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:03/27/2024

  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.

  To whom it may concern,When I was dropping off my daughters at Cross Borders Xpress (CBX) I received a parking ticket. My daughters were all on time to their flight but they denied entrance to my last daughter through CBX, even though my other three daughters were allowed to enter. She is underage but was traveling with an adult. But my other daughters couldnt miss their flight so they had to leave her there. I went in to try and resolve the issue. I left my car in the yellow zone because there was no sign or indication of no parking. There was no sign of $10 per minute. The only reason I had to leave my car there is because my daughter was getting harassed by the CBX agents and not being let through despite her having all the right tickets and was there on time.My parking ticket for 5 mins was 60$ I was trying to get a response from cbx so I pay late so it was $165.00

  

  Business Response

  Date: 03/29/2024

  Hello ****************, for CBX our priority is to provide our users with a great experience, so we thank you for sharing what happened as it always serves as feedback to improve our service. One of our agents is already taking care of your case so I ask you in the kindest way to be attentive to the instructions that are provided via email to solve your case as soon as possible.  

• Initial Complaint

  Date:03/04/2024

  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.

  I received a citation for a parking violation while using the street parking during recent travel 3/13/2024 through 3/17/2024. I had paid for parking when I parked on the 3/13/2024 but did not realize that in my haste to scan the ** code and while trying to gather luggage and travel documents I had made a type-o error when entering my plate # I entered one number wrong. The prepaid parking is made through the parking whiz app which is posted with ** codes on street signs. It was not until I returned on 3/17 that I had made the error in entering my plate. I received one citation. I immediately filed a dispute and sent screen shots of proof of payment and explained the error I made when entering the plate information. I followed up the online dispute with an email and I proof of payment made from the parkingwhiz app showing payment was made on 3/13 /2024 at 6:52 am. I have since followed up with emails to the email address on the parking citation ************************************* I again checked the information from the citation and found additional citations anll in consecutive number listed although only one citation was left on my vehicle. There is not additional information entered for the consecutive citation numbers showing when they were taken. Again had I not searched my own license plate number I would not have known about the additional citation. I have tried calling the phone number located on Internet for CBX parking but it states no agents are available and promptly hangs up. I dont know how else to resolve this issue since I can not get a hold of anyone who can help. I did submit screen shots of proof of payment with each dispute and with the emails sent. The only citation that was left on my vehicle is #**********. The additional citation # located after searching my plate are as follows Notice# ********** Notice# ********** Notice# ********** Notice# ********** Notice# ********** With no information on date or time when they were issued. The plate entered originally was 32665R2 my correct plate #*****R2. I have proof of payment. Any help in resolving this issue would be greatly appreciated.

  

  Business Response

  Date: 03/24/2025

  Dear BBB, We would like to confirm that the customer was previously notified to submit a dispute  for the last citation (Notice #**********) by sending the required documentation, including proof  of payment and an explanation of the typographical error in the license plate number, to the  appropriate email address for dispute resolution. This information was provided to the customer at  the time of the original complaint through our customer support email.

• Initial Complaint

  Date:03/03/2024

  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 paid Cross Border Xpress, parking pass# ********* for License Plate ******* on Sunday February ******* in the amount of $44.85 which was billed to my card. I had paid until Wednesday 2/21/2024, however, when I got back I had a parking viloation Notice#********** in the amount of $65 which I don't think it is fair. This vehicle parking violation says Failure To Pay but I did pay. I have already paid the Violation in the amount of $65 to avoid any penalties but I would like to get a refund and my emails and phone calls have been ignored multiple times.

  

  Business Response

  Date: 03/24/2025

  Dear BBB. Regarding the parking violation (Notice #**********) issued on February 21, 2024.  

  After reviewing the complaint, we confirmed that the violation was correctly issued due to  overstaying the paid parking time. The system indicated that the vehicle remained in the parking  facility beyond the paid period, resulting in the $65.00 violation notice.  

