Shocking aftersales service

We opened an account in Dec 2015. Technician came through to install lockbox and we misplaced the default code. Called call centre twice requesting code and did not get feedback. Experienced several false alarm activations. Called again, call centre agent Richard Mbuyisaze insisted we pay labour fee even though I tried to explain that the system is new and we think the sensor wasn't installed correctly. Called on 29 March, was told tech would arrive on 4th April. Called 5th April, was told tech was incorrectly booked by Richard for 2nd May which is a public holiday. Spoke to Richard again, did not apologise, blamed system and then claimed I only called on 2 April, which was a Saturday. Also laughed when I expressed my frustration. I am totally shocked and disappointed by this horrible service. I asked for a manager previously but never heard from one. I also emailed adt's website's customer care email and didn't get the reply. What more could I do? I still want to speak to an area manager!