ROXBORO, NORTH CAROLINA -- Seriously terrific service! Attentive, professional, and very friendly. I own a 2003 Ford Expedition with Strutmasters struts all the way around. What a great way to upgrade the vehicle's (troublesome and costly) factory air-ride suspension! ~ Highly recommended!
ROXBORO, NORTH CAROLINA -- I was looking to replace the suspension on an older Lexus GX. The dealership quoted me at around $2,000 for a car that probably only had two, maybe three good years left in it. After looking around on the internet I found Strutmasters. I had seen some of the reviews on this site but they must have really changed some things there because I had a pretty easy and friendly phone call and a few days later had all my parts. My mechanic had no trouble doing the conversion and assured me that the parts were as described since I was a little nervous from some of these reviews.
The difference in the car was night and day. I had no idea things had gotten so bad on my Lexus. Everything is still working fine today and I would certainly look to Strutmasters again if I find myself in a similar situation. No complaints whatsoever.
ROXBORO, NORTH CAROLINA -- Ordered a coil conversion kit for my son's older Trailblazer. Thought we were gonna have to junk it because replacing the struts would've cost more than the car was worth. Someone suggested hitting up www.Strutmasters.com and I decided to give them a try. I hadn't worked on a car in decades but the installation was pretty much as easy as promised. When I ran into a little trouble I called their support and they talked me through it. The Blazer still rides great a few months later. Would recommend.
ROXBORO, NORTH CAROLINA -- I was in need of new shocks and springs for my Ford Expedition and found Strutmasters thru my googling. I had talked to a Jason and he gave me the information on the product I was ordering and that it would take up to 3 business days and guaranteed they were the correct ones for my make and model. To save time I had them delivered to the shop where I was going to get my truck fixed. I already dropped off my truck to get some other things taken care of so it made sense.
Four days later I get a call from my mechanic stating the shocks are the wrong size!!! I am now going on 4 days with no vehicle and now this! I called Strutmasters immediately and all they can say is "Oops... yes we did send you the wrong size and we apologize but we can send you the correct ones but it will take another 3 business days to receive." Now you can only imagine how irate I got! Of course I know people make mistakes but please Strutmasters I should get shipped in a day! I asked to talk to the manager and I get the same runaround.
By now I am so frustrated and so I break down and call the shop to find some and of course I am paying a higher price but what does a person do at this point!?? This is the only vehicle I have. I have been borrowing a car from a dear friend and I didn't feel it was right to ask for another 3 days. So now I call Strutmasters back and tell them I will be having my shop supplying my shocks and I need a refund. And also a refund on the shipping since this was their fault... well you can guess how that went. Yup, not well. All as I can say is boycott this company!!! Stand clear away!!!
ROXBORO, NORTH CAROLINA -- I ordered two air springs for my '92 Town Car on 24 April 2006 and installed them upon arrival. These springs were purchased with the understanding and in good faith, that they were 'backed with a lifetime warranty' as shown on their suspension-alternatives.com website (I have a snapshot of that webpage showing exactly that). Just recently (late December 2013), the air springs failed causing leaks and a complete loss of air during an overnight park.
I talked to one of Strutmasters' representatives (not to be named) in the warranty department and advised him of the spring failure. I told him that I had talked to Arnott and they advised me that the warranty needed to be handled from the point of my purchase, namely Strutmasters, LLC, DBA suspension-alternatives.com at the time of purchase.
The representative at Arnott had advised me that Strutmasters should honor their warranty to me and there would be no problem for Arnott to honor that same lifetime warranty to Strutmasters. The Strutmasters representative asked me to provide documentation.
I e-mailed him the proof of purchase documents as well as pictures of the failed parts. He said he would talk to their supplier (Arnott Industries), the same Arnott representative that I had talked to, about it. I furnished the Arnott representative's name and extension to the Strutmasters' representative. He advised me that he would e-mail or call me the following day, with the verdict, which he did.
His reply was: "I spoke to ** at Arnott [sic] and he stated that he told you that any warranty on the bags will have to be handled through us since the purchase was made through us. Per our warranty. He stated that his warranty will not overrule ours. He mentioned that he knows that different vendors carry their product and each one may have a different warranty on the product. But that at the end of the day, the warranty will be handled by the company that you purchased the component from, going by that companies warranty guidelines.
