ComplaintsforRosenthal Morgan & Thomas Inc

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a call from this company due to having a Life Storage Unit. The Life Storage was paid monthly never missed a payment. I call Life Storage in September and let them know I would not need the unit any longer because I was moving and asked how longer after the last payment was paid that i would be able to retrieve my things she said I would be able to get in the gate 7 days after the payment was paid I paid this payment and retrieved all my thing accept a couch and bed. I was made aware that these things would be auctioned off if I didn't come pick up. I didn't go back and pick these things up so they were auctioned off. I wasn't aware that I would be charged for every month until they were auctioned off. I requested a call from a manager (complaint submitted here) but never received a call. The next couple of months i get a call from a rude cold woman from this third part so called law firm threating me about suing. Every since then everyone I have spoke with was rude and annoying 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

  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.

  Customer response

  06/13/2024

  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,
  
  ***********************

  Business response

  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 response

  06/18/2024

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

  Customer response

  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 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Physical threats

  Business response

  06/25/2024

  We are in receipt of your letter disputing the above-mentioned account.  Enclosed are documents, provided by the creditor, which validates the debt.  Please review the following sections of the attached contract and any other pertinent documents provided then contact our office to discuss this matter further.

  1. The term of the agreement along with its renewal period.
  2. The cancellation clause.
  3. The section which specifies you have read and understood the terms and conditions of this agreement.
  4. The signature acknowledging the agreement between both parties.

  We look forward to resolving this matter in a timely fashion.  Our office hours are 9:00 a.m. to 9:00 p.m. Monday through Thursday, 8:00 a.m. to 4:30 p.m., Friday and 8:00 a.m. to 12:00 p.m. Saturday **************** Time.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Great afternoon Hope all is well. I had a balance with ExtraSpace where I couldn't pay them and the unit was auctioned off. I received a text once the items was removed saying thanks for moving out. I was never told by extraspace that whatever we sell your unit for doesn't meet the balance you have to pay the difference. I get a call from these rude people at Rosenthal Morgan and Thomas about you need the pay the balance now. Starts screaming out the top of their lungs (calls are recorded) which is very unprofessional. I clearly asked them let me reach out because they process doesn't even sound right. I have been waiting for the District Manager to reach out to me (***) since November 17. I got another rude person today that called saying we are going to tell them you are not going to pay and hung up. Once again call recorded and that's not what I told her.

  Business response

  12/06/2023

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to ************************* with Extra Space Storage (ESS) was placed in our office on November 9, 2023, with a balance due of $733.22.  We requested and received a copy of the lease signed by **************** dated February 28, 2022.  Per the lease, the customer is required to pay the remainder of the balance due, if the sale of the unit is less than the balance due. Please read the default clause of the consumers agreement.  We will gladly work with **************** to resolve this matter. 

  Customer response

  12/17/2023

  Grand rising

  Hope all is well. I did not receive a response on this case. I'm sorry if I missed it or overlooked it. The third party agency did not handle the call that way. I was not aware when Extra Storage sells the space that I owe a balance if it did not meet their requirements. Furthermore they brought out the previous company that runs it. I will have to see what they lease agreement says which I probably don't have since everything is gone. I don't want this third party collection agency calling because they are very unprofessional with talking with me.

   

  Thanks 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I had received call from this company a few weeks back and everytime I call them back I get voice mail now they a condescending and aggressive. ******* **** ext ***. So she answers the phone asks me if I lived ****** St. In ******. I said what is this about she said it was the address I had on my ID When I opened the account. #1 I haven't lived in ****** in 25+ years and never had an ID with ****** Street. She say it's an old account she does the point of identity checklist by saying my birthday I said yes well you owe extra space and we're collecting $640. and I was cut off. I said how can I open an account with that address I lived there 25+ years ago? She said sir let me tell you we have your address as *** ** **** ***** ******* and I said what are you talking about you just said ****** St. And I tried to say my bill was paid and she wouldn't let me speak. would not even let me speak she said she was being courteous and talked over me I wasn't hostile until I said courteous is mot speaking over some one. She hung up on me after I sat and listened to her talk crap. So I called back to report her in the company for unprofessionalism. He takes my info said I refused to pay and I try to say but I have an email stating otherwise and he cuts me off before I get out 3 words. I continued to say but hey it's paid and he says you are not going to dominate this conversation. meanwhile I've said 10 words and listened to his every growing hostility because I want to know the details. So in my prior contacts I stated that before I speak on the phone send me an email with full disclosure on the account. he says we have restrictions on how we can contact you and we could do it that way but it's going down as refusal to pay. Meanwhile my mind is spinning from this carny talking auctioneer. He says it's not like someone went into your storage and got this information to open an account. I called him every name. They r Gas lighting. THEY Got my info from credit check

