Intercape - Bad service and wrong bus allocation

To whom it may concern

I am writing this mail to complain about your bus services, sadly your bus services do not meet specifications as you advertised. I have booked your bus service in the past and well aware that you offer the Budgetliner, Mainliner and Sleepliner. Let me get straight to point that your service is not close to what I have paid for or the coach I paid for.
Firstly, I booked the mainliner from Bosman Pretoria to Pietermaritzburg however, I was instructed to get on a Big Sky bus that is a budgetliner. Under what circumstances do you change the liner for me and worst of all I knew what I want travel in and what I paid for.

Secondly, one of the biggest disappointment is the condition of the bus. Poor ventilation, the toilet does not function, bad odour and malfunctioning seatbelts. An 8 hour travel under these conditions is unbearable for me and my 8 year old son. I have noticed your bus drivers are not polite as well as they are rude and telling me that all mainliners are busy. So, why allow for customers to book for services that you do not offer/not available. I do not appreciate the treatment and service I have received from this company.
Lastly, a message of acknowledgment or apologies is not what I seek from you at this point- a refund of my money period.