I tried to schedule with them for 2weeks, so did my current PT,
They are lousy business people who won’t get my business!
THERE ARE OTHERS
Response from Luna Physical TherapyMar 6, 2024
Sandi, we are saddened to read your post. We've left you two voicemails and spoken to your therapist about the discharge paperwork that is required before you can be treated at Luna. If you would like to submit that required paperwork, we'd be happy to get you scheduled with your therapist. We look forward to treating you.
EC
Elgin C.
Delayed Benefit Verification
Prior to arranging my first therapy session, I verified with Luna and my insurance that Luna is considered in-network based on my coverage. I even performed the intake process and was excited that I'm able to schedule an in-home therapy as it would be difficult for me to travel to a physical therapy facility. After my session, I got an email stating that after review, Luna is out-of-network and I was charged the self-pay rate. Disappointed that if it the out-of-network is true all along, they should disclosed that prior to my first session so I could have cancelled the appointment. Now I'm left to find another provider at the last minute as I need to have immediate therapy sessions done.
On the bright side, the therapist I worked with today was very thorough and explained a lot on the therapy plan.
Response from Luna Physical TherapyFeb 22, 2024
Hello Elgin, We are pleased to hear that you enjoyed your therapy. We wish that we had better news for you regarding your insurance benefits. When a patient initially calls, Luna collects patients’ insurance information and determine whether the insurance is either in or out of network, as we did when you called in. However, many patients have out of network coverage. As we communicated with you that day, we conduct a deeper benefits verification to understand what your out of network benefits are precisely, including your out of network deductible and copayment. This process is conducted after the call and, once we have that information from the patient’s insurance company, we relay that to the patient. Unfortunately in your case, your benefits did not include any out of network coverage. If you believe this information to be incorrect, we recommend reaching out to your insurance company to understand your agreement with them.
JH
Jimmye H.
Extremely difficult to get appointment
Luna first touched base with me Wednesday January 31. I’m having knee replacement on February 15 and since I will not be able to drive for two weeks and I’m the sole driver for my house, having someone come is a lifesaver. After two days on their waitlist I was dropped out of the blue so I got myself back on the list and I was dropped again! I called and they said there was a glitch in the system and the earliest a therapist could come would be February 20 so I booked that and then the therapist would schedule future appointments. Because my doctor wants to have therapy the next day, I made arrangements around a friend’s work schedule to drive me to out patient therapy on February 16 and I scheduled directly with them before they got totally booked. It was a relief to know that the next session would be February 20 and I would not have to rely on getting someone to pick me up and take me to therapy. Today February 8 Luna calls to tell me they cancelled my appointment with their therapist because I’m supposed to have therapy within 3 days of surgery and they are going to put me on a waitlist!!! I explained to the woman on the phone my experience and was told it was a glitch in the system!!! So the bottom line they have cancelled any possible availability past the 3 days and put me on a waitlist! I was told if I got dropped to call them again! Absolutely HORRIBLE experience!!! Extremely unprofessional!
Response from Luna Physical TherapyFeb 9, 2024
Jimmye, We sincerely apologize for your experience. We escalated your concerns internally and found our mistake. As you noted, we needed to cancel your original appointment due to the timing requirements of your post-surgical care needs. We will be reaching out to you today with a path forward.
AC
Ann C.
Luna was a great experience
Luna was a great experience. Adam, my physical therapist, had me walking with a cane in 17 days. Although I only reached 87% in the knee bend, it was due to the swelling in my right knee and leg. It was really hard to get the knee to bend all the way due to the swelling. Adam was patient, and guided me through the process. I had other physical therapy in California when I had my left knee done, but it was weeks before I was near where
I am now. Adam has done a great job and we really appreciate having someone like him on your staff. The best was having the convenience of having someone come to the house to do the therapy. Thank you very much.
Response from Luna Physical TherapyFeb 4, 2024
Thank you Ms. Casella for sharing your experience!
JC
john C.
Problem solved with Luna
I had a very positive experience with Luna about two years ago. The company was efficient, answered the phone, and the therapist was excellent. This time I have made repeated calls to Luna to simply schedule an appointment. On the first, I waited for 45 minutes on hold, and no one ever answered the phone. On the next three attempts, I used the option of getting a call back. No call was ever returned. This is very disappointing.
