Complaints

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• Initial Complaint

  Date:04/16/2025

  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.

  To Whom it May Concern,rabbittransit entered into a contract relationship with JCSI, ********************************* effective January 4, 2023. The agreement remains in effect until all deliverables with the engaged job slots have been fulfilled. One job slot is defined as equivalent to one Operator hiring need. Subsequently, two contract addendums were executed in September 2023 and November 2023 to support continued hiring needs. On Thursday, March 13, 2025, we received an email from ******* ******, Vice ********* Recruitment Strategies JCSI, indicating that they have receached a point where they can no longer continue to exceed deliverable and operate outside the agreement to accommodate additional hiring needs. According to our records, a total of 38 job slots were purchased under the agreement. Of these, 18 have resulted in successful hires to date. We have paid JCSI a total $132,544.50 for services rendered. An additional hire is scheduled for April 21, 2025, which would bring the total number of successful hires to 19. With this pending hire, we would have a remaining balance of 19 unfulfilled job slots. We bring this to your attention due to the amount paid under the contract and the failure to deliver the results. We believe that the underlying bid was not achievable and therefore, JCSI was unjustly enriched due to promises made in their marketing materials and pre-contract discussions with rabbittransit. We make this complaint in the hopes of avoiding other employers being taken advantage of through similar predatory behavior.

  

  Business Response

  Date: 05/01/2025

  To Whom It May Concern,

  
  JCSI would like to formally respond to the complaint submitted by Rabbittransit. We are a *********************************** that provides supplemental recruitment support by delivering qualified, interview-ready candidates ("Interviewable candidates") to help our clients meet their hiring goals. While we deliver high-quality candidate flow, we do not,and cannot, guarantee hires, as we are not involved in or in control of the clients internal hiring process once candidates are handed off to them.
  

  Contractual History with Rabbittransit
  JCSI and Rabbittransit entered into a total of three agreements:
  Initial Agreement: Executed on January 4, 2023
  Addendum 1: Executed in September 2023
  Addendum 2: Executed in November 2023

  These agreements were created to support ************** ongoing hiring needs based on JCSIs initial successful performance.
  Across all three agreements, ************* purchased a total of 38 job slots, each of which equates to one Operator hiring need, as explicitly defined in the contract.

  
  Deliverables and Fulfillment
  According to the agreements:
  Each job slot entitles the client to a minimum number of qualified, "interviewable candidates", typically at least two per position.
  JCSI agreed to continue working beyond standard timeframes if needed, or issue credits for unfulfilled slots.
  The Job Slot price outlined in the agreements is a fixed rate for JCSI to achieve the "interviewable candidate goal"
  A Two-Week Role Replacement Guarantee was established, allowing ************* to cancel or reassign a role within two weeks of kickoff without penalty. Beyond that window, the slot is considered utilized due to the investment made by JCSI.
  At no point in any agreement, communication, or marketing material has JCSI stated or implied that we guarantee hires. That expectation is explicitly contractually unsupported. Attached is also a copy of the marketing that was referenced in Rabittransit's complaint, which also does not state a hire guarantee. 

  
  Performance Summary
  Target Deliverable: 114 total interviewable candidates (3 per position instead of the standard 2, to accommodate client-requested scope changes which JCSI waived standard up-charge for).
  Actual Delivered: 275 interviewable candidates, exceeding the contractual obligation by 241%.
  JCSI provided 161 additional candidates beyond the agreement, without charging Rabbittransit for this added service.
  The 275 candidates resulted in 39 known offers and 19 known hires 
  JCSI lead numerous consultative sessions over the two-year period to assist with:
  Interview-to-offer conversion rates
  Offer acceptance rates
  Competitive salary benchmarking
  ************* placed on hold or canceled 12 searches outside of the two-week guarantee window, which, under the agreement, should have resulted in 12 forfeited job slots.
  Despite these efforts and overdelivery, JCSI has only invoiced and collected fees explicitly agreed upon in the contracts. At no point has JCSI made claims for additional compensation, even though ************* declined to participate in a hiring audit to determine whether more than the 19 known hires may have resulted from the 275 interviewable candidates delivered.

