| Address: Haryana & Noida |
| Website: www.cars24.com |
I am constrained to file this complaint against Cars24 Services Pvt. Ltd. for gross deficiency in service, unfair trade practice, misleading representations, negligence in performing statutory obligations, and exposing me to continuing legal, financial and criminal risks long after the vehicle had been sold and delivered.
Sale of Vehicle
On 06 January 2026, I sold my Hyundai Creta (Registration No. DL2CAY3637) through Cars24.
On the same day:
Cars24 paid the entire sale consideration.
Physical possession of the vehicle was handed over to Cars24.
All documents and paperwork required by Cars24 were duly executed.
Cars24 took complete custody and control of the vehicle.
At the time of sale, Cars24's representative assured me that the ownership transfer would be completed within approximately 90 days.
Like every ordinary consumer, I accepted the standard electronic Terms & Conditions presented during the transaction. Those lengthy terms were not individually explained, and at no stage was I informed that:
Cars24 does not itself become the purchaser;
the vehicle may remain untransferred for more than six months;
ownership transfer depends upon locating an end buyer;
I may continue to remain the registered owner indefinitely despite having sold and delivered the vehicle.
These are material facts which ought to have been disclosed before the transaction.
Cars24's Own Written Admission
When the promised transfer was not completed, I wrote to Cars24 on 27 April 2026.
Cars24 replied on 28 April 2026 stating that:
they operate through channel partners;
they do not directly purchase vehicles;
the vehicle was lying with their channel partner;
the process may take up to six months because they first have to locate an end buyer.
This admission itself establishes that the earlier assurance given to me was incorrect.
More importantly, even this extended six-month period has now expired, yet the ownership still remains in my name.
Thus Cars24 has failed even by its own declared timeline.
Vehicle Was Already Sold and Running on Public Roads
Cars24's explanation is contradicted by subsequent events.
Beginning in January 2026, I started receiving repeated telephone calls from:
Mr. Gaurav Soni
Mobile No. +91 [protected]
He informed me that he had already purchased my vehicle through the dealer and repeatedly sought information regarding servicing, maintenance and vehicle functions.
This clearly indicates that the vehicle had already entered the possession of another user soon after I handed it over.
Therefore, one of two situations exists:
Either
Cars24's statement that the vehicle was merely lying in a dealer's yard awaiting a purchaser was incorrect,
or
the vehicle was permitted to be used extensively on public roads before completing statutory ownership transfer.
Both situations demonstrate serious negligence.
Illegal Exposure to Continuing Liability
Despite having neither possession nor control of the vehicle after 06 January 2026:
the vehicle continued to be driven on public roads;
I received traffic challans in my own name;
Government databases continued showing me as the registered owner.
On 26 June 2026, I received an official e-Challan issued by the Transport Department against the vehicle.
This establishes that the vehicle remained operational while legally continuing to stand in my name.
The entire purpose of RC transfer is to prevent precisely this situation.
Keeping a vehicle operational for months while it legally remains registered in the seller's name exposes the seller to:
traffic liabilities,
recovery proceedings,
criminal investigations,
accident claims,
third-party compensation proceedings,
insurance complications,
taxation issues,
and other statutory consequences.
No consumer should be exposed to such risks after surrendering possession.
Unauthorized Fastag Usage
Before handing over the vehicle, I physically removed my FASTag sticker.
Despite this, my FASTag account continued to be used after the sale.
This demonstrates that the vehicle continued being operated by persons unknown while I remained exposed to financial loss.
Cars24 has never explained how this occurred.
False Allegation Regarding "Party Peshi"
On 10 July 2026, more than six months after taking possession of my vehicle, Cars24 suddenly sent an SMS stating that they were withdrawing assistance because I had failed to attend "Party Peshi" despite repeated reminders.
This allegation is entirely false.
I categorically state that:
I never received any email requiring Party Peshi.
I never received any SMS requiring Party Peshi.
I never received any WhatsApp message.
I never received any telephone call.
I never received any written notice.
Cars24 has never produced any documentary evidence proving that any reminder was ever served upon me.
The burden lies upon Cars24 to prove its allegation.
If attendance before the RTO was genuinely mandatory, Cars24 should have informed me immediately after the sale—not after more than six months had elapsed.
It is wholly unreasonable to expect a consumer to remain indefinitely available because Cars24 chooses to delay completion of statutory formalities.
Statutory Obligations Cannot Be Shifted
The Motor Vehicles Act prescribes timelines for reporting and applying for transfer of ownership following a sale. It does not contemplate a situation where a commercial intermediary keeps a vehicle circulating in the market for months while continuing to leave the seller exposed as the registered owner.
Cars24's internal "Seller Protection Policy" cannot override statutory obligations nor substitute timely completion of the transfer process.
Even if Cars24 contractually operates through dealers or channel partners, that internal business model cannot prejudice the legal rights of consumers who contracted with Cars24.
Deficiency in Service
Cars24 has:
failed to honour the representation made at the time of sale;
failed to complete RC transfer within its own subsequently stated six-month period;
failed to communicate transparently;
failed to provide any definite timeline;
failed to produce proof of alleged reminders for Party Peshi;
failed to ensure timely compliance with statutory transfer requirements;
permitted the vehicle to remain in active use while still registered in my name;
exposed me to challans, legal risk, financial loss and mental harassment;
attempted to shift responsibility onto the consumer after months of inaction.
This constitutes a clear case of deficiency in service and unfair trade practice under the Consumer Protection Act, 2019.
Reliefs Sought
I respectfully pray that the Hon'ble Consumer Commission direct Cars24 to:
Immediately complete the RC transfer and furnish documentary proof.
Disclose the complete chain of custody of the vehicle from 06 January 2026 till date, including details of every dealer, channel partner and purchaser.
Produce documentary evidence of every alleged "Party Peshi" reminder, including emails, SMS, WhatsApp messages, call records and postal notices.
Explain how the vehicle remained operational on public roads while continuing to stand registered in my name.
Reimburse all losses arising after the date of delivery, including FASTag deductions, challans and any other financial liabilities.
Pay appropriate compensation for mental agony, harassment, continuing legal exposure and deficiency in service.
Pay litigation costs and such further compensation as this Hon'ble Commission deems fit.
The conduct of Cars24 has deprived me of the fundamental protection that every vehicle seller is entitled to expect—that once possession and control are surrendered, the ownership records are transferred within a reasonable and lawful time.
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