Worst bus ever!!!

I booked two bus tickets for my Mom who is 71 years of age and my neise. The bus was three hours late with no communication. This is unacceptable because when we (clients) are late the bus won't wait for you for three hours. I called customer service and they don't even apologize they just tell you what they see on the system. On top of that the bus was dirty, reeking of pee! We will never use this bus ever again!!