Nextdoor.com, Inc.

Complaint: ***
Neighborhood leads don't seem like they actively remove posts that are non-compliantFor example, one neighborhood lead replied in the post to just block people who are soliciting their businessThis isn't a solution nor is it CAN-Spam compliantUpon looking at his profile, he is also a self employed business owner, so he is most likely making similar posts as well, which is why he stood up for herNeighborhood leads are obviously not employed by Nextdoor and should not be responsible for removing this type of content that violates community standardsI would also certainly hope that your company isn't supplying names and addresses of people who complain, because they also have the ability to repeat this complaint to neighbors in the area
Finally, I had a private conversation with the person that was under attack for his commentsHe stated the Nextdoor user, *** ***, threatened him with her husband who is a police officer simply because he advised her she should not be posting business posts in the regular news feedI am completely appalled and that is a misappropriation of police forceI sent a screen shot of the PM conversation to Nextdoor and I am providing it for the Revdex.com and Attorney General recordsNextdoor needs to close her account, period
Sincerely,*** ***

Our Real Estate Support manager will reach out to discuss this issue with the member

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 wayOnce the content has been reported, the Neighborhood Leads will review it to determine wether or not the post violated the guidelinesIf it does, they will vote to remove the contentIf 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 postThough 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

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, *** ***

Nextdoor has several guideline about self promotion and over posting to prevent members from using Nextdoor as a business promotion tool instead of a neighbor and neighborhood resource toolThose Guidelines can be found at the below
links:
*** ***
Member has been warned about making these types of posts by Nextdoor Support agents on five (5) separate occasions with the first occurring on 12/07/and the most recent occurring on 6/6/She has posted more than sixty (60) times to promote her chauffeur business, even though it is a clear violation of our Guidelines and she has been made aware of these guidelines multiple timesMember’s account was placed on Read Only mode on 6/6/for the period of one month after our multiple attempts to get her to follow the Nextdoor Guidelines failed
I have reached out to Member again today on 6/19/to discuss agreeing to the Nextdoor guidelines and reinstating full access to her account
Tell us why here

Members that are among the first members in their neighborhood to join Nextdoor are designated as a “Founding Member.” These members are also granted forum moderator privileges and given the status of “Neighborhood Lead.” Once moderator privileges are granted, Nextdoor does not typically remove
those privileges unless the member has a consistent pattern of violating our Community Guidelines or abuses their privilegesOn May 31, 2017, Member reached out to Nextdoor Support to ask why she did not have Founding Member and Lead statusMember also requested that Nextdoor Support remove the forum moderator privileges of another memberUpon investigation, we found that Member’s Founding Member and Lead status were accidentally removed, and prompted restored bothOn June 1, 2017, we notified Member of her restored statusWe also informed Member of our guidelines on forum moderator privilege removal.We have closed the case as resolved because we restored Member’s Founding Member and Lead statusIf Member believes that another member is unfit to serve as a forum moderator, Member is welcome to follow up with information demonstrating a consistent pattern of violating our Community Guidelines or abuse of forum moderator privileges and we’ll investigate

Again, I would like to actually speak to someone and have a conversation Anything less is unacceptable
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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 Public Shaming, Campaigning and Hot Button issues, Discussing Moderation and others
After reviewing the most recent content made by this member we see that it was not the Neighborhood Lead but the Member herself who removed her last several posts about the Block Development PlansWe reviewed the reports made by the neighborhood Leads in this case and found that their votes on content authored by this member was validSeveral Leads voted not to remove content that did not violate the Guidelines and several Leads voted to remove content that did violate the GuidelinesThere was no discernible pattern of harassment by the Neighborhood Leads
This member did violate several of our guidelines however by publicly shaming their Lead, discussing moderated content and making personal attacks on her neighborWe have engaged in a conversation with this member about adhering to the Nextdoor Guidelines going forward

