Strutmasters
Reviews and Complaints

I purchased a 2007 Cadillac SRX Air Suspension Conversion Kits from strutmasters order number 92387. The first mechanic informed me that the rear coil springs were too large in diameter to install however the front and rear shocks were fine. After much back and forth with the SM technical department by email photos with tape measurement i was told that my springs were fine to install. So the same mechanic tried a second time and sent me a video illustrating that they were too large which i forwarded on to SM. i was duly informed that the springs need to be turned so that the start of the spring pointed towards the body of the car.

i then went to a second mechanic who just fitted them and within driving two miles one of the springs fell off. i was out of pocket by an additional $255. i wrote to them on the 9th July and have heard nothing since. My srx rides two inches lower in the rear than in the front as they are on original springs.

This people have a rip off with the so called "conversion kit". They advertise this conversion kit will solve the issue of the expensive airmatic ride in Mercedes Benz. On the contrary, the product is a very low quality, highly expensive replacement part since it does not last more than a year and a half. When you contact them, they say it is not their fault, that they only buy parts from other vendors and put them together and they supposedly do not have any control on the durability of parts. The kit is $1, 300 initially and they don't sell just the front or back sets, you have to buy the whole thing. Later on, when it fails, they urge you to buy the whole thing again. And the discounted price they tell you they will give you if anything happens in the future is not true. They charge $586 for each seat, front or rear, which is basically the initial price. I urge all owners of Mercedes Benz to buy the replacement airmatic struts and save the headache of having a below average conversion with a kit that does nothing of what is advertised and really turns your car in a piece of junk that is almost impossible to go back to the airmatic. The movements of the car change and then when the Strutmasters shocks begin to fail they make a horrible squeaking noise that is almost unbearable. I wish I never bought the kit from them. I only had to save a little and buy the real thing, the OEM struts that would last years and years before failing.

Bad experience with not only their bad design conversion kit but with the sales people, strut masters lied about the delivery time, 2 weeks delayed to begin with, c/s did not have answers for the delay, always lying, once i got the product mymechanic had a hard time installing the front struts. And it is noisy, very noisy.

The rear struts were ok to install, now the ride is crap, the front of my car every time i go over a bump or a hole may be 1/2 inch deep, the car front end is so hard that jumps, the rear same, 2 months after i replaced the suspension mybolt joins (fron) are alredy ready to be replaced, thanks strut masters for the extra expenses i will have to go through.

Over all, bad customer service, bad product, bad warranty. Plus the rear is too low, it wont hold the weight of 3 people. Strutmasters is not a company that makes quality products

do not recommend at all / they just dont care.

This company has a big presence, a nice web site, pictures and videos, guarantees and warranties. But at the end of the day, I'm out $2, 200. Yes, my $2, 200 is ABOVE the cost of the suspension kit and the labor incurred to have it installed.

Short Summary:
(1) Rear springs were shorter than OEM.
(2) Front springs does not fit on the strut housing.
(3) Left rear shock was dead in less than 500 miles.

To date, I have spoken many times with the different players at Strutmasters, setup conference calls between their R&D team with my suspension guy, exchanged numerous emails with eventual silence. In the interim, the car has been attended to by 3 different shops (all with the same conclusion), has been to the frame and suspension shop numerous times first to fix the rear, then the front and then back to the rear again, each time with the alignment redone again.

All in all, our pristine Acura MDX has been in the shop more times in the last few months than it has been in the years we've had it. It is unfathomable that my demand letter to Strutmasters CEO in Aug 18 has not resulted in a single communication back to me.

In the interim, I have all the documentation available to seek compensation.

Their conversion kits are junk since i got them. I had over 4 different pairs and they are still trying to get them perfected. They never once not made a noise for me, oh wait maybe a week at the most then they got loud. It's funny how they say lifetime warranty, but now since their screwups with them they say my warranty has expired. They don't know how to do good buisness...FYI

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.