  Business response

  10/19/2023

  Thank you for your contact. Rosenthal, Morgan and Thomas Inc. is a third-party debt collector. On 12/12/22 ********** ******* placed the account with our office. We sent the consumer written notification as required by law. Advising him that the account was placed in our office. The letter advised him of his rights to dispute said debt, our contact information and a link if he wished to make a payment. Prior to 10/10/23 we had no contact from the consumer, mail return, nor any form of dispute after months of RMT attempting to contact the consumer. Upon his contact 10/10/23, We attempted to verify RMT was speaking to the correct party, so as not to disclose any personal information to a third-party. After finally confirming we were speaking to the correct party. The representative attempted to explain the situation to the consumer and advised him that she could forward him validation of the debt. The consumer was not satisfied with this option and requested a manager. The manager then attempted to verify where to send said validation information. The consumer again did not want to provide updated information. The account was placed in a dispute status and validation requested from the creditor. This information will be sent to the consumer at the address we have on file and await his response. Should he have any information he would like provide us proving, that the account was paid in-full. He is more than welcome to do so through the BBB or directly to RMT at ********************.  Our business hours are listed on all notifications sent to the consumer. We are available Mon.- Thur. 9 am-8 pm. central standard time and Friday 8 am. - 4:30 pm central standard time. We look forward to hearing back from the consumer and helping him resolve said matter. Please let us know if any additional information is required.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recovery company entered into a monthly agreement to draft $50.00 a month from my bank account, I didn’t think to get it in writing, so they tried to take it bi weekly, but I call my bank, and blocked them from entering my account. They have ie set up where they recognize your number, and won’t allow you to speak with anyone I can’t locate the paper I wrote down the contact person’s name, if you don’t know the name or the extension of the person, you can’t get through, when they tried to take it bi weekly they sent a letter stating if you dispute the payment called a certain time before, but you can’t get through to anyone. Someone picked up the call, and threw me back in the cue. I called ******, who I also reported to you, said there was nothing they could do. They transferred me to a women’s extension, I’m sure had nothing to do with me, I left a message, but got no return call.

  Business response

  09/28/2023

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to ***** ****** with ****** Security was placed in our office on September 28, 2022.  We sent a letter notifying Ms. ****** of the placement of her account and that she can resolve this debt by paying the balance, disputing the debt, or contacting our office to discuss the matter. Since the placement of the account, we have sent Ms. ****** letters emphasizing this information.  On July 29, 2023, Ms. ****** contacted our office to discuss the status of her account.  On July 31, 2023, we confirmed that she spoke to the manager and agreed to 24 bi-weekly payment arrangements with a start date of July 31, 2023 through June 21, 2024.  These specific dates were based on the information that Ms. ****** provided per her pay dates.  On September 13, we received a voicemail message from her stating that she never agreed to the bi-weekly payments, so we stopped the remaining transactions which she previously agreed to.  We then made attempts to contact her.  On September 27, we received communication from the BBB that she filed a complaint regarding this subject.  If she wants to change the bi-weekly payments she previously had set up to monthly payments, she will have to contact us and so we can set it up.  We are willing to assist in resolving her discontent. Thank you for your assistance with this matter. Please let us know if you require any additional information regarding this complaint. Thank you again and have a great day.

  Customer response

  09/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have had a hard time communicating with this recovery company for quite sometime, when I did get in touch with them, they were un willing to set a payment that fit into my budget! And pretty cold, and nasty about the whole situation! So for a long period of time the situation was dormant, as I didn’t know what to do, I called ******, and finally got a very nice black man on the phone, explained my situation, the same day, I tried the recovery company and got thru, that is when I spoke to a white man, really hate I mis placed his name and extension, and set up a monthly auto draft from my bank account for the 30th of the month. Never crossed my mind to get it in writing! I find it interesting when I just read that they said I called my bank to stop any further payments from my account because they sent me a letter saying it was sent back due to insufficient funds, never set up bi weekly payments, that is a lie! Forward to today I called this recovery company got thru where they weren’t answering my calls, again spoke with a very cold woman, after taking my information transferred me to an extension without telling me she was doing so! I called back, and got the same woman, who said she was not able to speak to me because my situation is being reviewed! But again they wrote if I wanted to resolve this matter and place it on a monthly deduction I needed to call there company, scratch a lie find a thief!!
  
  
  Sincerely,
  
  ***** L ******

  Business response

  10/05/2023

  Ms. ******' account is currently in a restricted status due to her disputed payment arrangement and BBB Complaint.  She has to speak to a manager to set up payments or discuss any details pertaining to said account. Which was explained to her when she contacted our office and she was told to leave the manager a voice mail. Since he was on a call and he would contact her back to assist in resolving this matter.  This corporate procedure is in place to make sure that all BBB claims / disputes are handled properly and consumers are clearly aware of their contractual agreement with the creditor.   We take these complaints and false accusations seriously.  This is why specific procedures are in place. To make sure that everyone is on the same page and the validated debt can be properly resolved; Mrs. ****** can contact our office and speak to the same manager she spoke to previously to discuss a resolution.  If this is not an acceptable option, we ask that the BBB arbitrate the matter further. We look forward to working with the BBB and consumer to resolve this matter.

