delayed armed response

My alarm went off in error on Sat night - The armed response vehicle pitched up one exact hour later. Logged a complaint with ADT - was given a reference number and a promise that a senior would be following up with me in the morning. Wednesday today , 5 days later - still no call from a senior , or even an apology from ADT re- the poor service. My house was burgled exactly two months ago , while we were home sleeping , and luckily we never woke up and no one got injured. The only peace of mind I have every night when we go to bed is that my alarm is set and ADT will come out and assist if for any reason the alarm is triggered. Guess not then , more like they will assist , but in due time , so hopefully nothing major happens in that critical hour before they decide to pitch.