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:04/30/2025

  Type:Billing 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.

  Complaint: 23268087
  
  I have reviewed the business' response and am rejecting it because:
  
  As of today, I have not received the check.  As discussed, this was the previous issue, they said they mailed the check but it was never received after 6 weeks.  If I do receive the in the meantime, I will notify the BBB.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/06/2025

  Rosenthal, Morgan, and Thomas are a third-party collection agency.  The account pertaining to **** ****** with ****** Security was placed in our office on February 19, 2025.  We sent him a letter notifying him of this information and the various ways of remedying this situation.  He could either pay the balance, dispute the debt, or contact us to discuss the matter.  We spoke to Mr. ****** in early March to discuss the status of his account.  Based on the conversation, he agreed to a settlement.  After the payment was processed, Mr. ****** noticed that the amount was the full amount owed, rather than the settlement offer.  Upon this realization, we sent him a check for the difference.  Mr. ****** then contacted us for the status of the refund.  We explained that it had been mailed to him. The customer advised us he was reversing the charge. We confirmed today that the check has not cleared our account. Therefore, we placed a stop payment on that check and have issued another one today. Contingent, to his payment not being returned.

  Customer Answer

  Date: 05/19/2025

  Good news, i received the check, this complaint is now resolved, thank you.

  ****

• Initial Complaint

  Date:04/28/2025

  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.

  Complaint: 23260326
  
  I have reviewed the business' response and am rejecting it because the business, ********s response is inaccurate and false. They did not discuss other payment options with me and they did not send any documents to me during the call. They did not have my email address previously and I did not disclose it to them or to the original account owner. I can only assume they received it via the complaint I filed with the BBB. It should also be noted that I spoke to a ******** employee named ******* ***** on 28 April 2025, not the contact named ********* ******, that sent the email on the 29 of April 2025 at 4:20pm EST. Please see attached screenshots that confirms the date and time the email was actually sent. Included is also the date and contents of the letter ******** included via the above referenced email the day after the phone call with ******* ***** dated 28Apr2025. As previously stated and shown in the their email, there was not and has not ever been any discussion of the payment plan referred to their response to the BBB compliant/inquiry. In addition, the events of the phone call can be verified as it was stated during the call that it was being recorded. Review of the phone call from the 28 of April 2025 between ******* ***** and myself will prove that no additional terms were disclosed, no alert that additional documents were being sent was communicated and also prove that ******* ***** threatened me with false statements regarding legal action being taken against me and hung up on me. I want to reiterate that ******* ***** told me the company that hired him was going to take me to court and that I needed to get a lawyer during the 28 Apr 2025 phone call. Then the next day on 29 April 2025, the company sent the attached email and information thus proving that ******* ***** nor the company who hired him did not have any intention of getting a lawyer before, during or after the phone call on 28 April 2025. ******* ***** made those threatening, false statements to attempting to scare and intimidate me illegally. In addition to illegal intimidation tactics, now this company is making false statements about the events and what actually happened during the phone call with ******* ***** on 28 April, 2025. 
  
  
  
  Sincerely,
  
  ******* ******structed him to read out my SSN. I told him to never read out my SNN out loud ever again as it was a security risk to my personal information and that if anyone else had answered my phone, they would now have a way to verify themselves as me with my bank or any other source. I asked him to confirm that he would never do that again and he refused. He then proceeded to ask me if I wanted to settle my debt with the company that hired him. I offered him a different number, and he told me that was not possible. So, I offered a payment plan, he told me that was not an option either and proceeded to threaten me by saying that the company who hired him was on the verge of filing a judgement against me and taking me to court. I told him that was illegal to say as it was the first time I was ever speaking to them. He proceeded to accuse me of yelling; I informed him I was not yelling and demonstrated the difference between talking and yelling. He then told me "To get a lawyer" and hung up.

  Business Response

  Date: 04/29/2025

  Rosenthal,Morgan, and Thomas (RMT) is a third-party collection agency.  The account pertaining to Ms. ******* ****** was placed in our office on December 11, 2024,by the creditor, Extra Space Storage (ESS).  We sent Ms. ****** notification that her account was placed with us and the different avenues she can take to resolve the matter, such as paying the balance, disputing the debt,or contacting us to discuss the status.  On April 28, 2025, we were able to contact her, and at that time, we discussed the account.  She demanded to settle the balance for an amount unacceptable to the creditor.  We then proposed a counteroffer allowed by ESS.  She then stated how she wanted to make small monthly payments, on the reduced sum offered.  We explained the terms and conditions specified in her signed lease agreement and offered small monthly payments on the balance owed.  As we discussed with Ms. ******* we sent her the documents that validate the debt.  We are willing to work with Ms. ****** to resolve this matter and confirmed the creditor would accept the settlement offer in two equal payments or Ms. ****** can make the requested smaller monthly payments on the full sum owed without any interest or penalties.

