No where to be found when needed!!

We moved security companies about 2 years ago and signed up by Dunmar, which was good at selling the product and then it stopped. About 2 weeks ago the house alarm went off and they sent an sms but never responded by coming out to make sure that everything was fine. We called management and we're advised that this will never happen again and received an apology and we're told that this will be dealt with internally. Today, again the alarm went off and once again no vehicle was sent to come see if everything was ok. Just an sms was sent. We called the number that we were given and spoke to a James that did not care to much as to what we were saying. We advised the alarm went off and no response vehicle was sent. He just said that someone will call tomorrow. Let's see. We pay for the peace of mind that if we need help that there will be, but Dunmar has proven to not be reliable ?