I guess rental car agencies do not understand how ...

I guess rental car agencies do not understand how hospice care and emergency situations work. I am currently on emergency leave to visit my father in law. We flew in from Alaska to Texas, but our flight arrangement couldn't get us to Killeen for a whole extra day. But we could get to Dallas and drive there before an airline could get us here. I tried explaining the situation the best that I could when reserved the car. That my father in law is being released into hospice care and we do not know how it will go once he's released.That I didn't know how long I was going to be needing the car and I didn't have tickets leaving Texas yet. So we are now booking our flights out and we are flying directly from Killeen. So we've been on the phone with the company for 2 hours now. We've gotten the run around and have been told multiple different things. Then come to find out the office I thought was the Dallas office was some office in Ohio or something. The reservation was made by SATO travel, a government agency that specializes in organizing complicated travel. Long story short, all of this has added extra stress to my already stressed wife. Dollar sucks!!