• Initial Complaint

  Date:04/10/2025

  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.

  Rosenthal, Morgan and Thomas sent me a collection notice from Brinks Security. I email them and advised that I did not ********** Security any funds. Two days later, I was called by a ***resentative telling me that I owed the funds. I advised the *** that I had documentation showing I did not owe Brinks Security. She did not care. Now I have a notice that I did not file a dispute so now it will go on my credit ***ort. This is unlawful. I need this resolved right away. ******* ********

  Business Response

  Date: 04/16/2025

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to ******* ********* with ****** Security, was placed in our office on February 3,2025.  We sent Ms. ******** a letter dated February 3, 2025, notifying her that her account was placed with our office and the means to either pay the balance, send us a letter disputing the debt or contact us to discuss the matter. We made several attempts to contact her, and on March 20, 2025, we spoke to her explaining the status of her account. She indicated that she submitted a dispute to which we let her know that we never received it.  We then asked her to resend the letter and provided her the information by which to do so.  ********** never received any such letter.  Then on April 11, 2025, we received notification that Ms. ******** filed a complaint with your office (BBB).  We requested and received the documents from the creditor validating the debt.  We have sent Ms. ********* this information to review.  We look forward to discussing this situation with Ms. ********* and resolving this matter with her. 

• Initial Complaint

  Date:01/03/2025

  Type:Sales and Advertising 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.

  The worst and dishonest trading company that I ever have had the misfortune of dealing with. They are, in my mind, criminals. I requested a withdrawal of $780,000 from my account. And in about 7 hours, the withdrawal had been put back into my account. Then my account was traded illegally within 11 trades taken and losing all the money. I complained to this company and they didn't give a **** about it. I had to reach out to buglass teams via Email (frankbagdan @ gmail com) to assist me in getting back my money. Glad I have all my money back now.

  Business Response

  Date: 01/16/2025

  Rosenthal,Morgan and Thomas (RMT) is a third party collection agency.  RMT is not a financial trading exchange company and therefore do not hold any personal assets for anyone.  I believe that ************** has Rosenthal, Morgan and Thomas confused with another company.  We don't show her name in our system either.  If she would like to provide more information, we would be happy to assist her with clarification.

• Initial Complaint

  Date:10/24/2024

  Type:Customer Service 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/04/2024

  Rosenthal, Morgan and Thomas is a third party collection agency.  We are in receipt of the BBB complaint filed by ******* *************** The account pertaining to ****** ******** was placed in our office by our client on April 10, 2024.  We sent a letter ******************** ********, of this information.  We then made attempts to contact Mr. ****** ******** via calls using the numbers provided to us.  At no time were we able to make contact with Mr. *************** Since we never spoke to Mr. ******* ********, we were unaware that we were calling the wrong number until we received the complaint issued by him.  We have since removed that number.  Mr. ******* ******** will no longer be receiving calls from our office regarding this matter.

• Initial Complaint

  Date:10/11/2024

  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.

  Complaint: 22412851

  
  I have reviewed the business' response and am rejecting it because:

  
  Communication on October 11, 2024: While Rosenthal, Morgan, and Thomas (RMT) state that the first contact was made on October 11, 2024, their representatives were hostile during both conversations. The representative ***** ****** was aggressive during our first call at 2:19 p.m. CT, and ******* ***** threatened me with legal action and court costs during the second call between 2:25 p.m. and 2:30 p.m. CT. These actions violate the Fair Debt Collection Practices Act (FDCPA), which prohibits threats and misleading representations.

  
  Verification of Identity: Contrary to their claim, I did not refuse to verify my identity. I sought to verify the legitimacy of the collection efforts and was met with an inappropriate tone from their representatives, which led to me ending the call.

  
  Cease and Desist Request: My cease and desist request was sent in writing on October 11, 2024, not in response to this BBB complaint. I expect that *** will fully honor the request and cease all further communications unless legally required.

