Drivezy — car rental

Address:	Mumbai City, Maharashtra, 400099
Website:	drivezy.com/Mumbai

I booked a rental car for 7 Jul 2019, 09:00 to 8 Jul 2019, 19:00 in Mumbai, India (Pickup & Drop location: Mumbai International Airport) for Rs. 3132/-. The corresponding booking PNR was [protected] and car number (as shown in the app) MH12 QG6240 (Maruti Celerio Automatic). I used a Flipkart coupon (worth 100 Flipkart coins) for this booking, which made me eligible for a discount of Rs. 1500/-, making my final payment to Drivezy as[protected]= 1632/-.

However, on 7 Jul 2019, I received a call at 07:00 am (i.e. only 2 hours prior to the booking start time) that car documents were not renewed by the RTO and they will be unable to provide me with that car. They also informed no other car is available and initiated a cancellation and refund from their end for only Rs. 1632/-.

Since it was the last moment and since it was urgent, I was unable to arrange for any other car service immediately for the same price. I ended up spending 3-4 hours and finally arranged a self-drive car through a local channel and ended up paying INR 3500+. However, when I contacted Drivezy, they were unwilling to accept the responsibilities and maintained that they had refunded the full amount and can't help anymore.

In light of this, I submit that the complete losses I endured include (but not limited to) the following:

1. I spent 100 Flipkart coins to avail the coupon code for Drivezy discount of Rs. 1500/-. Now, they refunded an amount of Rs. 1632/-, but neither the Rs. 1500/-, nor the 100 Flipkart coins (which I could have used for other purposes).

2. Now, Flipkart will say that their coupon got me a discount of Rs. 1500/- and their part was done. They will not agree to convert the coupon back to their coins to be used for other purposes. And Drivezy maintains that they refunded what they think of as the complete amount i.e. Rs. 1632/-. As such I've incurred a loss of Rs. 1500/- neither Flipkart nor Drivezy is willing to repay me.

3. While booking the replacement self-drive option, I ended up paying more than Rs. 4000/- simply because it was last moment pricing; while I had booked the car well in advance to avoid the same and was cancelled due to Drivezy's fault (not mine). This difference[protected] = Rs. 868/- is also the amount which signifies my loss for which Drivezy is accepting no responsibility.

This incident also begs questions like the below:

1. Why the car documents were not renewed in time instead of waiting till last moment
2. If there's no document, how can a car be assigned to a customer
3. Even if the documents for a car have been expired why wait till 2 hours prior to the journey start time to tell the customer that
4. Finally, how compliant are they with transport department rules on renewing car documents etc.

In conclusion, I believe I suffered a loss of more than Rs. 2368/- (i.e. Rs. 1500/- + Rs. 868/-) and expect a minimum further refund of Rs. 2368/- in my bank account (in addition to the Rs. 1632/- already refunded)