Strutmasters

Worst mistake I ever made. Driving a Mercedes equipped with AirMatic suspension should be a comfortable and soothing experience. After all, the smooth ride of a fine German luxury car is legendary! But as these vehicles age, the active air suspension system develops malfunctions. Here’s my mistake, I replace this luxury ride for the Strutmasters conversion kit. Strutmasters conversion kit took a beautiful and enjoyable driving luxury car to that of a Dodge. Just a few issues you might experience but not limited to just these, you'll have the wrong ride height, extremely poor customer service, cheap parts that will make noise, unsafe freeway ride, stiffer steering wheel, steering wheel will not return to center on it's own after a turn. I called and emailed over 2 dozen times and Strutmasters just didn’t want to help and tried to avoid the issues they have at all costs. After all they got my money! I no longer enjoy my Mercedes to the point that I will be taking the entire system back to the Mercedes airmatic system. Check the Reviews on Yelp and other review sites and see just what other people say before spending your money.
---BUYER BEWARE YOU'VE BEEN WARNED----

Strutmasters refuses to take responsibility for the lack of detailed instructions provided w/the product which incurred additional cost to me.Hello [redacted],Too many things are happening; too many problems.The problem is not the customer, but in Strutmasters assuming that what they consider is common knowledge...isn't common knowledge.Problems:1). When I received the units the "metal spacer" was attached by a wire tie to the front (outside) of the front struts horizontal stabilizer link brace. No further instructions were given as to where the "metal spacer" should be placed; on the inside or outside of the front struts horizontal stabilizer link brace. Since the "spacer" was placed on the outside of the front struts stabilizer link brace, that is where I placed the "metal spacer". Strutmasters assumed that everyone knew where to put the "metal spacer" (As you stated over the phone: first the stabilizer link, then the spacer, then the struts brace, then a washer, then the nut). Not so. Because of this I have gone through two pairs of stabilizer links (amounting to over $200.00 total), and now I have to purchase a third pair amounting to $100.00 to $160.00 (total) depending on where I purchase it; the damage to the stabilizer links occurred each time the stabilizer links were improperly installed due to lack of instructions. This should not be. Instructions should of been provided.2). Additionally, because no instructions where given as to what torque setting to set the front struts mounting bolts I overtightened the passenger [redacted] mount and had to purchase another mount for the passenger [redacted] This should not have happened. Again, Strutmasters assumed that everyone knew the torque setting for this size bolt; not so. It is irrelevant that I purchased a new mount for what Strutmasters considered a discounted price of $25.00. I never should I had to purchase a new mount in the first place. Detailed instructions should of been provided with all torque settings, as well as an apology, and a new mount should of been provided free of charge; including the response that instructions [redacted] be provided in the future so no one else would experience this problem.3). Now, the drivers side front strut mount is moving front to back and right to left; it is loose. Pictures attached. With the tie rod unattached from the drivers side steering knuckle (I just installed a brand new rack and pinon power steering system with complete cooler lines) the entire front suspension assembly (Strutmasters front strut, steering knuckle, lower control arm, and the wheel hub and brake assembly) moves front and back (towards the front of the car to the back of the car) as one unit. This should not be.Conclusion: The amount of time and effort I have put into this suspension system from Strutmasters is to the point of the absurd. No customer should have to go through this heartache or hardship. I am an older man of 58-years, turning 59-years-old in July, 2014. I am retired, and have been on disability since 1999. I do not need this. This isn't my fault or my problem or my lack of expertise in installing the Strutmaster system. Detailed instructions should of been provided with photos or images or diagrams that enable the customer...any customer...the ability to install the suspension system in a weekend; as you state plainly on your website. That is simply good customer service and professionalism. Anything else is just misguided arrogance and narcissistic conceit. The excuse that there are just too many vehicles or applications...making providing detailed instructions for each impossible and are therefore just too difficult to include (as stated over the phone by a female customer service representative back when I ordered the new strut mount in 2013) is rubbish. After sending this email (04/30/2014) I received a call from "[redacted]". He stated that these issues were "my improper installation" and "We have been in business for nine years and I am the only one that has had problems with the instructions". No apology, no attempt to resolve; instead I was instructed to get a mechanics opinion. Desired SettlementI angrily retorted I would see Strutmasters in court. What recourse do I have? I cannot afford $100.00 plus dollars an hour to take my vehicle in to a dealer or service garage; that is why I installed the suspension system myself; as stated on the Strutmasters website "If you can do a brake job, you can install a Strutmasters conversion kit." I want a complete reimbursement for all the additional charges I incurred (Front strut mount passenger [redacted] three pairs of stabilizer links) amounting to $350.00. I also want a fair and courteous response as to what the issue is with the drivers side front strut; why it moves front and back, and side to side when the tie rod is disconnected. I even sent 12 photos of the drivers side front strut showing the problem.If the front strut is defective I want a replacement. I do not want to be accused of improper installation on my part, or being the only one in nine years who has had problems with the Strutmaster instructions, or be required to pay additional labor fees so as to satisfy Strutmaster that my complaint is justified. I am a customer. I have worth. I [redacted] not be treated as a piece of trash.I think my request is extremely fair and reasonable. I do not want to take this matter