  While the notice was issued in accordance with our policies, we understand that the situation may  have caused confusion. As a gesture of goodwill, we have provided the passengers with a courtesy  pass to compensate for any inconvenience this may have caused. All this was resolved through  with the customer at the original time of the incident through our customer support email.

  
  

• Initial Complaint

  Date:02/29/2024

  Type:Delivery 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 purchased a round trip at cbx cross border from ********* to ******* and they charge me 3 times the same amount that is $45.95 for a round trip. I only wanted to charged me one time I bought it on line and I didnt notice they charged me 3 times the seme amount. I am a 75 years and is **** for me to understand. So I need them to return me $91.90. Thank you

  

  Business Response

  Date: 03/24/2025

  Dear BBB. After reviewing the information, the passenger purchased in total 4 CBX crossing tickets,  these tickets have been used by the passenger. 2 tickets on 29/03/202, and the remaining 2 tickets  on 29/03/202. For this reason, we cannot proceed with a refund as requested by the passenger. We  understand that they were purchased by mistake but remained valid for 365 days after purchase so  the passenger was able to use them once during this time. 

  
  

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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.

  in feb 16 ** buy family tickets for the amout of173.95 and CBX charge 2 times to my credit car

  

  Business Response

  Date: 02/23/2024

  We are writing to address the recent inquiry regarding a billing issue raised by ************************* (Case #TRR00158020). On February 21st,************** through her daughter ****************************** reported a double charge for a family ticket purchased on February 16th, totaling $173.95.
  Upon investigation, we confirmed that a double purchase caused a duplicate charge for the CBX family ticket. We have promptly issued a full refund for the disputed amount ($173.95) to ************** and have provided them with a detailed explanation of Terms & Conditions.
  The refund confirmation was sent to ************** on February 23rd. Should there be any further inquiries or concerns, please do not hesitate to contact us. Thank you for your attention to this matter.

• Initial Complaint

  Date:12/22/2023

  Type:Delivery 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.

  Cross Border Xpress presents itself as a formal business. However, clients cannot reach the organization via phone for formal complaints. There are numerous complaints in this organization of individuals purchasing tickets and being unable to use them due to unforeseen changes to travel. This organization is a SCAM as it continues to take individuals' money and benefit and scam many individuals. The information on their website was misleading which did not allow my mother (wheelchair services needed) and brother to use their services. In the end, we lost $134.95. Although this may not be a lot, this organization continues to charge high prices and not allow individuals to get their money back, allowing them to SCAM thousands of individuals. This organization needs to be prosecuted or fined for its continuous SCAM.

  

  Business Response

  Date: 03/24/2025

  Dear BBB Cross Border Xpress (CBX) operates under strict travel regulations, and all passengers  must present the necessary documentation to cross the border. These requirements are clearly  stated on our website and at our facility to help travelers prepare in advance. We understand that  this situation was frustrating, and we apologize for any inconvenience it caused. 
  Regarding your ticket purchase, CBX tickets remain valid for up to one year from the date of  purchase and can be used for future travel. The requirements for using our services are clearly  displayed in the website and stated in our terms and conditions to ensure passenger are well  informed. This information was provided to the customer at the moment of the original complaint  through our customer support email. 
  

  
  

• Initial Complaint

  Date:09/27/2023

  Type:Delivery 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.

  Cross border express does not have a phone number for customers to get in touch with them/ email and text are only two options but not everyone who is elderly can not use email or text; there system charged me twice and I wanted to speak to someone about refunding me for one transaction; there system didnt work right and now I have to email them extra informa To get my money back

  

  Business Response

  Date: 03/24/2025

  Dear BBB. We understand the importance of accessible customer service and regret any  inconvenience experienced by the customer. 

  After reviewing the information, it was found that the passenger purchased the extra tickets by  mistake, as a gesture of goodwill we confirmed to the customer that the refund for the extra charge  has already processed. This information was provided to the customer at the moment of the  original complaint through our customer support email. 

