Nextdoor.com, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]

We apologize for the confusion on how to reach Nextdoor's support services. To directly address the issue, we have emailed Member at[redacted] on April 18, 2017 and asked him to provide samples of the content that he found to violate our Guidelines. Once we hear back from Member, we will investigate and take action if the reported content violates any of our Guidelines.
In the future, Member can always contact us at [redacted] and we'll follow through on any issues he may bring to our attention.

Response to Complaint ID: [redacted]
 
On March 11, 2017, we reached out to member in regards to their Nextdoor name, which did not contain a real last name. We requested a copy of a legal form of identification such as her driver's license, passport, or a current utility bill. Member followed...

up with us and expressed safety concerns with disclosing her real last name on Nextdoor. While we understand member’s concerns, we reiterated that our real name requirement builds trust and accountability and leads to more useful information sharing.
On March 14, 2017 member followed up with a copy of their driver’s license. On the same day, we reactivated member’s account and updated it to include her first and last name. Case was closed as resolved because we met member’s request to reactivate her account.

Complaint: [redacted]
I am rejecting this response because: It is against Nextdoor's own stated policy to complain too much, something that was supposed to be investigated.  There's an evident bias at Nextdoor, e.g. evidenced by the overwhelmingly negative reviews here on the Revdex.com's site alone, and while the complaints against me were baseless, e.g. complaining about posts in the Leads forum, my complaints about users such as [redacted] complaining too much in clear violation of Nextdoor's stated were not.  It is also evidenced in comments by fellow leads.  Furthermore, though [redacted], the one who also revoked my lead status, stated she would review my complaint about it, she has not even responded since her attached message from January 31.  Nextdoor definitely requires some improvement.
Sincerely,
[redacted]

Response to Complaint ID[redacted]
 
On February 21, 2017, Wendy contacted us because she was unable to register for a Nextdoor Account. Specifically, Wendy was told that she could not register because our system found that her address was listed in a registered sex offender registry. By the...

terms of our Membership Agreement ([redacted]/), convicted sex offenders, including registered sex offenders, and their households are not eligible for Nextdoor accounts. On the same day, we investigated and found that Wendy's address was no longer listed in the registered sex offender registry, so she was free to create a Nextdoor account.
 
On February 22, 2017, Wendy inquired about the information that lead to her address being added to the registry and how Nextdoor obtained such information. On February 24, 2017, we explained that we obtain this information from Family Watchdog ([redacted]), a free online database of registry information. Unfortunately, that company does not provide Nextdoor with information on why an address is placed on the registry.
We closed this case as resolved because we shared the information that was made available to us as users of the registry information service.

Complaint: [redacted]I am rejecting this response because:  I tried to contact [redacted] and that did not go through.  I tried to normal moderator channels and looking for other places to e-mail them at.  If its too hard to find the right e-mail this is a customer service issue on next door's site.Sincerely,[redacted]

I would like to drop this claim--I would rather keep a low profile and find another platform that is more user friendly and just plain friendly.
 
Nextdoor is just not a friendly environment and I do not have the energy to keep up with all of the drama. Nextdoor is a very hostile...

environment. I have been recently harassed by a Nextdoor neighbor that has never even met me. I can't deal with this type of drama anymore.
 
Thank you,
 
[redacted]

On March 5, 2017, an account was registered under the name “[redacted]” with the email address “[redacted]@gmail.com”. On March 31, 2017, we reached out to Ms. [redacted] to see if the registered individual intended to create a Nextdoor account and if they are authorized to use the...

“[redacted]@gmail.com” address. On that same day, Ms. [redacted] confirmed that neither herself nor [redacted] intended to create a Nextdoor account. Based on Ms. [redacted], we deactivated the account registered to “[redacted]@gmail.com”.

Nextdoor Leads are volunteers within the neighborhood who helped create the Nextdoor community in the neighborhood they live in. They are responsible for inviting and welcoming new neighbors, answering general questions about the platform, keeping conversations civil and when members violate our Community Guidelines they can report and remove that content. One of those violations is self promotion. Members are not allowed to post about their businesses on the Nextdoor newsfeed.
When this specific issue was brought to our attention by the complainant in our Help Center, we researched the issue and found that the Leads in question were allowing members to self-promote in their communities. Nextdoor support then reached out to those Leads to discuss how to properly interpret the guidelines. Nextdoor Support also removed the self promotional posts from the newsfeed. Nextdoor support also discussed the issue that several neighbors felt threatened and bullied by the member in question and highlighted the area’s of our Guidelines that deal with threats of safety.