to court, but I [redacted] if Strutmaster refuses my settlement; I would have no other choice.Business Response /[redacted]/On several occasions [redacted] has patiently and thoroughly explained how to install our product on his car.We are currently of the belief that all of the issues that MR. [redacted] is experiencing are through installation errors.Strutmasters cannot be responsible for the installation as that is on the customer's side of the project.We have advised MR. [redacted] that at this point if there is an issue with the product that we will need the vehicle checked out with an experienced mechanic prior to the warranty replacement of any product. We have also informed our customer that as per the warranty policy that any damage incurred because of improper installation is the responsibility of the installer and not the seller of a product.At this point in time because of the issues that MR [redacted] has had, we will need him to see a professional to define which is correct and which is in error.Consumer Response /[redacted] did not give me installation instructions, only explanations as to what the problems were. Those problems occurred because the instructions were not detailed (as stated in other customer complaints here on Revdex.com; there was even one complaint that a mechanic would not be liable for installing the Strutmaster system). I have personally worked on my personal vehicles for more than 30 years, gasoline engines/vehicles, as well as diesel. ON my present car (the car that the Strutmaster suspension was installed on), a 1995 Cadillac Seville SLS, I have successfully installed a complete rack and pinon w/all high pressure lines, complete brakes, various ignition tune up procedures, and will be replacing the complete exhaust system, besides many electrical repairs. In other words I am an experience mechanic. What Strutmasters refers to as "an installation error" on my part was because of their instructions not being complete, thorough, and detailed (No torque settings, no diagrams as to were the metal spacer was to be placed on the strut brace, etc). For Strutmaster to have the belief that "every qualified mechanic would have this knowledge" is simply ludicrous; that is why there are service manuals for all vehicles. No mechanic alive is a "walking encyclopedia" of every bolt/nut torque setting, the assembly order (in what order each and every part goes together to form the assembly)on every vehicle made. All mechanics, on a continual basis, check the torque settings of each part for the car they are presently working on, unless of course they service the same car(s)doing the same repair, day after day; a mechanic doing nothing but oil changes at Dealership; but even then service manuals are routinely checked for oil capacity, filter number, and accuracy. This is not my fault nor an installation error on my part, but instead the fault of Strutmaster not providing complete information. Why am I battling Strutmaster anyway? I am a customer like any other customer. Strutmaster needs to make this right. This is a record on the Revdex.com, and will also be used as an affidavit, if necessary. It is in Strutmaster best interest to settle this quickly, and fairly. What I am asking from Strutmaster is nothing: $350.00 for my added expense, a replacement of the front strut (drivers side), if it is in fact defective, and a simple apology to me, a customer, for having this trouble and hardship. To date, I have received no apology, no explanation as to whether the front strut is defective or not (is it normal that the front strut should move front to back, and side to side...more than 35 degrees either way...when the tie rod is unattached), nor any effort as to reimburse me for my added expense. All blame has been placed on me as if I was/am ignorant, careless, stupid, dense, or whatever. Bottom line, the fault is on Strutmaster for not providing complete instructions. Frankly, I am amazed that Strutmaster doesn't take this experience as a learning incident so as to provide better customer service and product quality, instead of placing inappropriate blame on me. Final Business Response /[redacted]/Our warranty policy is stated clearly on our website. This is the section of the warranty that covers this issue:Strutmasters shall not be liable for direct, indirect, special, incidental or consequential damages of any nature whatsoever. The cost of any removal and installation of a replacement Strutmaster product is not included. Strutmasters LLC (Company) warrants to the original retail purchaser that each new Company product purchased from an authorized Company dealer shall be free from defects for the periods listed below, when used on private passenger cars and light trucks for personal use under normal operating conditions.Warranty PeriodCompany's limited "Lifetime" warranty means for as long as the original retail purchaser owns the vehicle on which the Company's products were originally installed.What Is Covered By This Warranty?This warranty covers defect in material and workmanship in the Strutmasters product. Company's sole and exclusive obligation under this warranty is limited to the exchange/replacement of a defective Strutmasters product in accordance with this limited warranty.What Is Not Covered By This Warranty?This warranty does not apply to conditions caused by normal wear and tear nor to Strutmaster products that have been:altered, modified, reworked, improperly applied or installed,installed on vehicles for commercial, off-road, or racing purposes, anddamaged due to vehicle modifications or accident.The cost of any removal and installation of a replacement Strutmaster product is not included. Any and all electronic devices are warranted for 90 days. Company will sell new electronic devices as requested. The cost of transportation for shipment of a replacement product is not covered by this warranty. Strutmasters warranty is in lieu of and excludes all other warranties express, implied, statutory, or otherwise created under applicable law, provided however, that any warranty of merchantability and any warranty of fitness for a particular purpose are limited to the limited warranty periods set forth herein for the products. Strutmasters shall not be liable for direct, indirect, special, incidental or consequential damages of any nature whatsoever. Purchasers' sole and exclusive remedy under this warranty shall be limited, at Strutmasters exclusive discretion, toreplacement of any defective product, ora refund of the purchase price of the Strutmaster product.

