Shocking service and response times

This is regarding an alarm alert on Tuesday 17 November 2015. <br> After a break in two weeks prior, we were still nervous about our security. <br> At 15:55pm we got a call from ADT to say that our alarm had gone off. Firstly, the incorrect person was called first, leading to a delay in getting hold of us. Secondly, the ADT responder took almost 45 minutes to get to our house. This meant that if the alarm had been for a break-in, the people would have had ample time to clean us out. Thankfully, it was a false alarm, but the response was woeful. <br> Worse, when we informed ADT of this bad service, there was no reply, and still hasn't been. <br> However, using the same email address, we get very prompt replies when it comes to billing queries. It seems you're happy to take our money and not provide any service. <br> This is totally unacceptable from a service that offers '24hr instant alarm response' - as quoted from your website. We haven't been with you long, but will consider cancelling soon if we continue to receive subpar treatment like this.