Unacceptable response time

I have serious concerns.<br> <br> On Friday 6th March we activated our panic button on the alarm keypad at 17h17. ADT called one of our managers, and left a message on his cellphone. Unfortunately he was on the phone at the time, so did not receive your call.<br> <br> At 17h35 we activated our panic button on the alarm keypad for the second time. We received no call from your call centre.<br> <br> The response vehicle only arrived at our premises at 17h55. When I complained to your call centre I was advised that a supervisor will call me and explain?? He/she has not called yet.<br> <br> The time from the first panic alert to the time that the vehicle arrived was 38 minutes. This is unacceptable, especially since we had a ******* on Wednesday 4th March. ADT claims that the alarm was not activated, however the reliability of your reporting and response is now very questionable.<br> <br> I called your call centre again this morning to speak to a supervisor, but was again told that he/she has to call me back.<br> <br> I am waiting to hear from them????<br> <br> I await your urgent response to the above.