VERY SLOW RESPONSE TIME

Today at 11:02 AM we received alarm activation SMS and almost at the same time a call from the Control room. I instructed them to send patrol and report back to me. At that point I was a couple Km away so I decided to divert and go to the house. I arrived some 10 minutes after I spoke to a Control room. To my surprise there was no officer yet attending to the alarm activation. At around 11:17 AM the officer arrived. I asked him why it took him so long. He explained that he was told to attend only few minutes ago. Some 10 minutes later Control room officer phoned back wanting to report that everything is fine. I was quite disappointed and tried to find out what happen so it took some 15 minutes attending to alarm activation. He was going in circles therefore I wanted to speak to the Supervisor. After a little pause he advised that both supervisors are in the meeting but he promised to ask one of them to contact me later. No one phoned back till now 10:00 PM. I am going to put to you this question. Is it kind a service that ADT and it's staff intend providing, projecting carelessness and dishonesty. BTW it wasn't the first time.