did not have someone reach out until I followed up a month later. The lack of organization and respect from the front office of this organization has been appalling. I am a health care provider and work long odd hours and being able to be in contact with someone during business hours is typically quite difficult. Once someone did reach out I brought it to attention that my husband is in the military and we were facing an unforeseen move due to the military changing stations in the month of august, meaning I had a month and a half to have my second procedure completed. The process of getting in contact with someone was slow and unresponsive. Time and time again I was offered days that I had previously made clear I was not able to take due to my work schedule. Finally we came to a day that would work but would mean me going to a different clinic. I was more than fine with this and was happy to have accepted the appointment. I had to reach out weeks later to confirm this appointment myself as I did not get confirmation and the receptionist began offering more appointments that did not work as she had not actually put it on the schedule and had once again failed to follow up with me. I had planned for the appointment and had taken time off of work for it, to squeeze it in around moving cross country. Due to unforeseen moving placed on us by the military I am requesting the money refunded for the half of the procedure I was not able to have completed as I am now out of state, cross so I try, and am unable to return, and am unable to get a response from the Tacoma location as i have now been waiting three days shy of a month for follow up. I understand I was given discounts/promotion and I am willing to forfeit them, and get back whatever the remainder is due to being unable to move forward with any procedures.

  

  Business Response

  Date: 10/24/2022

  Thank you for contacting Sono Bello and we're sorry to hear this patient is no longer able to have surgery with us.  Her refund has been processed and she will receive the funds shortly.  Best, Sono Bello.

• Initial Complaint

  Date:08/16/2022

  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 paid Sono Bello over $12,000 in November of 2021 and I made this payment in full after my first consultation with a patiet care consultant. I never met with the plastic surgeon for my consultation to move foward with my procedure. I ended up canceling the procedure related to a health issue in which I provided documentation to Sono Bello in an attempt to get a refund. I was told by the patient care coordinator that I would be required to submit medical documents in order to receive my full refund. In the contract I signed it clearly states that I am allowed a full refund if I cancel my procedure BEFORE meeting with the surgeon. I NEVER met with the surgeon for the said procedure. I was then told after submitting medical documents from my PCP explaining my health history and my PCP specifically stated that it was advised that I DO NOT go through with this specific procedure that I was told since six months had passed since I paid for the procedure i would receive a 0% refund. I have the copy of my contract and it states NOTHING about this. I have called NUMEROUS times and emailed in which I have detailed records of this and I was never contacted back. I even called the Sono Bello call center and when they transferred my call to the *** location the call rang numerous times then hung up. I called the call center again who stated, "I'm sorry I don't know why they aren't answeri I will notify my supervisor". This phone call was on a recorded line, I told them I have been unable to get ahold of the *** location for several months. The reason for this is that the office in *** has caller ID as evidenced by a phone call I placed and without introducing myself the Sono Bello employee addressed me by my full name. The ************ Coordinator told me I can NOT have a refund but I CAN have the procedure "since you already paid for it". I want my full refund and I WILL pursue legal consult and get an even bigger refund. This seems to be a common problem with Sono Bello.

  

  Business Response

  Date: 08/30/2022

  The patient has been refunded in full on 8/26/22

• Initial Complaint

  Date:08/15/2022

  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.

  I canceled my appointment 2weeks before my op appointment . because I could not come up with the rest of money that was ****. I put down **** in cash I was told it had be **** to secure op date , I wanted to try to put as much money as possible . I went to ************ ** location and inquired about a refund after telling sono bello that I cant afford the rest . ****** told me Id have no issue because I didnt see the doctor she checked my address and told me itll come in the mail . I havent received anything and tried calling but ** being told a supervisor will call me back . And havent received a call. Please help I need my **** I have not received any services from this business

  

  Business Response

  Date: 08/28/2022

  Thank you for contacting Sono Bello and we're sorry to hear she no longer wishes to have surgery with us.  Our records show ******************** deposit was refunded on 08.23.22.  Best, Sono Bello.

• Initial Complaint

  Date:08/09/2022

  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.