  
  Debt Validation: While I have received documents related to the debt, I am continuing to review them. I still request a complete and transparent validation of the debt, including a breakdown of fees, interest, and confirmation that the debt is within the statute of limitations in *****. If the debt is not properly validated or is outside the statute of limitations, I expect that all negative credit reporting will be removed as per the Fair Credit Reporting Act (FCRA).

  
  Resolution Sought: I request that:

  
  Rosenthal, Morgan & Thomas provide full validation of the debt, including a detailed breakdown and legal authority to collect.
  Any negative credit reporting associated with this debt be removed, especially if the debt is not properly validated.
  My cease and desist request be honored, and no further collection attempts be made unless initiated by me.
  I reject the business' response because the behavior of their representatives was unprofessional, and my requests for debt validation and cease and desist have not been fully addressed.

  
  Sincerely,
  *********** R. *******

  rsations, including the hostile behavior of ***** ******, were on recorded lines. Additionally, they have failed to provide full validation of the debt, as required by ***** 809, and continue to contact me, violating ***** 806 and 805(c).What resolution you are seeking: I am requesting that Rosenthal Morgan & Thomas:Cease all communication with me, including phone calls, emails, and letters, in compliance with the ***** 805(c).Provide full validation of the debt, or confirm that the debt is invalid if they are unable to validate it.Remove any negative credit reporting associated with this debt under **** 611(a)(5)(A) if the debt cannot be validated.If the debt cannot be validated, I expect the debt to be forgiven and all collection efforts to cease.This matter has caused significant stress, and I would appreciate a timely resolution that adheres to federal law.

  Business Response

  Date: 10/22/2024

  Rosenthal, Morgan and Thomas (RMT), is a third party collection agency.  The account pertaining to *********** ******* with Extra Space Storage, was placed in our office on May 13, 2024.  We sent him a letter notifying him that his account was placed with us and how he can either pay the debt, dispute the balance, or the means by which to contact us to discuss the matter.  The first time we spoke to him was on October 11, 2024, when he called us to discuss the debt.  When we attempted to confirm his identity he refused, so we explained that we cannot disclose any information until we get confirmation that we are speaking to the correct person.  He disconnected the call.  Several minutes later Mr. ******* called back and spoke to another representative who also explained the same thing.  Mr. ******** once again he disconnected the call, without verification of his identity. We are not trying to be rude but have to protect his information and can't disclose any data without verification. This protects him and RMT. On October 14, we then received notification that Mr. ******* filed a complaint with the BBB.  Per his complaint, he asked to have the validation of the debt provided to him.  We contacted the creditor and received the documents, validating the debt, which we have sent to him. In his complaint, he also request that RMT cease and desist from any additional collection attempts.  We have ceased collection activity and will no longer make any further attempts to contact him regarding this matter, unless he authorizes or initiates contact with us. We would be happy to work with the BBB to resolve the matter.

• Initial Complaint

  Date:08/17/2024

  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.

  The company sent me a letter stating that they were a collection agency and were trying to collect a debt. It further stated that if I disagreed I was to call **************. I called and a recordings stated no one was available to speak to me. Then they requested I leave a message and someone would get back in touch with me. I left a message however, no one has gotten back to me. The letter further stated that I could go to their website at www.rmtcollects.com. I attempted to do that. I left two messages to no avail. I noticed that the website and letter have different addresses for the company. I am not sure if this is a scam to get money from me or what. They state that they represent a company that I stopped doing business with in February 2024. The letter goes on to state: "Notice: See reverse side for important information. 100. There is nothing on the reverse side of the unsigned Xeroxed letter.

  Business Response

  Date: 08/21/2024

  Rosenthal, Morgan and Thomas is a third party collection agency. The account pertaining to ********************* was placed in our office by Brinks Security on August 8, 2024.  Rosenthal,Morgan and Thomas (RMT) sent him a letter on August 9, 2024, notifying him that his account was placed in our office and that he can resolve the account by either paying the debt, disputing the debt, or to contact us to discuss the matter.  On August 19, we received information regarding Mr. ******* complaint. His complaint reads that he left a voicemail message requesting a call back.  He also states that he sent us emails through our website.  We received one voicemail message from him on August 16, 2024, after our office was closed for that day.  Per his voicemail, we contacted ****** and requested a copy of his contract along with his payment history.  Per his request, we sent him both.   We welcome the opportunity to work with **************** to resolve this matter. 

• Initial Complaint

  Date:08/16/2024

  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.

