Pooch Palace

My dog, Red, really loved going to Pooch Palace and always came back tired and happy. I travel a lot with Red but Charleston is my home and I brought Red here at least weekly when I was in town. In my travels I haven't really found another facility that provides what Pooch Palace does, which is why what happened to Red and the way Pooch Palace and, in particular, it's owner, Jeff Sutton, handled the following situation is incredibly disappointing. Right before Thanksgiving I got a call around 3:30pm from Katie at Pooch Palace to let me know they were taking Red to the emergency vet because his leg was sliced open by something at their facility. She was incredibly apologetic and said they didn't know how it happened. She stated there wasn't a fight and they were going to go through all the video footage to find out what injured my dog. She also told me that I wouldn't have to worry about anything and that Pooch Palace would cover the cost of Red's medical treatment. I met Red and one of the employees from Pooch Palace at the vet. Again, she was incredibly apologetic and I asked her about Pooch Palace covering payment and she told me that they were going to cover it and her manager told her to call the office before she left so she could give the vet the Pooch Palace credit card information. This information was never provided to the vet. Red was at the vet for the next 8 hours before I could take him home. Fast forward a month and the week before Christmas I received a call from Jeff Sutton, the owner of Pooch Palace, and he told me he will not cover the $950 bill and that his employees never told me Pooch Palace would cover the bill. He said maybe they said Pooch Palace would work with me to cover the cost. That is not what they said. He said Pooch Palace would cover $200 because that's what's in their contract. I'm not going to dispute the contract. But, I was given verbal confirmation and agreement by two different representatives from Pooch Palace that Pooch Palace would cover all the cost and I wouldn't have to worry about anything. Additionally, my dog didn't fall ill and wasn't in a fight with another dog. Something at their facility sliced my dog's leg open. They did tell me that they still don't know how it happened or what caused it and that several of their security cameras were broken. I can't imagine if my dog were smaller or if he had been sliced open on his stomach. The cut was so clean that the vet said it looked like Red was sliced with a razor blade. It is now the end of February and Jeff still hasn't paid the bill. The vet office (who have been fantastic through this whole ordeal) and I have both contacted Pooch Palace multiple times to inquire about payment and Jeff will not take or return any of our calls. I waited to write this review because I was hoping Pooch Palace would honor their word and pay the bill. But the vet's office is ready to send the bill to collections. $950 is a small expense for a successful business, especially one that just won "Best of Mt. Pleasant" and touts "safety first" on the front page of their website. I even suggested Jeff submit the claim to his liability insurance, which he refuses to do. Even after Red was injured by something at Pooch Palace, and before I received that call from the owner, I was ready to bring Red back there and board him over Christmas. I had even put down a deposit to hold a spot for him over the holiday but their inability to keep their word and do the right thing, means they lost, what would have been, a life long customer. I will never recommend Pooch Palace to anyone.

Great we always take our dog there.

It is home away from home for my dogs. They get to play in an open yard and sleep on couches. They are not confined to small spaces. The facility is very accommodating.