Orange Tours And Travels — Not picking the passengers at the correct pickup point and asking them to come to other pick up points, rude behaviour

Website:

www.orangetravels.in

I have booked a ticket for my mother from Hyderabad to Guntur, since she is new to Hyderabad and don’t know area I have my number at the time of booking because I thought I will be there with my mother at the time of boarding but unfortunately I got some office work and my sister went with my mother and reached the pickup point at 9:45pm and the pickup was 10:15pm. After reaching there raining started heavily.
I didn’t get any messages regarding bus driver number or bus number to forward the message to my sister or mother.
At 10:00 pm I got a call from driver and he is Hindi speaking driver, in my family me and my wife only speaks little bit of Hindi my sister and mother are Telugu. I am not discriminating anyone my point is in Telugu speaking states only less people will know Hindi.
I informed driver clearly that I was unable to come with my mother due to my office work but she is waiting at the stop request you to call me after reaching stop and hold for 2 min passenger is waiting in the stop only but she is old and new, Driver said ok and after reaching the stop he called me I am at stop ok wait I will call my mother immediately he said wait seat number L4 came i checked.I said thank you brother and after that I call my mother she said bus was not stopped at the pick up point and she is still waiting at the point only.
After I called the driver and explained he said sorry brother I was mistakenly checked wrong seat.
Checking while boarding bus driver checks the seat numbers of passengers boarding to check all the passengers at the point has picked up but here driver wrongly checked my mother seat and thinking she boarded he left and asked us to come Miyapur which was 5km away from the original pickup point. My mother was old and my sister had a baby it’s raining heavily outside and they boarded auto to go to Miyapur and Auto charged 500rs because of our situation and the rain it’s bout about money but it’s about mental agony and suffering of my mother I want action on orange tours and travels.
And when I called their response is also bad.

I think only assumption they have given contract to pickup the passengers in the city to local bus dealer and contractors don’t care care about passengers and orange travels mentioned only about the pickup van but they haven’t mentioned whether they are charging extra for pickup van or not.
I feel like there so many travels only think about money and they don’t care about customer satisfaction and we are choosing these immoral travels because there is no good service or maintenance in the RTC and yet we are suffering in the same way. I don’t know whether this is useful or not but I’m submitting this complaint.

Bus ticket details PNR number[protected], bus booked from Hyderabad to Guntur, Seat number - L4
Ticket booked under the name of G Vijaya Lakshmi