ADT emergency 12 minute wait

My alarm had a false activation at 13:42, while I was locking up. I figured ADT would call while I was leaving. The call only came through at 13:54. That's a full 12 minutes later. Had it been a real emergency people could have been killed and the perpetrators escaped by the time ADT decided to call. ADT charges a fortune for an emergency response service yet when you need them they leave you waiting. And this isn't the first time. 3 years ago we had a break in. The local police arrived a full 20 minutes ahead of ADT. Why does this company think it's ok to gamble with people's lives while still making a profit.