Nextdoor.com, Inc.

Nextdoor is a social network for neighbors to share locally relevant information and connect with their neighborsWith such a specific goal in mind we ask that all members abide by the Community Guidelines:***
These Guidelines include rules about sharing Negative business reviews
Recommendations are intended to highlight the businesses most recommended by your neighborsIf you recommend a business, it will be treated as a positive reviewHowever, if you’ve had a bad experience with a business, you can still share that experience as a comment on that business’ Local Page or as a reply to a recommendation postEither of those actions will add your comment to the business's Local Page without counting as a recommendationMembers are allowed to describe negative as well as positive experiences with business as long as they do so in a way that is consistent with Community Guidelines
I have reviewed this members content regarding the handyman that she had a negative experience with and I can say that while those reviews were reported to Nextdoor, they did not violate our Guidelines and are still active on the website
Nextdoor does not allow advertisingIf the member sees it she should report it to Nextdoor SupportWhat we do allow is for local businesses to claim their business page, and neighbors can leave reviews of that business on that business page, those reviews can be both positive and negative as long as they are civil and state the facts of the incident and don’t berate the character of the person involved

Nextdoor is a social network for neighbors to share locally relevant information and connect with their neighborsWith such a specific goal in mind we ask that all members abide by the Community Guidelines:***
These Guidelines include rules about Disagreements and conflict and using your real name
The member in question was using an abbreviated name on Nextdoor and had several back and forth arguments with neighbors in the comments section of her postWe reached out to discuss these violations with the member on 3/22/18, she agreed to abide by the Guidelines going forward and her account was restored

Nextdoor has a set of Guidelines that all members agree to when they join NextdoorSeveral of those guidelines deal specifically with politics and campaigningWe 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 GuidelinesIf 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 accountBecause 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 errorAny 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

Nextdoor is a member based community communications toolWith over 175k neighborhoods across the US it is impossible for us to monitor every Newsfeed for possible violations of our GuidelinesWe 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 allI 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

Complaint: ***I am rejecting this response because:Sincerely,Betty ***
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Common sense would tell anyone that *** is my maiden name (REAL NAME) and*** is my married last name (ALSO REAL NAME)Common sense again would tell you that KS stands for the two last names that I use in real lifePlease do not accuse me of using FAKE NAME ever again

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 ProcessInfo on this process can be found below
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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 accountThis puts the member's account into a state of limbo until their account information can be verifiedWe also use third party verification methods, such as ***, to assist us in verifying that members join at the correct address
This account was created on 11/24/by complainantSign up was abandoned at the verification stage and was left unverified by the memberIt remained in this state of limbo until 6/20/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/to inquire about his account and to request that we deactivate his account for himNextdoor Support replied on 7/1/with the notice that we have deactivated his account as requested