  They called saying I was in breach of contract with Brinks. However, my contract with ****** ran out in February of 2023, I signed a 3 year with them in February of 2020. I continued paying automatically until September of 2023 when I remembered that I could stop it. I kept trying to cancel on the phone with them but they wouldn't . I asked for copies of my contract and never received them. When Morgan Rosenthal called they refused to send me my contract but instead just kept reading the part they say I signed telling me my contract was supposed to auto renew every three years. I asked for proof and they told me that's not how this works. So I am just supposed to pay a bill based on your word? Why can't I see the proof that I owe the money?

  Business Response

  Date: 08/21/2024

  Rosenthal, Morgan and Thomas is a third party collection agency. The account pertaining to *********************** was placed in our office by Brinks Security on April 5, 2024.  Rosenthal,Morgan and Thomas (RMT) sent her a letter on April 10, 2024, notifying her that her account was placed in our office and that she can resolve the account by either paying the debt, disputing the debt, or to contact us to discuss the matter.  Since then, our office has made various attempts to contact her.  On August 16, we were able to speak to ************** where we explained the status of the account and the possible ways to resolve the balance due. Then on August 19, we received information regarding **************** complaint.  Her complaint reads that she tried to cancel the contract via phone calls but ****** wouldnt cancel.  Per our conversation with her on August 16,we requested and received a copy of her contract dated February 13, 2020.  On paragraph 2, under the topic: Terms and Conditions, it clearly states that the agreement will automatically continue on a month-to-month basis after the initial 36 month term.  And at the end of the initial term or any period thereafter, cancellation of the agreement requires a 30 day written notice of cancellation with signature via electronically, mailed or faxed.  We sent ************** a copy of the contract, along with a copy of her payment history and an extension letter dated August *******, which indicates her agreement to extend the original term of the contract by 31 additional months.  Per her request, we have closed her account in our office and will no longer be contacting her regarding this matter.  

• Initial Complaint

  Date:05/30/2024

  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.

  Complaint: 21780402
  
  I am rejecting this response because:
  
  I have never received a letter from your company. The many times you all called my phone you were very rude and combative. Ive spoke with different employees and was spoken to very rudely and hung up on as well when I returned the energy I was given . Your office has not tried to work with me even after I offered a payment arrangement I could afford. You all declined and  threatened to **** So now we are here still with no resolution. Furthermore I requested a manager call me back from the storage to discuss the amount I should not been charged. In addition I wasnt aware of being charged even though there were only 3 items left.
  
  Sincerely,
  
  ***********************oying more so with their scare tactics they try and use. Today 5/30/24 I received a call from a woman that was very condescending and rude from the moment she called. In the middle of me talking she slammed the phone down and hung up. I called back and she lied and said they had phone issues but clearly, she hung up once again we got nowhere.

  Business Response

  Date: 06/12/2024

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to *************************** was placed in our office on January 9, 2024, by Extra Space Storage.  We sent **************** a letter notifying her that her account was placed with us and the means by which to remedy the debt.  She can either pay the balance due, dispute it, or contact us to discuss the matter.  We acquired a copy of the lease originated and signed by ****************, as well as a copy of the payment ledger.  After she vacated her belongings, **************** knowingly left several items in the unit with the anticipation that it would be sold at auction facilitated by the site.  Per her complaint, she claims that she wasnt aware that she would be charged for every month until the unit was up for auction.  Even though **************** paid in full when she vacated the unit, she was still charged the foreclosure fee as stated in the lease and the time from when she vacated the unit through the anticipated auction, since the facility could not rent the unit until it was emptied and cleaned.  We are willing to work with **************** to resolve this matter.

  Business Response

  Date: 06/17/2024

  ******************** account was placed with our office on December 6, 2023.  We spoke several times with her on January 23, 2024, January 29, 2024, on February 26, 2024, March 26, 2024, April 12, 2024, May 13, 2024, and May 30, 3024.  We attempted to make reasonable arrangements to help her resolve the debt.Thereafter, we were notified of the complaint she filed with the BBB.  In order to resolve this matter, Extra Space Storage has agreed to settle the account for 50% of the balance due.  

  Customer Answer

  Date: 06/18/2024

  Complaint: 21780402
  
  I am rejecting this response because:
  
  Can this arrangement be paid in 2 payments? 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/21/2024

  I am confused on how this case was closed for a good faith attempt when I responded with a question to their last response ? They asked about a settlement I asked can that be made in 2 payments, this is not resolved