bad service and late armed responce

on the 08/01/2016 i press the panic button at -12h00 as there was a person on my premises there where no response for the next - 10 to 15 min when the response arrived i ask why he took so long all he said to that there is no car in my area and he had to com all the way from lenesia south now i want to know is this what i am paying for to have the security come when they feel like it it is not the first time that there is no response cr in my area in that case then i would like to understand why adt is in bridge of contract my famly lives could have been in danger or worse but i am paying for a service that don't live up the contract that we sign if that is the case adt must refund all my money that i am paying for every month for a no service i have reprorted this matter to the call center but i have my doubt that anything will come from it