Adt responce vechicle arrive 2 hours later.....

My alarm went off at 16:15 while still at work and I received a sms about the incident. 15 minutes later I only received a call from the response center asking if everything is okay or if they need to send someone out. I informed them I'm not home and they must please send someone to have a look. I arrived home at about 16:45. At 18:45 an ADT response vehicle arrived at my premises. Two and a half hours later... When I asked the responder why he only arrive now I was told he only received the instruction now to attend to my alarm.