Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1 2023 a neighbor in our community sent a poll about something in the association to be filled out thru Next Door. I filed it out and in the next few days receive a lot of E Mails from Next door and unsubscribed to every one from them and they still keep coming six weeks later unsubscribing to every one.

  Business Response

  Date: 12/22/2023

  We have deactivated this neighbor's account. 

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nextdoor closed my account for one year. I have that in writing from them via email. I have contacted them two times and they have not verified my contact, and have not contacted me to reinstate my account.They temporarily closed it on 12/06/22 I did contact BBB when they closed it stating I disagreed with what they were accusing me of.Are they now not going to reinstate it one year later due to retaliation for contacting BBB?

  Business Response

  Date: 12/22/2023

  The neighbor needs to contact Nextdoor Support if they would like their account reinstated. 

  ****************************************************************************

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21023483
  
  I am rejecting this response because:

  After Nextdoir responding to the BBB, I did contact them via their link given here on December,  23 ,2023.

  I have not heard from them as of this date of December,  26, 2023, 9:50 a.m.

  I also attemped four times prior to contacting the BBB.

  I believe I am being retaliated against due to my disagreement with them on why they suspended me for  me for a year. 

  To Nextdoor,  just say the reason why after five attempts of me contacting you, you have ignored me instead of not following through on my account being able to be reinstated on December,  6, ***************************************** on December 6, 2022.

  I still have that original email from you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This time I am permanently suspended. Why? Because I defended myself against a group of people that constantly target me? I have reported two people in particular that have been harassing me for a very long time. Somehow when I am getting attacked, it seems to be me defending myself, I report them & next thing I know I'm suspended for 30 days or this time permanently suspended from nextdoor. The moderators are totally bias and racist. They say no bullying or discrimination yet they allow their moderators to do it. This gentleman was coming at me with insults and obviously disrespectful. I have been in contact with corporate for a bit and I've been informing them of the discrimination and bias behavior by moderators on nextdoor. This gentleman actually made a discriminatory post targeting me and other non villagers, obvious discrimination. I reported it and all the disrespectful & targeting comments about me specifically, yet those comments still remain, the post still remains and I am permanently suspended. The VICTIM gets permanently suspended as the racist and prejudice villagers stay. Nextdoor is a racist site and they punish the innocent and allow the guilty to stay. It's disgusting and sites like this need to be shut down. Here I have been emailing corporate telling them about this behavior and I get permanently suspended. Guess they want me to stop talking. Keep this discrimination to myself. Never! Nextdoor doesn't abide by their own rules and allows moderators to judge comments on people they despise. Anyone could see where this site is going. I want my account taken off permanent suspension and my account back up and I want these 2 people I've been reporting you to permanently suspended like you did to me unfairly. This isn't right & that's why I've been coming to you informing you & then nextdoor moderators with their sweet revenge. Permanently suspended me.The training for moderators is shady as well. Teaching ************************

  Business Response

  Date: 12/20/2023

  Neighbor is fairly suspended and has been suspended many many times before. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21021812
  
  I am rejecting this response because:

  Bias moderators.  While I was permanently suspended,  the violators that I was responding to in my defense of their attacking me and my character,  telling lies about me and even went so far to write a decrimitory post about non villagers, remain members.  ************ has been harassing me and stalking me for countless months. I have reported her time and time again,  nothing happens. Then the gentleman that made the post constantly insults me. As ************, I reported him as well and he too doesn't seem to "break the rules." Bias moderators. If you did your job to protect me on your site, I wouldn't have to constantly defend myself.  Nextdoor reviews are horrible!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2023

  Nextdoor moderators can't suspend neighbors. Suspension is handled within Nextdoor Support. Agents create investigations on the account and handle that. So this isn't a moderator situation.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21021812
  
  I am rejecting this response because:
  I read Nextdoor reviews and I see discrimination is a common complaint.  The reviews sound exactly like mine and I'm not the only one saying Nextdoor is bias. Terrible rating on ****** and even BBB. So the proof of my complaint is right in Nextdoor and BBB reviews & Complaints. Nextdoor permanently removed me because I spoke out and told the truth about their Website. Bias moderators and BTW I was never permanently suspended before..permanent means forever. So obviously this is my first permanently suspended. I had several 30 days..but never permanently.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I must convey my deep sense of fear and vulnerability as I write to file a formal complaint against Nextdoor. My concern stems from a severe privacy breach and the unauthorized sale of my personal information on their platform.Despite addressing and apologizing for any prior issues leading to a suspension, Nextdoor persists in retaining and potentially selling my personal data without my consent. This blatant disregard for user privacy has left me genuinely terrified and deeply disturbed about the security of my information.I urgently implore your intervention to investigate this matter thoroughly, ensure the immediate deletion of any personal data associated with my account, and halt any unauthorized sale of my information. It is my fervent hope that Nextdoor promptly rectifies this situation and aligns with the highest standards of user privacy and security.This complaint is made with a genuine sense of fear and vulnerability, and I appreciate your prompt attention and action to address this alarming situation. About the proposal ***** to keep my information for one year, especially considering privacy concerns. It's challenging for me to accept such a prolonged retention period. I already told my messages isn't meant inappropriate at all. If that's what Nextdoor is concern suspension!

