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Business Profile

Transportation

Cross Border Xpress
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 01-10-2023 I parked inside cbx parking structure where the sign states that the fee is $10:00 for 2 hours. I have the receipt that shows I arrived at 9;08 pm and while I was waiting inside for my wife to arrive from airplane flight i paid the parking ticket from machine inside waiting area at 9:45. I paid $10.00. When she arrived and we tried leaving parking structure they charged us an additional $30.00 because they said we went over on our time. Even though we had receipts showing that that wasnt true they still didnt help us. What they are doing is false advertisement and believe its illegal.

    Business Response

    Date: 03/24/2025

    Dear ******** ******, 

    Thank you for reaching out and sharing your experience regarding the parking charges at CBX on 01- *******. We sincerely apologize for the confusion and frustration this situation caused.  

    After reviewing your complaint, it appears there was a misunderstanding regarding the timing and  charges applied to your parking stay. We understand that you paid $10.00 at 9:45 PM, believing this  covered the $10.00 fee for 2 hours as stated on the sign. However, it seems the additional $30.00  charge was applied because the system calculated your total time from your entry at 9:08 PM until  your exit, which may have exceeded the initial 2-hour period.  

    That said, we acknowledge that this was not clearly communicated to you, and we regret the  inconvenience and stress this caused. We take your feedback seriously and will review our signage  and payment processes to ensure they are clear and transparent for all customers.  

    If you have any further questions or concerns, please do not hesitate to contact us directly at  ******************************* Your satisfaction is important to us, and we are committed to  ensuring a better experience for you moving forward.  

    Thank you for bringing this to our attention, and we appreciate your understanding. We hope to  have the opportunity to serve you better in the future.  


  • Initial Complaint

    Date:08/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 my ticket that included my round trip ticket with CBX when I purchased my flight with Viva Aerobus lon 2/13/2022. I used my pass on June 2, 2022 and it was not valid. I had to pay another round ticket. I talked to Viva aerobus to see why my pass did not work and they told me that I needed to advise CBX which I did and did not receive a response. Viva Aerobus confirmed that my pass was bought and included in my fare. No refund either. I emailed CBX and received a message from ******. I responded to ************************* and she did not respond to me after sending all my information for a refund. I need a reply. I wasted my money having to buy my other round trip ticket because your ticket did not work when I scanned it. All my friend's that were with me that purchased the same ticket package all had no problems. ****** the representative is rude. She refuses to give me my money back even though I provided my proof. My dispute is for ***** GFT9UH was my reservation with viva.I provided my Flight itinerary that clearly shows on the right side the cost for CBX round trip. I also included the Additional ticket that I had to buy on June 2 2022 since CBX said that my boarding pass did include the CBX purchase with my flight.

    Business Response

    Date: 03/24/2025

    Dear BBB After reviewing the complaint, it appears there was a misunderstanding regarding the payment, which was made through Viva Aerobus (reservation number GFT9UH).  

    Refunds on purchases made with an airline must be directed with them. Passenger must Contact  Viva Aerobus for a Refund*: Since the initial payment was processed through the airline, the  passenger will need to reach out to Viva Aerobus directly to request a refund for the duplicate  payment.  

    This information was given to the customer at the time of the complaint which was made on one of  our customer communication channels. 


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