Adt poor response time

On the 27/03/15 at 13.37 my panic button was pressed at 14.00 i call to check why a van was not sent. I spoke to a Terence Pillay that was not very helpful, his reason was that there was high activity in the area... and i must speak to there managers because he cannot help me with regards to why they took so long. Possible burglary with loved ones in the premises and i should speak to a manager , why should i keep this contract when Chubb alarms and the rest seem to be better now? When a van arrivals then he says if the guys come back press the panic and he will come in 3 mins, like really who are you trying to kid? If someone was injured or killed will 23 mins response time help me? Saps seem to have the same turn around time why am i paying you????