I frequently get massages but it have been years since I have gotten one at Massage Envy. I was using a gift card that my son gave me. I called and asked to schedule an appointment for a 1 hour full body massage. When I arrived, (Which happed to be 10 minutes prior to my scheduled appointment time - only because I just happened to be in the area) I was asked to fill out forms. The online form ended up taking me nearly 15 minutes to complete - because I am a cancer survivor, the online form had me fill out additional information then wouldn't accept my answer and kept redirecting me. After 3 attempts, I finally asked the front desk clerk to help me because the form would not accept my answer. She waved it off because she couldn't figure it out either. At that point, it was 5 minutes past my appointment time. She asked if I wanted to use the bathroom before my massage - which I did and that took another 3 minutes I would guess. When I came back to the lobby, the employee assigned to give my massage greeted me and took me back to the room where she then proceeded to ask me the same questions the online form had just asked me (regarding the areas I would or would not want her to massage). I told her that I had just answered those questions on the form but she said she was still required to ask. After she had me undress and get under the blanket, I checked my watch and saw that it was more than 15 minutes past my scheduled appointment time. I assumed I would still receive the full one hour massage I had scheduled and was paying for however when the massage ended, the masseuse told me "she was so sorry there wasn't time to finish" but that they told her "she had to finish on time for her next appointment". The masseuse herself was very good at her job but it was very disappointing that she didn't get to finish the full body massage I paid for. (She didn't have time to get to my feet). When I went to the front counter to pay before leaving, I asked about the time and mentioned that I had scheduled a one hour massage and that was not what I got. The girls at the counter were very nice but told me that you only offer a 50 minute massage not 60 and that they were sorry but you "have to stay on time". I feel like I got ripped off.... I was not only on time, but 10 minutes early to my appointment - I was not told to get there early or that I would have to fill out forms OR that my one hour massage was actually a 50 minute massage OR that the clock would begin at the moment my scheduled appointment should have started whether we actually started the massage at that point or not. Very disappointed. The ladies were nice and the masseuse was good but the customer service policy was extremely poor in my opinion. I do not feel it was worth the money and do not intend to return nor would I recommend Massage Envy to friends.