EPR seems to care little about safety

I moved into a new house and took over the EPR response and alarm service. We paid our part. Then, when checking the emergency bottons that EPR installed, we discovered none works. We phoned them twice to report this. It is now 48 hours later and nobody came out. They seem to grab at any opportunity to bill extra money, but when it comes to maintaining what they installed and ensuring the client is in a position to signal help when needed, they don't seem to care at all.