Is this what I can expect in an emergency

I am writing on behalf of my mother. She is a pensioner, and was told that ADT would give her a special rate. Her current rate is nothing special. She has been talking about finding a cheaper security company for some time now. I am only worried that she moves to a cheaper company and then receives cheaper service. Both my mother and I, have spoken to people from ADT and have sent correspondence to ADT to find out whether they could offer her a better rate. They never get back to us. Also I wanted to test the alarm and ADT's response time, to find out whether we are actually getting service at all. It seems like the only thing we are getting from ADT are bills.