"As stated yesterday, we don't warranty air products because of their short life span and so many things that can go wrong with air. We still sell them from time to time if this is what the customer wants. But we try to get the customer to convert the vehicle to springs. Some do, some don't. The life that you got out of these bags is better than most cases. Sorry we can't help. It was nice talking to you. Have a Happy New Year."
I might add that when I removed the failed springs, I found the DOM clock on the springs indicated a date stamping of October 2003. These springs sat on someone's shelf for ~2.5 years before my purchase and installation, hardly a great recipe for the longevity of rubber parts.
I have not had any further contact with Strutmasters after receipt of the 'You're out of luck e-mail'. It appears there is no reason to, that is why I am posting here in hopes that others will not buy into their products and fall into their 'gotcha' trap. Buyer beware!
After ordering my kit from Strutmasters back in early March, 2010, I was only to learn that they were "out of stock" on almost everything but the struts. No one bothered to inform me of this when I placed my order. When I didn't receive my parts, I called, only to be informed that they were out of stock and should be in within 2 weeks. I was told to call back which I did.
When I called back, I was told that they were still out of stock and there were a number of orders waiting for the same parts. I was told they would definitely arrive to me by mid-April and promised that the representative would look into this and call me back. She never called back. I forgot about it for a couple of months and called back again to find out what was going on. I was transferred from person to person and finally got someone who could look up my order. She told me she would have to "look into it" and said she'd call me back.
Being wise to this, I said that was what the last person promised and she never called back. This person PROMISED she'd call back within 30 minutes. I never heard from her. I filed a complaint with the Better Business Bureau and like clockwork, received a call from Strutmasters the next day. (File a complaint if you want them to ACTUALLY call you back!!)
Now they say they shipped me the parts. Not true. I explained that their own people said there were multiple orders waiting on these parts and that she needed to go back in their system to look it up. She said it was unfortunate, but no one there had documented my account the multiple times I had called previously and they had no record of my calls.
Get everyone's first and last name if you must deal with them!! They actually had the nerve to get testy on the phone with me to boot. TERRIBLE customer service. If these people worked for me, they'd be fired so fast their heads would spin. I would NEVER allow this to go on in my company. Unbelievable. I would NEVER recommend doing business with this company. Use them at your own risk. You've been warned.
ROXBORO, NORTH CAROLINA -- After installing, kit front-end was sitting on bumps stops (very low). Contacted Strutmasters, after being run around to 7 different people and never having any of them return my calls, it took over a month to finally get them to send another set of front struts. Then they wanted me to pay shipping for replacements and for ones being returned.
When I got new ones, we found out they had sent me incorrect struts in the first place.
The kit is very cheaply built and their customer service is the absolute worst. I also found that they for some unexplained reason, charged me an additional $250.00 that we are still arguing about because they say that they didn't, but my credit card bill says they did. Legal action may be needed to correct this so watch out for Strutmasters.
ROXBURY, NORTH CAROLINA -- Do not order from them! They have the worst customer support - they do not get back to you when you have questions! If they do get back to you, it's a month later! Do not join the affiliate program that they advertise on the website! They give you your link codes, they say to put them everywhere. When you do make sales for them, they say they do not have an affiliate program and that all sale are void!
They take almost a month also, or just ignore your emails, they disconnect you from live chat and they give you the runaround on the phone. With customer service just for the affiliates, their customer service for sales is worst! I will never order from them, ever!!
Well my Envoy SUV rear-load leveler failed, I order from Strutmasters a spring and air kit and rear shocks. They arrived in five days, their instructions are sketchy at best. After reading the instructions I begun the repair, what was under the vehicle did not even come close to the instructions. I did managed to get things installed, but I had questions.
I called their tech support left a message, it hours for them to get back to me. I told them how poor and outdated the instructions were, they said that their company lags in getting things updated. They could not really answer all my questions, they forwarded to the maker of the air baffles for more answers, which I did get. Everything seems to be working well, but you better be mechanical savvy, because their instructions and tech support are kind of lame.