VRL - Too much delay of the bus

We have trusted the service of VRL and booked even though it is too costly but the bus services are very poor...the bus is very good but the services inside are very poor and above that the bus drivers are very rude and very irresponsible they have delayed our trip for more than * hours and screaming on customers for asking about the delay...we have our duties to attend on time how lame if this is the reason to show and we have our important things to do and expected the bus to reach on time atleast one hour late but not * to * hours