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:06/30/2025

  Type:Product 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.

  I reserved a parking space at the facility for June 19-June 23, 2025 at the **** lot D for $175 US. When we travelled, i realized that we were actually leaving on June 18-June 23. I could not use my bar code to enter the gate as the ticket-rightfully so- was for the next morning arrival. So i used my credit card. When we returned, I tried to use my prepaid reservation and wound up having to pay with my credit card an additional $222.00 US.There were no clear instructions as to how to use my reservation on site. So we were charged instead of one more day, $37 US, an additional $185 US. I emailed the business via the contact number and they got back to me discussing how to use the system as though I was still trying to get into the facility. Then there was another email that told me that there was an order to use my reservation printout code and a credit card on site in order to not be charged double. This was not clear whatsoever on the site.I called the contact number on the website and got someone who could barely understand English. I had to explain over and over again that I was not at the gate trying to get in but seeking refund for the excess charges. They told me that there was no way for them to help **** have written emails and asked the company for additional information and which agency regulates this US port of entry. But it does not appear they will respond. SO CONSUMER BEWARE!!! CASE number: SU00211402 I am seeking reimbursement for $185 US.

  

  Business Response

  Date: 07/03/2025

  Upon reviewing the customers case , we understand that he mistakenly arrived a day earlier than the reservation date and were unable to use your original parking barcode for entry. As a result, used a credit card to access the facility, which led to a separate charge of $222 USD. We recognize that this situation was frustrating, especially when he expected to pay only an additional day's fee.
  
  When the customer contacted our support team, we reviewed the reservation and the entry records associated with the visit. Our team provided information regarding our parking policies, entry instructions, and how to avoid duplicate charges in the future. 
  
  As a gesture of goodwill and in recognition of the challenges experienced, we have authorized a full refund of your original prepaid parking reservation of $175 USD, even though the cancellation policy typically does not cover such cases. This exception was made to show our commitment to customer satisfaction.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair 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.

  CBX - Cross Border Xpress 06/30/2025 Parking Notice : $70 I assisted a family friend to the area where you receive wheelchairs. I left the car with emergency lights because I knew I wasn't going to take long. I never planned to stay there but she needed help in that moment. I took less than 4 min to assist her, By the time I was back to my car I had received a parking notice. If you can assist with the request to void this ticket it will be greatly appreciated. She needed help and I didn't want to refuse someone who needed wheelchairs.

  

  Business Response

  Date: 07/04/2025

  Upon reviewing the customer's case, we were able to look into the notice and surveillance footage to verify the series of events mentioned in the complaint and found that the vehicle was parked and unattended at the curbside pick up and drop-off areas, where it is strictly instructed and signaled that no vehicles should be left unattended under any circumstances as the area is specifically for picking up and dropping off passengers at our facilities. Our protocols indicate that any unattended vehicles at our curbside pick up and drop-off areas are to be towed. 
  
  The customer was then contacted with the findings upon reviewing their case and was provided with the links for paying the parking notice as well as the appropriate way of assisting party members in arriving at our facilities that require assistance as we seek the safety of all passengers traveling with CBX.

  Customer Answer

  Date: 07/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23538447, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Rafael Sanchez
  
  
  
   
  

• Initial Complaint

  Date:05/22/2025

  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 am writing to formally dispute parking Notice #********** issued May 22, 2025 at 7:01am I had briefly exited my vehicle to assist a disabled family member who was using the CBX facility for the first time. They where unfamiliar with the process and required help navigating where to fill out their crossing paperwork. I was away for less than one minute Soley to provide this essential assistance. Given the very short duration and the fact that I was aiding a disabled individual in a new and potentially confusing environment, I kindly request that you reconsider the violation. My intent was never to abandon the vehicle, but to ensure my family member was safe and properly guided.If possible, I would appreciate a courtesy dismissal or reduction of the fine. I tried disputing the fine online but when I would submit it kept giving me an error message.thank you, ********* ********

  

  Business Response

  Date: 05/27/2025

  Dear BBB, 

  Regarding Parking Notice #********** issued on May 22, 2025. According to our records, the vehicle was observed unattended in a no-parking zone. While we understand the absence was brief and for a compassionate reason, our enforcement policy does not allow for exceptions unless the vehicle is legally parked or a designated accessible drop-off space is used.

