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:12/23/2024

  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.

  I am writing to formally file a complaint against the web service NeighborWho for unauthorized and misleading charges.Approximately three years ago, I signed up for a trial with NeighborWho. Upon the trials conclusion, I promptly canceled the service. However, I recently discovered, while reviewing my bank statements, that NeighborWho has been charging me a monthly fee of $26.89 since the trial ended over the last three years.I never received any transaction receipts, billing statements, or confirmation emails regarding these charges. I believe this lack of transparency is unacceptable for any legitimate business. These undisclosed charges continued without my knowledge, and had I not noticed them while reviewing my statements, they likely would have persisted indefinitely.While I understand and accept charges for services I knowingly subscribe to, NeighborWhos actions appear to rely on unclear cancellation terms and the absence of proper notification to exploit customers. This business model, in my opinion, constitutes fraud and unfair practices.I request a thorough investigation into NeighborWhos practices. Specifically:1.Ensuring the company provides clear terms for cancellation.2.Mandating proper notification (via email or mail) for all charges.3.Reviewing whether their trial-to-subscription practices comply with legal and ethical standards.Additionally, I demand a full refund of the unauthorized charges and accountability for their actions to prevent further harm to other customers.Thank you for your time and attention. I look forward to your response and resolution of this matter.

  Business Response

  Date: 01/10/2025

  Hi there Jin,
  
  Thank you for reaching out and allowing us the opportunity to look into this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached document, this is a sample of your signup page. 
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $107.56 as stated in your correspondence with our ************* Team on 12/22/2024. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  Additionally, we would like to direct your attention to NeighborWho's Terms & Conditions on our Refund Policy: 
  18. Refund Policy
  If at any time You are not fully satisfied with ************ for any reason, You may contact Our customer service department at *********************** to explain your dissatisfaction and/or request a refund. 
  All requests for refunds will be considered on a case-by-case basis, each of which will take into account Our pursuit of maximum customer satisfaction. 
  Where We offer refunds, You are typically limited to receipt of a single refund per subscription. 
  
  Repetitive refunds are not permitted. 
  We reserve the right to refuse a refund to any subscriber who repeatedly requests refunds or any subscriber who, in Our reasonable good faith judgment, does so in bad faith. 
  In order to process any refund request, You must supply Us with all pertinent information your name and mailing and/or billing address. If you provide us with insufficient or incorrect information, your refund will be delayed. 
  
  Depending on the bank that issues the applicable credit or debit card used, a refund may take up to thirty days to appear on the applicable statement. 
  If You have any questions regarding whether a refund has been processed, please feel free to email our customer service department at ***********************.
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:12/09/2024

  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.

  Our **** have noticed that there is charges to my credit card ending at 1790. When we go and connect to the site it states that we set up an account which I did not. I have no idea what this company does. When I attempted to call theres no person to talk to and you can only able to do is email. This company needs to reverse all charges to my credit card as I did not authorize any of these charges and unsure how theyre getting my credit card.

  Business Response

  Date: 12/11/2024

  Hi there ********,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see attached document, this is a sample of your specific signup page. 
  
  Additionally, all accounts are created on the users end.
  All identifying details match.
  Full name, Zip Code, Email Address and Phone Number. 
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  Upon further review, we can confirm that the account was cancelled and refunded as requested when you contacted our ************* Team on 12/10/24. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:11/16/2024

  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 subscription or what ever I am being billed for was not authorized

  Business Response

  Date: 11/19/2024

  Hi there *****,
  
  Thank you for contacting us and allowing us the opportunity to resolve this matter for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached document, this is your signup page.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We can confirm that you were already refunded $89.72 when you contacted Customer Care.
  You were given an additional refund of $89.72. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:11/14/2024

  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.

  On November 6, 2024, I requested a one-time quote stating the amount of square footage on my current property. The website is very vague when asking for this service so it signed me up for an ongoing service which I don't need or want. I would prefer a refund of $44.86. At least I want this service canceled with no additional charges.

  Business Response

  Date: 11/15/2024

  Hello *****, 

  I was able to locate your account. At the time of signup we do outline that this is a subscription plan and will auto renew until elected to cancel. We do apologize for any confusion, but did see you were able to obtain a refund from your financial institution. Please be assured that the account is closed and you will not be billed going forward. 

• Initial Complaint

  Date:10/28/2024

  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.

  I used this company, for i thought was a one time fee, for a one time information search. I received an email today, stating that my account was billed $44.99 from Neighbor who. Apparently they have a monthly auto renewal program, that wasnt made clear when I used the service

  Business Response

  Date: 10/30/2024

  Hi there *****,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached document for the sign up page page.
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  Your account was closed because it appears you disputed our charges with your bank. 
  Please be assured the account is canceled and closed. 
  