  Customer response

  10/13/2023

  As I stated in my last correspondence, been there tried that! I called there and a not very nice lady transferred me to an unknown voicemail! I called back, and the same woman stated she was unable to speak with me because my account was under review!! So they are not going to make it seem like I am an unwilling participant!!! Will call again on Monday to see if there is any change to my last attempt! Will not close this until that occurs! 

  Business response

  10/19/2023

  Good afternoon, 

  We have attempted to contact the customer on two separate occasions. As previously explained her account is restricted due to her dispute and she would need to speak with a manager to reset her agreement. She can speak with ***** at extension ***.. We are more than happy to work with her but can only do so within the limits of the creditor and the law. 

   

  Thank you for your assistance

  Customer response

  10/24/2023

  Have received no attempts to contact me by this company, I did call them, and was sent to a random voicemail, which leads me to believe, they have our numbers programmed in, so when we call they do what they wish with it. I made sure I called so they could not say there was no attempt on my part to rectify this issue. And i want to also remind, last time I was sent to a random voicemail, i left a message that was not returned.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went online and notified Extra Space Storage that I was moving out of unit 253. I emptied the unit as you can see from my pictures. I cleaned the unit and removed the locks. The "manager" was told on 8-22-23 that the unit was empty. The next day I noticed on my account that this unit was still there and said past due. I sent the attached email stating that "management" was told that I moved out and to correct the problem. They did and they sent me a move out confirmation which is also attached. I don't owe Extra Space anything and this collection agency needs to stop calling me. They need to correct what they have sent to the credit bureau in regard to this error.

  Business response

  09/27/2023

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to ************************* with ****** Security was placed in our office on September 13, 2023.  We sent a letter notifying ************** of the placement of her account and that she can resolve this issue by paying the balance, disputing the debt, or contacting our office to discuss the matter. On September 20, ************** contacted our office and we informed her of the status of her account.  On September 21, we received communication from the BBB that she filed a complaint regarding this situation.  We contacted Extra Space Storage and they authorized us to close this account.  Therefore, we have closed this account in our office and ************** will not be receiving any further contact from us regarding this matter. Thank you for your assistance with this matter. Please let us know if you require any additional information regarding this complaint. Thank you again and have a great day.

  Customer response

  09/28/2023

  Complaint: 20634806
  
  I am rejecting this response because:
  They did not address the issue of Credit Reporting. Was this sent to the ************** If so, was something sent to the ************* stating that this was an error and should be removed as such. I pulled the report and the last update was 9-20-23 which is the date that they called me. I don't want something to show up that says this amount was "satisfied" rather than removed if it was reported.
  
  
  Sincerely,
  
  *************************

  Business response

  10/05/2023

  Rosenthal, Morgan and Thomas, ***** has not reported the matter because the creditor closed the account with our office

  Customer response

  10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Collection agency trying to collect a debt for my dead mother. Who died 11-1-2021. I only got this number after my mother was dead. So no way they got this number from her. Will not stop contacting me rude representative and will not give me info so if I wanted to settle this I could.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rosenthal Morgan and Thomas acquired a collection debt from another collection agency that I was working with to pay off my figure lending loan. I was making the payments and collection agency didn't report it as collection because I was making them on time. Then around Nov or Dec 2022 the collection agency stop taking the payments. I was not aware that the sold the debt to Rosenthal Morgan and Thomas. By law, a consumer must receive written notice (known as a debt validation letter) within five days of the collector's initial attempt to contact you which did not occur. How I learned of the debt is because they placed it as collection on my credit report in May 2023. They also broke the law by are reporting the debt as a new debt as of December 2022 which also is against the law. The debt occurred in June 2021 when I lost my job due to covid-19. This was the reason the previous agency worked with me and had a payment plan in place which allowed me to pay the debt and communicate with the collection agency. I spoke to an agent in May 2023 on the phone once and she stated to started lying about details of your debt, such as misinforming you about how much money you owe was $39,000 when I was paying the debt and was down to $38,000. Trying to use legal tactics of suing me and taking legal action against me when they clearly didn't follow the FCRA and violated the FTC laws. I was never not willing to pay the debt by they must make me whole by removing the collection attempt, putting me back on reasonable payment plan, and allowing for settlement agreement in the future should I acquire some funding to pay %50 of it back. I will not settle for any less than what I am asking for since the collections agency is total violation of the law.

