Review of Horizon Bus Service Co Ltd

This is my first time I have travelled with your busses from Nairobi to Mombasa and back.
The first trip was on the Thursday of 24th April 2016. As a family we had booked the whole bus (mini) and were scheduled to leave at 10.00 a.m. from Oil Libya. The bus did not arrive until about 11.00 o'clock. There was no explanation why the bus was delayed. When we arrived in Mombasa the driver (apparently his name was Shaaban)categorically refused to drop us along the route. He was only going to take a detour via Makupa Police Station. I am very well informed that the bus (van) just went to your offices and took passengers to travel back to Nairobi.
ON our return journey on Monday 28th April 2016 we were given a bus whose air-conditioning system wasn't working. The driver told us that he had just realized that the system wasn't working so were to drive to Nairobi in an oven.