Get a member of staff on there responding to the criticism and find the cause of the complaints... stopping complaints being publicised doesn't make the service better!
The service is consistently poor from my colleague's experience. She catches in from Newquay to Truro, and should arrive in Truro 30 minutes before her shift with a 10 minute walk on arrival. She frequently runs from the bus to work and is more often than not late for work. At least twice a month the excuse given for late running to her by the driver is due to breakdowns, whether this is accurate or not I don't know, but if 1 in 10 on that route at peak time is delayed due to breakdowns it suggests a problem.
I'd read the Facebook reviews recently and every single review was 1 star, but people don't review when they've had a good bus journey that's arrived on time etc.