Intercape bad service

I booked a comfortable option bus (Sleepliner) departing from Port Elizabeth to Johannesburg for my rlderly mother.

The bus broke down 4 hours after departure. My mother was and other people had to wait for another bus for 4 hours and the unfortunate part is that they then bring a lower level bus which is not what we had paid for. Very uncomfortable bus with smelly toilets and unfriendly staff.