Intercape does not services its buses

First time riding with Intercape and had a terrible experience. I booked a bus that left at 4:30 to arrive in EL at 7:15 because I had to attend my uncles funeral on that morning . The bus broke down in Aliwal north at 4:00 am and we were stuck there for more than 3 hours and the drivers were not informing us what was going on. The time is 8:22 and I am still 60 km away from EL and now this bus is still going via Grahamstown. I am going to miss my uncles funeral and on top of that the bus sticks of urine. To say I am disappointed is an understatement, I am disgusted with the fact that such a big company does not services its buses .