Thanks for nothing ADT

Pathetic service delivery from ADT. Last night we had an incident at our home that kept us locked inside and not knowing what was happening outside. We pressed the panic button and waited for a guard to come. After 10 minutes no guard has shown up yet and no one from ADT has called my Dad to ask if the panic alert was real. So my Dad then called the ADT service line to request for a guard to come and they assured him one was on the way. The guard eventually showed up 20 minutes after the call. Now, we stay on a busy (main) street, close to where the guard vehicles usually park and our house is easily accessible so they should have got to us much quicker than they did. The security guard took another 5 minutes to get out of his car before trying to gain access to out property. He poked his head through the gate trying to see if he can find anything and then he asked us to open the gate since he doesn't see the need to climb over the wall. We told the service desk that we are stuck inside the house and the power is off so the guard would have to climb over the wall as we cannot go outside to manually open the gate for him as we do not know what is going on. The service we received last night was absolutely pathetic. I expect my security company to show up within minutes when a PANIC is logged and I expect them to find the quickest and easiest way into my yard.