Appalling Service from ADT

My alarm went off this morning at around 3am, the response call came almost immediately but was cut off while my wife was speaking to them, about 30 minutes later the armed response was at the gate but they did not come into the yard, then five minutes after they arrived, I receive a call that they cannot jump over the fence. That is ********! as they have jumped before. For the 9 months I've been with ADT I never had a problem of armed response not being able to jump over my fence, I have given them permission to do so and that was fine. Now after getting annoying calls from the call centre agent and the armed response, going back and forth with them about opening my gate, they eventually jumped over the fence to check (this is after an hour after my alarm went off). Now I want to know is this the service that ADT offers to their paying customers? Imagine if an intruder was in the house robbing me and my family at gun point, while they were busy complaining about jumping the fence, I myself can jump over it and I am not trained like them. The service I received from ADT was appalling and I would like something to be done about what happened this morning and for it never to repeat.