Pathetic service!!!

Since the day we have started using Chubb we've been unhappy. In the beginning me and my wife was made to believe that Chubb is the go to company for security and alarm systems by the rep. After how many complains about there bad service and LACK OF RESPONSE within a acceptable time frame nothing has improved after numerous months of free service and after I insisted that a sms unit be installed in my alarm system, once again which they offered free of charge. Recently before my trip abroad I even offered to them that one of their response unit can stand off from my house, as i live in a very central region, which nothing came off once again. Tonight was the final straw! Our alarm went of at according to my sms unit 17:16 and the control room only phoned me at 18:26. Is that an acceptable time frame? I suppose for buglars yes, but certainly not for a security company of this calibre. I therefore demand a phone call from Chubb SA Head Office to make an arrangement with me on how to resolve this problem, or all my moneys back with cancelation of contract, or a alarm system upgrade so I know my house is safe. Services promised by regional management was broken and undelivered!