no response after break in and rude attitude

After a break in into my mother's house ADT did not come out after an alarm was activated. Instead of them responding the neighbours responded and called the police who arrested suspects. When calling ADT they were rude unhelpful demanding R500 for a technician to come and look at the system. A break-in reported to them they did not have sympathy or come out to look if everything was fine. I was however very impressed with the service received from SAPS. We will definitely be changing security companies.