Disappointment with bad Guatrain bus service

I'm very unhappy with the service in which I've received from the Guatrain. I've been in contact with them twice, and not one person has been in contact with me, like they said they would. One the one occasion the bus has arrived but the driver was not in the bus. There was a long queue of us outside the bus waiting to get in and by the time the driver came, it was already to late. I contacted the Guatrain office and they said they would get back to me in which they didn't. On the second occasion the 10:15 bus did not arrive. I called the offices and ago. They said they would be in contact with me but they didn't. I would like a follow up on it.