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:09/05/2023

  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.

  I am a lead in the Jemez Valley, ** neighborhood. I have contacted NextDoor through their customer service form at least eight times and have been unable to have our issue resolved. There are two leads in our neighborhood and every time a neighbor reports content as violating ******************** guidelines, myself and the other lead vote on if the content should be removed. We have never been able to take down content, even when it is a privacy or safety violation, because "more votes are needed". However, there is no one else to vote. I've tried to have more Leads added to our neighborhood, I've tried to have reviewers or moderators added, I've nominated people, we've had people request to become moderators. Nothing. This has been an issue for at least a year and we've been trying to get this resolved with NextDoor since at least June. All we want is to be able to remove content when it violates the community guidelines. Please. Whatever needs to happen to make this feature available to us. If I could have gotten this resolved via the standard routes indicated on the NextDoor website, I wouldn't be filing a complaint here.

  Business Response

  Date: 09/12/2023

   We don't add Leads or reviewers singularly to neighborhoods any longer. I asked our support team to reach out to this neighbor with information about her situation.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20558435
  
  I am rejecting this response because:

  It compromises the safety of individuals using your platform. A day before receiving this BBB response, we had a moderation reviewer added to our neighborhood (THANK YOU WE ARE VERY GRATEFUL). This indicates to me that there is a level of control you have for adding new moderators and leads. I am thankful for NextDoor's action in adding a much needed moderator to our neighborhood. I rejected the response NextDoor gave here because it is not accurate and I wanted to make sure others in my position knew NextDoor does have the ability to assign another reviewer in a neighborhood with only two reviewers, especially when safety and privacy are being threatened in a neighborhood. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:09/01/2023

  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 am a victim of organized stalking. Victims of this crime are advised to take pictures of a perpetrators pattern of stalking behavior. In this case, a perpetrator poses as someone merely walking her dog, but times it in a way where it occurs every time I leave my house to show that my activities are being illegally monitored. Thus I snap pictures of her to establish my legal case. Nextdoor gave her a public platform to complain about me taking this picture, and allowed her group of criminal stalkers to imply that I, as a private citizen, must be a criminal who wants to steal her dog and commit crimes, or a stalker, or a mentally unstable person, and that I should be doxxed and publicly humiliated. That a flash mob should be organized in front of my house to stalk me between 8 and 830 in the morning when I take my child to school. And that people should carry pepper spray, air horns, and pack guns when Im around me. And that I am white and thus must somehow be a racist as well. This website is encouraging dangerous behavior from the community by allowing someone to complain when I am defending myself from stalkers. This website should not profit from defamation with actual malice, or criminal stalking, This is causing me a lot of distress as i so suffer from horrible depression. This is intense emotional distress for me to have more than 100 people talk about how they will dox me and flash mob me as I take my child to school in the morning. There is no where to ask to have this post taken down! Stop profiting from defamation that would involve punitive damages!

  Business Response

  Date: 09/08/2023

  This neighbor has submitted a report to Nextdoor and we have investigated and taken the proper action.

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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.

  Phishing, Identity theft, violation of the CAN SPAM ACT of ****. Refusing to divulge where my information was acquired from, refusal to remove it from company records.

  Business Response

  Date: 09/08/2023

  We don't have any record of an account using this email address.

• Initial Complaint

  Date:08/30/2023

  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 company needs to review its unsubscribes for their emails. I have unsubscribed close to 10 times and continue to receive emails from this company. I would like for them to stop.

  Business Response

  Date: 09/07/2023

  We've deactivated the account for the neighbor. 

• Initial Complaint

  Date:08/30/2023

  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 is incosistantly applying there policies related to names on the site. The requirement is that a user uses there real first and last name.This past week after 6 years of being on the platform my wife was banned from Nextdoor, but a cursory look at users posting you can clearly see that many users do not use there full first and last names on the site.Also it would seem that nextdoor moderator content is based on community members, and not a moderation team this provides the opportunity for discrimination and inconsistent moderation, leading to the comments liked by the moderator to be left even when they clearly violate the documented policies.

  Business Response

  Date: 09/07/2023

  We don't have an account under this email address.

  However, please report this to Nextdoor Support, which you can do here:  ****************************************************************************

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20542051
  
  I am rejecting this response because:

  Please check *********************

  I am still asking for confirmation that you are enforcing your policies consistently and fairly and not arbitrarily enforcing for some and not others this allows for abuse and discrimination on the part of Nextdoor.

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

  Business Response

  Date: 09/15/2023

  If neighbors aren't using their real first and last names, please report them to Nextdoor Support here: ****************************************************************************.

  In order for us to help, your wife also needs to write into support. Nextdoor Support can't handle her situation through your account.

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20542051
  
  I am rejecting this response because:

  This should be a simple process as anyone using an initial is not using their full name according to your own documentation.

  it is clear that NextDoor is not following its own rules, I I am going to give up on this and just start sending emails to each Attorney Generals Offices and maybe if they start to ask you to enforce the policy then you will comply or change the policy.

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

  Business Response

  Date: 09/25/2023

  You can also reach out to Legal here: Nextdoor (c/o Legal), ****************************************************************************.

• Initial Complaint

  Date:08/29/2023

  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.

  Repeated attempts to contact Nextdoor regarding unverifiable members that are posting to instigate political arguments unrelated to the neighborhood. No way to remove the members, no way to verify they are using a real name. I asked to shut down the Nextdoor neighborhood completely but never heard back. As the Founder of my neighborhood I should be able to. Its disconcerting and creepy that you have no way to talk to a real person at Nextdoor. The app is not helpful for Leads to manage unruly members.

