Universal Travels — improper behaviour and change of bus

I have booked bus from cheng to bangalore. But we were moved from the same at tiruvalla, as they told new bus will come for us. So we all including ladies and children were made to stand there for 2 hrs. The new bus was not in good condition. It was stopped at salem for about 5hrs making all the passengers stuck over there. Only after 6hrs the manager have sent a new bus. The scheduled arrival time was 6am but we reached bangalore at 3pm.