  
  Conclusion
  In March 2025, JCSI informed ************* that we could no longer continue service without additional compensation, after significantly exceeding our deliverables and offering ongoing consultative support. This decision followed good faith efforts to help ************* improve hiring results through adjustments within their internal processes, which were not implemented.

  
  JCSI categorically denies any allegation of unjust enrichment or predatory behavior. Our engagements with clients are transparent,performance-based, and contractually driven. The assertion that JCSI did not fulfill contractual obligations is unfounded, as we not only met but far exceeded the agreed-upon terms.
  We are committed to ethical and results-driven service, and we regret that ************** internal hiring challenges have led to this mischaracterization of our partnership.

  
  

  

  Business Response

  Date: 05/01/2025

  To Whom It May Concern,

  
  JCSI would like to formally respond to the complaint submitted by Rabbittransit. We are a *********************************** that provides supplemental recruitment support by delivering qualified, interview-ready candidates ("Interviewable candidates") to help our clients meet their hiring goals. While we deliver high-quality candidate flow, we do not, and cannot, guarantee hires, as we are not involved in or in control of the clients internal hiring process once candidates are handed off to them.
  

  Contractual History with Rabbittransit
  JCSI and Rabbittransit entered into a total of three agreements:
  Initial Agreement: Executed on January 4, 2023
  Addendum 1: Executed in September 2023
  Addendum 2: Executed in November 2023

  These agreements were created to support Rabbittransits ongoing hiring needs based on JCSIs initial successful performance.
  Across all three agreements, ************* purchased a total of 38 job slots, each of which equates to one Operator hiring need, as explicitly defined in the contract.

  
  Deliverables and Fulfillment
  According to the agreements:
  Each job slot entitles the client to a minimum number of qualified, "interviewable candidates", typically at least two per position.
  JCSI agreed to continue working beyond standard timeframes if needed, or issue credits for unfulfilled slots.
  The Job Slot price outlined in the agreements is a fixed rate for JCSI to achieve the "interviewable candidate goal"
  A Two-Week Role Replacement Guarantee was established, allowing ************* to cancel or reassign a role within two weeks of kickoff without penalty. Beyond that window, the slot is considered utilized due to the investment made by JCSI.
  At no point in any agreement, communication, or marketing material has JCSI stated or implied that we guarantee hires. That expectation is explicitly contractually unsupported. Attached is also a copy of the marketing that was referenced in Rabittransit's complaint, which also does not state a hire guarantee. 

  
  Performance Summary
  Target Deliverable: 114 total interviewable candidates (3 per position instead of the standard 2, to accommodate client-requested scope changes which JCSI waived standard up-charge for).
  Actual Delivered: 275 interviewable candidates, exceeding the contractual obligation by 241%.
  JCSI provided 161 additional candidates beyond the agreement, without charging Rabbittransit for this added service.
  The 275 candidates resulted in 39 known offers and 19 known hires 
  JCSI lead numerous consultative sessions over the two-year period to assist with:
  Interview-to-offer conversion rates
  Offer acceptance rates
  Competitive salary benchmarking
  ************* placed on hold or canceled 12 searches outside of the two-week guarantee window, which, under the agreement, should have resulted in 12 forfeited job slots.
  Despite these efforts and overdelivery, JCSI has only invoiced and collected fees explicitly agreed upon in the contracts. At no point has JCSI made claims for additional compensation, even though ************* declined to participate in a hiring audit to determine whether more than the 19 known hires may have resulted from the 275 interviewable candidates delivered.

  
  Conclusion
  In March 2025, JCSI informed ************* that we could no longer continue service without additional compensation, after significantly exceeding our deliverables and offering ongoing consultative support. This decision followed good faith efforts to help ************* improve hiring results through adjustments within their internal processes, which were not implemented.

  
  JCSI categorically denies any allegation of unjust enrichment or predatory behavior. Our engagements with clients are transparent, performance-based, and contractually driven. The assertion that JCSI did not fulfill contractual obligations is unfounded, as we not only met but far exceeded the agreed-upon terms.
  We are committed to ethical and results-driven service, and we regret that ************** internal hiring challenges have led to this mischaracterization of our partnership.