Poor Service from ADT

On Saturday at approx 4 AM , we had our overhead electric cables ****** , when we heard the person on the roof we quickly pressed the panic button, the alarm went on , Adt did not respond, rather they phone through with the automated service , we then phoned ADT to tell them what's going on they said they will despatch armed response. Three phone calls later and 45 minutes later they arrive on site and the gentleman did not enter the premises to do the check even after I opened the gates for him , the.poloce arrived and they went around the street looking for suspects and asked ADT to do so as well. Real pathetic service from ADT.