ADT Agent's shocking, rude and appalling service

I called ADT on Wednesday to organise for a technician to come to our premises. The Agent, Lilly informed me that that the last call of the day is 15h00 and that she has booked that time. Today the technician calls asking if someone at the house at around 11h00 - this does not make sense as he is booked at 15h00 (according to my knowledge). I then had to call the call centre (I was on the phone for close to 40 minutes) to enquire about their error, to my amazement, Lilly was completely non-chalant about her error and arrogantly and sarcastically asked me what must happen since I requested to speak to her supervisor. I asked her to listen to the call recording, and she **** saying she listened to the recording and did not hear a time being specified. I finally got through to her supervisor, Elizabeth who apologised and said that she will try to get the technician out to the premises today at the time we agreed on. I am utterly appalled at the service of ADT Agents if these are the calibre of people we must be assisted by when we call for assistance or during life threatening incidents. What is even more shocking, is that the Agent **** saying she listened to the call and I did not specify a time. I sincerely hope that no ADT customer will have to so disgustingly treated by Lilly.