Chagger Dental Clinic Burlington

I’ve gone back and forth on posting this for months, but after receiving no response to my private feedback, I feel it’s important to share my experience. I struggle with severe dental anxiety and spent a long time searching for a clinic that would be understanding and supportive. Unfortunately, I was very disappointed with my visit here in January. After weeks of repeated emails and texts asking me to return, I finally replied to explain why I wouldn’t be coming back. They asked for details, and I provided clear feedback expecting, at minimum, an apology. It’s now been over 10 days with no response at all. To be fair, the clinic itself is clean and well-equipped with modern technology—that’s the only reason this isn’t a 1-star review. That said, here’s a summary of the issues I experienced: 1. **Long wait with no apology:** I arrived early with my partner but wasn’t called in until 30 minutes after my appointment time—and only after my partner asked the receptionist. I had made my anxiety known in advance, and this made it worse. No one acknowledged or apologized for the delay. 2. **Misinformation about piercings:** I was told I didn’t need to remove my facial piercings for X-rays, but was asked to remove them once I arrived, wasting time I could’ve used to prep ahead of time. 3. **Unexpected costs:** I visited the office a week before my appointment with my insurance details and was told I’d be “100% covered.” At the end of the appointment, I was charged over $100. 4. **Misleading website info about sedation:** One of the main reasons I chose this clinic was because their website clearly advertises IV sedation. However, the dentist repeatedly pushed laughing gas and oral sedation, even after I made it clear that IV sedation was the only method I was comfortable with. 5. **Unprofessional behavior from the dentist:** Dr. Otrocol was condescending. When I shared that I was feeling anxious, she looked at me like I was overreacting and asked, “Why? For pictures?” I chose her because the website emphasized her compassion toward anxious patients, but I felt completely dismissed. 6. **False claims about IV sedation:** The receptionist repeatedly told me and my partner that IV sedation would be *very* expensive and that I would need to prove it was medically necessary in order to access it. That turned out to be completely false. My actual consultation with a sedation specialist was smooth, affordable, and required no such justification. Their comments felt intentionally discouraging and added unnecessary anxiety. This entire experience left me feeling invalidated, anxious, and misled. I truly hope the clinic takes this feedback seriously and does better for future patients.

I visited Dr. Lili for a second opinion and was extremely impressed. They took the time to explain everything clearly, gave me honest feedback, and helped accommodate my busy schedule. The staff was friendly, the office was clean, and I felt genuinely cared for. It’s rare to find a dentist who puts the patient first. Thank you Dr Lili and team!

Honestly the best dental office around. Greeted by a friendly face when you walk in, easy to have direct billing done for your procedures and the gentlest dentists and assistants. If you’re anxious or scared of the dentist, this place and Dr Lili will turn things around for you.