I think it might just be th location that you rented at, I would check with their manager to see what they can do to help you. I know that probably is not what you want to do with a child in the hospital but it will get results. Not trying to be rude but the only way that customer service anywhere will get better is if people express their complaints to someone that can actually do something about it. Just my .02, hope things get better with your kid.