Poor service, no protection at all

I am not home and recieved a call at 5:30 from you guys that my alarm went off. The lady then said she will send someone to check it out since my mom and kids are home Till now no one has gone to the house to check This isn't the first incident, I once had someone in the yard at night and pressed the panic button. The guards came 1h30 min later This is unacceptable