Bus dirty and highly infested with ****roaches

With my first experience travelling with greyhound Dec 15 2015 from Bloemfontein to Johannesburg the coach was very dirty and the floors was sticky, with my most recent experience Dec 24 2015 the experience was Horrific as the coach was HIGHLY infested with ****roaches, I then phoned their client services who insisted they fumigated the coach before it left and that the ****roaches I saw was from one of the passengers bags but there were more than a million ****roaches on their seats, floors, air vents, rails it became worse as they turned off the lights. I was not happy with their response it clearly shows the poor maintenance yet being the most expensive of all coaches. A refusal for a refund with such services? Greyhound is the worst. I want a refund they know their services are not upto standard, they do not deliver what they promise.