  We are locked out of any further transactions. 
  You would need to follow up with your bank regarding the resolution of the dispute and the return of any funds to your account.
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:10/18/2024

  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 not authorized to a $44.86 purchase on this website i payed a dollar one time i would NEVER have agreed to $45! this is absurd i would like a full refund of $44.86 immediately

  Business Response

  Date: 10/23/2024

  Hi there Bri,
  
  Thank you for contacting us and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  With this action our customers confirm they are fully aware of the subscription details including the instructions on how to cancel.
  
  Please see attached example. 
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $44.86. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:10/17/2024

  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.

  I'm facing a serious issue that many others are experiencing as well. I dont know who created this subscription or how they got my information, but Ive never heard of NeighborWho and have no idea what they do. My account was charged $48.84 repeatedly over three months on the following dates: (6/23/2024, 7/22/2024, and 9/22/2024). That totals $146.52. I recently noticed these transactions were flagged as scams. I never signed any documents or agreed to this, and it feels incredibly unfair and disrespectful. I am requesting a complete refund for the unauthorized charges.

  Business Response

  Date: 10/18/2024

  Hi there *******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this matter.
  
  I apologize for any confusion or inconvenience. 
  
  Your account was closed because it appears you disputed our charges with your bank. 
  Please be assured the account is canceled and closed. 
  
  We are locked out of any further transactions. 
  You would need to follow up with your bank regarding the resolution of the dispute and the return of any funds to your account.
  
  Additionally, all accounts are created on the users end.
  We can confirm identifying details match the account.
  Full name and email address. 
  
  If you have additional questions, please don't hesitate to contact us.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22436885
  
  I am rejecting this response because:

  The payment entity was not a bank but a transaction-based app called Venmo. Venmo doesn't qualify as a bank, which prevents me from asking them to retrieve the money from you. Regardless of whether my account is closed or open, there is transactional history available to you that clearly shows you withdrew the stated amount from my account. You can issue a refund based on the facts I'm providing.
  I never created an account with you because I don't know what type of business you operate.
  I need to be refunded for the total amount that was taken without authorization from the already discussed amount! If more proof is required, please let me know.

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

  Business Response

  Date: 10/28/2024

  Hi again there *******,

  Thank you for the response back.

  Our **************** Manager has reached out to you directly to obtain some additional information so we can investigate this further.

  Thank you for your attention.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22436885
  
  I haven't received anything message from neighbor Who or email. 
  if you're reaching out please make sure is to the business email or the phone number.
  
  Email: *********************************

  Phone: ************ (calls accepted from 11am to 5pm)
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/04/2024

  Hi there *******,

  We have emailed you on the email address provided here, *********************************, which is the same provided. 

  Email is coming from ************************************** 

• Initial Complaint

  Date:10/16/2024

  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.

  I have a pending charge at my bank for $47.73 for Neighborwho.com, for which I have had no business with or service from. I want a refund to my account. Also, no further activity by this company in my bank account.

  Business Response

  Date: 10/18/2024

  Hi there ***,
  
  Thank you for reaching out and allowing us the opportunity to resolve this matter for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see this link for the sign up page link : *************************************************;
  
  Additionally, all accounts are created on the users end.
  We can confirm all identifying details match the account.
  Full name, email address and phone number. 
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $47.73. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:10/12/2024

  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 deducted money forms my account of the amount ***** I did not approve this transaction

  Business Response

  Date: 10/15/2024

  Hi ******,
  
  The account was created on DATE with our $1.00 7-day trial.  Upon further review, it appears we did not receive a request to cancel prior to the end of the trial. In that event, your account was automatically renewed to the monthly subscription of $44.99. 

  When signing up for our background reports, the subscription does outline that it will auto-renew until elected to cancel. You can contact us to cancel at any time, and will not be billed for your next billing cycle.

  Please be assured that your account was canceled and you were issued a refund of $44.99. The refund was processed immediately on our end, however, please note that it may take up to 10 days for the refund to reflect on your bank statement depending on your financial institution.
  
  If you have any questions, please feel free to contact us.

• Initial Complaint

  Date:09/27/2024

  Type:Billing 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.

  They are requesting $44.86 from my Cash app for services I never requested.

  Business Response

  Date: 09/30/2024

  Hi there *******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this matter for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  
  Each customer must agree to these terms before successfully creating the account. 
  With this action our customers confirm they are fully aware of the subscription details including the instructions on how to cancel.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached for the sign up page screenshot.
  
  All accounts are created on the users end.
  Additionally, we have matched all identifying details against the account.
  Full name, email address and phone number match. 
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $44.86. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.
  

  Customer Answer

  Date: 09/30/2024

   
  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,
  
  ******* ******