At-home physical therapy.
Luna Physical Therapy (getluna.com) has 276 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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M. M.
They have constantly canceled. Luna talks a nice game, but is clearly unreliable. They have canceled twice before my brother even had a chance to be evaluated. No thanks.
Response from Luna Physical TherapyFeb 21, 2025
M.M. Could you please email us your brother's name to [email protected] so that we may investigate this? We'd really like to understand what happened here.
Judy A.
Stop if you’re considering Luna for at home physical therapy do not consider this group! December 31 I was told I was having surgery February 11 full hip replacement surgery. My surgeon could do it in a surgery center and I’d be home that very day if I could schedule in-home physical therapy at the time that I got home. I scheduled with Luna. Surgery was successful. We waited all day for the therapist to come. “Ryan” the assigned therapist never came. I called and asked where my physical therapist was because he had not arrived. I had been discharged from the surgery center only because I had guaranteed that I had physical therapy at home. No one heard from Ryan. At Luna and no one cared that Ryan didn’t call in. A man by the name of “Jasmine”said he was sorry but there was nothing he could do about getting someone else out. I asked if he had tried to make contact with Ryan. He said he did not but if he heard from Ryan, he’d let me know. The next day I heard from a supervisor, who was trying to reschedule my missed appointment. I mentioned what had transpired and she was going to take care of things for me and get someone out Wednesday or the latest Thursday. Today is Saturday. I’ve not had a physical therapist visit nor heard back from them. I’ve not had anyone call me. I’ve not had anyone try to make up for the fact that I had the schedule since December and no one ever came. They can expect a lawyer to be contacting them because this was a health issue that they just didn’t care about the fact that I was discharged with a full hip replacement only because I had scheduled and was promised a physical therapist on the day I came back from surgery Did they even let me know and now 5 days later still no physical therapy. All the places I’ve contacted the area said that I should’ve been looking for a physical therapist months in advance which I had done we were scheduled by this Ryan and Luna. We were confirmed by this Ryan and Luna. I received a text message two days before that, this Ryan in Luna was coming. I was texted the morning of my surgery that they were coming And on Wednesday they didn’t come. Completely totally unacceptable and yes, they will be hearing from my lawyer. **** I see that Luna responded to my review. No place to follow that response so I’m adding it here. They mentioned that they were trying to work with me. That there was an issue when they were trying to schedule something. I received responses and confirmations for pt services dating back to December. This is so untrue. No one tried to work with me. Not one got back to me until I called them. They said they tried to get services and possibly could in a week!! A week?!? Too Kate. The plan was when I came home. They just did not care. Everyone has been acting as if this is not a big deal. When a person‘s health is at stake and you’re dealing with a company that could care less promises were made that there would be someone here yo help. I received a surgery fiscarge based on that promise and based on that information. I should’ve stayed at the center the hospital or someplace where I would’ve been taking care of rather than come home and have this horrible company ignore the fact that they didn’t do what they said they were going to do and send anyone here to work with me to do PT. So don’t believe anything this company posts. They are anything that they said in the review answer by Luna don’t go there stay away from this company. I’m about to go on three or four more sites to warn people of the dangers of making promises that they will receive services that they were discharged from a hospital or a surgery center based on those promises and then they don’t follow through. Don’t believe things that anything they say don’t trust them. They are fraudulent and will be sued.
Response from Luna Physical TherapyFeb 15, 2025
Ms. Adam, We sincerely apologize for the frustration and distress you experienced due to your scheduled physical therapy appointment not taking place as expected. We understand how important timely care is, especially following surgery, and we regret that we did not meet your expectations in this instance. Our team worked to provide alternative scheduling options to accommodate your needs, but we recognize that they did not align with what you were looking for. We truly regret any inconvenience this caused and understand how critical this appointment was to your recovery. Please know that we take your concerns seriously and will be reviewing this situation internally to ensure we improve our processes. If you would like to discuss this further, please don’t hesitate to reach out to our support team directly.
Raschel B.
if i could give zero i would this company is horrible they will charge your card even if you do not get service they need to be close down
Response from Luna Physical TherapyFeb 6, 2025
Ms. Baker, based on your review, we can guess that you are referencing a late cancellation fee. Our policy is repeatedly communicated to patients - over the phone when the first appointment is scheduled, as well as in every appointment reminder email and text. We charge late cancellation fees if a patient cancels an appointment in less than 24 hours of their appointment. Typically, if a patient has a good reason (sickness, hospital admission, etc), Luna waives this fee. Furthermore, if the patient reschedules that appointment, Luna generally waives the fee as well. We hope this sheds light on our policy. If it is something else or you have further questions, please contact our billing department at 877.390.6659, option 3 and they would be happy to go over any charges that you incurred that you believe were incorrect. Thank you.
