Bad service at its best

My brother and my child booked the bus for 28 19:00 . It was suppose to depart at 19:15 pm but the time is 21:57 when i write this they are still in park station. They brought a bus in park station and it left they told passengers that it has a problem ,WHY THESE ******* ARE TAKING MONEY FROM PEOPLE IF THEY ARE FAILING TO RENDER SERVICE? WHY ARE THEY STILL EVEN OPERATING AFTER SO MANY COMPLAINS ABOUT THEM? The same thing happened to my friend a week ago SOMEONE NEED TO DEAL WITH THIS ISSUE