Non-service after panic button was activated

My grandson pressed our panic button last night at approx. 19h00. Although it was an accident, for all ADT knows it could have been a life threatening situation. ADT called me on my mobile approx. - 10 MINUTES LATER. I was too late to answer. An ADT armed response arrived AFTER ANOTHER 11 MINUTES. (In a real situation I would probably have been ****d or shot by now). Another sadly hilarious part is the fact that the armed response rang the bell upon arrival. I wonder what he was expecting - to be invited for tea by the ******/******/shooter ? Remember - the PANIC BUTTON was activated, we were not just testing the alarm.

I am utterly disgusted with the service and I do not understand how a SECURITY service provider like ADT has this never-mind attitude in this day and age.