"During the property fee calculation, I discovered the previous owner owed 8,000 yuan in property management fees, preventing the property management from processing my ownership transfer," recalls Ms. Chen, a resident who still feels anxious about her previous home-buying experience. In Jinan, home buyers like Ms. Chen encountering property transaction traps are not isolated cases. Issues such as "unpaid property fees," "fake listings," and "no post-sale support" have long caused many people to stumble on their path to homeownership.
As a real estate service platform deeply rooted in Jinan's market, KE Holdings Inc. understands buyers' concerns. Recently, the company officially launched its "Real Guarantee" comprehensive service protection system, evolving from "real listings" to "real guarantees," accelerating the development of various protection capabilities on its platform and advancing service commitment implementation to build a "full lifecycle" residential protection network for Jinan residents.
**KE Holdings Inc. Plugs Transaction Loopholes, Shifting from "Passive Rights Protection" to "Proactive Coverage"**
In real estate transactions, "commission skimming" has been a persistent consumer trap. Some intermediaries exploit information asymmetry between buyers and sellers to earn price differences, which not only violates fair trading principles but also creates trust crises for many home buyers toward intermediary services, sometimes even causing them to lose confidence in their city due to poor purchasing experiences.
Last year, resident Ms. Liu encountered a "price difference trap" while house hunting through an intermediary. The agent informed her that a two-bedroom apartment was listed at 1.92 million yuan, but she accidentally discovered the same property listed at only 1.88 million yuan on another platform. Upon verification, the owner's actual listing price was indeed 1.88 million yuan, and the intermediary was attempting to earn a 40,000 yuan difference by concealing information.
To completely eliminate "commission skimming" practices, KE Holdings Inc.'s Jinan branch launched three platform-level commitments in March 2024 in partnership with new brokerage brands: "Real listings, compensate 100 times if fake," "Full commission refund if transaction fails," and "Advance payment for property fee arrears." The company also established a 100 million yuan guarantee fund pool.
The "Real Guarantee" system's implementation relies on solid support from "1 standard + 2 capabilities + 100 million yuan guarantee fund": "1 standard" covers comprehensive processes from listing entry, contract signing, transaction services, to commitment fulfillment, ensuring every service step follows established procedures; "2 capabilities" include product technology capabilities based on property databases and big data risk control, plus operational management capabilities built through training, supervision, and assessment to identify and mitigate transaction risks in advance; "100 million yuan specialized guarantee fund" provides confidence for "dare to promise, dare to compensate," enabling rapid response and timely resolution of consumer disputes.
**Extending Guarantee Chain: Making "Transaction Completion" the "Starting Point of Peace of Mind"**
Buying a home is just the beginning; living peacefully is the key. Beyond plugging transaction loopholes, KE Holdings Inc.'s platform extends "Real Guarantee" to after-sales services, addressing buyers' pain point of "no one to turn to when problems arise after property handover."
After the three platform-level commitments were implemented, in March this year, Ms. Zhao experienced water leakage in her second-hand home's attic purchased through Lianjia Jinan due to continuous rainfall during the rainy season. Upon receiving feedback, the agent immediately reported the issue. After verification, the situation qualified under Lianjia's water leakage service commitment. Ultimately, following the "maximum 10,000 yuan compensation for post-handover leakage" rule, Lianjia compensated the consumer 10,000 yuan for repair costs, promptly resolving the after-sales issue.
To ensure after-sales protection, KE Holdings Inc.'s Jinan branch established a "full-cycle property quality screening" mechanism: Before transactions, agents conduct "ask, judge, photograph" leak inspections; During transactions, contracts clearly stipulate property quality clauses, alerting buyers to potential risks; After handover, the platform provides 1-year main structure leak protection and 2-year property fee arrears protection, allowing buyers to directly apply for compensation from the platform if issues arise.
Data provides the most compelling evidence of service effectiveness. In recent years, KE Holdings Inc.'s Jinan branch, in partnership with new brokerage brands, has cumulatively invested over 31.55 million yuan in service commitment guarantee funds, with monthly service commitment fulfillment rates consistently stable at 98.5%. Behind these figures lies the platform's adherence to "keeping promises" and precise response to consumers' "secure homeownership" needs.
Today, with KE Holdings Inc.'s "full lifecycle" service guarantee system implementation, the company not only brings more secure transaction experiences to consumers but also drives the real estate transaction industry toward high-quality service transformation. Moving forward, KE Holdings Inc. will continuously optimize and upgrade its guarantee system, helping more families have fewer worries and more peace of mind on their homeownership journey, jointly advancing the beautiful vision of "housing for all, quality housing for all" into reality.