Pathetic service

I called the sales call center to make a booking as I would like to add certain items to my current unit with them. The lady made a booking for a sales agent to come to me on the 28 Feb at10am. I received an sms to confirm the booking. Needless to say no one arrived on Saturday. I called them on Monday only to be told that their sales people do not come out on a saturday. She then advised me that the sales person will call me. It is now Thursday and no one has called me. Has ADT become so big that they are unable to assist their clients with a simple call back. Also I needed to change my address and its like drawing blood from a stone to do that. Tamsyn Abrahams has taken upon herself to tell me that I cannot change my address. I now have an issue that when there is an emergency the guards are taking 20 minutes plus to arrive as they cannot find the house. Do i need to speak to the CEO to get some service.