OVERLY SLOW RESPONSE TIME

We are lately having quite tough time with ADT. The response time is sort of a snail pace. Last month after alarm activation they haven't even responded by sending the patrol. On the same day after 2nd alarm activation it took them over 40 minutes to respond and send patrol. We dropped their Customer care an email. ADT never responded with any answer to what happened that day ? Today after alarm activation I arrived sooner to the premises vs. their officer despite I was further away. This time the response took more then 12 minutes. This is somewhat of a great concern to us with regards to who is looking after of our property and our personal security. Very poor service to say the least..