no call back on panic alarm

Heavy lightning struck in elspark about 4 houses from us hitting a tree or building resulting in severe fire about two stories high. We pushed the panic button in the hope of alerting adt... Fire response but no response or call was received. This is the 2nd time ..last time after our armed *******. The adt mobile unit finally arrived but was of little use. Had they called we could of directed them accordingly.... Begs the question how safe are we when adt dont even call when a panic is sounded?