  Business Response

  Date: 09/07/2023

  We are in touch with this neighbor about possible solutions.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20540985
  
  I am rejecting this response because:
  The business is not allowing me do delete the neighborhood I named and started on their platform. 
  They told me I could delete my personal account but not the neighborhood I started. 
  

  My concern is that there is no way for me to verify that the people that join actually live at my *********************** community. 
  I have responded that as an alternative they should allow me to change the name so it is not associated with the **** I feel that my request is a reasonable solution.

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

  Business Response

  Date: 09/15/2023

  We're still in communication with this neighbor. Neighborhood names are official and not randomly associated names. The neighbor can remove her account if she wishes. She can also report to us those who she believes are not real neighbors. We have a verification system and in order to be on the website, they would've had to verify their account.

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20540985
  
  I am rejecting this response because: The fact that once you create and name your neighborhood you are not allowed to delete it was not explained at the time you sign up. At the beginning the Lead ( founder) was in charge of verifying each member. At some point they no longer allow this which creates a problem. The business says they do the verification. I believe its not a secure method. I dont recognize the recent members as being neighbors of my community. It is extremely difficult if not impossible to remove a person even though they are clearly using the platform to instigate existing neighbors. There seem to be no safeguards in place to prevent trolls from joining or remaining. 

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

  Business Response

  Date: 09/25/2023

  There was always a verification process on Nextdoor. We did not have only the Leads verify neighbors. As has been stated, if there is a belief that some neighbors have verified and don't live in the neighborhood, please report them to Nextdoor. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20540985
  
  I am rejecting this response because:
  The methods used to verify neighbors are insufficient. The business lacks implementation of security measures that prevent people from joining our neighborhood that do not live in it. On a daily basis there are several people joining that are unknown. A lot of names seem to be fake. Please address this.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/25/2023

  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.

  This company has been billing ** for months, we tried to cancel three times by responding to their bill receipt, but the email is conveniently "NO REPLY" email. we tried sending messages to the contact us email link at the bottom of their site and it keeps giving us error messages when trying to submit their form. I have photos of this.I need this account closed and reimbursement for at least three months. paid them over $600 for 6 months with ZERO calls or leads.

  Business Response

  Date: 09/01/2023

  This was handled in Nextdoor Support.

• Initial Complaint

  Date:08/19/2023

  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.

  The date is 08/19/2023. I downloaded the Nextdoor app because of the benefits of local networking and utility. I tried to create an account through signing on through my ****** account and get banned because of my name. My ****** account doesn't show any inaccuracy concerning my name, info, etc. I express my issue to the Nextdoor app team. This issue isn't a big deal, while slightly frustrating I feel the team would assist me. I then see tags as if I'm being profiled or labeled, specifically as ************** Groups" which is where my issue is. Idk for sure or why I would be labeled this way. Sadly I won't let this go. The teams running a social network platform eventually lean one way or another politically and morally. It's not easy to run a network like said platform, the team has much to learn. Sadly I can't forgive the fact I was profiled or labeled ************** Groups" I can't even use the app. I would like the business to contact me. I would like some clarity, but it is very likely I won't remove this report. People need to be aware of how carelessy others will label or profile them. I look forward to contacting the team. Thank you for allowing my voice to be heard BBB

  Business Response

  Date: 08/28/2023

  The neighbor is trying to use the name *** The Builder, which is why they cannot. This is in bad faith.

• Initial Complaint

  Date:08/17/2023

  Type:Product 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 have 'hit' the unsubscribe from Nextdoor button not less nine (9) times but still get Nextdoor notices almost everyday.

  Business Response

  Date: 08/24/2023

  We have deactivated his account.

  Customer Answer

  Date: 08/25/2023

  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:08/17/2023

  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.

  The company Nextdoor.com, Inc. provides a social network service with community guidelines that limit the posting of misinformation and a goal that the service can be self-moderating. Last week this user notified the site with several concerns about recent posts by an elderly member ********************* on August 15. The content of her posts included several factual errors and typographic mistakes that were deemed very likely to distract or confuse readers. These errors are found on a service page at *******************************************************************. Some individuals in these posts are mis-credited including **** who is responsible for plant production, **** who performs watering or other maintenance and ***** who supervised a shed restoration project. The content also include mis-spellings the company name, ******* when ***** is correct, as well as some redundant material and a misleading statement about the included delivery service. Multiple times in the past week these erroneous posts were reported, but community moderators or site administrators have yet to review the content for removal. As of today ************ reflects confusion over how to edit and delete her own content after we inquired about making corrections yesterday. Please help us reach a more responsive agent at the company who will take action to remove **************** posts to revise and correct the service page above. Thank you for assistance in resolving this service issue with Nextdoor.com.

  Business Response

  Date: 08/24/2023

  This needs to be handled with Nextdoor Support.
  
  Please send an email here explaining the situation: ****************************************************************************.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20484820
  
  I am rejecting this response because: A request was made last week at the Support link provided but there is no confirmation message from Nextdoor that the two posts from *********** were fully removed from the business page? Once we receive this confirmation there are a couple of technical problems on that page that require support from site administrators.
  

  Business Response

  Date: 09/01/2023

  There's nothing that we can do from here. This has to be handled through Nextdoor Support. Stay in contact with the support team.

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20484820
  
  I am rejecting this response because: Although an agent claimed to have addresses the first issue of this complaint there is a second issue that requires attention: the business profile includes services that are no longer offered this year. Those services  (IRRIGATION, LIGHTING and STONE REPAIR) should be removed from the business page entirely to prevent confusion. The site will not let us delete from that list of services for some reason. Can you find an agent at Nextdoor who will remove them for us?

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