Poor Response times

Good Day

I would like to bring to your attention the utter dissatisfaction of services rendered regarding the feedback and response times.

On the 19th of April 2022 I contacted your control room at around 01: 43am as there were 2 people standing Infront of our main gate which trigged the electric fence. I left work from Boksburg to attend to it and to my surprise I got there before your response vehicle. Whilst driving around at around 01:56 I noticed lights at the end of the road which is the next street. I proceeded to that direction and found and ADT response vehicle stationary. I stopped next to him to and asked why he was stationary when a panic was pressed and he was waiting on the next road to which I was given the response the call centre did not notify him that it was a priority call.

Firstly , it's a panic signal and it was only attended to 12minutes later, whereby the vehicle did not come to the premises but stayed on the next street, probably waiting for the police to attend to it first or waited for backup.

If this is the case , there is no point in paying for ARMED RESPONSE when nothing is being responded to until some sort of backup arrived as 12 minutes could be more than enough for any event to take place.

This morning (25/05/2022) a panic signal was sent through again as a vehicle was parked outside the house and my mom was leaving for work around 5:35am. This is where it gets very interesting.

At 05:38 am I was contacted by ADT call centre and told the agent to send a vehicle out of which she said she will do.

At 05:51am (13minutes later) I was contacted by the call centre (thinking this will be a call for feedback) stating that they received a panic signal. I told the agent that I requested the vehicle to be dispatched the first time I was contacted however this clearly wasn't done.

At 07:14am (1hr 30m later) I was contacted by the call centre to say that the officer went to the scene at 06:20am (which means the PANIC SIGNAL was only attended to 1hr 22min later) and found everything was fine and he could not gain access to the property due to the electric fence.

If I calculated correctly if anything did happen your services allowed 12 minute for a crime to take place , and an additional 1h30min for the ********* to get away with it. Meaning they could be in Pretoria by the time you responded to the call.

Kindly explain how your services work as this is by far the worst response time there could possibly be. If you are unable to explain kindly get an agent to contact me for the termination of the contract.