Bad service rendered

I don't think I'm the only one experiencing the bad service from ADT security service. My alarm went off around 1 an, no call ,no response vehicle, nothing at all. I called their call center and enquired, the call agent told me they didn't receive a signal. I pressed panic while with her on the phone, still they didn't receive a signal. She asked if she can send patrol car, which she did. Around 5am I receive a call from ADT saying they received an alarm signal from my house. I told them there is no alarm that went off at my house at 5am. This means ADT only received the 1 am alarm signal at 5am. How effective and effective is their system. This is not my first incident with their system nit receiving signal more especially during this time of the month. This signal some system inefficiency. Do I need to call security company to get service? This is concerning and alarming . In real immergency of break in or *******,4 hours is the difference between life and death. If I cannot trust panic button or alarm to trigger response, then the entire point of having security service is defeated. A failure to receive and respond alarm signal and manually triggered panic is unacceptable and dangerous.