VRL Travels — Disappointment with the service.

I had booked bus tickets for my parents from Bangalore to Manipal on 13th October 2021. It was informed that they will pick them up from Jayanagar at 7:30 pm to Majestic. My parents were 5 mins away from Jayanagar but was stuck in traffic jam due to rain. I tried contacting the contact person but he didn't receive it. After calling simultaneously for 10 mins, he received and told that they've already left from the pick up point. How irresponsible can someone be to leave the passengers like that and leave. It was not even informed! When called to the office regarding this, they asked my parents to arrange transportation and come to Anand Rao circle - VRL bus stop. When enquired about the bus, the office member asked them to go to Gandhi Nagar bus stop. Why dint they tell this at first place? The bus details were also not mailed or messaged.
Please don't take your passengers for granted. Very disappointed with your service.