  Business Response

  Date: 12/20/2023

  We have asked our support team to go ahead and fully delete his account. 

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 15, 2023, my account was suspended for discussing national news. This is a product of Nextdoor's biased moderation process and double standards. The original post was a news story about the destruction of a menorah which took place outside of the neighborhood. The neighborhood is located in Marin County. The story referred to vandalism in ******* (Alameda County). It attracted national and international attention, so the original post itself was a reference to national news and politics.Other people who commented on the post with references to the history of ******** creation simply had their posts removed. My account was suspended simply for disputing the original poster's assertion that "Anti-zionism creates antisemitism. "Nextdoor promises to allow the user to appeal the decision, but simply posts a form letter-style announcement announcing that the appeal has been denied 24 hours afterwards. Accordingly, I demand that my account be restored immediately.

  Business Response

  Date: 12/20/2023

  This neighbor's account has been suspended multiple times in the past and he's been muted a high amount. He appealed his suspension, which is looked at by Nextdoor Support and his appeal was denied. It was a correct suspension.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21019846
  
  I am rejecting this response because:
  The previous time my account was suspended, the reason NextDoor gave was an article I posted from the Journal of the ***************************** The NextDoor staff said it was  medical misinformation. Now NextDoor is citing their past incompetence and bias to justify their present incompetence, favoritism and dishonesty.  
  

  Sincerely,
  
  ***********************

  Business Response

  Date: 12/22/2023

  Two different suspensions. This time it was for posting about non-local politics, which is a violation.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21019846
  
  I am rejecting this response because:
  I posted items about national politics in the group "National Politics and Elections." This is yet another example of the incompetence and arrogance of Nextdoor's staff "moderators."

  Additonally, the comments I posted were marked with an option for appeal, but my account was not reactivated until the appeal period had expired. They add insult to injury with their horrible and biased system.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nextdoor has a serious problem with biased moderation. It's well documented on this website, on the Apple app ratings, and by neighbors within the app itself. The bias is particularly troublesome when it comes to sexism and racism. I have reported such content and moderators who vote to keep it repeatedly. As a result, Nextdoor removed my moderator privileges so I could no longer see which moderators vote to keep racist/anti LGBTQ/misogynistic comments. Regular users therefore cannot make use of the "report for biased moderation" option in reporting a neighbor directly to ND Support. My account has also been suspended 30+ times this year ever since I created a post reminding neighbors that *allegedly* ND's community guidelines do not permit prejudicial comments. Today, I created a group for neighbors to discuss their experiences with moderator bias, sexism, racism, etc. and to expose the problem moderators. Instead, Nextdoor Support suspended my account for 30 days because the comment in my group was Disrespectful. My comment simply described the purpose of the group and did not address or identify any individuals. Over this past year, ND has suspended my account for comments that weren't even mine. They have permitted moderators themselves to personally attack me, to keep content that personally attacked me, and to remove my comments defending myself. I've experienced this, but I've also received feedback from other neighbors, especially women, with the same experience. They have also stated that reporting biased moderation has resulted in no change or even backfired. The company's own support team seems to enable and even practice biased moderation. Ironically, the most abused Community Guideline is about respecting your neighbors. Respect is relative and varies based on culture, region, generation, upbringing, and several other factors. Why are a handful of anonymous strangers deciding what is disrespectful to another person or group of people?

  Business Response

  Date: 12/20/2023

  Neighbor's Lead status was revoked for constant Guidelines violations. We gave the Lead a lot of chances to stay as Lead, but neighbor harassment and overall incivility caused ** to remove it, as well as the multiple times we had to suspend the account. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21019198
  
  I am rejecting this response because:

  This is no way addresses the sexism, racism, prejudice, and biased moderation my complaint was actually about. Im aware and even stated my account was suspended multiple times due to bias by moderators and ND Support, who repeatedly ignored my complaints about biased moderators. I only have about ************************************* fact, I have a very gracious email from a Nextdoor Support supervisor who acknowledged my concerns and apologized for how her staff mishandled them. You dont allow people to view how the moderators are voting, so how exactly are they supposed to make use of reporting a neighbor for biased moderation? Once again, I created a group to discuss community concerns with biased moderation and my account was suspended for being Disrespectful. If this isnt just a move for ND Support to stifle the valid concerns of its customers and prevent us from taking action, how do you justify suspending my account? The group I created is private, so it certainly seems like ND made sure no one could communicate their issues since no one can join the group without my approval.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/22/2023

  Guidelines are upheld even in private groups. If we feel that neighbors are attacking other neighbors, we will take action. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21019198
  
  I am rejecting this response because:

  Your reply only serves to exemplify the inherent fault in Community Guidelines for disrespect: determining what is or is not disrespectful based on YOUR FEELINGS is fundamentally biased. Furthermore, you revoked my access right after I made the group and before anyone could even be invited into it. Since it is a private group, no messages can be exchanged since it has only me as a group member. My only comment in the group is to explain its purpose: to discuss legitimate concerns with biased moderation. For some reason, NextDoor found this to be disrespectful. Perhaps the group wouldnt even be justifiable if biased moderation wasnt such a huge problem.