  Business response

  06/14/2023

  Rosenthal, Morgan and Thomas is a third party collection agency.  The account pertaining to ******* ******* with Extra Space Storage was placed in our office on May 9, 2023, with a balance of $558.40.  This account originated on September 3, 2022, and was terminated on April 5, 2023.  Ms. ******* states that we never sent her the required debt validation letter.  We sent the letter on May 10, 2023, notifying her that her account was placed in our office and the means by which to pay the debt, dispute the debt, or discuss the matter.  The reason that she did not receive the letter is because the property address that was provided to us is different than the address stated in the complaint, which was unknown to us until this time.  We are not aware of any previous arrangements that she had/has with Extra Space Storage, only that the account was placed with a balance of which we are attempting to collect.  Also Ms. ******* claims that we have reported derogatory remarks to all the credit agencies.  This is incorrect.  Rosenthal, Morgan and Thomas, has not reported any remarks to any of the credit bureaus.  Ms. ******* indicates that she spoke to one of our representatives.  This is also incorrect since we’ve not had any contact with her.  Thank you for your patience and please let us know how we can help you resolve this matter.

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I never spoke to this collections agency about extra space storage. Please see the attached I had good payment history never later and moved out of unit on 4/5/23 with an all clear letter. It’s apparent this collection agency is flawed because I never spoke on extra space storage, I have been clear in my previous correspondence this was about figure lending loan. This disappointing that this company would be allowed to send this response to a matter that does not exist and about a matter that was not addressed.
  
  Sincerely,
  
  ******* *******

  Business response

  06/15/2023

  Per Ms. *******’s rebuttal; the matter with Extra Space Storage was not addressed as stated in our initial response because we had not had the opportunity to contact her.  Our office is not involved in any other matter regarding Ms. ******* that we are aware of, other than the matter concerning Extra Space Storage.  Extra Space indicates that the reason for the debt is that Ms. ******* scheduled a move-out multiple times before finally settling on January 31, 2023.  She was contacted by the office and informed to remove her lock.  However, the lock was never removed.  The unit went into foreclosure status and that’s when the lock was cut, which revealed that the unit was emptied.  Since this customer did not remove her lock, Extra Space was unable to rent the unit.  She therefore owes for the fees accrued during that time period.  If there is another account with our office and the consumer has the account number, name the account is under or the name of the creditor she is stating we represent.  Please provide said information so we can help investigate her claim further.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are a third party collector. Spoke with ****** ***** -- They could not provide proof that I owed the money. The 'letter of agreement' of terms was never emailed or USPS mailed as he said it would - so I never signed it. The 'Letter of Release' when they drafted the payment (January 20, 2023) out of my bank was also never received. I need these documents.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into a 2-3 year agreement with ******* ******* ******** in 2015 of which expired 2017-2018. ****** **** ******** acquired ******* ******* ******** of which I did not signed an extended agreement with so I could cancel whenever I choose. The equipment I received from ******* ******* in 2015 was not compatible to ****** **** ****** so in 11/2021 the informed me they needed to upgrade the system. They attempted the upgrade in 12/2021 and it failed so my security system was taken offline by ****** until the resent the necessary part to get it working again. There was no monitoring or activity between 12/2021 to 03/2022 when I ask them to remove the check from they system to stop the continued monthly payment withdrawal for service. They attempted to collect payment for 04/2022 and the payment failed and is requesting that I pay $97.14. They referred me to Rosenthal Morgan and Thomas, Inc who have informed me that I MUST pay the amount because I am responsible. Rosenthal Morgan and Thomas, Inc is attempting to collect a debt that is clear that I do not owe which is a FDCPA violation. Also the Customer Billing History mailed to me clearly indicate that it was finally written of by ******. Rosenthal Morgan and Thomas, Inc staff ******* xten *** clearly hang the phone up on me and stated I need to "Pay the bill". She later called both my landline after I left a message that I will be reporting the issue to BBB and gave my her manager ****** ext to discuss the issue with him. He was not any help either because I clearly needed me to shut up while he continue to tell me I have a contract that expired since 2017-2018. I do not believe I am responsible for this debt and I am being threatened that it will be taken further. If necessary I have all the above documentation. I believe I should be refunded $306 taken by ****** when no service was performed. In the USA we are billed ONLY for service supplied.

  Business response

  10/31/2022

  Rosenthal, Morgan and Thomas is a third party collection agency.  We are in receipt of the complaint filed by *** ***** ******* on 10/20/22.  *** ********* account with ****** Security was placed in our office on August 1, 2022.  We sent her a letter notifying her of this and the different means by which to resolve this matter.  Per the complaint received, we contacted ****** Security and they’ve asked us to close this account.  We have closed the account and *** ******* will no longer be contacted by our office.                                     

*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. ↩