ADT poor reaction time and service

My alarm was set off on 5/11/2018 at 17h30. The call centre contacted me and I informed them to please despatch a vehicle to investigate. I got home at 18h00 and the response vehicle only arrived then. I phone ADT about this bad reaction time and they gave me a reference number that actually means nothing according to Dudizila Nisithole this morning, 14/11/2018 at 9h00 after I followed up to find out what caused the delay in reaction time. I got a call back just after 10h00 on 14/11/2018 informing me that there were high activity and they could not handle the calls with their current capacity. I asked the person to put it in writing as an official response from ADT and e-Mail it to me, as I was promised an average reaction time of 8 minutes. I just want to make the public aware to be careful should they consider appointing ADT as their security company seeing that they cannot deliver, neither to they care to follow up on any complaints.