Complaint: 12137178
I am rejecting this response because:What I asked in my original complaint was not accomplished and I would like an apology, This business has brought in misinformation to a complaint that it was not directly correlated to and decided that they were going to question my character. I am the Mayor of the Town in which this forum is the focus. They decided to side with an individual who was offensive and insulted me and numerous other community members and abused his position as a moderator. I asked about the process to become a moderator before I was put into read only/limited access mode and when I was put into that mode I then contacted them to question why and when I did not receive a response contacted the Revdex.com. This companies policies are absurd and they are incredibly unhelpful and difficult to work with. One of these heated arguments was me asking a community member and the only moderator to not advise residents on matters of public health in an emergency situation in which they were not involved. I was looking out for the well being of the residents of the town for which I have been elected to represent and lead as the Mayor and Nextdoor decided to side with the individual that could of potentially led other individuals to make a choice that could negatively impact their health. They then allowed this individual to remove my comments and posts that were made in an effort to protect the community and their health. This is unacceptable.
Sincerely,
[redacted]

Upon registering for a Nextdoor account, all members agree to our Community Guidelines, which are intended to help promote healthy and neighborly discussion. If a member is reported for inappropriate content, we investigate and only take disciplinary action if we find a clear violation of our...

Guidelines. Disciplinary action may include removal of content, suspension of posting privileges, or even a permanent ban from Nextdoor. These guidelines include Not hijacking conversations and personally attacking other neighbors.On April 25, 2017, Member was reported by another member for violating our Guidelines. Upon investigating the case of this Member we see that he made several remarks about another member that were unhelpful and attacking. On the same day, we reached out to Member and discussed these violations and put his account on a temporary view only hold. Once the member agreed to abide by our guideline on 5/19/17 we restored full access to their account.We closed this case as resolved because we fulfilled Member’s request to restore his account.

Nextdoor has a set of Guidelines that all members agree to when they join Nextdoor. Several of those guidelines deal specifically with politics and campaigning. We expect members to report content that violates our Guidelines, and when they have been reported Nextdoor Support will review the...

content to determine if it violates our Guidelines. If it does the content will be removed and an explanation will be sent to the member.
This complainant is not a member of Nextdoor, has not agreed to the Guidelines or verified their account. Because of this, they do not have access to view the newsfeed of their neighborhood and can not give any examples of posts that may have been removed in error. Any information this person may have, while possibly valid, would have been obtained from another member’s account, another thing that violates our Guidelines.
Because this complainant is not a member of Nextdoor, they may not have been aware of how to contact Nextdoor Support to address issues of guideline violations.

After several emails back and forth explaining our policy and procedure around how content is reported by other members, this member is still not satisfied.
 
Response to member:
"The post you mention is still active on the newsfeed and has not been removed.
The way our Report a Member feature works is that any neighbor can report any content that they feel violates the Community Guidelines in some way. Once the content has been reported, the Neighborhood Leads will review it to determine wether or not the post violated the guidelines. If it does, they will vote to remove the content. If it does not violate the guidelines, which your post didn't, they will vote not to remove the content and the report will be dismissed.
Several of the comment's that you refer to that were inappropriate were also reported and were in fact removed by the Leads."
This member is dissatisfied that another member reported her post. Though it did not violate our guidelines and was not removed from the newsfeed this member refuses to accept that our policy is to notify members who have been reported.

Complaint: [redacted]
I am rejecting this response because:I jumped thru all the hoops, signed 2 people up, and still no gift card! They took at least 4 months to respond to my complaint! I guess I will need to let everyone know of this unethical company.
Sincerely,
[redacted]

When joining Nextdoor, all members go through a verification process that requires the member to provide additional proof that the member has signed up at their true and correct address, we call this our Member Verification Process. Info on this process can be found below....


[redacted]
Often, potential members will sign up to Nextdoor unaware of this verification process (which can include checking SSN, phone or credit card billing information). When faced with requests for this information some members will decide not to complete the process of verifying their account. This puts the member's account into a state of limbo until their account information can be verified. We also use third party verification methods, such as [redacted], to assist us in verifying that members join at the correct address.
This account was created on 11/24/15 by complainant. Sign up was abandoned at the verification stage and was left unverified by the member. It remained in this state of limbo until 6/20/17 when the address listed on the account was verified as belonging to the complainant by our third party vendor and was then activated.
Member contacted Nextdoor Support on 6/30/17 to inquire about his account and to request that we deactivate his account for him. Nextdoor Support replied on 7/1/17 with the notice that we have deactivated his account as requested.

