"(removed member name), we always love feedback. However we must question the value of such a review from what is now a full year ago. We have evolved so far in the last 300 plus days with improvements in about every say possible. Your experience matters and I'm disappointed we didn't satisfy you. You came on a day where we did 64 massages in one day. To put in perspective Valentines Day is our single busiest time of the year. We double in business and we did more for Valentines than any spa in the Midwest has ever reported. I share that because your experience isn't typical and isn't reflective of a normal massage experience. For this reason and particularly because the review is now outdated I'd kindly request it be removed and we can find a solution to make you feel whole directly.Reach me direct on my cell at 317-448-3228"

"Thank you greatly for the feedback. Our interns continue to gain experience with great people like your. However keep in mind you can always choose to book an experienced therapist directly via our online booking system at www.massageindy.com. Thank you both for coming in and the feedback."

"Considering the remodeling that was going on I feel this review is far too kind. Thank you [removed member name] and we appreciate the feedback very much."

"Thank you [removed member name]. We are so happy you chose us. We hope to see you both again."

"Thank you kindly for sharing your opinion. We encourage you to view our new pricing on our website when you get the opportunity. www.MassageIndy.com"

"[member name removed] as we tried to explain you didn't get the deal you bought because you chose instead to bring your husband with you and do a couples massage instead of the original deal. The deal is two hours for one person. We adapted to you by splitting the 2 hours and letting you both get massaged at the same time. We do not offer combined hit stones, Swedish and aromatherapy in one hour sessions. We got you both in for hour massages as was agreed. Perhaps it's not fair to change the deal by your choice then give bad review for not getting the deal you chose. But it is your right and we hope there is better clarity the next time. Thanks for giving us a shot."

"as someone who has been to our spa so many times, a positive review from you has an even deeper value as it has greater potential to accurately reflect our operations. We thank you very much for taking the time to share."

"[removed member name] we take reviews very serious and even negative ones we value to learn from. Unfortunately ones that do not allow any actual growth are the ones we regret the most. Sadly this one simply stings for reasons beyond the spa control.  Let me explain. We do what others DO NOT do and that's give a true and yes vulnerable degree of transparency. We let you see who is working and book them directly and we maximize this by letting each therapist control their own "openness" via their cell phone or computers. This allows for the most accurate schedule anywhere. But there is a consequence that can occur such as this if a therapist makes a mistake which the spa has zero control over.  You booked Jan 15 at 828 am. A half hour before we open. Instantly an email arrives telling me you got booked and I immediately call the therapist to confirm to get the reply that she mistakenly left her schedule open and wasnt coming in.  By 9am you were told of this. So you had an appointment for all of 30 minutes before we fixed the error. You could have seen any of 7 other equal qualified therapists that day but at that exact hour only an intern was available. And yes I properly made clear to you the skill level difference to respect you and not "bait and switch" you.  On Jan 15 you picked a therapist online at 1030am and during the 11oclock hour you were told sadly Chrstina needed to go home Ill. In two years she has had to leave early perhaps twice. It's unfortunate but it happens.  So yes both days it was "on the day of appointment" we cancelled because you had just booked within the hour. That is very different than how you presented implying you booked ahead and we waited until day of to cancel. That being said you have all the right to be perturbed as you have fell into the 1% of "stuff happens" associated with our industry leading method of online bookings. But we do literally thousands of these and honestly [removed member name] I can remember vividly each time something like this happened. It's not only that rare but it's that personal to me. And that leads to another point you made. The therapist was indeed taken off the schedule until such time as we can schedule a meeting with her to emphasize further the importance of properly managing her schedule because of issues just like this. If further training is needed it will happen and soon she will return. The only way to 100% avoid this issue is for us to deny any short notice appointments like yours. But [removed member name] we have countless people each week book within even 30 minutes and rush on in. Sometimes people are sitting in the parking lot and book and walk in. So leave this negative review if you still feel it's warranted. But we ask you to take it down as it doesn't fully reflect our operations 99% of the time. And if anyone reads this it's virtually impossible for them to experience this which makes it more of a punitive message than a fair guidance for them.  And [removed member name], surely lightning can't strike the same place 3 times right? Give us another try :)"

"[member name removed], I thank you for the feedback. The key point I want to emphasize is that our massages are posted both on our site and in our printed info as 50 minutes of hands on time which is standard for high volume spa's. The dressing and undressing period makes it an hour time period. Thus its natural for someplace like Groupon or Angies List to sell it as an "hour massage". On the day you came in for instance, we did 43 massages. And they were all fit in tightly in order to satisfy the demand. If we gave 60 minutes hands on massages with additional time for dress and undress, we would have had to turn down 10 of those massages (perhaps yours) as they would not have fit into the schedule. I hope that helps understand why 50 minutes is usually an ideal timeframe for all parties to be satisfied. Unfortunately you were not satisfied and yes at the time back in November we were new here at this location and that busy of a day was a learning experience for us. We apologize to you for your experience. I would like to invite you back at half price (less than my cost) for another couples massage so you can experience a traditional experience at Massage iNDY. We have completed over 1000 couples massages. We highly recommend reviewing each therapists experience and reviews on our website. One of your therapists were brand new here and had not garnered any ratings. Where as others have 30 plus ratings. Hopefully we can pick a great match for your style of massage next time. We value you and look forward to a another opportunity."

"[member name removed], your review while not the "A" that everyone else has given is just as important to us. I see you bought the deal on May 31. We have in our system you used a prepaid deal on June 2, 2012. Which means no fee should have been collected. With you having already paid for your massage, I am very confused why you would pay again (even if the staff wrongly asked you to). If you would please send me proof that you did get charged again when you arrived I would fix this immediately. I have verified that we didnt accept a credit card payment at the time of your appointment on June 2, 2012 at 10am - 11am. So it would have had to be cash if you paid, but again our records show you used a prepaid method, hence the Angies List offer. Please reach me personally at [email protected] and let me make things right, either with refund, additional appointment or further clarifications. We "had" an "A" rating on here for a reason. We do good work, treat people fair and demand excellence. We obviously didnt achieve that with you and we are now accountable. But I believe accountability includes making things at balance and in place for a healthy move forward. This will happen when you contact me I assure you. Should you choose to not contact me, let me also explain that our hour swedish is $75 and thus two would be $150. We discount them on Angies List to $105 and we earn $95. We also discount our prices from $150 to $120 now ($110) back then. But the value of $150 remains. Im sorry you felt undervalued in this instance, and I hope you check out the continued progress we have made in 2013."

"Thank you for taking the time to share your experience. We will continue to increase our emphasis on punctuality and am most excited that you had an overall "A" experience!"

"you are great customers and we are honored to have you repeat with us. To take the time to share your opinion on a site such as Angie's List is going above and beyond. We are humbled and thankful by your report on us."