Long response time \is fine"for ADT"""

A few months ago ADT phoned me and told me that I have an alarm activation at my home. I was not in town and told them to go and look. More than half an hour later they called me back and said that a man told them that everything at my house was OK. This was disturbing because only my wife was home. When I told them that this was not right and asked if the man had given the password, they said he did not, but their armed response left in any case. Later I found out that my wife had been there and had given the password, but that the aremd response guard was unable to convey that message to the call centre who called me. This is unacceptable. The fact that it took half an hour, is also unacceptable. A few weeks ago I decided to test their armed response. From setting off the alarm to the armed response showing up, took 11 minutes. When I complained to the call centre and the response centre manager, I was told that they think 11 minutes is fine, and that I should not be unhappy. I pay for a service, and in 11 minutes my family could be killed, my house ******, and ADT will not offer any support. After asking to speak to managers or supervisors, I receive no further response.