Laxmi Holiday Inn Private Limited - Bus left without any call and charged 5000

I booked Laxmi Holiday on ** May'** with four seats from Delhi to Dharamshala...I left for Majnu ka tilla * .* hrs before departure but due to traffic jam (metro work) I reached ** mnts late...I received only one call from their office well in advance and I told him my reason and asked him to give me drop number so that I can get down at Karnal bypass to take the bus..I didn't receive any call after that from any one including driver or conductor...I called driver no.many time but he was not responding properly and was talking to someone else...had he talked to me properly with bus whereabouts, I could have easily taken the bus...I kept trying to their customer care no.however they didn't entertain my request...I waited * hrs with my family including two kids, booked new seats by spending around *k again...I was regular customer of their but now I would not recommend Laxmi Holiday to anyone and would not travel through out my life.... very unprofessional behaviour and kept *k for no service... they stop their bus in middle of route anywhere anytime but couldn't wait for passenger for ** mnts...