Extremely delayed response

I was contacted at 18:09 for alarm activation at my parents house. I was on my way from Houghton I arrived at 18:15 and waited alone in the house until the vehicle arrived at 18:25! This is 16 minute response time, which is unacceptable. I have now left 3 messages for the manager to call me and as yet have heard nothing My parents will be changing to another security company who can provide decent service as this is now the 4th or 5th time with ADT slow or NO response!<br> In a period of less than 5 months