ComplaintsforLuna Physical Therapy

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January 2024, I scheduled an initial appointment for physical therapy at home through ****. Unfortunately, I was taken ill and the weather was bad, and I needed to cancel with less than 24 hours notice, having been told by a manager on the phone directly when I set up the appointment that I would NOT incur any fee if I needed to cancel (was told this was also documented in the notes within my file).On April 29, 2024, I received a late payment notice statement in the mail indicating that I owed the business $90 for this cancelled appointment. I called and spoke with ***********************, Revenue Cycle Manager, who confirmed that I did NOT owe the business any money. Instead, she said this was an issue of a system glitch that they were working to fix. I insisted she provide this info in writing and received an email from **************** on April 29, 2024, confirming that I do NOT owe any money.On July 29, 2024, I received yet another identical statement again indicating that I still owe and am late in paying $90 for the cancelled appointment in January. At that time, I again reached out to **************** directly by both phone and email to let her know of this repeat matter, which is bordering on harassment at this point, and advising her to resolve this situation once and for all so that I do not receive any more of these types of communications from **** or any affiliated representative (and my excellent credit rating does not suffer from this misinformation!). To date, I have not received the requested reply/confirmation of resolution from **************** or any other company representative.*********************** Revenue Cycle Manager ************ www.getluna.com *******************************

  Business response

  08/22/2024

  We apologize ********************. It was an error on our end. We changed our billing systems in the spring. The change over was a massive endeavor and, as a result, a few items slipped through the cracks. As for ******************** lack of response, I apologize. Her manager has been made aware of this complaint and provide her feedback immediately about her communication style. As of July 30th, your balance was adjusted off and we have marked your claim as unbillable. You will not receive any more bills. 

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received services from a physical therapist through **** more than one year ago, five visits, from November 17, 2022 to December 19, 2022. Afterwards, I never saw an Explanation of Benefits (EOB) from my insurance. I also never received a bill from **** so I contacted **** Billing via email twice on March 3, 2023 and June 19, 2023. They indicated they were in process or had already submitted it to my insurance. After that last email on June 19, 2023, I never heard from them again until... on June 19, 2024, ONE YEAR after my last contact with ****. The email very vaguely stated I had an outstanding balance over $250. They did not attach a bill or invoice or anything. I have no idea how much the amount is. They indicated I had to call and pay or they would submit it to their collections agency. I also logged into the app, which I have not used for more than one year, and there is no invoice there as well, although there is an Invoice section. I assumed they had my mailing address wrong so that's why I never received a bill; but I just checked, and no, my mailing address and all other contact details are correct on the app and submitted forms to them back in November 2022. I have not seen anything from my insurance so I assume **** Billing was incompetent and was not able to successfully file claims with them. Also, it is not my insurance's delay because I also saw other out-of-network providers during this time (November 2022 through January 2023), and my insurance had no issues processing those claims and paying those claims. But, again, I have no idea what is going on with **** because I have not been given a bill, ever. AVOID THIS BUSINESS.

  Business response

  06/28/2024

  **************, We sincerely apologize for your experience with your claims. As it turns out, we had a technical error last week and a very small group of customers, yourself included, received an email stating that they had an Outstanding Balance Due. It was incorrect. Please disregard this email. Furthermore, we dont send bills when there is $0 of patient responsibility. Thank you. 
  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The **** app not showing the appointments I have or anything physically therapy person wants me to do dose this on iPad and android cell phone need fixing so don't keep happning I talking to ****** on app thay show appointments on there side I just dont

  Business response

  01/02/2024

  ********************, our Concierge manager will be calling you on Tuesday (after the holiday weekend) to personally walk you through the process of using the app. Most likely, there is a setup issue that can quickly be resolved. If you have any further issues after your call on Tuesday, please feel free to contact **** directly at ************. We would be happy to address and issues you have very quickly. 

  
  

  Regards,

  ****

  Customer response

  01/02/2024

  I am rejecting this response because: ok i use the reader app my son set up right like tell on website and smartwatch i use the reader does this dexcom made my son set ** the info in it since I can't  see it he tech-savvy and going into cybersecurity so know his knowledge
  

  Business response

  01/05/2024

  ********************, We are sorry that you are having problems logging in to the **** app. We called you on January 2nd but you advised us that you had company over at the time and could not speak on the phone at the time. We arranged to call you back the next day at 11:30am your time, but you did not answer the phone. At that time, we left a message for you, asking for you to call us when it was convenient for you, so that we may assist you in logging into the app. Please call us when you are free to have us assist you. We are certain it's a simple fix. Thank you. 

