The Consumer Disputes Redressal Commission in Rajasthan’s Jaisalmer district has directed a Toyota dealer to replace the complainant’s Hycross with the right variant after the latter was sold a wrong variant. Additionally, the commission asked the dealer to pay Rs 6.60 lakh in compensation and penalties.
Suresh Kumar Bissa, the complainant in this case, was sold an Innova Hycross ZX instead of the ZX (O) Hybrid that he had reserved and paid for. The customer realised the mistake after he took delivery of the vehicle.
Bissa booked the higher variant on July 20, 2023, by paying Rs 50,000 at Mayank Toyota, a dealer in Jaisalmer. The customer, however, took delivery of the vehicle from the Jodhpur showroom, on March 16, 2024. He was reportedly assured that the vehicle matched the booking.
Bissa noticed the mismatch later, on March 10,2025. He realised that the vehicle he took delivery of did not have features like ADAS, which are on offer on the ZX (O) Hybrid. The mismatch was officially logged on March 10th, during servicing in Mumbai. Bissa’s son Deepak asked the staff to ‘activate ADAS features’ on the vehicle. To his shock, he was told that the feature only comes on ZX (O) Hybrid and he owned the lower, ZX trim.
The family soon took the issue to the dealer’s notice. In the complaint, Bissa alleges that he did not receive a clear response from the company. The complaint was filed on Nov 21, 2025. In it, Bissa mentions that he was charged Rs 37 lakh for the top variant, and was sold the lower one. The family soon approached the commission for a resolution.
After studying the case carefully, the bench led by Pawan Kumar Ojha directed Mayank Toyota Jaisalmer and Mayank Shree Toyota Jodhpur, the dealerships involved in this case, to issue a brand-new ZX(O) hybrid variant to Bissa, after completing all taxes, registration, FASTag, insurance and other formalities.
Additionally, Rs 3 lakh needs to be paid to the customer for mental harassment and Rs 10,000 to cover legal expenses. An additional fine of Rs 50,000 was also imposed on signatory Richpal Singh. The affidavit in this case, was found to be false.
The Jodhpur showroom was also fined Rs 3 lakh. The total sum amounts to Rs 6.60 lakh. Of this, Rs 3.5 lakh needs to be deposited in the State Consumer Welfare fund. The dealerships are required to comply with the order within 45 days. If not, an additional 9% annual interest will also apply.
The complainant seems to be happy with the ruling. His advocate Prathamesh Acharya said that the matter first reached his office in November 2025. Later, senior advocate Mayank Vyas took over. The Toyota dealer was given several opportunities to correct their mistake, but no resolution was devised. That’s when they took it to the consumer commission.
This incident also highlights the importance of pre-delivery inspection (PDI). If the customer in this case had done a proper PDI before taking the car home, he would have found out the mismatch.
Ideally, PDI should be completed before closing the payment and completing the paperwork. Customers need to invest time and effort into this process. In the past, we have come across several incidents of vehicle owners landing in trouble after they chose to skip pre-delivery inspections.
The ZX and ZX (O) are both top trims and are available as seven seaters. The ZX (O) comes equipped with level 2 ADAS (Toyota Safety Sense), whereas the ZX lacks these features. Most of the other features remain the same between these trims. The customer in this case, seems to have been confused by the same and likely thought the ADAS features could be ‘activated’ during one of the future services.