Upon registering for a Nextdoor account, all members agree to our Community Guidelines, which are intended to help promote healthy and neighborly discussion. If a member is reported for inappropriate content, we investigate and only take disciplinary action if we find a clear violation of our...

Guidelines. Disciplinary action may include removal of content, suspension of posting privileges, or even a permanent ban from Nextdoor. These guidelines include not engaging in personal disputes in the public newsfeed.On May 10, 2017, Member reached out to Nextdoor Support to ask why her messages criticizing the quality of a local business were reported by another member as violating our Guidelines. We followed up with Member and explained that it is ok to write about one’s experience with a business, be it positive or negative. That said, we found that Member repeatedly posted her experience, which violates our Guidelines on over-posting and personal disputes. We asked Member to refrain from posting about this subject any further.On May 19, 2017, Member replied to another member’s negative business review message with a complaint that she should also be allowed to air her grievances with a specific handyman. We found Member’s message to be a continuation of her long standing disagreement with this local business. Since we previously asked Member on several occasions dating back to March 2017 to not violate our Guidelines on personal disputes, we suspended Member’s account until June 19th. We also found other members in the same discussion to be violating the Guidelines and took appropriate disciplinary action on their respective accounts. Our review of the forum moderators’ actions revealed that they correctly interpreted our Guidelines and took appropriate action towards Member’s messages. On May 23, 2017 we informed Member of our investigation and subsequent disciplinary action taken.If Member wishes to have their account restored, she can follow up with Nextdoor Support on June 19, 2017 to discuss the next steps. We are also declining Member’s request to be promoted to a forum moderator, as such volunteers are tasked with resolving conflict in the community. Given Member’s continuous history of conflict on Nextdoor, we don’t believe that Member would be a good fit for that role at this time.

Upon registering for a Nextdoor account, all members agree to our Community Guidelines, which are intended to help promote healthy and neighborly discussion. If a member is reported for inappropriate content, we investigate and only take disciplinary action if we find a clear violation of our...

Guidelines. Disciplinary action may include removal of content, suspension of posting privileges, or even a permanent ban from Nextdoor.On May 1, 2017, Member was reported for getting into a heated personal dispute in a public discussion thread. Per our Guidelines, we ask members to move personal conversations into private message because such conversation takes a public conversation away from a community focus. We temporarily placed Member’s account into read-only access, which allows for him to see the newsfeed but not post to it. On the same day, Member reached out to ask about his restricted account. On May 3, 2017, we informed him of his Guideline violation and the temporary disciplinary action taken. We also informed Member that we placed everyone involved in the personal dispute into read only access. Member also asked about the steps to becoming a forum moderator, and we explained that given Member’s history of conflict on Nextdoor such a promotion would not make sense at this time but asked for Member’s suggestions on other members that could impartially serve their community.On May 10, 2017, we restored Member’s account and closed the case as resolved. If Member wants to delete his comments, he can do so by following the instructions in this link:[redacted]Likewise, if Member wants to deactivate his account he can do so through the instructions here:[redacted]

This member is currently having a discussion with our Support center explaining the Nextdoor Guidelines.
 
This member has repeatedly violated our Nextdoor Guidelines and his comments were removed.

Nextdoor is a member based community communications tool. With over 175k neighborhoods across the US it is impossible for us to monitor every Newsfeed for possible violations of our Guidelines. We rely on members to bring content that violates our Community Guidelines to our attention so that we...

may act on it.
I have reviewed the account associated with the email address of this complainant and have found that not only has zero content ever been reported on this profile, but that this member has never made any posts at all. I was also unable to locate any messages sent to either the local Lead or to Nextdoor Support bringing this issue to our attention.
I have reached out to this member via email to determine what content she has posted and where she is seeing it reported.

Nextdoor members can deactivate their account by choosing the “Deactivate your account” option in the settings portion of their profile. For members that wish to have their account, personal information, and content permanently removed from Nextdoor, we ask members to reach out to us because...

account deletion cannot be undone. Due to the nature of our process, it may take up to 40 days for Nextdoor to process an account deletion request.
Member contacted us by email on May 11, 2017 with a request to have her account permanently deleted. On May 12, 2017, Nextdoor permanently deleted Member’s account, which included her personal information and any content created on the platform. We closed this case as resolved because we fulfilled Member’s request to permanently delete her account.