Denuncia Pública - HostGator

Formal Complaint Statement

To: Newfold Digital (HostGator Parent Company)

Subject: Claim for Breach of Contract and Lack of Adequate Technical Support - Ticket #1549419

From: HÉCTOR MAURICIO PINEDA MORA
Email: hmauricio.pineda@gmail.com
Phone: 3144897092

Dear Representatives of Newfold Digital,

I am writing to file a formal complaint against your subsidiary, HostGator, due to a severe and prolonged breach in the provision of their technical support service, which has resulted in a complete paralysis of my digital operations. The situation is summarized by the failure to resolve a technical issue that has persisted for six days, despite the promise of support with a maximum response time of 24 hours.

Below, I detail the events in chronological order, based on the communications that I attach as evidence (email and chats):

August 20, 2025: I acquired a VPS plan with n8n and a domain automatizarempresa.online. The same day, I opened support ticket #1549419 to resolve two critical issues: the main domain change and the non-receipt of the verification code via text message.

August 21, 2025: I received a generic response from a virtual assistant.

August 21 and August 23, 2025: Due to the lack of a real solution, I re-contacted your team, even providing a detailed video to illustrate the problem. These requests did not receive a substantial response.

August 25, 2025: A human support agent, Bruno J., responded to my request, but only to inform me that he "was beginning to process" my case, almost 5 days after I opened the ticket.

August 26, 2025: The support team adjusted some DNS, but it was still useless because the domain does not point to the hosting, and HTTPS is not working. Therefore, my automations are not running because they lack HTTPS.

The technical issue remains unresolved as of today, August 26, 2025. The breach of your value proposition, which advertises technical support within a maximum of 24 hours, is clear. This not only demonstrates a deficiency in your service but also negligence in addressing your customers' needs. My attempts to seek help through social media platforms like "X" (Twitter) also failed to generate a solution, instead referring me back to the same ineffective support channel.

I request an immediate investigation into my case and appropriate compensation for the time, resources, and business opportunities lost due to your lack of response and resolution.

I look forward to your prompt response and resolution.

Sincerely,

HÉCTOR MAURICIO PINEDA MORA

Timeline of Events

August 20, 2025

Purchase of the service and first contact with support (Ticket #1549419) to change the main domain and report issues with the verification code.

August 21, 2025

Response from a virtual assistant with generic instructions. You reiterate the problem by sending a video.

August 23, 2025

Complaint about lack of response over the weekend.

August 25, 2025

A human support agent responds, stating that he is beginning to process the case, almost 5 days after the ticket was opened.

August 26, 2025

Support adjusted some DNS, but it did not help. The domain still doesn't point to the hosting, and HTTPS is not working, so the automations do not run.

Case Evidence

Original video of the complaint

Video demonstrating the initial problem with the service configuration.

New video (August 26, 2025)

Video demonstrating that after the DNS change, the problem persists.

It asks me to configure HTTPS, but if it doesn't allow me to configure the domain, I can't do anything with the hosting.

It asks me to configure the domain, but the blue button doesn't work and I can't do anything with the domain.

I even wrote to them on Twitter and their response was to refer me back to the same problem.

Screenshot of the response on X (Twitter)

Support Documents

The PDF file with emails and support chats can be downloaded directly from your web page.

Download Support Files

Timeline and Evidence of the Complaint against HostGator

Formal Complaint Statement

Timeline of Events

Case Evidence

Original video of the complaint

New video (August 26, 2025)

Support Documents

Cronología y Evidencia de la Denuncia contra HostGator

Declaración de Denuncia

Línea de Tiempo de los Eventos

Evidencia del Caso

Video de la denuncia inicial

Nuevo video (26 de agosto de 2025)

Documentos de Soporte