i.g. Burton Toyota of Dover

Welcoming, polite, willing to work with you to find the right vehicle as well as the best price.

This our second time dealing with the I.G. Burton dealership. The first is when we bought our Jeep in 2022 from the dealer in Smyrna. We had a very good experience from the beginning. Jose Redd met us in the lot and introduced himself. We told him that we were just looking around. He was very pleasant and not pushy. We showed interest in a Tacoma and asked him if could show us some information on what a deal would look like (even though we were not committed to purchasing). He was patient, friendly and between him the manager worked us up a scenario deal. We ended up purchasing the Truck because it was good deal and fit great with our budget. We are extremely happy with the whole process.

My experience at this dealership was absolutely the worst I’ve ever had. I called to inquire about a 2025 RAV4 XLE Hybrid in a blueprint exterior with Ash interior, and I was told it was in the building phase and would arrive soon, which prompted me to put down my deposit since I wanted to trade in my 2023 Corolla Hybrid. However, when I arrived, I was met with extreme rudeness. The salesman assigned to me, Rafael Gomez Corona, treated me poorly, and I couldn't help but feel that his demeanor was particularly disrespectful because I was a woman alone. Throughout the trade-in process, he failed to communicate effectively, which only added to my unease. When I asked questions to clarify my concerns, he would boast about his 11 years of experience without actually answering me. He’d ask his coworker, Jared Herbert, to help answer my questions. He seemed nice but would huff and puff in frustration, which felt rude and dismissive. Making me also question his professionalism. Rafael also rushed me and repeatedly stated that he had many customers to attend to, but his attitude was condescending. Regardless of how busy one might be, respect should always be extended to customers, especially during significant purchases. As I left, I felt certain that they were talking about me, and I had a very unsettling feeling. I knew I had every right to voice my concerns and request a new sales representative who could provide the quality service I deserved. The following day, I spoke with the sales manager, Ubaldo Hugo, but he was also dismissive and gave a rude first impression. He seemed skeptical of my understanding when I expressed my desire to file a complaint against Rafael. Eventually, he reluctantly led me to his office, where I shared my experience, and he promised to address it. I was then switched over to Robert (Bob) Mebane, who had sold me the car I wanted to trade in. Initially, things seemed to be going smoothly with him, but that changed quickly when he called to inform me that the car I wanted was not available. This left me questioning what I had actually put a deposit down for. Bob pushed for a black interior option that was readily available, but that wasn't what I wanted. He also tried to upsell me on a premium model when I was only interested in the XLE. When I expressed my frustration and informed him that I had found another Toyota dealership with the exact car I wanted, he insisted I wait while he made some calls, but by that point, I had already lost interest. Why would I continue to work with a dealership that was rude and didn’t have the car I wanted? I stood firm on my decision. I cannot recommend this dealership to anyone and personally will never return due to their poor service. When I shared my experience with the other Toyota dealership, they laughed and promptly offered to show me what a real car-buying experience should be like. It turned out to be the best decision I made, and I ended up getting the exact car I wanted. Shout out to Ourisman Toyota!