Luna Physical Therapy レビュー 

I had a very poor billing experience with Luna Physical Therapy.

Before scheduling care, Luna confirmed to me in writing that I was “approved for 20 visits with a $15 copay per visit.” I relied on that statement when deciding to proceed with treatment.

After the visits, Luna billed me a much higher amount and later said my insurance was out of network and that the balance was my responsibility. When I disputed this and asked for supporting documentation, including the original benefits verification, EOB/remittance details, financial responsibility agreement, and card authorization, Luna did not properly resolve the issue. Instead, after several days without addressing my dispute, they charged my card.

When I followed up, Luna said the original $15 copay information was only an estimate and that final coverage is determined by insurance. However, the written message I received did not clearly present this as a rough estimate — it specifically said I was approved for 20 visits with a $15 copay per visit.

I understand that insurance processing can change, but patients should not be given a specific copay amount before care, charged a much higher amount afterward, and then told that the original statement was merely an estimate. At minimum, Luna should have clearly explained the risk before treatment and should not have charged my card while the billing dispute was unresolved.

I am requesting that Luna refund the amount charged above the quoted $15 copay per visit, provide the documentation they are relying on, and improve their benefits verification and billing communication so other patients are not put in the same position.

Note: they have a response saying email them, but they were supposed to escalate my case internally 4 days ago and they have done nothing.

The therapist was amazing, but the billing practices were completely unacceptable. They failed to obtain proper prior authorization and repeatedly told me my sessions were covered with only a $7 copay. I completed the 24 sessions recommended by my doctor, believing everything had been handled correctly.

Now, a year later, I am receiving unexpected bills, and they have been charging my card on file without clear communication or explanation. The most recent charge was $500. That is not okay.

Their lack of transparency, poor communication, and careless billing practices make them very difficult to trust. I would not recommend using this office unless you want to risk surprise charges long after your treatment is over.

Mom had her first visit vand I was not impressed. The therapist was 45 min. Late first visit. He had his head in his phone the whole time. My mom is hearing impaired and he was made aware but still kept talking in a low voice. He was more concerned with the damn script on the phone, left no info for exercises shown and told her to download an app. She's 88. Made a follow up for one more chance given and he said he'd try to be on time... Smh. Not impressed.

Very professional my physical trainer, knows his business treats me with respect and tries to teach me what to do to get better really highly recommended

This company is a racket! We have excellent insurance coverage through UHC, which is rarely out of network for any physician or facility. This is from their website:

"Commercial insurance:
Standard co-pay
We accept all major commercial insurance plans, including most PPOs and select HMOs."
They also list United Health Care as one of their in network providers.

We did our due diligence in making sure our insurance was accepted before scheduling this service and was told we would be charged no more than a $35 copay per visit. We consistently asked why we weren't being charged copays for each time, with no repsonse. A credit card is required up front. They didn't provide a bill until my husband cancelled services after being required by his surgeon to see a different therapist, at which point my husband's credit card was charged $420 for 3 sessions and were told our insurance is out of network. We called the insurance company who confirmed this and let us know that this is a common scam from companies like this. The insurance rep also told us each exercise billed was coded as the most expensive option rather than the more affordable ones.
I'm surprsided to see positive reviews because I can't imagine we're the only ones dealing with this fraud. We thought home therapy was the best choice but obviously regret that decision now. It's companies like this that are on the wrong side of healthcare.

The first therapist didn't tell me she was cancelling our sessions. No warning, no mention of it at the visit. Was informed by the company with no explanation. I rescheduled and waited a month for the first appointment. Spent hours and days preparing, then no message to say they cancelled. I called after waiting 40 minutes and it showed I cancelled, which I didn't, and they said no notice is sent if it shows that I cancelled. I assured them I didn't so was told the therapist just tapped the wrong button as to who cancelled. My mother is 93 so in home therapy is needed. I will now have to drive her to a therapy instead because Luna cannot be reliable or trusted.

My therapist was on time. She was a very conscientious, very showing wonderful empathy, and it was very supportive.

New exercises were a great new experience

Luna rep called to make an appointment for in-home physical therapy because I am on home health care due to severe infection. My out of pocket has been met for the year, but they insisted I needed to put a credit card on file. When I refused, they would not treat me.

Phone reps are deceptive in price quotes. I was charged far in excess what I was quoted. Avoid at all costs. Especially hate the fact that they ask for your credit card number before they even arrange a therapist appointment.

