Controversies

Tenant complaint over unresolved repairs and lease termination

Issue disclosure

In a report by CNR, a tenant complained that Ziroom had not resolved reported Wi-Fi and flooring problems for nearly five months and refused the tenant's request for penalty-free lease termination. According to the article, Ziroom staff said repairs or a replacement were possible but that lease termination would incur charges. The company did not respond to the reporter's calls. The report presents the tenant's complaint and the staff's stated position without further details on the outcome.

央广网 reported a tenant’s complaint that Ziru had not resolved reported Wi-Fi and flooring problems for nearly five months and refused the tenant’s request for penalty-free lease termination. The article also reported that Ziru’s staff said repairs or a replacement were possible but lease termination would incur charges. The company did not respond to the reporter’s calls.

Landlords asked to cut rents or face contract termination, sparking performance disputes

In 2020, some landlords complained that Ziroom sought to lower managed rents on grounds such as market changes, and that refusal could lead to contract termination or disputes over penalties. Caijing interviewed multiple landlords and discussed the contractual arrangements, while the brand said it negotiated with landlords. This entry is limited to the reported contract and communication disputes.

Tenants criticize Ziroom over renewal price increases

Public backlash

In a February 2020 report, tenants of the rental housing company Ziroom criticized the company over high rent increases at renewal. The same report also described complaints from tenants about cleaning services and service fees. The coverage focused on tenant dissatisfaction with renewal pricing and with these ancillary services and charges, without detailing specific amounts, individual cases, or the company's response.

Ziroom tenants criticized the company over high rent increases at renewal; the article also reports complaints about cleaning services and service fees.

Ziroom responds to pandemic-era rent increase complaints

Company response

After tenants alleged that Ziroom was raising rents during the pandemic, Ziroom said the increases mainly arose when long-term tenants sought short-term renewals and that it had reached a consensus with tenants. It also said it had introduced discounts for short-term renewals during the special period.

Ziroom agent asks landlord to reduce rent

Issue disclosure

In December 2019, a Beijing landlord told Beijing Daily that a Ziroom agent asked her to reduce the monthly rent from 11,000 yuan to 9,000 yuan. According to the landlord's account, the agent said the company would stop managing the property if she did not agree to the reduction. The report described the request as a rent-reduction demand made by a Ziroom agent to a landlord, and the landlord's statement was the basis for the account. The event drew attention to the relationship between the rental platform and property owners.

Formaldehyde exceedances in rental housing trigger lease terminations and compensation lawsuits

In 2018, some newly renovated rental units operated by Ziroom were reported to have formaldehyde levels above the standard. The platform removed the affected listings and introduced testing and lease-termination measures. Several subsequent lawsuits supported tenants in terminating their leases and receiving partial compensation. A finding that formaldehyde levels exceeded the standard does not by itself establish that an individual tenant's illness was caused by formaldehyde.

Rent-loan arrangements and default signing process questioned

In 2018, media investigations found that Ziroom and other long-term rental apartment operators used rent loans, under which tenants took on installment loans while the platform received the funds in a lump sum, raising disputes over informed consent, use of funds, and risk allocation. This entry records the financing model and disclosure issues; it does not treat all rent loans as fraud.