  Customer response

  01/08/2024

  **** called me took a while but did get a hold of me
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called **** to make an appointment for Physical Therapy. The company stated they needed my full name, address, phone number, date of birth, health insurance card and primary doctor's name. I provided all the information. Then they asked for my debit card or credit card information. I said first I want to make an appointment. They told me they did not have any available appointments during the time I requested and told me I needed me to contact another company to make the appointment and asked for my debit card. I said I wasn't going to give them my financial data. I called again and this time I said I needed an appointment at any time any day. This time **** said they did not have any immediate appointment dates available and again told me to call another company to secure an appointment. I hung up again and called again and told them I was not looking for an "immediate" appointment, I could make a very long term appointment date but again they referred me to another company to locate an available therapist. This is surely a scam. Now they have all my private data and I want it to be deleted from their data base.

  Business response

  11/25/2023

  Hello **************,
  
  
  We apologize for any confusion. You are correct; Lunas process is to collect your name, address, phone, DOB and insurance information. This allows us to verify your benefits and get you setup in our system for an appointment. Your credit card is used for co-payments. This information is commonly collected when making most types of medical appointments. Once this information is gathered, our Concierge team can determine if a therapist is available to treat your specific condition. From what you described here. it sounds like a therapist was not immediately available. Our Concierge team traditionally asks a patient for permission to be placed on a waitlist. At ****, a waitlist is very brief. Once a patient grants permission, a message is sent to therapists in the patients geographical area, with the patients needs for treatment and time parameters. On average, the waitlist lasts about 48 hours. Because patients have granted permission to be scheduled within their specified time windows, an appointment will be automatically scheduled when the therapist accepts the match. Hence, adding your credit card at the time of your first call in eliminates the need to call back with this information, especially when the window of time can be so brief between a therapist match and the first appointment. Its a smoother more efficient process. Rest assured, your credit card information is encrypted and not visible to anyone in our system. The numbers are blocked out. After the holiday weekend, a manager from **** will be calling you to describe the process in person, in order to provide full clarity to you directly. We apologize if this process seemed confusing or frustrating to you. We are extremely confident that, should you decide to move forward with Lunas therapy services, you will be delighted with your care. We hope that we can be of service and help you achieve your goals. 

  Sincerely,

  ****

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 18, 2023, I called and made an appointment for the same day. I was told an appointment was available for 5:30 p.m. that day. I confirmed that I would be available. The agent I spoke with iterated their cancellation policy, reminding me of fees due if cancelling less than 24 hours. I agreed to the appointment.An email was then sent from ****** email system, time/date stamped on January 18, telling me of my appointment and with, again, notice of cancellation fees. I cleared my schedule and went through a great deal of trouble to be ready for the therapist. Therapist did not show. After waiting 15 minutes, until 5:45, I called **** to find out why my therapist did not show. According to a **** representative, it was due to a scheduling error on ****** part, I then felt it only fair, since they constantly remind patients of cancellation fees without notice, that they should pay that fee to me. I requested their fee of $90, according to their own fee schedule for making me clear my schedule and wait for someone who would never arrive. Their response was that they were sorry, but that they "weren't able" to give me a cancellation fee. This effectively means that they are adamant that any customer who cancels less than 24 hours before a visit is charged $90 automatically, yet, **** believes that if THEY promise a scheduled visit and don't even provide a cancellation at all to the customer, that they are not on the hook for anything other than an apology. I do not see this as fair. I request the $90 fee that they charge clients who don't give them notice, or I request that their company policy be changed so that clients only need to apologize if they miss their appointment without cancelling.For the record, I have never cancelled any appointment with **** less with than 24 hours notice. The only appointment that was missed was due to their fault as they admitted and I have the emails to prove it.*****

  Customer response

  02/13/2023

  I am rejecting this response because:
  

  The response does not address the issue. The practitioner did not cancel as their response states. They need to read the complaint. ****, the company, made a scheduling error (by scheduling me for the day before the day I called). It had nothing to do whatsoever with the practitioner. The practitioner had no knowledge of the events. I went through significant hardship due to this.

  Presumably, a $90 fee is assessed for some reason when a client "cancels less than 24 hours before the appointment".

  1. A Client could cancel and cause no hardship at all to the practitioner, i.e., at 23 hours before, which causes no hardship to anyone

  2. The only time a client canceling less than 24 hours causes a hardship is when client does not cancel at all and the practitioner spends undue efforts to come to the client.

