No Response or call when alarm goes off

Our alarm went off at 20h20. It is now 20h53 and still no call from adt to enquire if everything was in order and if armed response needed to come out. This is not the first incident - the last time we had to call the call centre when our alarm went off at 01h00 in the morning. Its truly pathetic. If anything happens to our family its due to pure negligence on adts behalf. These types of incidences could be life or death surely adt should take this type of neglect of duty seriously!