Eldos Buses and their non service

what a bad experience we had , 1st thing we booked with Eldos coaches and we didn't even travel with that bus to Durban but the funny part is when I had to go back to Joburg from Durban we arrived on time and boarded the bus REG: CJ83VBGP Bus number B290 the bus was driving slow at a speed on 20km/ph from the terminals but I thought maybe its like that because it was my first time riding a double decker the surprising part the bus was over heating not far from Durban the driver stopped poured water and was on his way again it happened again and poured water again the 3rd time we got stuck in the middle of nowhere we waited for more than 3hours for another bus to come we were dehydrated hungry and call centre agents for eldos they not eco friendly one of the agents told us they cant refund us as it stats on terms n condition about delay but what I ask is this a delay or lack of service even the driver admitted the bus it was it 3rd time getting stucked Eldos know about this bus B290 problem yet they still put it on the roads . am frustrated at Eldos and wouldn't recommend anyone to use Eldos as they actually cant put customer 1st.