I sincerely apologize for your wifes experience with her oil change last Thursday. Even though the oil change special usually takes 45 minutes to 1 hour to complete, the hour and half is not typical practice here. Our first appointment before your wife was late and that put us behind schedule. This should of been communicated to your wife better when she showed up for her appointment. As for the hood not being fully closed, that is absolutely inexcusable. I've talked with the mechanic about this and I assure you this will not happen again.
I appreciate your loyalty and giving us a second chance. Customer service is our main priority and we strive for 100% satisfaction. It really upsets me that this happened and please tell your wife I'm truly sorry and we will be more than happy to pay for her next oil change, if she would be willing to give us another shot.