Complaint: ***I am rejecting this response because:
They are still accusing me wrongfully for many things, without factual evidence or causeI sent them an email pasted below showing how wrong the company accused me of many things without validityThey refuse to ensure this will not happen again to me by changing the way they deal with these situations and I am displeased with the way they handled my situationHere was my most recent response to their customer service rep.:
Hi Shane,
It is very sad that I have to take time out of my day in order to educate you on the importance of getting your facts straight before you falsely accuse someoneThe nextdoor app and you make assumptions that lead to the unnecessary repercussions that I unfortunately have to deal with nowThe following will prove your lack of credibility as a company, accusations of myself, nonexistence of taking the time to understand an issue before taking action and finally, lack of concern for the wants/well-being of the users of the nextdoor app
1) After waiting a total of days for a response from Customer Support team member, *** (only after I contacted Revdex.coms did I see a sense of urgency) she quoted "We welcome business recommendations written by the customers of the business."
For all of the posts tat you mentioned, I 100% am only a customer of each of the services recommendedTo insinuate otherwise is a lie on your part and also a complete insinuation
Tatiana continues to quote "you may not recommend a business, service or product if you have received any form of payment or discount in return for writing a recommendation"
Again, for all posts, I 100% did not receive any form of payment or discount for recommending the services I postedFor you to say that I did is again, an insinuation, has no validity/proof to back that statement up, and is a lie on your part
You cannot accuse my postings of any of the above without thorough investigation, or concrete proofYou have none of these things to back up your claimsDoing so is very unprofessional and attacks my character and devalues myself as a user of the nextdoor company
2) When talking to Shane, you continuously use the words in excuse for yourself of "self promotion" or "self promotional posts"
This is 100% untrue to use these words because I only promoted myself ONCE when I first posted about my cleaning services and after that, to say that the other mentioned posts were "self promotional posts" is a lieI am not the owner of any of the businesses that I mentioned and I did not receive any form of discount/payment for posting those servicesMy posts were merely recommendations and were in no way self promoting myselfI do not have a business or am not affiliated with any business to promote themFor you to say so is an insinuation, lie, and a lack of researching on your claims
3) Shane quoted that "All four of these posts are promoting "Legacy Salons Arlington"
This proves my point that you do not research your claims, making them lies and insinuations on your partLegacy Salons Arlington is a franchise and not ONE of those posts did I promote/recommend the franchise of Legacy SalonsPromoting that franchise would mean I am promoting cosmetologists, estheticians or massage therapists to rent available suites at any of the franchise locations in Arlington, to which I did notEach of the tenants that pay rent to the Legacy Salons franchise location is an independent business ownerI RECOMMENDED an event hosted by a hairstylist who holds a suite at one of the Legacy Salons franchise locations and also posted a recommendation to her businessThese were done for the sole purpose of recommending local businesses (which states in your policies that that is highly recommended to do so) and I did not receive any form of discount/reward for doing soThe remaining posts about the eyelash extensions is actually an independent business owner that has NO affiliation whatsoever to the Legacy Salons franchise which proves your claim as wrong againYou cannot make statement not backed up with facts, you were very wrong about thisThe eyelash extension service is the same, I liked my services and so I recommended them to my neighborsI did not receive any form of payment for this, nor discountFor you to say so is again, a lie and not backed up with factsThe reason for the postings was because I could not find my first posting because I believed it got taken down (just like that has happened to me before) otherwise I would not have posted againI still believe the first post was taken down because I could no longer find it
Finally, this proves you to be wrong and I have NOT violated the guidelines and such as stated aboveI have debunked you wrongful statements with factual evidence and proof, just as your responses should have beenYour customer services are very unprofessional and I am dissatisfied by this whole processI will not stop until this policy/treatment is somehow changed and I will be contacting Revdex.coms about this incident again
Sincerely,
Jessalyn *** ***
Sincerely,Jessalyn ***

Nextdoor is a social network for neighbors to share locally relevant information and connect with their neighborsWith such a specific goal in mind we ask that all members abide by the Community Guidelines:
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One of those Guidelines is about Over-PostingOver-posting means repeatedly posting about the same topic or about items for sale, in a way that annoys your neighborsWe have created the group feature for people who want to have long engaged discussions about one single topic and have encouraged this member multiple times to utilize this feature
This member has made posts about a single topic and countless comments about the same topicWe have asked her to curtail the amount of posts that she creates on Nextdoor’s main newsfeed on this topic so as not to overwhelm her neighbors, many of whom have contacted Nextdoor Support to complain about the overposting by this member

Initial Business Response /* (1000, 14, 2016/01/07) */
Our Support Team notified *** of the Guidelines and asked him to follow up with the police if he suspected a neighbor of criminal activity instead of posting allegations to NextdoorHe refused and was suspended

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

Nextdoor Leads are volunteers within the neighborhood who helped create the Nextdoor community in the neighborhood they live inThey 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
While Leads are responsible for voting on reported content to determine whether or not the content violates our guidelines, they do have some discretion and they can have their own personal interpretation of what a Guideline meansWhen Leads take actions that are (or seem) contrary to the Nextdoor Guidelines we ask our members to bring those actions to the attention of Nextdoor Support via our help center so that we may research the issue and reach out to educate the Lead on our Guidelines when necessary
I have reached out to this member ask asked for clarification on what he is seeing in his neighborhood so that I may research whether this Lead has been removing content that does not violate our Guidelines

