What a bad service

What a terrible service I received from ADT firstly I was at work, my panic button triggered in the house, they called me I asked them to send an officer to check my house, guess what: I arrived at the same time with their officer in the house 2 hours later after the incident.

Same week alarm triggered, but they did not call me. I called ADT after 1 hour they told me their officer was outside, unable to open the gate and get inside the yard.

Today again alarm triggered; they responded and told me the officer was on the way. I waited and waited 35 minutes later. I called back they told me the officer came and gave feedback that he had no access due to the high Wall, but he checked all was in order, but he did not call me to tell me his outside. These people have their padlock keys to access my premises in case an alarm is triggered; they have access. 2 hours later, after I complained that is when the officer came in and checked

Is this the kind of service I am paying monthly?