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 Being helpful, not hurtful
The heart and soul of Nextdoor are the helpful conversations that happen between neighborsWhen conversations turn disagreeable, everyone on Nextdoor suffersFor this reason, we may remove posts and comments that discriminate against, attack, shame, insult, bully, or belittle Nextdoor membersPersonal disputes may also be removed
These rules also apply to conversations with Nextdoor Support staffSeveral of the messages from this member violated the above guideline and we require him to understand and agree to the guidelines and be aware that uncivil content is not allowed on Nextdoor

Nextdoor takes all reports about inappropriate content very seriously and investigates upon notification from our members about such conductIn this case, we received reports that Member, the community moderator, and several other neighbors were involved in a heated personal dispute in a public newsfeed discussion between 4/29/and 4/30/We understand that Member was addressing an urgent emergency situation in his community, but Member and others went beyond providing information by constantly arguing about the community moderator’s qualifications to talk about the emergencyIn response, community moderator argued back and deleted several messages that questioned the moderator.We investigated and found that several members, including Member and the community moderator, violated our Guidelines on airing personal disputes out to the public newsfeedWe also found that the community moderator exercised his moderator privileges inappropriately by removing messages that did not violate our Community GuidelinesAccordingly, we temporarily placed several members involved in the personal dispute on read only accessWe also permanently removed the community moderator of his leadership status due to inappropriate use of his moderator privileges

Complaint: ***I am rejecting this response because: The response is inaccurate
I was reprimanded for not following the guidelines of next door I followed the guidelines
Nextdoor makes a lot of money from it' advertisers A business that is not accountable for what is does is not acceptable
The email stated I VIOLATED nextdoor policies and told me to get off my SOAPBOX
That was completely unacceptable I did nothing wrong
Hello ***,A message you posted was reported and removed for violating Nextdoor's Community Guideline: Don't use Nextdoor as a soapbox.If you have concerns about why your content was reported or removed, do not post about it in the main newsfeedHere’s what you can do:Review the Community GuidelinesContact your LeadsRead more about best practices for posting on Nextdoor in our Help Center.Here is the message that was reported:"Smart Meters"Posted on Aug 01, 2017Thank you,The Nextdoor Team
Sincerely,*** ***

On 10/31/2016, Member reported to us that Nextdoor sent out email invitations to her contacts list to join our website on her behalf, even though she deactivated her account on 10/24/On 11/1/2016, we followed up with Member and explained that we reached out to our members in October to
invite their neighbors to Nextdoor using their email contacts listAccording to our records, Member chose to invite her neighbors by clicking on a prompt on our websiteWe last sent out email invitations to Member’s neighbors on 10/19/2016.We closed the case as resolved because we cancelled any invitations on Member’s behalf to Member’s contact list that would have been scheduled in the futureOur agent asked the member to respond if she continued to see invitation reminders sent from her account after 11/1/Member did not respond to foll

Nextdoor is a member based social network that offers it’s members several ways of inviting friends and neighbors to joinThose ways include sending postcards and email invitationsMembers decide what homes they would like to send postcards to, and they have the option of syncing their personal
email contacts with our email invitation systemNextdoor does not actively search our or download our member contact lists or send postcards on behalf of members
The complaining member has only sent email invitations and one postcard according to our systemThough we can not recall the postcard, I have cancelled the email invitations that were generated through our systemThe member has since deactivated his account on Nextdoor

Upon registering for a Nextdoor account, all members agree to our Community Guidelines, which are intended to help promote healthy and neighborly discussionIf a member is reported for inappropriate content, we investigate and only take disciplinary action if we find a clear violation of our
GuidelinesDisciplinary action may include removal of content, suspension of posting privileges, or even a permanent ban from NextdoorThese guidelines include Not hijacking conversations and personally attacking other neighbors
In February this Member was reported for violating our Guidelines about public shaming and complaining about the Leads moderationWe took action on her content and account and explained our Guidelines to herShe again violated those same guidelines in MayPer our rules her account was placed on hold for repeated violations of the Guidelines and will be reinstated when the member agrees to abide by the Guidelines going forwardShe has been given instructions to contact us when her suspension is up

