Equity Residential Customer Service Issues

I reside at The Reserve at Potomac Yard in Alexandria, VA. We recently faced the challenge of a burst water heater pipe from the apartment above, leading to 8 days of displacement. The delay in maintenance responding - almost two hours on the evening of the incident - worsened the situation. The leasing office initially indicated that our rent would be adjusted for the displacement time and would help cover part of the increased utility bills due to equipment usage during repairs. However, these assurances have not been fulfilled even 13 days later. Moreover, this incident adds to previous water-related and maintenance issues we've encountered since moving in last April, including a prior water heater burst and a leaking HVAC unit. Despite all these challenges, our rent has been unexpectedly increased by $[redacted]. The leasing office also provided our lease renewal late and gave us only a 2-week window to make a decision, causing further frustration. I am seeking timely resolution and would appreciate assistance in addressing these ongoing concerns.