  We understand the concern and empathize with the intent to assist a disabled family member during their first visit to the CBX facility. While we truly value the care and support shown these actions, please note that parking regulations are enforced at all times to maintain traffic flow and safety in designated areas, especially during peak hours.
  
  Regarding the technical difficulties encountered when attempting to dispute the citation online. We will report the issue to our technical team for immediate review.
  
  After reviewing the events with the parking manager we have agreed to void the notice as gesture of good will, No further action is required by the passenger.  

• Initial Complaint

  Date:05/17/2025

  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.

  Transaction Date: 05/08/2025 Amount Paid: $135 USD Service: Airport parking reservation through CBX Description of the dispute:I reserved a parking space through CBX Parkings online platform for $135. Upon receiving the e-ticket, I attempted to access the reservation using the provided sale ID in their app, but the system returned an error stating the ticket could not be found. At the time, I didnt pay much attention, as the e-ticket included a QR code and I assumed that would be sufficient for access at the parking gate.Unfortunately, my car broke down on the way to the airport, so I was unable to begin using the service. I contacted CBX Parking immediately to ask for guidance, and they directed me to a ******* video (************************************************), which explains that reservations must be canceled at least 24 hours in advance to avoid penalties. Since the system didn't recognize the ticket ID, I could not cancel the remaining days either, and the agent said they are unable to make any changes in my reservation. While I understand the 24-hour cancellation policy, I was requesting a partial refund and cancellation for the remaining days of the reservation, as also mentioned in the video, accepting that I might need to forfeit the cost of the first day due to the short notice.I contacted CBX customer service again to request support. They did not respond until several days laterby which time the reservation period had fully passed. When they finally responded, the representative reiterated the 24-hour cancellation policy and refused any refund. They did not acknowledge that their own system failure and delayed response prevented me from canceling in time.Additionally, I checked their parking availability during the reserved period and confirmed that there were still numerous spots available, suggesting that my unused reservation did not prevent other customers from booking.

  

  Business Response

  Date: 05/29/2025

  Dear Miss, ********,
  We recently reviewed your request. We regret the inconvenience you experienced while attempting to access and manage your reservation, and we appreciate your patience as we reviewed your case.
  
  As noted, our policy requires cancellations to be made at least 24 hours in advance, and your request was unfortunately submitted after the reservation period had passed (May 10th 9:55AM). Additionally, our system logs confirm that the reservation and QR code were issued correctly, although we understand that you encountered difficulties when trying to access your ticket through the app.
  
  While our standard policy does not allow for refunds beyond the stated cancellation window, we recognize the unusual circumstances of your situation including the technical difficulty you described and your attempt to resolve the issue in good faith. As a one-time courtesy, we will be issuing a partial refund of $108 USD to the original form of payment. Please allow 27 business days for the transaction to reflect on your account, depending on your bank.
  
  We appreciate you bringing this to our attention and apologize for any frustration caused. If you have any further questions or need assistance with future bookings, we are here to help.

• Initial Complaint

  Date:04/17/2025

  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.

  Dear ********** I am submitting this complaint regarding Cross Border Xpress (CBX) and respectfully request the assistance of the Better Business Bureau in helping me resolve this matter as soon as possible.Attached, please find the complaint letter with the supporting documents.

  

  Business Response

  Date: 06/03/2025

  Dear BBB
  While we understand and empathize with the frustration caused by the airline delays and cancellations, please note that CBX is not responsible for airline operations,including overbookings, schedule changes, or flight cancellations. These matters fall under the sole responsibility of the airline involved.
  That said,we do acknowledge the inability to utilize our services as a result of circumstances beyond the passengers control. As a courtesy and in recognition of the inconvenience experienced, we will proceed with a refund for the parking portion of your transaction.
  Regarding the CBX round-trip crossing tickets, our records show that the southbound portion of the ticket was used. Once a crossing ticket has been used (even partially), the ticket becomes non-refundable.
  We appreciate the supporting documentation provided and patience while we reviewed the case. Our team is committed to improving our responsiveness, and we apologize for the delay in communication. The receipt for the refund has been sent to the email provided by the customer.

• Initial Complaint

  Date:02/04/2025

  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.

  we purchased a parking pass for five days (January 30-February 3) and upon arrival the barcode did not work. We pressed the button for help and the operator asked us to put our number. Once we came back our barcode still didnt work. We tried to call the operator five times and no one answered. We entered our number and were charged $100. Im requesting a refund for the extra time charge. I agree we arrived earlier than what we paid for and Im willing to pay for those hours. However Im requesting a refund for the other days that we paid for, we got charged for all those days twice.

