The District Consumer Disputes Redressal Commission in Jaisalmer has directed two Toyota dealerships to replace a lower variant Innova Hycross delivered to Suresh Kumar Bissa with a brand-new Innova Hycross ZX(O) Hybrid and pay compensation and penalties totaling Rs 6.60 lakh.
Case Details
The commission ruled in Bissa’s favor after he alleged that Toyota’s authorized dealer delivered a ZX variant instead of the ZX(O) Hybrid he had booked and paid for. The commission criticized the conduct of showroom officials and directed that the vehicle currently in Bissa’s possession be taken back in its present condition.
Booking and Delivery
According to the commission’s private secretary, Sudhanshu Soni, Bissa booked the Innova Hycross ZX(O) Hybrid on July 20, 2023, after depositing Rs 50,000 at Mayank Toyota, Jaisalmer. The delivery was made from the Jodhpur showroom on March 16, 2024.
Discovery of Mismatch
Bissa’s family said showroom officials assured them at the time of delivery that the vehicle matched the booking. They later found that it was the ZX variant, not the ZX(O), and did not have key features, including ADAS. The mismatch was detected on March 10, 2025, during servicing in Mumbai, when Bissa’s son Deepak was told the vehicle was a ZX variant. The family alleged they did not receive a clear response from the company, following which they filed a complaint on Nov 21, 2025. Bissa told the commission he had been charged about Rs 37 lakh for the top model.
Commission's Order
A bench led by Pawan Kumar Ojha directed Mayank Toyota Jaisalmer and Mayank Shree Toyota Jodhpur to provide Bissa a new ZX(O) on-road car after completing taxes, insurance, FASTag and registration formalities. The commission also awarded Rs 3 lakh for mental harassment and Rs 10,000 as litigation costs. It found an affidavit to be false, fined the Jodhpur showroom Rs 3 lakh and imposed Rs 50,000 personally on signatory Richpal Singh. Of this, Rs 3.5 lakh is to be deposited in the State Consumer Welfare Fund. The order must be complied with within 45 days, failing which 9% annual interest will apply.