OUTSTANDING IN-HOME PHYSICAL THERAPY - MICHAEL IS EXCEPTIONAL

After total knee replacement surgery, finding the right physical therapist was incredibly important to me—and working with Michael at Luna Physical Therapy has been epic.

What stands out most is how well he understands his clients. I tend to push myself, and Michael picked up on that right away. He knows exactly when to progress exercises and by how much so I keep improving without becoming overwhelmed or overdoing it.

His approach is thoughtful and practical. The exercises are effective but simple enough that I can easily maintain the routine on my own between sessions, which has helped me stay consistent and see real progress.

Having in-home physical therapy through Luna has been priceless—no traffic, no waiting rooms, just focused one-on-one care in the comfort of my own home.

Michael is extremely knowledgeable, kind, and very intuitive about how to guide recovery. It’s clear he genuinely cares about his patients and their long-term success.

I highly recommend Luna, and if you’re lucky enough to be paired with Michael, you’ve hit the jackpot.

Be aware! Their communication lacks full transparancy around costs. If you are paying our of pocket and not billing insurance the cost is $125, but if you are still paying full cost and they are sharing this with your insurance, then it can be anywhere from $198 to $237, as it changes (based on if the PT educated you on an exericse or demonstrated an exercise). I found out the hard way when I was billed different amounts for three sessions. I am paying full price and my insurance is not covering any costs (I am not paying a copay, but paying toward my deductible) and since I was recommended to Luna by Kaiser, I gave them my policiy number. BIG MISTAKE. Instead of paying the $125 for out of pocket price, I am paying almost double that per session so that they can share this with my insurance company and it goes towards my high deductible. I wish there was more clarification on this, because I can't reverse it. Had I known, I would much rather have paid $125 per session rather than somewhere between $198-237 (or more) a session for 30-32 sessions to meet my deductible of $6500, when I could get a decent 20 sessions for $2,500 or 30 for $3750. You'd think when you don't have to pay for a building or staff to operate, it would be less cost. "The convieence of your own home" is pricey my friends. Disappointing. I want people to be aware of the trickery that I went through and to save your money if you aren't near meeting your deductible and insurance doesn't cover.

John is personable and enjoyable. Knows when I need a break.

Ken has been very easy to work with and I appreciate that Luna PTs come to you!

My PT is really excellent - and I’ve worked with a lot of PTs over the years. He’s prompt, has personality, pushes me hard because I want him to, and is very supportive. He and the company make scheduling easy.

This service is perfect. I was paired with an excellent caring PT and the rest is seamless. Very happy with the program.

Dr. Quentin is top-tier he is very patient and understanding he takes the time to explain every nuance of pain and discomfort that I’m experiencing in a way that helps allay my fears.

I had a total knee replacement, which was very uncomfortable for me. Every day was a new day for me to feel a different type of pain and I was lost and concerned. Dr. Quentin explained everything to me and offered his phone number in case I had any further questions even after the visit was over this made me feel even more comfortable knowing that I had someone that was just a phone call away.

His exercises helped me get stronger day by day each session. I could tell that I was stronger and further along in the healing than I would have anticipated getting to without his assistance. He pushes me enough so that I know that it’s something I can do even if I may not want to do it. But now I want to because I see myself getting better and better and that means I’m closer to a level of comfort where I can actually get out and experience life again.

I was grateful for the experience that I had with Celina Shelton, who was a physical therapist with a company called Luna at home Physical Therapy. I have never experienced quite the high quality of care that Celina gave to me and my husband and now my granddaughter. What makes Celina stand out most is the intense interest in ensuring that each of our physical problems was remedied by her attention to detail in working with us. She went above and beyond by bringing outside items that she felt would help us at our own cost. She was so dedicated to our recovery that I considered her to be a lifelong friend and confidant. Anyone that is lucky enough to get Celina to be their therapist is going to be truly blessed. Glenna Randolph

Luna decided to add $7.50 for meaningless, frivolous "concierge services" such as mileage for the therapist that the therapist does not receive among other "services" such as "weekend availability" but they never answer their phone. Luna pockets that money. If the patient refuses to pay, the cut him or her off regardless of whether they are Medicare. This is extortion.

I went without much needed PT for a week because I couldn’t get Luna to send anyone out. I appealed to them several times to no avail. If you can use someone else do. When a therapist did come he was great but I only had two appointments with him because he was leaving for another job. My recovery has been delayed due to the lack of therapy. Luna is useless in my opinion. Find someone else.