Adt Fedility Bad Service and Bad response

Today at 18h16 the control room of ADT phoned me and notified me that tjere is numerous alarms in different rooms of our office complex. We requested the reaction to be activated and they informed us that they are busy with shift handover and will inform the new shift of our request. At 18h44 we did not receive feedback yet and decided to drive there ourselves, 26km drive. We phoned them again at 18h45 and they informed us that they do not have feedback yet. On our arrival at the office at 19h00 the reaction vehicle arrived there at the same time, about 45 min after our request to respond. Fortunately nothing was wrong and we returned home, another 26km drive. At 20h20 the control room phoned me back with feedback that everything was in order. More than 2 hours after the first phone call. WHAT POOR SERVICE which we have to pay for.