WATERFORD, Mich. (WJBK) - Lacey Guyton clings to her 2-month-old daughter - thinking about what could have happened to Raina Saturday afternoon.

The infant was accidentally locked in a hot car, and 911 was unwilling to send police or fire.

"It was terrifying. It was like the worst day of my life," said Guyton. "I was so, like, shocked, [thinking] they aren't coming; I have to get her out of here. Nobody's coming to help me."

Immediately Lacey grabbed a chunk of asphalt and tried to break the window while her grandmother called 911.

911 call: "My granddaughter just put her baby in the car and the car door locked and we can't get in it," said grandmother Mary Riley.

911 dispatcher: "We don't unlock vehicles unfortunately." 

"We don't unlock cars unfortunately," said Chief Scott Underwood, Waterford police.

The dispatcher said she would transfer them to a tow company. But this wasn't any car - this was a car with a 2-month-old baby inside.

She says, 'Ma'am we can't unlock cars or break windows,'" said Riley. "And then you feel so helpless. All the help we think we were going to get - the only help we were going to get - we don't have it."

"She said we have to call a tow company," Guyton said. "I'm like, grandma, we don't have time to call a tow company. Like I don't know how many minutes I have, until she's passing out."

Unable to break the window, Guyton called 911 again and reached the same dispatcher.

911 call: "Can you send the fire department to come break my window open, I just need it open," Guyton said.

911 dispatcher: "I could send a wrecker service, they will charge you, but the fire department doesn't come out for that."

"I keep checking on her - she's screaming at this point - making herself even more hot," Guyton said. "And she again tells me we have to call a tow company, they don't come out for that - and then she transferred me to a tow company."

Finally, Guyton used a tool to break out the back window and rescue her baby.

"She was really sweaty, screaming, and just drenched in sweat," Guyton said. "She was probably in there like 10 minutes, so we immediately got her out, got her inside, cooled her down."

"It's the most helpless feeling to see your great grandbaby in there crying and drenched in sweat," Riley said. "We want this corrected. We don't want anybody to lose their baby because this wasn't taken care of for us."

The chief of Waterford police agrees. He apologized to the family and said this was definitely a mistake.

Mom locks baby in car, 911 refuses to send police https://t.co/dozXSsAv84

— FOX 2 Detroit (@FOX2News) August 22, 2018