City to City - very poor service

I booked a ticket for Sunday 14 July 2019 from Umtata to Johannesburg. As per booking the bus departs at 12h00 and arrives in Johannesburg at 01h05. We made all necessary arrangements which include private transportation from JHB park station. Amazingly the bus arrived at 5h00, the driver of the hired vehicle had to leave before the bus arrived as he had other commitments including going to work. We had to pay the second transport, we were late for work, no lunch box for kids as there was no one to assist them, a lot of inconvenience you can think of. when there was a huge delay in Kokstad no bus drivers ever bothered themselves to explain or apologize to the passengers, instead busy changing people from but to bus as per their destination zone, another boring part. I had enough of their poor service, Intercape for me is the best so far.