I guess I don't live on the right side of town. I ...

I guess I don't live on the right side of town. I left a message they did call me back right away. I was told there is a $100 surrender fee because I didn't live in the area. I don't know if this is a standard fee since this is the first shelter that I called. I called them because their star rating was high. She asked if I called someone in my area i said no should i? She told me i should and would give me the number. In the middle of me telling her why I chose their shelter she just transferred me to another number that went straight to voicemail. Horrible customer service.