Shortly after posting the negative review, I did secure an appointment with an excellent physical therapist. I have had two sessions thus far and the experience has been flawless. I am glad Luna quickly resolved the problem quickly.
Response from Luna Physical TherapyJan 24, 2024
John C, Thank you for sharing your contact information with us privately. We sincerely apologize for your experience. It sounds like you were able to connect with us and are in the process of scheduling an appointment. We are so pleased that you had a great experience with us before and we promise to deliver the same fantastic therapy this time. Thank you for your patience and for giving us another chance. We'd love to see your updated review of your most recent experience, if you're willing.
GE
Georgette
I am skeptical about this company
I am skeptical about this company. I requested an appointment and two days later I received a list of appointments to choose from. I responded and asked how can I check the credentials of the therapist coming to my home. I asked how do I know the therapist are experienced and qualified. This has been over a week and no one has responded to my question. I followed up again and no one responded. I believe I have the right to verify that the therapist coming into my home is experienced and have the proper credentials to do the job. There are a lot of scams going on these days and everyone is all about your money so people please be careful and check to make sure whoever is coming to your home have the proper credentials and are license to do what they said they are doing . I also believe that they are unprofessional because they could at least respond to my question. As much as it is convenient to have physical therapy in the comfort of your home I am not going to be scammed. I need to know that the person working on me have the proper credentials, and that they are qualified to do the job. If that is the case, then I might as well watch physical therapy on YouTube and do what they do before I allow myself to be scammed.
Response from Luna Physical TherapyJan 18, 2024
Hi Georgette, Unfortunately, we can’t find you in our system with just your first name. However, we can make an educated guess about what happened with your experience and attempt to explain. When you fill out our web-based appointment request, an automated message is sent to you, asking you to select a time for a follow up call from a member of our Concierge team. There should be about three blocks of time given as options to you, to accommodate your schedule. Once you have selected a time, a member from our Concierge team will call you at that time to discuss your therapy needs and your benefits. It’s a brief call but it allows our team to understand your needs as well as collect your insurance information if you have any. Unfortunately, texting back to the automated message won’t work. You should have received a message when you did, stating that it is an automated message and to speak to a live person, you must call or chat with us online.
Rest assured, all the physical therapists on the Luna platform hold a degree in physical therapy. They are not aides. In fact, our PTs have an average of ten years experience treating patients. Once we are able to speak to you to understand your needs, a therapist in your area that treats your specific care needs will be selected. This is the Luna process and it is not a scam. Luna is a national company that delivers care to thousands of patients. We would love to be able to treat and help you. We suggest calling our number (877.390.6659) to speak to a Concierge team member to schedule an appointment. This path may be less frustrating for you than attempting to schedule online.
SH
Shannon
Terrible experience
Terrible experience. Coming off of a back injury I had a daily Rx for physical therapy. I’m not driving yet and I would love in home services. And I control everything with my phone and apps so loved this concept. But Luna totally FAILED. I’m truly in need of medical help and I’ve been waiting two days to hear back from their “network” of experts. I even called into their customer service line to try to get help and was put on hold for 30 mins before I finally gave up. I also tried an online contact to no avail beyond standard messaging. Moving on to the next option. If you need help, my advice is don’t waste your time with Luna.
Response from Luna Physical TherapyJan 16, 2024
Hello Shannon, We apologize if we didn’t meet your expectations. It appears that you were added to our waitlist on Thursday and removed yourself on Sunday. It typically takes 48 hours to locate a therapist. We do our best to keep the hold times at a minimum and your experience is disappointing and unusual, and we apologize for that. If you would like to be added to the waitlist again, please let us know. We are able to help you if you can be just a little patient with our process. We are confident that you will be delighted with your care. ~Luna
DC
Donna C.
Knee Therapy
I am very pleased with my therapy and my therapist, Brady. On time every time. Kind and considerate of this 82 year old woman who just had knee surgery. I have progressed a great deal. Range of motion is great and working on strength
Response from Luna Physical TherapyJan 5, 2024
Thank you for your feedback. We are so pleased to hear that you are enjoying your sessions.
