Bad Service Continues!!!!

I have to say that in all the years that i have been a client of ADT's I have never received such bad service from them until now. I am waiting now for almost 2 weeks for the technician to order a product that needs to be installed. The reason for this is that their sales person sold me a product that does not work. The ADT website says that they have a product for beams that is pet friendly but neither their sales people of technicians know what they are doing. I had to call them today to now request for my money back as no installation of a beam has happened. Still waiting for a call from their credit control department to advise me when my refund will take place. It is so frustrating dealing with ADT, can you imagine what would happen if I have an actual life threatening emergent.....are they going to get back to me as my address to date has not been updated via their system. Do i now have to email their CEO for assistance.