  Now to return to my original complaint and the actual concerns youve since chosen to ignore: if community members cannot identify the moderators voting with bias, how exactly are they supposed to combat biased moderation? You allow people to report neighbors for biased moderation, but theres no way to provide supporting documentation because you prohibit anyone who is not a lead to view who voted on their content and how. So if you have a group of biased moderators who arent going to out each other, I guess the community just has to be okay with being judged based on favoritism, sexism, racism, cultural differences, generational differences, etc. Is this correct? If not, provide the solution for non-leads to address biased moderation. Thanks.

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on NextDoor for many, many years in each of the neighborhoods I have resided in under my true name ***********************. When I logged in to NextDoor I was shocked to see their notification that my account has been permanently suspended with the false accusation that I am not using my full real name. I have gone through their process of filing a complaint, I repeatedly received emails from them stating I must send them a copy of my driver license or passport to prove my identity. There is no way in heck I would ever send them copies of these documents due to the serious problem with fraud. And, it is against the law in ********** for a business, other than a bank and a car dealer, to require copies of these documents. Moreover, I provided them with the neighborhoods I have resided in and I gave them the link to my business website that proves I am using my real name. The way they are handling this is totally unacceptable and very suspicious for them to require a copy of my driver license or passport. I rely upon NextDoor to be in contact with my neighbors about crime occurring in my area. And, as a business person, it is shocking they would permanently suspend my account without checking with me first. I have provided them with my phone number (which I believe is required when you join NextDoor) and asked them to call me, they have not yet. They repeatedly send me emails requiring copies of my driver license or passport which is egregious.

  Business Response

  Date: 12/18/2023

  The neighbor's account is now active again.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** of NextDoor Support has arbitrarily decided to implement his own policy about addressing complaints of ******************** guidelines. As a former Lead in my neighborhood, I saw that complaints were not being addressed sufficiently by local moderator, with some utilizing their personal biases in whatever decisions they did make. As such, I started reporting matters to NextDoor Support. Most reps were pretty adept in their understanding of community guidelines as took appropriate action. Other reps were either woefully misinformed or utilized their personal biases which I would ask for supervisory review. Whenever, ******** would address my concerns, I would either get incoherent responses or he would belittle me into reporting to support. Last week, he seemed to have taken matters upon himself and decided to implement a policy that support was no longer addressing complaints of violations of community guidelines and that all matters were to be reported through the app. He also would prematurely closed cases out. I expressed to him and support several times that moderators were problematic and biased yet, support allowed those moderators to remain, yet retaliated against me and revoked my lead status since I have complained to other support supervisors about ********'s behavior. I know that NextDoor is going out of business but it seems as if ******** is disgruntled and perhaps is looking to do as much damage to the company before he gets fired.

  Business Response

  Date: 12/15/2023

  ******* asked the neighbor to report through tools which enables Nextdoor Support to quickly take action on neighbors. If the neighbor is going to report a Lead, please have examples.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have their app on my phone. I have had it for years and usually have no problems as of late I cant do anything in my account. Ive tried contacting somebody with no response from anywhere Ive sent anything theres no phone numbers to reach them and all I wanna do is be able to use the app, they have to have somebody whos responsible for issues that arise. Everybody have talked to cant figure out whats going on.

  Business Response

  Date: 12/14/2023

  We replied to the neighbor on December 7, but have not yet received any information back.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20981985
  
  I am rejecting this response because: 

  I am trying to reply to Nextdoor but the email address apparently isnt good because every time I try to send it I get a message saying that it couldnt send him so I dont know how to reach him unless its gone through and my email is telling me it didnt go through which that happened sometimes but I dont know I wish they had a phone number that we could contact them at this isnt working and I dont want to close the case until they get it fixed but I cant even get him the information he wanted the version of iOS I have a **** and I cannot send him a screenshot of anything because nothing pops up as far as errors. It just freezes up the screen and I cant move anywhere I have to get out of next-door going to another program come back into the Nextdoor let it kick me out of there  go back in then I can scroll down but I cannot click on anything soon as I do it freezes so theres no information I can send him other than that if you could pass along, I would appreciate it since it says my responses arent going through to him 

  Thank you so much.  

  Sincerely,
  
  ***********************

  Business Response

  Date: 12/21/2023

  Please contact support here: ****************************************************************************.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold my email address. The amount of spam I have received since creating an account has increase by 1000's of %.

  Business Response

  Date: 12/14/2023

  Nextdoor doesn't sell information. If you decide to click on an ad, we will share some information to help complete that transaction, but we don't sell anyone's address or email address.