Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

MRI

Prenuvo, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in MRI.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/24/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    This business is an MRI scanning business. They offer different packages for scanning either part or your whole body minus the arms. Transaction Date is not so simple. The actual MRI scan date was Dec 30 2024. But I had to place a deposit for my wife and I. Nov 12, 2024 I put a deposit down of ****** for both my wife and I, which is a total of *******. Then on Dec 30th 2024 as we went in to do our scans we placed the remaining amount of *******. They took off 300 dollars from my bill because they were 40 minutes late on my appointment. But this issue is not about how much they charged. Around July 5th 2024 I called up *****************, and asked them if I am covered for my costs that I would incur if my wife + I went with Prenuvo for an MRI scan. I had already asked my primary care doctor, and they said they would not do it, even though I do have coverage for MRI scans. They deemed it not medically necessary even though I was covered. *** confirmed they would cover it 70% since it was out of network, if I provided the proper paperwork. Prenuvo does not do claims, and *** said they require a super bill which includes tax id number, CPT codes, place of service, etc. So I had the *** representative call up Prenuvo to check if they provide that. Prenuvo said they do, and even emailed me the codes which I will attach. So I decide to book the appointment. I'm also fully paid on my deductible so it would be 100% covered from UHC as long as the claim paperwork was good. My wife and I do our scan, and get our receipt and it is not a superbill. I call them up, and they said as of June 2024, which is BEFORE I called prenuvo to ask if they provide super bills, they do not provide super bills. I have called multiple times, talked to multiple people, and they will not provide the information. UHC won't pay because I can't provide the proper paperwork that Prenuvo has access to and promised to give me. They lied, they are stonewalling the info I need to submit my claim.
  • Initial Complaint

    Date:03/15/2024

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have no trust in the result of my 2024 scan. Here are the facts:2022 Scan: deviated septum, 5 mm aneurysm in the brain; & a bone lesion 2024 Scan: none of this was reported in the result I received.Was it a miracle? Aneurysms do not magically disappear.No. The person who reviewed my scans and reported it in a written report to me made errors. And it was me that discovered the error.Summarily: They did not provide the services I paid for.This is not like a DoorDash food delivery error...this is my health. This is unacceptable. I contacted customer service 3x asking for a manager to call me to better explain this - no call.

    Business Response

    Date: 03/18/2024

    Member's issue has been taken into account and relayed to the upper management teams. They have authorized a full refund of scan payment ($2499), which has been processed as of March 18, 2024.

    Customer Answer

    Date: 03/25/2024

    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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.