Flavia C.
They suppose to send a physical therapist and never sent! Never got back to me and let me know that I should look for another provider as they didn’t have any available at my area. I wasted precious time.
Response from Luna Physical TherapyJan 30, 2025
Ms. Campero, We apologize for the delay in locating a therapist for you. Occasionally, based on your location, our therapists may be fully scheduled with other patients at the time and days that you would like to receive treatment. In those cases, we place patients on our waitlist and fortunately, patients are typically matched with a therapist who will accept an additional patient within 48 hours. We apologize that we have wasted your time; it was not our intent. We hope to have some good news for you today.
Betsy C.
Luna therapist is always late cancels at the last minute and seems to not have any job supervision. He does what he wants when he wants. Also scheduled a personal doc appointment when he knew I was to be seen. At the exact time! What kind of service is this??
Response from Luna Physical TherapyJan 2, 2025
Thank you Ms. Curry for your feedback. Your therapist misunderstood your scheduling needs and believed that you needed to cancel your appointments indefinitely due to the holidays and an impending move. If this was not accurate, we’d certainly love to reschedule you as soon as possible.
Chaz A.
This isn't a review of the physical therapist who worked with me (he was excellent), but rather a complaint about Luna's billing practices. Last July, I suffered lateral ankle fractures in both ankles. Once I was able, my doctor wrote a prescription for physical therapy. Shortly after, I received a call from Luna to schedule at-home visits. The representative I spoke with said they had confirmed with my insurance company that each visit would cost between $0 and $50. Based on that information, I agreed to proceed, and everything went smoothly until two weeks ago, when my credit card was charged over $400. Then, today, I received a bill for an additional $700. I strongly advise anyone considering this service to double- and triple-check both with Luna and their insurance provider about the actual costs before agreeing to schedule any appointments. It's hard to focus on healing when I'm overwhelmed by unexpected financial stress.
Response from Luna Physical TherapyNov 22, 2024
Chaz, we are thrilled to hear that you enjoyed your therapy but disappointed to read about your billing experience. Insurance can be tricky. Patient responsibilities (bills) are based on the terms of a patient’s health plan. Whether they are in network or out of network, health plans require that patients meet the responsibilities for their policy’s deductible and make their co-insurance and/or copayments. And you are correct, patients should check with their health plan to fully understand what their benefits are, to understand their deductibles, copays, and co-insurance responsibilities. Luna submits these claims right away to a patient’s health plan, but occasionally, it health plans take longer to process these claims than you’d expect. But as soon as a health plan processes the claim, Luna processes the patient responsibility (payment.) Without knowing who you are, I speculate that your insurance took a while to process your claims. When they returned the claim information, we likely processed multiple claims at once. If the charges for your sessions are causing you financial stress, please do call our billing department and they would be more than happy to work with you on a payment plan. 877.390.6659 (option 3.)
Anthony C.
Perhaps Luna is okay for minor injuries or surgical procedures however, they are totally unprepared and unequipped for major surgery physical therapy. I had a total knee replacement, and the therapist was not equipped with even the basic PT equipment such as step platforms, non-slip pads, folding chairs, foam rollers, etc. The therapy provided for joint replacement was both ineffective and rather dangerous without proper equipment. Case in point, the therapist used a resistance band that was sized wrong and with no padding and I still have an indentation near my ankle from the resistance band digging into my skin after two weeks. That is downright incompetence and malpractice. My response to Luna’s reply…. It wasn’t a multitude of sessions at all, and I stopped immediately with my surgeon’s permission after your therapist injured my ankle. Also, be careful with what you reveal about my sessions as you are venturing into a public HIPAA violation.
Response from Luna Physical TherapyOct 31, 2024
Patient safety and effective treatment are our top priorities. Many orthopedic surgeons refer their patients to Luna for the convenience of in-home therapy, which also allows our therapists to assess safety concerns in a patient’s home environment after a surgery. While our therapists are well-equipped to provide care in the home, in-home therapy may not be the best fit for everyone.
Joe W.
Never got around to finding my a physical therapist. Very disappointed. They said they would help me. By the way, i waited for 3 months. These people dont understand, when you need physical therapy, you need it now!
Response from Luna Physical TherapyOct 26, 2024
Mr. Webb, We would be honored to help you. Unfortunately, at this time, the therapists that serve your area are fully booked with their current patients. We anticipate that an opening will present itself soon, but we understand that it's not easy to wait sometimes. If you would like to continue to be on the waitlist, please call our team at 877.390.6659. Thank you.