  In my case, the company scheduled me wrongly. I received no notice of cancellation at all. I had just undergone surgery. My husband and I both had to completely clear our schedules due to the fact we were told someone was coming that night. My husband had to leave work early to get me ready. Because I had had surgery and cannot use my arm, he had to go through great efforts to  remove my clothes, bathe me (so that I don't stink for ****** practitioner), and reclothe me. It was extremely difficult. Try taking on and off shirts and bras with your left arm in place by your side and you cannot move it.

  My husband had to work late to make up for the time he took to get me ready. Then, I sat at the stairs near the front door so I could get it when the practitioner showed. I was ready at the appointed hour and sat there in one place for 15 minutes before deciding to call/check.

  So basically **** is saying that,

  1. They have a $90 fee to the client, even if it causes them no harm

  2. Even if they cause you harm, they don't care and will pay you nothing for your time due to their mistake.

   

  For the record, my practitioner recently canceled on me in less than 24 hours but I did not mind as she was sick. This complaint has NOTHING to do with that incident. Nothing.
  

   

  For ****, what is good for the goose is not good for the gander. I deserve to be compensated for a mistake they made.
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 *********************** 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 ***** from the first call I should have reacted better, I am just shocked on the way he was treated me being very condescending. The amount is $90 this happened on 7/28/21 their telephone number is ***********. They are in various states and locations. website is getluna.com

  Customer response

  07/28/2022

  This is the only information on their site

  i can find.

  Business response

  08/31/2022

  Thank you for the opportunity to respond. We appreciate the BBBs policy to review all sides of a story. **** takes all feedback very seriously. We have an extensive process that allows our patients to contribute any and all feedback, either directly to **** or with the larger community. Internally, we have a team dedicated to ensure Lunas patients have a delightful experience from start to finish. 
   
  
  In terms of the complaint you received about our company, Lunas response must be quite limited as a result of HIPAA. It is a federal law that healthcare providers may NOT share any information about a patient, in any step of their care with a provider. Because **** holds this law in the highest esteem, we must tread carefully as we cannot provide any details concerning a patients care plan unless they give their permission. Even details of whether they had an appointment are protected information. We can address what the patient stated in their claim to the BBB as well as our policies. Supporting documentation, per your request, cannot be included. 
  
  As the patient mentioned, the patient called in to cancel an appointment because they had a work conflict. When the Concierge team member reminded the patient of Lunas cancelation policy, the patient became unexpectedly and extremely abusive to the **** Concierge team member. The words and phrases are unspeakable but internally documented. 
   
  
  For some back ground, **** has a cancelation policy that is well-communicated to every patient at multiple times leading up to an appointment. The policy states that a patient may cancel an appointment up until 24 hours without a fee. If an appointment is canceled within 24 hours of an appointment, a $90 cancelation fee will be assessed. This is quite common in the healthcare industry, as well as with many service providers outside of healthcare. Furthermore, if a patient cancels within that 24 hour period, **** still pays the therapist for the visit. 
   
  
  In this particular situation and as the patient stated, they wanted to cancel their appointment within that 24 hour window due to a work conflict. When **** reminded the patient of the 24 hour cancelation policy, the patient swore horrific epithets at a member of our Concierge team. It was traumatic for that team member to be on the receiving end of the patient's words. The patient proceeded to call back within 30 minutes, in an attempt to cancel with another Concierge team member that answered the phone. This time, the patient claimed they had Covid symptoms and needed to cancel. It is Lunas policy to allow patients to reschedule appointments free of charge if ***** is suspected. **** maintains internal documentation of all calls with patients. Based on the previous interaction with the patient, we believe we correctly assumed that the patient was abusing a loop hole in the cancelation policy for their benefit and attempting to fraudulently absolve their financial responsibility for their late cancelation. A manager professionally communicated this with the patient, attempting to handle the situation with ****** kindness, and respect. 
   
  
  **** treats each and every one of our patients and therapists with respect, including being honest and taking responsibility for our actions. We value their time, their care, and their wellbeing. Our policies are transparent and well-communicated. 
  
  Thank you for your time,

  Customer response

  09/01/2022

  I am rejecting this response because: I have proof that I took a COVID test, **** is exaggerating this story I did curse I call back and Apologize  because due to my pain I was aggravated with the insensitivity I felt I was receiving. The agent is not traumatized over words that I myself called back and apologized for. This is customer care and at times people are mad at the situations and not the agent themselves. I feel that **** has taken this too another level. I have apologized but I do not like to like I am being targeted or that a company cant accept an apology and move on. I dont like being called a Lier without the word lier when I have proof of a COVID test. I also dont want to go back and forth with ****. What is done is done but please stop the exaggeration and lets accept where we went wrong because my issue is with the manager I spoke with not the agent and that manager was extremely unprofessional even after I admitted my fault. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