Okay, the phone experience was horrible!. I turned over a sick puppy about two years ago and was misled with information as it relates to the process of turning over an animal. As a result, the puppy was 'put to sleep' within 24 hours, I'm assuming immediately after the vet assessed him. Anyway, I now inquired about some information concerning another animal. So shaddy with the information and the process of turning over an animal! All I got over the phone was "it just depends".....ON WHAT??? I know you may be thinking why am I trying to turn in so many animals, well, the first animal was given to me by a neglegant owner who in my opinion knew the animal was ill. I only had him for 3 days before turning him over to the shelter because I couldn't care for him. And for the animal I have now, I was only trying to scare my kids into being a little more active in the care of our pet. So I called in front of the boys. Not really going to turn the animal over though. But still, the service SUCKS!!!!