Waking up after cosmetic surgery, Erin Schaeffer felt excruciating pain. The agony was so intense that she cried, begging the doctor to stop, but to no avail. Days later, her abdomen began oozing blood and pus. "That was the beginning of a nightmare I'll never forget," Schaeffer shared on 25/7.
The 37-year-old Schaeffer had high hopes for her liposuction and tummy tuck procedure at Sono Bello, a cosmetic center in Jacksonville, Florida. Satisfied with a previous surgery there, she returned for further body contouring. However, this second procedure turned into a traumatic experience.
Following the incident, Schaeffer and her husband, Jonathan, filed a lawsuit against Sono Bello and Doctor Manuel Herrera in Duval County Court. The lawsuit alleges that Herrera, a board-certified obstetrician, performed procedures outside his area of expertise. Sono Bello denies all allegations, asserting that their doctors undergo rigorous training and maintain high patient satisfaction rates.
Backed by private equity funds, Sono Bello is the largest cosmetic surgery chain in the US, competing in the $22 billion body contouring market. They offer services like the "Mommy Makeover," costing up to $20,000, often financed by patients through high-interest medical credit loans. The company promotes itself as "America's leading cosmetic surgery specialists".
However, a joint investigation by KFF Health News and NBC News reveals that Sono Bello and other cosmetic surgery chains face numerous lawsuits alleging malpractice and medical negligence. The lawsuits claim some patients suffered disfigurement and even death due to unqualified doctors, mishandled complications, and high-pressure sales tactics.
Schaeffer underwent liposuction at Sono Bello in 1/2024 and was pleased with the results. On 29/3, she returned for additional liposuction and a mini tummy tuck, which the company calls AbEX. According to medical records provided by Sono Bello, Schaeffer was given Xanax and oxycodone before the surgery, followed by local anesthesia with lidocaine. This method is advertised as safe, promoting quick recovery with minimal discomfort and a return to work within a week.
However, Schaeffer reported experiencing severe pain during the procedure, to the point of crying and pleading with the doctor to stop. "I said I don't care what I look like. I can't take it anymore," she recounted.
Over the next two days, Schaeffer developed a fever. The following day, her abdomen became severely swollen. Sono Bello staff reassured her that everything was fine. But on the fifth day, she awoke to find blood and fluid oozing from her abdomen.
During a follow-up appointment, Doctor Herrera told Schaeffer she needed corrective surgery at a hospital. However, he couldn't assist because, as an obstetrician and not a cosmetic surgeon, he lacked surgical privileges at any local hospitals. His privileges were limited to a facility in Orlando, over 125 miles from Jacksonville.
"I was truly shocked," Schaeffer said.
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Erin Schaeffer at her home in St. George, Georgia. Photo: KFF Health News |
Erin Schaeffer at her home in St. George, Georgia. Photo: KFF Health News
Many doctors warn that corporate cosmetic surgery chains may prioritize marketing and profits over quality of care. The US Food and Drug Administration (FDA) currently lacks a dedicated oversight system for cosmetic surgery, unlike medical devices or pharmaceuticals.
Since 2013, court records show Sono Bello and its doctors have been sued for medical negligence over 60 times, including four wrongful death lawsuits. Of these, three have been settled out of court, and one is pending. Schaeffer's lawsuit is among at least 19 new cases filed since 3/2023.
Other cosmetic surgery chains face similar issues. Several hospitals are facing dozens of lawsuits for medical negligence, including cases of patient deaths following liposuction.
Most of these companies' service contracts include arbitration clauses, preventing patients from suing in court and requiring private dispute resolution. This prevented the family of Angela Mendez, who died after liposuction at a Goals office in New York, from pursuing a lawsuit. The judge dismissed the case because Mendez had signed an arbitration agreement.
Additionally, some companies require patients to sign non-disparagement agreements, prohibiting negative reviews on social media. Goals once threatened a $10,000 penalty for each violation if patients shared negative experiences without giving the company a chance to address them first.
Erin Schaeffer recalls her first visit to Sono Bello, where a salesperson told her she was the "perfect candidate" for a tummy tuck. Although she wanted to go home and consider it further, she was pressured into making a deposit. Because the procedure was elective and not covered by insurance, she took out a nearly $20,000 medical credit loan, payable over five years. She's currently paying $420 per month.
"I met the doctor about a week before the surgery, and it was very brief. I felt like I was being pressured into buying an expensive product," she said.
Doctors advise that patients need ample time to discuss the procedure and its risks thoroughly with their surgeon.
"There's no way you can meet with a doctor for just an hour before surgery and make an informed decision," said Scott Hollenbeck, president of the American Society for Aesthetic Plastic Surgery.
Despite Schaeffer's BMI of 36, considered obese and increasing the risk of complications, Sono Bello proceeded with the procedure. The company even stated they would operate on patients with a BMI of up to 42. Centeno argued that refusing patients solely based on BMI is unethical and discriminatory.
However, court records reveal that several patients with high BMIs, such as Marissa Edwards (BMI 41) and Shirley Webb (age 79), experienced severe complications after surgery at Sono Bello. Edwards messaged the company: "I got sepsis and almost died. I'm heartbroken."
Webb endured a prolonged hospital stay, accumulating over $2.6 million in medical bills. In the lawsuit, an independent doctor stated the surgery should not have been performed due to the patient's age, high BMI, and high risk of reoperation.
According to court testimony, Sono Bello's surgeon admitted that Webb's surgery earned him additional "surgical value units," equivalent to over $2,000 in income. This payment system rewards doctors for performing surgeries on patients with higher BMIs.
Centeno justified this payment structure, claiming it reflects the effort and skill required for complex cases. Schaeffer simply wanted to feel better after losing weight, but the outcome worsened her condition.
"I trusted their promises, but now I don't," she said.
Thuc Linh (Adapted from NBC News)
