Poor Service and Poor Response time (Major Safety Risk for One's Life and Valuables)

Good day,

On the 13th of June 2023 at 16:07 I received a call from ADT informing me that my Alarm is going off at my house, I informed them that they must go check as I as was not home - I was 1 hour, 30 minutes so away from home.

I proceeded to go home, however during this time ADT had not called me and informed me regarding the outcome of the checking of the house and I kept on calling and the feedback I received was that people have been sent to my house to check.

and arrived home at 17h45 and I inspected my yard and house, and armed response had to arrived yet, meaning that for more than 1h30min armed response has not responded to my house alarm.

I proceeded to call ADT to inform them that my house is safe and they must cancel the team, however that message did not filter through as the people arrived at 19h08 at my house, that is 3 hours later after my alarm went off and the request for them to check.

The concern here is that what would have happened if actually had intruders in my house as well that what would have happened if I was in the actual house requesting assisting, I would have probably be dead or my house cleaned out as the armed response arrived 3 hours later. When I spoke to the gentleman that came, he said the reason for the lateness was because my alarm went off during their shift change which this is not an excuse as well as that he is advising me to change my security company as this is a frequent thing with ADT.

ADT Strives to respond with 15 minutes however arriving 3 hours later is a breach of contract in terms of providing security support as per contact I have signed with ADT.

Regards, Sihle