Luna Physical TherapyReviews of getluna.com

Like: ability of therapist to relate well with and motivate the client with good results. 5 STARTS FOR THERAPIST Didn't like: difficulty reaching a person at Luna to update insurance information if needed. After an hour of waiting, being hung up on, and rudeness, I am preferring to hire the PT on my own. ZERO STARS FOR SERVICE!

My therapist was very friendly and thoroughly explained my different exercises with me and did give me a nice couple drawings of what I was supposed to do at home But I don’t feel that this is helping my balance at all I would like to hopefully do some different exercises and I know if it’s only been three visits I did order my compression socks and always trying to put lotion on my legs

Update: The Provider reached out to me directly within a day and explained a glitch in their system had caused all of this and they adjusted all balances. Copy sent to the BBB: [This company is highly fraudulent in their Billing Department. I have had many arguments with them so they would bill the correct amounts that were agreed IN WRITING. For the last sessions which they forgot to bill me, once I was the one to ask them about it because I do not like having unpaid services in my records, they did not send me a bill until 4 months later when I actually requested for my medical records. Then they charged my card an outrageous random amount which I disputed with my credit card company with proof of documentations they reimbursed me. Then 4 months later they sent me another ridiculous incorrect bill at the end of the year and they started harassing me causing me a lot of emotional stress about it and finding all sorts of excuses that did not exist (such as "deductible" as that had already been met) or trying to use an explanation of benefits instead of what had been agreed AND PREVIOUSLY BILLED AND PAID FOR ALL THE PREVIOUS SESSIONS. The attachments include what they had agreed IN WRITING and what I had paid previously for 6 months, so why would 4 sessions all the suddenly be billed over twice that amount just because they feel like it? Attached was their own words and which they used for billing and that I paid for 6 months. I have also attached what the Insurance paid me for those last sessions, so they should only add the 20% on top of that as mentioned above. I want to pay my Bill, but for the right amount and at the same AGREED rate as before!!!.]

I am scheduled for a knee replacement and my surgeon wanted me to use Luna. They have PT appointments at 5 or 7PM. And worse, the surgery on a Monday and there aren’t any openings until We’d, Thurs or Fri. I thought PT was supposed to start sooner than that! I think I’ll forego Luna and have my wife drive me one mile to a local Physical Therapy.

I am having knee replacement surgery this week and am supposed to start PT 24-48 hours after surgery. My surgeon referred me to Luna but I can't get anything with them for the foreseeable future. First they put me on a wait-list but because no one took my case, they dropped me from the list. My surgeon's office contacted them and after getting dropped from a call, they begrudgingly set me up with someone two days after my procedure. Then I got a call today saying that because I was outside the therapist's area of work, my appointment was cancelled. I was finally able to get connected with someone but it still feels somewhat awkward. The fact that I have a bunch of bands and equipment from previous surgeries so I was ready but I felt like the therapist may not have been fully prepared for my session (it only lasted a little over 30 minutes).

I’m waiting for my first appointment but the process of scheduling was frustrating. The intake person schedules a therapist in your area but can’t tell you if that therapist is qualified to meet your specific needs. I was also frustrated that two of the physical therapists that come up on their site who got my attention based on their profiles, were not in their system when I called to make appt and she didn’t know why. If therapists are no longer available they should be deleted off the Luna site (Dr Paul Nguyen and Dr Elaine Huddon in Dallas area.) That’s false advertising. Waiting for call back on if the therapist who is scheduled, who I didn’t see on the Luna site, is appropriate for my condition, as I really wanted Dr Nguyen but I was told he wasn’t an option because she couldn’t locate him in the system. They can’t even tell you who your therapist will be until they get your credit card information which is also sketchy. Because some of the reviews on Trustpilot are positive, I’ll see what happens and follow up to provide more details on my experience. The person who took my call seemed very incompetent…

I really liked having the therapist come to my home instead of travelling to them. Unfortunately the therapist assigned wasn't well versed in what I needed so ultimately it didn't help much. Be aware that their billing practices are a bit strange. I wasn't billed per session as we went, i received a massive single bill at the end which caught me off guard. They did automatically bill my card on file or offer to bill it, instead send me regular paper bills with no online means to remit my payment. They have some work to do with setting billing expectations and making it easy to collect payments.