  
  

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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 bought two tickets for the Cross Border company and did not use them. They said they would always be valid to use but the business is denying me to use them. They said they expired in 1 year even though they didnt. I want to be able to use them or get a credit or a refund.

  

  Business Response

  Date: 03/24/2025

  Dear BBB, Regrettably, we are unable to process the refund requested, as the tickets had already  expired at the time of the passenger inquiry. At the time of purchase, all customers agree to our  terms, which state that ticket sales are final and are valid only for one year after purchase. These  policies are designed to maintain transparency and provide a clear booking process for all  travelers. The passenger was correctly informed of this at the moment of the original complaint  through our customer support email. We sincerely regret any inconvenience this may have caused. 

  
  

• Initial Complaint

  Date:04/20/2023

  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.

  4/5/23 I was able to pass though the CBX

  

  Business Response

  Date: 03/24/2025

  Dear BBB. After reviewing the information of this complaint we are unable to find any record or any  communication from the passenger, and based on the comments in the complaint, we do not find  any issues with the service provided. For this reason, we are unable to proceed with the refund  requested.   

• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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.

  DEBO ACLARAR QUE MI QUEJA ES CONTRA EL ESTACIONAMIENTO DEL CROSS BORDER XPRESS; EL PASAD0 ************************** ESTACIONAMIENTO POR LOS **** DE LA DURACION DE MI VUELO QUE FUE DEL DIA ************************************** PERO CONFUNDI LA HORA EN LA QUE DEBERIA DEJAR EL ESPACIO LIBRE, ES DECIR EN VEZ DE PONER 6:00 PM PUSE 6:00 AM, Y POR ESTA RAZON RECIBI UNA INFRACCION, Y DECIDI DISPUTAR LA INFRACCION POR QUE CREO QUE ES UNA CONFUCION RAZONABL; ESTO LO HICE EL MISMO DIA DE LA INFRACCION EN LA PAGINA WEB: ******************************************, PERO NUNCA ***** RESPUESTA ALGUNA POR NINGUN MEDIO;POR LO CONTRARIO ESTUBE TRATANDO DE COMUNICARME CON ELLOS PARA SABER LA RESOLUCION PERO ME DI CUENTA DE QUE EL NUMERO DE TELEFONO QUE APARECE EN EL SITIO WEB NUNCA ES CONTESTADO, Y TRATE DIFERENTES **** Y DIFERENTES HORARIOS; TAMBIEN TRATE DE COMUNICARME CON CBX A TRAVEZ DE CORREO ELECTRONICO PERO CONTESTA UN SISTEMA AUTOMATISADO QUE NO ME PERMITE IR MAS ALLA, YA QUE ES UN ROBOT, ADEMAS LA INFRACCION FUE POR $60.00 SI ES PAGADO DENTRO DE LOS PRIMEROS 15 ****, ASI LO ACLARA EL PAPEL DE LA MULTA, AL NO PODER COMUNICARME CON ELLOS DECIDI PAGAR LA INFRACCION Y AL INTENTAR HACERLO ME DOY CUENTA QUE SE ME ESTABA ACUMULANDO DINERO DIA CON DIA, YO PAGUE LA MULTA EL DIA 8 DE DICIEMBRE 2022 Y YA SE ME HABIAN ACUMULADO $160.00 LO QUE NO CONCUERDA CON LOS 15 **** QUE ADVIERTE EL PAPEL DE LA INFRACCION DE LA CUAL ADJUNTARE FOTOGRAFIAS .

  

  Business Response

  Date: 03/24/2025

  Dear BBB. After reviewing the case, we found that the parking violation was correctly applied, as  the system automatically records the parking duration based on the information entered at the  time of purchase, this is mentioned by the passenger.  

  The instructions on how to dispute a violation are included on the parking notice, along with the  website where the passenger can submit the dispute. 

  We understand that this situation may have been caused by a misunderstanding, and we regret any  inconvenience when trying to contact us, we provide support by live chat and email that are  displayed on the CBX website.