Luna Physical TherapyReviews of getluna.com

Response from Luna Physical TherapyOct 5, 2024

Mr. Kramer, We'd love to honor your request, but are unable to locate you in our system as a patient or as someone who has been referred by their physician.

Response from Luna Physical TherapySep 12, 2024

Mr. Olbrich, we apologize for the scheduling errors you encountered, especially when you had other things to focus on like your surgery. While your experience was atypical, we have escalated your case to our management team and the therapist that missed your appointment has been coached. We wish you the best with your recovery.

Response from Luna Physical TherapySep 12, 2024

We apologize Ms. Modeste. When you called in late July, our therapists were at capacity for patients, meaning they were fully booked with existing patients and couldn't take a new case. Your parents were on our waitlist, however, if after two weeks a therapist has not been matched, we ask patients if they'd like to continue to wait for a therapist to become available. Your parents did not respond to our request to continue waiting. We are sorry that we weren't able to serve them when you requested.

Response from Luna Physical TherapyAug 8, 2024

Dr. Blanck, We sincerely apologize for the repeated change to your wife's schedule. We've reviewed your file and see that our Concierge team made several mistakes in scheduling therapists who were currently experiencing a full case load or not accepting patients. We've provided feedback and training to the Concierge member that made this scheduling error and sincerely apologize. A manager attempted to schedule you but understandably, you declined. If you decide to give us another chance, we guarantee that your wife will be seen at the time she requests and that she'll be well cared for and delighted by our service. If that interests you, please contact me at [email protected] and your email will be responded to immediately. Again, we sincerely apologize for our mistakes.

Response from Luna Physical TherapyJun 10, 2024

Ms. Bialek, We sincerely apologize for your experience. We have reviewed your notes and will be coaching our team to perform better in the future. While this doesn't erase your experience, please know that if you decide that you'd prefer physical therapy delivered to you, we promise to exceed your expectations. Stephanie from our management team left you a message today. Should you reconsider, please call her directly. Take care.

Response from Luna Physical TherapyJun 3, 2024

Ms. Corrdin, We apologize if there was miscommunication involved with your scheduling. We reviewed your case notes, so that we could provide feedback to our Concierge team member and our therapist. We discovered that you had originally been scheduled for a certain day and then canceled that appointment. Your therapist was not available on the day that you had requested to reschedule your appointment. We attempted to call you to reschedule, but we were unable to reach you. We sincerely apologize for the inconvenience you experienced in scheduling your appointment. We’d be happy to remedy this for you and schedule your appointment, if we could speak to you directly on the phone. If this is something that you would like, please call us and we would be happy to get you scheduled.

Response from Luna Physical TherapyMay 24, 2024

Mr. Spinner. Thank you for being a long-time patient of Luna. We're so pleased to hear that you've enjoyed your therapist. We are disappointed to hear about your experience with getting your new insurance verified. We sincerely apologize that your messages in our App went unattended. Rest assured, our team will have the information you need today.