No Reason for the customers rejection was given in this reply

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

Complaint: ***I am rejecting this response because:
It is fraud - they created an account for me and then somehow decided that it is verifiedI never asked to create an account - they created if for me and then made it as verified.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:nextdoor takes these comments out of context by failing to read the complete conversations and failing to recognize that my comments such as the examples you gave were not my words but rather said back to a trolling bully using HIS own words to respond, for example *** *** bullied another woman who lost her dog and kept making jokes about it while she cried.when people asked him to stop and said he wasn't funny he told everyone his humor and wit were a sign of superior intelligence to which I gave the reply you showed, I said I hadn't seen any "comedic ability" which is his words in quotesThe person, *** ***, shown in your above examples continuously calls me "Chuckles" and posts a red balloon so I responded, without his name, referring to the person with "little red balloon"*** *** also kept posting images of flashlights and jokes about searching for lost dogs to the distraught woman who lost her dog which is why I said I could see he could spell flashlightIn the example with DM's post she was also telling *** *** he wasn't funny and to stop and I was agreeing with her, she's my friend, and I agreed he thought he was funny but was notThe dates Nextdoor gave were examples just like these, I do not ever troll or instigate fightsI never abused the reporting system and fail to see any examples of any comments I reported that should not have beenNextdoor also has failed to address the real reason I was suspended which was a result of Lead *** *** retaliation after she inappropriately sent me private messages in a row as she got madder and abused her power at which time, exactly, my account abruptly shut down despite the fact I wasn't being inappropriate back to herNextdoor has cherry picked these examples and left out most of the relevant facts necessary to make a fair professional appropriate decision which seems to make a case for Nextdoor using prejudicial treatment of its customers which I believe is a violation of the law and my rightsAs for giving me a choice to "reply or agree to these conditions" before reinstating my account, they have not done thatThey should be investigated for their actionsThank you
Sincerely,
*** *** ***

Complaint: ***I am rejecting this response because: Business should offer a period of trial to determine if the services requested are renderedThere is no evidence to support the business has provided any services and has not attempted to show evidence to support it.Sincerely,David ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Felix ***

Nextdoor is a social network for neighbors to share locally relevant information and connect with their neighborsWith such a specific goal in mind we ask that all members abide by the Community Guidelines: ***
With over 150k neighborhoods in the US it is impossible for Nextdoor to actively monitor the newsfeeds of every neighborhood
We ask that when members have extensive problems with another member like this, that they Report the content that is in question and contact Nextdoor Support directly to discuss the issueThis member did not report any of the content that she wanted us to look at when she contacted SupportIn the meantime she was reported by other members and emailed by support for posting personal attacks against the member she was complaining aboutDuring this email exchange between Member and Support she brought our attention to the specific postings in question and we have since responded to her complaint stating the following: “We reviewed the post and comments and do agree that his statements were provocative and inflammatory, and we have taken appropriate steps with him.”
Nextdoor does not share actions taken on other members accounts so it may be perceived that we did not take action when we really didIt is never appropriate to respond to violations of the Nextdoor Guidelines by also violating those same guidelinesThis member has agreed to be more mindful of the Guidelines going forward and to contact Nextdoor Support directly should the member causing problems continue to do so, and her account has been restored to full access

On 9/27/2016, we received a report that First Member was violating our Community Guidelines through aggressive language and constant complaints about forum moderationWe contacted First Member on the same day and explained our Community Guidelines and how she can address her concerns without
engaging in public disputesOn 9/29/2016, we reached out to First Member and gave a second warning about violating our Guidelines because she continued to use aggressive language towards a volunteer forum moderatorOn 9/30/2016, we received another report that First Member was continuing to disparage the same volunteer forum moderator in publicDue to repeated violations of our Guidelines, we suspended First Member’s account on 9/30/without notification to the member
Also on 9/30/2016, a second account was registered to First Member’s addressThis second account features a similar user name as First Member’s accountDue to these suspicious circumstances and Second Member’s public complaining about forum moderation, we suspended the Second Member’s account on 10/6/as a duplicate of the First Member’s accountOn 10/8/2016, Second Member contacted us about difficulties accessing her accountOn 10/10/2016, we followed up with Second Member and explained that her account had been suspended due to the suspicions that the Second Member’s account was a duplicate of First Member’s accountSecond Member denied having any connection with Member
On 11/11/2016, we closed this case as resolved and let Second Member that if she read our Guidelines and agreed to follow them, we would restore her accountOur offer still standsIf the member contacts us and agrees to adhere to Nextdoor’s Community Guidelines, we’re happy to look into reinstating her account

Complaint: ***I am rejecting this response because: The answer from the business is not acceptable...Sincerely,*** ***