Ken Lau in Sherwood Park

I have been with the same company for over 10 years and ADT-Protectron bought out the company I was with last year. I had no significant issues with them until today. A friend set off my alarm opening a front door when nobody was home. I was surprised that I didn't get a call on my cell phone. When I got home, there was a voicemail on my home phone 4.5 minutes after the alarm went off. I contacted the monitoring station to see why it took so long for them to call and why it didn't call any other numbers. After the agent couldn't tell me what the protocol was or what was considered an acceptable response time was, he passed me to a supervisor who would know. This is when the shock began. Paul was about as rude a person, let alone someone representing a company in customer service, as I've ever had the displeasure of speaking to. The excuses flowed right from the start. The two most appalling statements he made: 1. It's Easter weekend so many more people are cooking, leading to many more fires. Fire alarms take precedent over burglaries or home invasions so those calls are dealt with first. He kept asking me how I would feel if my (or my family's) house was burning down and they took a burglary alarm first. I told him it was not a either/or situation as I would want a company that had enough staff to deal with both, not one or the other. 2. He told me that a home alarm is a deterrent to burglars, not to stop them from taking my property. Interesting take in that some companies like Alarm Force seem to promote that their company is about protecting people during a burglary / home invasion. Paul started getting increasingly aggressive and rude and eventually hung up the phone saying there's nothing else he can do. Apparently the issue is now escalated and I will be getting a phone call in the next 2 business days. I'm not expecting much given how this has gone so far.