  

  Business Response

  Date: 02/06/2025

  Dear BBB. 
  At CBX, we strive to provide a high-quality experience for all our passengers, ensuring that every interaction reflects our commitment to service and satisfaction.This dedication includes clear communication and fair handling of situations,even when the established terms and conditions are not met.
  
  After receiving the passengers claim, the CBX team reviewed the information related to the parking reservation. During this review, it was confirmed that the passenger tried to make use of the reservation 12 hours earlier, when it is clearly stated on the ticket that its only valid for the previously selected hours.
  
  As part of our standard protocols, CBX sends a certified email notification before the scheduled parking period ends to alert users and help them avoid potential violations for overstaying beyond the selected and paid parking ******* this case, the passenger intended to use the reservation on a different time causing it not to work properly.
  
  Nevertheless, in alignment with our commitment to customer satisfaction, ******************** decided, as an exception, to refund the cost of the original reservation $********* is important to note that the refund has been processed and communicated to the passenger via email as a gesture of goodwill despite not adhering to the terms and conditions for using the parking service. We cannot refund the extra 100dlls that are on dispute considering that the customer was able to use the parking facilities as stated in the complaint.

• Initial Complaint

  Date:12/16/2024

  Type:Order 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.

  Paid for four days of street parking.Came back to a notice citing the reason for the notice as failure to pay. This is clearly not true, the violation itself is also very vague, no contact info or ways of disputing the violation. No name of the issuing security agent, also to pressure people who received a ticket they write a statement on the bottom of the notice stating daily increments for unpaid violations this is clearly a scam just to have you pay without questioning. A lawful ticket issued by law enforcement provides you with terms, how to contact a court, dispute, etc. these tickets that CBX issues are questionable and have no information on how to contact the issuer. Its just another way to get people to pay. Nowhere on their property do they have signs stating a parking violation will be written, not even on their terms/rules on their website. So are they violating their own rules?

  

  Business Response

  Date: 12/19/2024

  Dear BBB. 

  At CBX, we strive to provide a high-quality experience for all our passengers, ensuring that every interaction reflects our commitment to service and satisfaction. This dedication includes clear communication and fair handling of situations, even when the established terms and conditions are not met.
  
  After receiving the passengers claim, the CBX team thoroughly reviewed the information related to their parking. During this review, it was confirmed that the passenger did not make the required payment for the additional time they exceeded their parking reservation.
  
  As part of our standard protocols, CBX sends a certified email notification before the scheduled parking period ends to alert users and help them avoid potential violations for overstaying beyond the selected and paid parking time. In this case, the passenger did not make the necessary additional payment, which resulted in a parking violation.
  
  Nevertheless, in alignment with our commitment to customer satisfaction, ******************** decided, as an exception, to waive both the fine and the fee for the extra time. It is important to note that this resolution was provided before the passenger filed their complaint with the Better Business Bureau (BBB).
  
  Therefore, we believe the claim filed with the BBB is unfounded, as the passenger was already assisted and offered a favorable solution despite not adhering to the terms and conditions for using the parking service.

• Initial Complaint

  Date:08/30/2024

  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.

  CBX parking I asked the officer for a few minutes because I had en emergency to use the restroom. Quickly . I got a ticket for Unattended Vehicle I try to call the number to appeal . No answer.

  

  Business Response

  Date: 09/03/2024

  Dear BBB: 

  Upon being notified on the claim regarding the parking notice received by the passenger, the Customer Experience Team has contacted the passenger for further evaluation; requesting for the passenger's parking notice for them to dispute with the parking team for further attention.

• Initial Complaint

  Date:07/30/2024

  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.

  Bought a parking reservation for 6 days paid $120 for it. It was for Lot E reservation, both entrances for Lot E were full. We could not enter and the ** code was not working as well. It was just saying lot full. One of the workers told me that I would have to park somewhere else and pay again. Then contact the business and they will issue my refund. I emailed and they said they would not give me a refund. It clearly states on the ticket Your reservation guarantees a space even if the lot is full on arrival. the worker told us to park in *** A so we did used our card to pay and when we came back from our trip that Lot A costed us $204. Im not asking for the $204 Im just asking for my $120 back. From the original parking that I could not use. Lot E.

