Parveen Travels — complaints not addressed

Address:

kolembedu Chennai, 500076

My Son Rithwik Chithreddy booked his ticket in your Bus service through Goibibo from Chennai To Hyderabad on 30/08/2019 having PNR No BSPT[protected] having got allotted seat no V4. My son got delayed by 7 mins to reach the boarding point (as there was heavy rains & traffic jams). Instead of reaching 7.45 he reached at 7.52 PM. I received a call( Only 1 call, on registered mobile number) from [protected] at around 7.45 stating the bus is standing at a particular location. Never did he mention the bus is leaving or about to leave but still I very categorically stated my son would be there in next 5 mins & he acknowledged for that. But to my utter surprise when my son reached the boarding point at 7.52 pm he was told the bus has left. In a utter state of shock my son gave a call to me & when I was tried speaking to the staff of Parveen travels at Koyembedu they only told the bus has left & handed over the mobile to my son. Inspite of repeated requests the staff over there refused to speak . I told my son to switch on the speaker & then I requested the staff over there as the bus had just left 5 to 7 min back please ask him to halt at a convenient place where he can Park the bus & my son would take a cab for which he would pay but they flatly refused to my son & were not even ready to speak forget about giving an alternate solution.
I called up Goibibo & they immediately responded & spoke to one Mr.Mohammed who lied to the teeth. Then they took me in Concall & spoke to another concerned person from Parveen travels Mr. Mukesh, who after doing due diligence promised to look into & will ensure refund of amount .But when we spoke today in concall with Goibibo representative & Mr. Mukesh he said nothing has been done & requested to send a mail again.
My submission :
1. Why were the staff refusing to talk at your office
2. In the same bus my sons friend was also travelling so had the 1st hand information about the bus throughout. The bus reached LB Nagar at 7.30 am whereas the scheduled time was 6.05 am. If the bus can reach the destination after 1.25 hrs of the scheduled time & no action from parveen to customers but if a customer is delayed by 7 min the customer is penalised & put into trauma. Why???????
3. Why is the issue not resolved or any communication from Parveen even after 72 hrs?????
4. My son is a frequent traveller from Chennai to hyd( Can chk in the records of Parveen as well as Goibibo) there have been umpteen times the bus got delayed for reasons solely responsible by Parveen travels.
Please ensure a resolution of refund, action taken against staff, & a commitment of non repetition in next 24 hrs or would be compelled to go to the Consumer Court