Poor response and bad attitude from call centre.

We received a call from ADT on Sunday 29 Oct at 14h00 regarding an alarm activation at our house. They then called saying that they cannot gain access to the property due to the wall spikes. My wife rep**** that on previous patrols and callouts they had been able to jump over one of two gates to check the perimeter without any issue. She requested that they return and do this. Three hours later they called saying that they cannot do this. My wife then requested to speak to a supervisor and they hung up on her. She then called the call centre, requesting to speak to a supervisor, they then hung up on her again. The third time she finally managed to speak someone who sent out a patrol vehicle again, who called back after 45 min saying they did a perimeter check, which they should have done in the first place. The supervisor gave no reassurance that any corrective action would be taken. Is this the kind of poor service that can be expected from ADT?