Poor service and response

I have had two panic services installed in two houses on the farm, for my family's safety. We reported the one box not working and a tech came out on 4 Aug 2020. On 25 Aug 2020 my wife received a call to say box is faulty and needs replacement and we have to pay due to water damage. This is questionable, but the point i tried to raise with customer service was that my family was exposed from 4 to 25 Aug with no safety device. When i tried to contact management i was passed from the one to the other department and when eventually due to me being resourceful with internet while here in USA, the technical manage ca,me back via email without even a apology, just that it would be looked into. The fact that we have been without a service meant nothing. I feel the only reason they came back to us on 25 Aug, was to get extra money in that month. When you call, it is impossible to speak to management and even if you complain, you will get treated like dogs...t. I explained i am in USA and my family , women in two different houses are alone and i need them to be safe, it was of no importance. Well, i made a decision to cancel their service and go somewhere else. The competitor responded within a hour and has already been to the farm to do a assessment and do the installation. I feel that Atlas security does not feel a bit about my family's security and they they are only after the money. With all these farm attacks in SA, I would think they would be a little more responsive, but clearly not. Its just another big company exploiting peoples need to feel safe. Due to my personal experience, I would not recommend Atlas Security service to any of my friends or anyone who asks my opinion. Try and see for yourself if you can find any management's contact details on their web page, all you get is the call center. To me its that even management just cares about the bottom figure and not care about listening to their clients complaints at all. The email I received back from the technical manage he tried to tell me about safeguarding they installed on site , even though i knew that the service didn't work and that the technician himself told my family that they received alarms from the unit and perceived it as faulty and therefore dint respond. My question is, what if my elderly mother needed help and used the panic button, would there been the service they promised when they sold us the system, well i can say due to the evidence and facts, no!!!! All answer would been the topical answer you get when someone under delivers, "Sorry sir". Why should we accept bad service or in this case, non existing service and still pay for it? So why pay and support a company they lies and don't sell the service about security that they promise and advertise.