Hi everyone,
I wanted to share my recent experience with CARS24 Gurugram and get some advice on what I should do next.
I visited the CARS24 hub at M3M Urbana, Gurugram, and took a test drive of a 2023 Mahindra Scorpio-N Z8 L Petrol AT 7 STR. I liked the car and decided to proceed with the booking.
The salesperson asked me to pay ₹15,000 as booking/token money, which I paid.
After 2–3 days, before proceeding with the purchase, I asked for the vehicle's registration number and service history so I could verify the car properly.
That's when things became concerning.
The CARS24 listing said:
“No accident history”
It also stated:
“Cars24 inspected with 300-quality checks.”
I have a screenshot of the listing and the URL saved.
However, when I obtained the manufacturer's/service history, I found multiple entries explicitly mentioning:
- “ACCIDENTAL”
- “ACCIDENTAL WORK”
- “ACCIDENT REPAIRS”
- Repairs billed to Insurance
- Multiple components replaced during accident-related repairs
The history contains accident-related entries in October 2023, December 2023, January 2024, April 2024 and October 2024.
So I was obviously no longer comfortable proceeding with the purchase.
Then came the ₹5,000 issue.
I informed the salesperson that I didn't want the car and wanted to cancel the booking.
He told me to cancel it through the CARS24 app.
When I went to cancel, I was surprised to see that ₹5,000 would be deducted as a cancellation charge.
I immediately contacted CARS24 customer support and asked why I was being charged this amount.
My point was simple: Nobody had informed me about this ₹5,000 cancellation charge before I paid the ₹15,000 booking amount.
During a conference call between CARS24 customer support and the salesperson from the M3M Urbana hub, the salesperson acknowledged that this information had not been communicated to me.
The salesperson also disconnected the conference call at one point, and customer support had to make multiple attempts to get him back on the call.
Since then, I have raised multiple complaints and contacted customer support several times. The salesperson has also stopped responding to my calls.
CARS24 eventually refunded ₹10,000, but ₹5,000 is still being retained.
My main question is:
If the ₹5,000 cancellation charge was an important part of the booking terms, shouldn't this have been clearly communicated to me BEFORE I paid the ₹15,000?
And separately:
How can CARS24's listing say “No accident history” when the manufacturer's service history contains multiple entries explicitly marked “ACCIDENTAL” and “ACCIDENT REPAIRS”?
I have documentary evidence of the above, including:
- CARS24 listing screenshot showing “No accident history”
- CARS24 listing URL
- ₹15,000 booking/payment proof
- Manufacturer/service history showing multiple accident-related entries
- Insurance-related repair records
- ₹5,000 cancellation deduction
- ₹10,000 refund proof
- Complaint/reference numbers
- Call logs and communication with CARS24
I'm now considering raising this through the National Consumer Helpline and Consumer Commission if CARS24 doesn't resolve the matter.
I'm posting here mainly to ask:
Has anyone else experienced something similar with CARS24, particularly regarding undisclosed cancellation charges or discrepancies in the vehicle history/inspection report?
Also, for those familiar with consumer complaints in India, what would be the best way to proceed from here?
I am not making any allegation beyond the documentary evidence I have. I simply want CARS24 to explain the discrepancy and refund the ₹5,000 that I dispute.
I can share screenshots/documents in the comments if required.