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 Campaigning, Politics and Overposting
This member posted three separate posts about his candidacy for Mayor and while two of them were violations of our Guidelines (Campaigning and Over Posting) the third and specific post in question was in fact posted following the instructions givenThis post has been restored to the Newsfeed and we have reached out to the member to apologize for the error

Due to the Nextdoor Privacy Policy we do not reveal actions taken on other members accountsThis member violated our Guidelines in order to shame someone else for also violating our GuidelinesIf someone is breaking the rules of the site we ask members to report them to us so that we may take
action, instead of having them reply in a way that also violates the GuidelinesThis member was not the only person that we reached out to and took action on regarding this post and comments
Nextdoor reviewed the Private Messages between this member and the volunteer Lead in her neighborhood and found no violationsThese messages were not harassing, it was a back and forth discussion about how this member thinks the Lead should be behavingWhen a member reports content they believe violates the Guidelines, multiple neighborhood Leads are asked to review that content to determine its veracity and act on content that violates them
This member has agreed to abide by the Nextdoor Guidelines going forward and we have restored her account and access

Complaint: ***I am rejecting this response because:
Your own guidelines actually suggest mobilizing neighbors for a local cause. I did that successfully. My repeated posts were spread out over a long period of time (years) when they were relevant and hundreds signed the on line petition from Nextdoor neighborhoods. I have private messages thanking me for trying to improve the lighting. I do not know how that compares to the number of complaints, but given that this new post was the first main topic post on LED lighting in seven months (the previous one was in April) and was labeled final post before taking the matter to a group, that there were no complaints while I was posting more often and that the subject is local and has had interest from Nextdoor neighbors, and that you can mute a poster if you are annoyed, this is a matter of censorship rather than breaking the rules and interested users agree that that is the case. Your rules on over posting are posting multiple times a day (multiple main topic posts) or purposely posting too much under a single post in order to boost its position. I did not know about this rule while I was responding to interested residents who had questions under a main post and limited my responses once I did know. Even so, I rarely hit your limit of six replies. I counted main topic posts over a period of two years while LED street lights were being gradually installed. It is not fair to count replies under the main topic post
Sincerely,Deborah ***

Member joined Nextdoor.com on 1/13/but we have no record of him contacting us about our $Amazon Gift Card promotion
To receive the promotional gift card, a member must invite a friend to Nextdoor, who in turn successfully starts a new Nextdoor neighborhood website (launches their
Nextdoor neighborhood with verified members)A member would also be eligible to receive a gift card if they created a new Nextdoor neighborhood after being invited by a friendMember did not create a new Nextdoor Neighborhood nor invite any other neighbors to our website, and therefore was not eligible for the gift card promotion
Full details of the promotion available at this link:
***
Taking no further action at this time because of member’s ineligibility for the promotion

Nextdoor Support wants all of its members to feel welcome, safe, and respected when using NextdoorTo that end, we take all reports about violations of our Guidelines seriously, including reports about forum moderators inappropriately exercising their privilegesBecause Member has not yet provided specific examples of inappropriate conduct by forum moderators, we could not move forward with an investigation.Once Member follows up with examples of inappropriate conduct, such as pictures of messages or links to those messages, we will investigate and take disciplinary action as appropriateDisciplinary action for inappropriate exercise of forum moderator privileges can include reaching out with a warning, removal of moderator status, and account suspension

*** 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 Public Shaming, Personal Disputes, Overposting and being Helpful not Hurtful.This member has violated several of our Guidelines since joining ***Including berating a local public official and making personal attacks on him, making multiple postings of the exact same nature and berating the *** Support staffWe have had this discussion about having civil discussions multiple times and he continues to violate our Guidelines with impunity.His account was placed on hold again for the most recent attacks on his local officialAnd remains on hold now due to his continued refusal to abide by the *** Guidelines*** Leads, who are volunteers in their neighborhood, have no ability to take any action on a members account other than voting on inappropriate contentThis member's account has been placed on hold three separate times by *** Support for violations of our GuidelinesUntil this member agrees to abide by these guidelines going for***, his account will remain on hold