POOR RESPONSE AND NO SERVICE DELIVERY

Today 27/02/2016 we had an incident. I received a call at 07H53 from ADT control room that there is is an alarm at the shop. I then told the operator they need to send a patol man. At 07H56 I phoned the control room operator for feedback - they say patrol man is on his way. At 08H00 I phoned again , they say patrol man still on his way. At 08H14 I phoned again , they say patrol man is still on his way. At 08H20 I phoned again , they say that patrol man is still on his way.At 08H21 I phoned again and the same story. I was on my way to the shop during all of this. At 08H52 I received a call back for the first time from ADT that all looks ok at the shop. I told the control room operator that she must tell the patrol man that he must wait at the shop as I want to speak to him. I arrived at the shop and the patrol man showed me his patrol slip (581014) which indicated he arrived at 08H24. I was notified at 08H52 all is ok??? A WHOLE HOUR TO GET FEEDBACK???VERY POOR??? Also two weeks ago I phoned Jenaline (the lady who sold the contract to me) that I need more panic buttons installed in the shop and that I also need a remote panic button. STILL NOT DONE?????