Luna Physical TherapyReviews of getluna.com

Response from Luna Physical TherapyMay 9, 2025

Hello Btol, could you please email us your real name to [email protected], so that we may look into this for you? When a patient schedules their first appointment, we collect the patient's insurance information and begin a courtesy benefits verification with their insurance company. Shortly afterwards, we send an email to the patient with the information we uncovered from the insurance company. This includes a patient's deductible, co-pay, co-insurance if applicable, and other fees/terms for care. Essentially, before a patient's first session, a patient has this information and is entirely aware of the patient responsibility. We'd love to investigate this for you, because maybe the email was missed or perhaps there are other circumstances that we're not understanding that we'd happily resolve. Thank you.

Response from Luna Physical TherapyMay 7, 2025

Vijie, We apologize for your father's experience. Our team has been in direct contact with you to discuss the specifics of the miscommunication.

Response from Luna Physical TherapyMay 2, 2025

Betsy, We’re happy to answer these statements about our billing practices. When a patient signs up for their first session with Luna, we ask for a credit card. Luna explains to all patients that their credit card is required to cover the cost of deductibles, co-pays, co-insurance and late cancellation fees. The terms are also written in our Terms of Service. Many patients have deductibles that need to be met (they are generally reset at the start of every new year) before their health insurance begins to cover the costs of treatment. Providers, including Luna, collect payment to satisfy the insurance plan’s policy with respect to these deductibles, co-pays, co-insurance, etc. When a patient signs up for their first appointment, Luna provides a courtesy benefit verification check. We email our patients this information so that they know how much of their deductible is remaining and what their co-pay will be, etc. We can assure you that none of these practices are negligent or fraudulent. In fact, Luna strictly abides to the terms of the contract that patients have with their insurance. If you believe a refund is due, for example if you believe that your deductible has already been satisfied, Luna would need verification from your insurance company to confirm this. This practice is common and happens by the processing of claims that we submit to your insurance company on your behalf. Unfortunately, Luna has really no control on how quickly insurance companies process claims and sadly, the process can take several months. If the insurance company makes a mistake processing patient claims, those corrections can tack on extra time to the process. Rest assured, in scenarios such as these, once the insurance company sends Luna the processed claim, Luna will make adjustments and, if applicable, refund any of the patient responsibility that was outlined by the insurance company. If you have any questions at all, we suggest calling our billing department at 877.390.6659, option 3 (Monday-Friday.) We’d be happy to go over this live on the phone and explain the process as it pertains specifically to your case.

Response from Luna Physical TherapyApr 17, 2025

Tonia, We have repeatedly explained to you that your insurance plan has something called a deductible. I'm sorry that you are surprised by this. It resets every year. A deductible is the amount of money you, as the policyholder, must pay out-of-pocket for covered medical services before your insurance company starts contributing to the cost of those services. Luna verifies your benefits as a courtesy to our patients and provides that information. Ultimately, patients are responsible for understanding their contracts with their insurance providers.

Response from Luna Physical TherapyApr 5, 2025

Mr. Marini, Could you please share your real name with me by sending it to [email protected]? We can't find your name in our system. Without reviewing your case, it sounds like the your first PT may have been a little too far from your house, prompting the PT to ask Luna to find a therapist who was closer. Perhaps initially, the PT accepted your case because it was on the outskirts of their delivery area and realized that a therapist who was closer would be a better fit. Our therapists have a territory that prevents them from driving more than 30 minutes from where they live. I can promise you that there was no bait and switch and that certainly, a physical therapist would not stop treating someone because of a disability. Our therapists have, on average, 10 years of experience and are all highly trained, credentialed, full-fledged physical therapists. It sounds like you may live on the outskirts of our treatment area and we’ve been unable to locate another therapist with availability in your proximity. Were you asked if you wanted to be placed on our wait list? Typically, patients are picked up off the wait list within a few days, although if you are father out, it may be a little longer. Regardless, we’d love to review your case to find out the real facts that have created this situation and do our best to rectify them. Please email us at [email protected] with your real name as your name here is not listed in our system. Thank you. ********************* Mr. Marini, We see that you updated your review to include the information that you believed your therapist lived a few miles away. We'd really like to investigate your case, because this seems extremely atypical. We'd like to understand the reason why your therapist did not add additional appointments to your plan. However, we need your real name, because we cannot find the name you use here in our system.

Response from Luna Physical TherapyApr 4, 2025

Marie, Without knowing who your client is to be able to review their specific case, we would venture to guess that there has been a misunderstanding of what Luna offers. Luna is out patient physical therapy. Luna is NOT home health. Out patient physical therapy is a very different service than home health (HH.) If a patient contacts Luna believing that they'll receive HH services, then unfortunately, they may go down the path of providing their information, only to find that Luna is not licensed/capable to treat them. Luna is out patient physical therapy whose physical therapists focus on specific injuries or conditions. If you are a provider and would like more information, we'd be happy to discuss it with you - www.getluna.com/physicians.

Response from Luna Physical TherapyMar 28, 2025

We apologize Ms Hicks. We had a relatively new team member in our Concierge department who didn't know how to properly implement your request. For what it's worth, we aren't scammers. A physician had contacted us on your behalf. You may want to speak to them if it was not what you wanted.

Response from Luna Physical TherapyMar 12, 2025

Hello Ms. Streamer, a manager from our Clinical team will contact you this morning to discuss these issues with you privately.