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: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,

• 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.