Terrible service from Fidelity ADT

There was attempted Burglary at My father and mother in law's house in Mamelodi last night. (Address: 18894 Malema street Mamelodi East Khutsong). Panic button was pressed at 23:30. They then called their daughter (my wife) and she contacted ADT at 00:00 to check how far or when will they send their respond vehicle and they said their respond vehicle was on their way, contacted them again 00:10 and they said the same thing, contacted again at 00:23 and they said respond vehicle is 5 minutes away. We kept on checking with the parents via telephone and the respond vehicle only arrived on side at 02:30. The respond guy told them that he's scared to respond at Mamelodi alone. My question to Fidelity ADT is that how do we have to trust them as security if their respond time is so terribly. Imagine pensioners over the ages of 70 being attacked and security company that they are paying monthly to respond when they have this types of issues responds after 2 hours. I also failed to understand why the control lady that we spoke to keeps on lying to us about the respond vehicle ETA Or is how their seniors train them to LIE to their client. They promised people lot of positive things when they want them to join them but their actions are totally opposite.

Their service does not worth the amount of money that they are charging. Good luck with your Terrible and Poor service Fidelity ADT. Please stop lying on your web site about how punctual you are.

Imagine the trauma of pensioners hearing their security door being cut with the grinder by *********. I require that this matter be escalated to people in charge as I feel my in laws rights to service they are paying for were violated.

Yours Erick: ***.