Customer ReviewsforLuna Physical Therapy

On their website, they say that they are in network with *****, but when I called to schedule a visit, they said that they were out of network with them and that I'd have to pay the full price until I met my deductible. The agent also worded it in a way where it sounded like they were in network and I'd only have to pay $30 per visit, but when I asked again (because I thought his wording was a bit off), he confirmed they were not in network, and that the $30 would be AFTER I met my deductible. I believe they are actively trying to mislead people into thinking their insurance is going to cover their services, when in reality they're going to pay full price until they meet their deductible, which will probably take a long time.

We apologize if our wording may have caused confusion. Insurance is complicated and can be challenging to understand. Without knowing your name in order to review your specific insurance or your location, based on what you wrote here, it sounds like you have a deductible. Most people that have an insurance policy have a deductible that needs to be met before a person can begin to enjoy their benefits such as co-pays for treatment. Deductibles vary, can range from $1000 to $10,000 and can be separate for in network and out of network providers. Based on what you wrote, it sounds like after you met your deductible, your co-pay would be $30. Many insurance policies have in and out of network deductibles and specific co-pays after those deductibles are met. Depending on your location, **** may be in or out of network with your carrier. Or, perhaps the therapist that was available at the time you wanted for your condition was not credentialed with *****. If you would like to email us your name to ***************** a manager would be happy to review your experience and provide greater insight to your specific policy and what it covers. Additionally, we suggest that you contact your carrier. We provide benefits verification as a courtesy to our patients, but ultimately, your coverage is a relationship that exists between you and Cigna and they would be able to provide you with the precise coverage that you have for a visit. 

This physical therapy company provides reduced services. Things for many months were originally great with **** -- they accepted my ***************************** they filed the required pre-authorizations, and the therapist was exactly the kind of person we asked for and was wonderful/amazing. However, suddenly, they reduced services from 1 hour appointments to 45 minutes, and refused to get pre-authorization. They never offered a reduced co-pay. They never notified us. The therapist had to tell us. I called them and their reasoning was that my insurance company was not ****************** funded (it is) and that it was a private insurance, and that private insurance appointments are 45 min. I called my ************************************ and they said that pre-authorization is absolute and that the amount of time an appointment is, isn't determined by the kind of insurance, but rather what the referring provider/doctor says. When I called them back to get them to rectify, they said it had already gone up to a supervisor-level and the answer was the same -- I would now only get 45 minutes due to allegedly having private insurance. So, I will also be filing a complaint with ******** for a reduction of services and unwillingness to comply with required insurance pre-authorizations. Don't be snowed by that AARP connection. You will be getting reduced services! BTW, EOBs from the insurance company state they did not get required pre-authorization once they changed my insurance company on their system from ******** to private.