45 Minutes to respond to an intruder in my house...

Today at 16H41 I was lying down due to having had a headache the whole day. Our cat ran into our room looking positively ****ked. I wen to investigate and after walking around the house, the last room I went into was the kitchen. There I saw an intruder in my kitchen who when he saw/heard me he bolted outside. Where inside the house he was I have no idea.

I then shut the backdoor and locked it and hit the panic button. It took your control office at least 3 minutes (I am being generous now as I think it was closer to 5) to call me . I explained who I was and that there had been an intruder in my house. They said they would send someone. I then called the police who arrived after 10 minutes. I called your control office again and was told that some one had been there and everything was fine. This however was not the case as I had been standing in the lounge/dining room area waiting for someone to arrive. I was told someone would come out again. The police returned and we spoke then they were alerted to where the suspect had been more recently so they shot off. The police then returned with the suspect in the back of the vehicle. He was taken out of the back of the van and I identified him as being the intruder in my house. He was returned to the back of the van and then the police spoke to my neighbours and after a few minutes one of your vehicles slowly drove past and carried on driving but turned around and stopped outside my house. Your employee chatted and made a joke or comment to the police as he then laughed and climbed out and came to speak to me. He said he had just come on shift and that is why he was late.

When I complained a few weeks ago about your lack of being prompt when our alarm went off and my wife came home and waited for your guys to arrive - it was sometime before 08H00 and the armed response did not arrive. My wife then went into the house. What if there had been an intruder? Gerhard mentioned that the armed response guy was busy with an alarm. What was he busy doing with an alarm so early in the morning? How many vehicles do you have for response calls available?

Now, here is the very important question: Why am I paying you every month as an armed response company when it takes you 45 minutes to respond to our distress call? I can walk from one side of Oudtshoorn to the other in 45 minutes or from your office to my house and back in 45 minutes easily.

On your website, you claim to do these things but fall horribly short and with this in mind you clearly do not have my security in mind. I know I am stuck in a 24 month contract but if you are not doing what you are supposed to be doing, I should be able to cancel that contact as you are failing me.

With the shocking "service" you provide your paying customers with, had this been in Cape Town, your company would not have lasted 1 month. In Cape Town, our security company called immediately, and was outside our house within 2 minutes. Yes, 2 minutes - not 45 minutes...