Bad customer service

We had an alarm system installed about 3 years ago and have been paying for armed response every month since. I recently lost my job and we now have to cut costs everywhere, so we want to cancel the armed response. Then ADT told us that it's a rented system and they will have to remove all the hardware if we cancel the contract. I asked them if we can just pay for the hardware as I would like to reinstate the armed response when things are better again...and then I get this ridiculous answer - we cannot buy the equipment that's in there we can only buy new equipment to which I reluctantly agreed that we will pay for new equipment, as long as they just leave the old equipment in the house, to which they said NO!!. So basically they will come and remove the old equipment and install new equipment in exactly the same places...how does that make sense? What will they do with that old equipment? I'm willing to pay the new equipment's price, just leave my old equipment in there. It's like renting a car for years, then you want to buy the car from the owner and tell him that you will pay him the value of a new car, but will keep the old one....anyone else in the world will be over the moon for this deal, except ADT.

I finally agreed that they must come and install the new equipment and now I've been waiting 2 weeks for my quote....after the initial discussions already took weeks...

You would think with security companies popping up like mushrooms that customer service would be their main concern....or maybe my business is too small for a massive international company like them...