Intercape Terrible Bus Service

I am absolutely shocked at the service of Intercape. All I had has been bad experiences with this bus services. I booked a ticket for my dad yesterday. The bus was to depart at 20:25 pm and reach its destination at 02:05 am. My dad went to the bus stop at 19:00pm and waited for the bus, which never arrived. The guy at the bus stop said he must wait as the bus is still coming. He waited until 12midnight with no bus. When I phoned Intercape, they were not very helpful and not very friendly or apologetic either. This was the third incident, the first, the bus took a wrong turn and did not leave me where I was supposed to go, the second was the same incident as my dad's with my aunt. They need to discontinue their services honestly.