Yellow Arrow Lines

Review: I boarded bus # [redacted] from [redacted] to CA. I endured the most miserable 14-hour travel experience of my life. Frigid icy cold air was blasting from the floor vents the whole way! There was so much snow all trucks had to put chains on. It was so cold my feet went numb. When I exited the bus I nearly fell because I could not feel my feet! Everyone else on the bus were also desperate to get warm. I asked the bus driver to please turn off the cold air but there was no change. I called my husband from my cell phone to have him call the office to have them call the bus driver to request that the cold air be turned off. The office did call the driver--but still no change! The bus finally arrived at my destination 2 hours late. There was so much urine on the bathroom floor and toilet seat that I changed my mind about using it and instead opted to "hold it." I finally realized the air regulation system for the bus was broken and couldn't be adjusted or turned off. I don't understand why this bus wasn't taken out of operation until it was fixed and safe for the road. The next business day I called to explain my experience and to request a full refund. I was initially told by "[redacted]" that a refund would be given. He asked for my name and contact info. then told me he would call to let me know when we could pick up the refund. He never called so a week later I called again, and again, and again. I as always told he wasn't in or available or they would hang up on me or speak to me only in Spanish. They would not honor my request to speak with a supervisor or allow me to resolve the situation with anyone else. I would like to receive my refund and I would like to be sure that no other buses that are not working properly or are not mechanically sound to be allowed to transport passengers. I could have gotten frost bite. Thank God I survived the trip but others had to travel all the way to Huntington Park, CA which took another whole night and day of travel. I hope they survived okay. Help!!Desired Settlement: I would like to receive the refund I was promised but also I do not want any more unsafe buses to be operating, transporting passengers when not in proper working condition!!!