When we need them, they respond after 16 minutes

On the 25th of Oct, at 1:42 we’ve had an intruder that has maliciously damaged our property. We have pressed our panic button immediately however, unfortunately ADT arm response only arrived 16 minutes later. Their excuse was that they drove to an 8th street instead of 8th Avenue. Their operations manager told me that it’s a reasonable human error. It was a life threatening situation that luckily only resulted in damages to our property. ADT as a compensation gave us 3 months service free, however we see that we can’t trust them when we actually need their urgent response. There is no justification to wait for 16 min during the night when there is no traffic especially since they knew there is an intruder trying to get in.