Terrible response time

ADT took about 25 minutes to get to my house. When I questioned the response time I was advised that it could be due to loadshedding in the area. That's just complete nonsense. I was contacted by Carlos on the who if I remember correctly is a service manager on the 19th March who was then supposed to call me back with feedback. To date he has not done so. Last week I called the call centre to complaint about the fact that I am still awaiting feedback I was routed to Carlos who said that he tried calling me a few days ago which is a lie because I have no voice message or missed calls from him. I want an action plan from ADT in terms of my feedback and I expect an improvement in response time as you guys promise 8 minutes. I will be testing this regularly.