  To whom it may concern:I am submitting this letter alone with pictures as supporting documentation against my dispute with SonoBello.On January 25, 2022, I went into the ***** ******** branch of SonoBello and spoke with a sales representative named ********* I explained to her what I was looking for, removed my clothes to show her my areas of concern and even shared with her that I had a surgeon in ********** ******** named *** that I could go to if they could not give me the results I wanted. I express in great details what I was looking even had photos to share so she could see exactly what I wanted. After she looked at the pictures and showed me some of her own from the booklet that was on her desk, she gave me suggestion on what I needed to get done in order to get the results I wanted from the pictures that I showed her. She suggested upper abdomen, lower abdomen and waist. I repeatedly asked if she was sure if this would give me the results on the pictures. She assured me that this will get me there and I would absolutely love my new midsection and waist. At that time, I signed my contract totaling $7,440.34 and put down a hefty down payment of $2,000 (I was only required to put $500 down) to save my date. On February 18, 2022, I made the final payment of $5,440.34. On February 22, 2022, I had a pre-op appointment with the Dr. *** He begins to tell me that I needed to add upper back and the ab ex (mini tummy tuck/skin removal) due to the excessive skin that will be remaining after the liposuction. I inform him that I had already went over this in detail with ******** and she suggested the three original areas. Because he is the professional I agree to the additional $6,595 fee and pays it at that time. THE DOCTOR DID NOT DO WHAT HE SAID HE WOULD DO! I HAVE A TON OF BACK FAT AND MY STOMACH IS BIGGER NOW THAN BEFORE. I NOW HAVE TO SPEND THOUSANDS MORE TO HAVE A TRUE PROFESSIONAL FIX WHAT SONOBELLO PHYSICIAN COULDN'T. I WANT MY MONEY BACK!

  

  Business Response

  Date: 08/30/2022

  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 have an agreed upon resolution. 

• Initial Complaint

  Date:08/08/2022

  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.

  Date of Pre-Op- ****-2022 Date of surgery ****-2022 Both of these apt. were held at the **************** Location. I arrived on **** to meet with the doctor for my pre-op, in which the nurse did her assessment and took her pictures. This was a 3 hour one way drive for me. Upon arrival, they told me that they weren't sure when the doctor would reach out to me, and that it would be video conference. After leaving the apt. the doctor called me, did not video me, to discuss my upcoming procedure. (which according to Sonobello is not a usual practice). I then returned on **** for my surgery, ****pm) met with the doctor for the first time. He explained it would be painful since I had a tummy tuck and csections in the past. During procedure, this writer was tearful due to pain. Doctor gave this writer a break while nurse administered more oral pain meds. The doctor came in, resumed liposuction. This writer remained tearful due to high pain, in which doctor asked if I wanted him to stop. I stated no as I paid 11,000$ for this and for proper results. Doctor then said, "we are almost done". Before leaving the room, he then said to nurse, we didn't get much out but I'm just stopping". Next day, this writer throat was swelling, this writer called the office as they said they would be back in at 9am Saturday the 30th. They stated that there was no doctor on call and would reach out as soon as possible once they reached out to one. No return call was made back to this writer until Monday. After reviewing chart, they did not give me all the lidocaine I could have had to reduce pain, they did not take out full amount they could have, and ethically, from start to finish I have major concerns. According to my post op at the ********** ** Clinic, they are going to have to redo surgery due to the doctor not finishing procedure.

  Customer Answer

  Date: 08/09/2022

  I would like compensation or a refund for my pain and suffering and them not finishing the job. I would also like my "touch up" covered by the ************* location as I will have to undergo another surgery to fix and finish what I paid for. 

  

  Business Response

  Date: 09/13/2022

  The patient is scheduled to meet with the surgeon on October 21st to discuss her concerns and possibly touch-up to the area.  

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17687056
  
  I am rejecting this response because: This does not even begin to make what happened to me at the Oakbrook location okay. yes I have a follow up for the corrections, but everyone gets a follow up apt. for corrections. I would like a refund or compensation for what happened, or I should say, what didn't happen before, during and after procedure. What happened to me, and who knows how many others, was not okay, and I feel the business should take responsibility and make it right with me. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/27/2022

  Thank you for contacting Sono Bello and were sorry to hear this patients experience has not been exceptional.  She purchased and received surgery with a board-certified plastic surgeon and during her consultation with the surgeon, reviewed risks, benefits, and expectations.  Patient safety and satisfaction are our top priorities, but we cannot make any assurances regarding discomfort during our procedures.  Comfort levels will vary and are unique to each patient.  Patients are encouraged to bring any discomfort issues to our attention during the procedure so that we can continually address them.  This information and more is also disclosed in the consent forms ************ signed prior to her procedure.  In addition, ************ has spoken with one of our Patient Experience Managers and has recently met with one of our surgeons to discuss her concerns.  Again, we are sorry to hear ************** experience has not been exceptional, but we do not offer post-procedure refunds.  We will continue to work with ************ towards a resolution.  Best, Sono Bello

• 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.