Luna Physical TherapyReviews of getluna.com

Response from Luna Physical TherapyMar 2, 2026

Thank you for sharing your experience. We’re truly sorry the billing felt unexpected, and we understand how important cost transparency is, especially when managing a high deductible. When patients are onboarded, they receive general pricing information along with a benefit verification email outlining insurance coverage. If insurance is billed, charges may vary per visit based on the specific treatments provided and time spent, following standard clinical billing guidelines. This reflects the individualized care delivered. We recognize this distinction may not always feel clear and are reviewing how we communicate these options. We value your feedback and are always working to make our cost explanations more straight forward.

Response from Luna Physical TherapyDec 16, 2025

Hi Julian, The Concierge/Service Fee helps us continue offering high-quality care directly in your home. While the cost of delivering this kind of personalized service rises each year - including mileage, scheduling and clinical resources, and technology costs - insurance reimbursements have actually dropped 8%-10% since 2020 and continue to decline. This fee supports a range of services that make your experience more convenient and comprehensive. It covers therapist travel and mileage for in-home visits, weekend and evening availability when applicable, appointment reminders and rescheduling via text and the Luna app, and access to the Luna app with exercise programs and unlimited therapist messaging. It also includes support through our Concierge hotline and the Luna app, physician coordination and insurance authorization help, communication with your physician/surgeon, and continued access to your in-app exercise plan after your care ends. The fee is disclosed in several places to patients before any appointments take place. It is discussed over the phone during a patient’s initial scheduling, it is emailed to patients in their Benefits Verification email alongside deductible and co-pay information, and it is accepted via the Intake Form that patients fill out prior to their first appointment. We’re committed to transparency and appreciate the opportunity to explain.

Response from Luna Physical TherapyDec 16, 2025

Ms. Casteel, We apologize that it took a week to get a therapist to you. Sometimes, our therapists schedules are completely booked, especially if you need a specific level of care or are further out of town. Our team will reach out to you to transition your care to another therapist.

Response from Luna Physical TherapySep 8, 2025

Hi Joe Cool, We couldn't find you in our system. If you'd like to DM us your real name, we'd love to look into your issue. We can assure you: Luna does NOT steal. We'd love the opportunity to explain how your insurance works in terms of your deductible and your co-pay. Please send us your real name so we may contact you to do so, email us at [email protected], or call us at 877.390.6659 (option 3 for billing.)

Response from Luna Physical TherapyAug 27, 2025

Hello Susan, We know how frustrating it is to not get care for a loved one when you need it in a timely manner. We apologize. Unfortunately we do occasionally have a waitlist. Our Concierge team asks patients if they would be interested in joining the waitlist and we aren't really able to promise that a day and time will open up in the time period that is needed. If you'd like to email [email protected] with your mother's name, we'd be happy to see if there were any extenuating circumstances affecting the time to match your mother with a therapist. Perhaps your mother is farther out of our geographic range or your mother needed a specific type of treatment that is less common which delayed care. Typically, patients spend about 48 hours on the waitlist so your mother's experience sounds very unusual. We'd be happy to review and see if we can do something to help.

Response from Luna Physical TherapyJul 21, 2025

Michelle, we're so sorry to read this. We'd love to help you with your pain! We're going to call you shortly to discuss this privately. There are some nuances regarding insurance in your case that are a little more complicated. We can treat you! We just need to comply with your insurance requirements. But if you'd prefer to pay out of pocket, we're more than happy to accommodate that as well.

Response from Luna Physical TherapyJul 3, 2025

Mr. McPharlin, We'd be happy to investigate your claim but we cannot find you listed as a patient in our system. Please provide that and we can have someone call you to discuss further. Thank you.

Response from Luna Physical TherapyMay 20, 2025

Hi Kathleen, Because our therapists come to a patient's home, Luna has a 24 hour cancellation policy with a fee. It is well communicated to patients in advance of scheduling their appointment and is included in the appointment reminder email or text, as well as our terms of service. If you would like to discuss this further, please contact our billing department at [email protected] or 877.390.6659, option 3.