Worst security experience ever!

I have never been so disgusted in my life! You have a security company for protection, but when you need them the most they do not deliver on their promises! I have been with national security (Chubb) for 8 years, last night I noticed people in my yard and hit the panic button, they phoned first and I asked them to sent out reaction unit, after the promised 20min reaction passed they still did not show! When I phoned again to ask where they were I was dealing with bad attitudes, and the operator asked me to hold and after 5 min of holding the phone was put done in my ear! I will never encourage anyone to make use of these services! After being a loyal customer for 8 years this company has now lost my trust! They only showed up after 35min!