Luna Physical TherapyReviews of getluna.com

I have a spinal cord injury and CRPS I am in desperate need of manual therapy. I tried to schedule, but they don’t do manual therapy. They clearly discriminate against people with spinal cord injuries and CRPS as they won’t schedule patients with this condition needing manual therapy.

If I could give this company a -10 rating I would. When I called and spoke to someone they told me my area they serviced. I was told to call and confirm about a week before service was to take place. When I called there was no record of my appointment. I spoke with 4 different people and guess what my surgery was Sept. 29th and my appointment for October 3rd is still showing waiting on confirmation. These people did nothing but mislead and lie to me. Not a business I want to deal with.

Hello, I have just called your customer service line I spoke with a customer service agent she was telling me to let her speak twice I got into an agrument with her which I said two bad words and hung up because I felt it was of no help. I called again and explained to a new agent I had a meeting and have been having covid symptoms I work from home, so he was nice enough to waive a $90 rescheduling fee. I wasn't able to even finish talking to the prior agent. I had a manger Danny call me back saying he decided not to waive the $90 fee because of my interaction with the first agent. I told him I felt he was calling me a liar and putting into question my health reasonings which I did not appreciate. I really needed this therapy I cannot believe a manager would call and take this personal when this is a business transaction. Covid symptoms would be a valid reason not to charge someone. I do not want to expose anyone because regardless that is wrong for me to do. Please help me find a resolution. I don't want to go back and forth and as I told danny from the first call I should have reacted better, I am just shocked on the way he was treated me being very condescending.

I signed up with Luna through their app, at which time they collected my insurance information etc. The app clearly said that they were in network with Aetna, so I booked a first appointment in app. I then received an email saying that I had to call to confirm my insurance and actually set up an appointment. Okay...... I already input my insurance information and I thought that I made an appointment, but I called in. They then told me that my insurance was not in network with them and that what I had put in was an appointment request and they did not know if they would have someone available. This was a big waste of several days of my time when I could have been starting PT already. Don't gather my information via an app and then make me call you on the phone so that you can tell me that your business is a fraud.

While the concept is good, the follow-through is unremarkable. I contacted Luna prior to my surgery to set up post-op therapy. After several attempts of filling out form online and making an appt., I had to call them because their emails were vague. They apparently needed time to verify insurance. I get that. They were to call WhEN they found a therapist. It’s not mentioned up front that you can only use Luna IF they can locate a therapist!! Turns out, They only have 2 and neither are accepting new patients! Only 2 near the city of Atlanta. Come on now. Had I known there was a great possibility that no PT’s might be my result, I never would have bothered going through their process. Not worth the effort.

I called regarding physical therapy for an ankle fracture. I was told all local therapists were booked/unavailable for two weeks due to holidays, etc. Considering the time of year, December, I was not surprised. I made an appointment for the earliest slot available, about 1 1/2 week out. It was not ideal but found it acceptable under the circumstance and was content to have something scheduled. A few days later, I received a call from Luna. Apparently, the therapist/representative made a mistake, and I am told the therapist is no longer accepting new patients. Again, they say about two weeks out before anyone else is available unless I am open to a mid-day appointment the following week. My initial appointment was after hours. I agree to it and arrange to be off from work for the time. The day of my appointment, the therapist no shows. There is no call/email/text from the therapist or Luna. I call Luna and they have no idea why the therapist did not show up. They kindly let me know I will not be charged - as if they are doing me a favor. I explained that I lost work time and need to be reimbursed /receive a complimentary session. They tell me it is against their policy but can offer me cancellation fee waiver if I ever need to cancel. This does nothing to replace my lost income. The manager representative, informs me patients are valued by the company, but they cannot compensation for no shows on the part of their therapist. The manger offers to place me on a high priority list. Considering the history, I have no guarantee the next appointment with be problem free. Luna will charge patients $90 if we cancel with less than 24 hours’ notice. Their patient policies are one sided and their actions don’t’ support their words of patients being valued by the company. I am sure therapist no shows are infrequent but when they do occur Luna should show the same respect for their patient’s times that they request for their therapist's time. Until Luna takes responsibility for their in-house staff/contractors, any mention of valuing patients is talk.