  

  Business Response

  Date: 07/30/2024

  Dear BBB: 

  Upon receiving the passenger's inquiry regarding their double payment for parking at CBX. The customer service team looked into the reservation generated online to park at *** E and any trace of the passenger's parking under another lot as mentioned in the initial e-mail. The entry to another lot, this being Lot A was found and provided a response where the refund was rejected given that parking reservations "guarantee a space even is the lot is full on arrival" as mentioned on the parking ticket provided to the passenger. "Valid for parking in the selected parking lot and reserved hours." The processes for parking at another lot and parking cancelation policies were also explained to the passenger through that same initial reply. 
  
  The passenger then replied stating that they were redirected to another lot by a staff member and provided both their parking reservation made for Lot E and parking receipt for parking in Lot A. These were then relayed to the CBX teams so that security footage can be reviewed as well as any contact with the parking staff and parking availability at the passenger's arrival. 
  
  Upon further inspection, we verified that the passenger did not attempt to scan their parking reservation ticket at the gate to enter the lot. The parking team also reported no attempts in communicating with the parking team through the gates and that Lot E was not full during those times. 
  
  This information was then relayed back to the passenger and was again provided with the parking policies and customer support channels for future occasions. 

  Customer Answer

  Date: 07/30/2024

  they said theres footage, then there should be footage of us driving around 3 times, backing out of both Lot E entrances because the ** code did not work. It said Lot E full as well as the second lot E we backed out of there was also another car next to us trying to back out at the same time. That car was also there waiting to go in as we were doing our rounds and having to drive back around since its a one way. There should also be footage of me approaching the men by valet. Im a woman I was wearing an Anaheim ducks sweater. There is footage of this. Not sure why they are lying. Not sure why the employee is also lying. This is ridiculous that I had to pay extra and not get my refund. 

  

  Business Response

  Date: 08/01/2024

  Dear BBB:

  The case was followed up after reviewing the negative ****** review on the business and the replies from the passenger claiming, "Not sure why you and the employee is lying." in one of their replies and "They are lying." in their ****** review, after having responded with the thorough details shown on the reviewed security footage. The refund for the $120 USD paid for the unused parking in *** E was then approved. Evidence of the refund and an explanation of the review process and multiple area involvement was also provided to the same email to clarify the the information relayed to the passenger were based on clear evidence and careful investigation by the involved departments. 

   

• Initial Complaint

  Date:07/10/2024

  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 want to submit a complaint regarding a parking attendant at the pick-up location in front of the CBX building. This incident happened 6/27/24 at 8:10PM- ticket notice #**********, unfortunately the ticket that I was given doesn't have his name or employee number. I paid $65 for this ticket. I had a horrible experience with the man that handed me a ticket with no explanation or warning. This was my first time picking someone up from CBX, and it was very busy and packed with cars. I did not know where to go and needed help as I was having technical difficulties with my car, instead the parking attendant was very unprofessional and of low tolerance, he did not give me a chance to move my car to an adequate area nor he explained where I should go. He was not helpful nor friendly and seemed like he was having a bad day, but should not take it out on others. I witnessed him having the same attitude with others after he was done with me. A family member decided to try CBX because we thought it would be a better experience than the *****************, but I have never had such a negative experience with any staff at the *****************. I highly suggest that CBX properly trains their parking attendants and require them to be respectful and professional, also give appropriate warnings and offer help as needed. It seemed like this man was running a scam by trying to hand out as many tickets as quickly as possible. I am please requesting a refund of the $65 I paid for this ticket as I think it was unfair and uncalled for, given without a warning and by someone that was lacking professionalism and proper training.

  

  Business Response

  Date: 07/12/2024

  I hope this message finds you well. We are writing to inform you that we have reached out to the customer regarding the complaint they filed about an incident with one of our parking attendants at the CBX pick-up location.
  
  We have sent an email to the customer to gather more information and to investigate the incident thoroughly. We would like to clarify that the area in question is a designated red zone, where parking is strictly prohibited. This is clearly indicated by signage throughout the area. Despite this, the customer parked their vehicle in the restricted zone and did not comply with staff instructions to move the car.
  
  However, we will be reviewing the events as described. We are committed to addressing this matter and ensuring that our procedures and customer interactions are conducted professionally and respectfully.
  
  Thank you for bringing this to our attention. We appreciate your assistance and will keep you updated on the resolution of this case.
  
  Best regards,