I called Strutmasters and talked with [redacted] about the problems I am experiencing with the Struts I purchased and I still have no resolution.I purchased struts from Strutmasters on 2/14 in the amount of $1065.98. On June 8th, I called Strutmasters and talked with [redacted] I explained that the auto shop indicated that the left front upper strut mount is defective and has been causing a very obnoxious loud sound since it was originally installed on 3/14 which cost $500 to install. He asked me to send him copies of my invoice which I did. Never heard back, so I sent another email for status on June 13th. Still no response. Then on June 16th, I asked once again for status and advised that I would have to go to the Revdex.com if I do not receive a response. I explained that we need to get the truck fixed and get this resolved. [redacted] left me a message on June 21st. I returned his call. He had a new mount sent to us. I brought it back to the auto repair shop to pay more repair fees ($150). After the mount was reinstalled, the auto shop discovered that the spring inside the strut is bad. I called [redacted] again on 6/27 to advise that they had discovered another problem with the strut regarding the spring. He asked me to have the shop send pictures. At this time, the shop had already put the truck back together and told me it would be an additional fee to take the struts apart again. I explained to [redacted] that I was not going to invest any more money when I'm already out all these unnecessary repair fees and still have no resolution. I asked him to contact the shop manager to discuss the problems. I even offered to send the defective part back to Strutmasters once I get a new strut and reimbursement for these unnecessary repair fees. I haven't been able to drive my truck in months due to this problem. I once again called [redacted] on 7/21 in which he offered to send me a reduced strut package of 15% off. Why should I have to spend more money out of my pocket for a defective product that has already cost me all these repair and diagnostic fees? And I still don't have a working product that I ordered. The company offers a lifetime warranty on their products. The springs/mounts are part of that warranty. Now, my concern is that since one side of my car (struts) are defective, then the other side might be defective as well. The back springs seem fine. I would like to resolve this and have attempted to. Thank you for your time.Desired SettlementI would like to have both struts in the front replaced and would like to be reimbursed for the unnecessary repair fees and the reinstalling fee for the new struts. I just want my truck running.... I bought these struts because they offered a lifetime warranty. Business Response /[redacted]/We have worked out a solution with the customer.Consumer Response /[redacted]/I have been very impressed with the resolution with Strutmasters. [redacted] was extremely helpful in assisting me with this issue. He went above and beyond by offering to pick up my vehicle in Minnesota and have it shipped to North Carolina to fix. I just received the truck back yesterday and it is working great. I cannot thank you enough for resolving this issue. I would highly recommend Strutmasters. They do and will honor their guaranteed warranty. Thank you so much!!!!!Final Consumer Response /[redacted]/

Air suspension conversion kit contains components not designed for use on a vehicle of this weight causing them to fail prematurely.Purchase:6/16/14 Order:3723 Item:JA14FM Cost:$1247 Vehicle: 2004 Jaguar XJ8 Problem 1: Ride height too high. Problem 2: Uncomfortable/stiff ride Problem 3: Negative effect on handling. Problem 4: Front shocks blew-out in less than 1 year.Contacted Strutmasters 7/15 and told "Out of warranty" even though they advertise "Lifetime". Several phone calls later they sent replacement shocks, not complete assemblies. First set of Bilstein shocks (BE3-A591 designed for a lighter mid size Mercedes) were replaced with Bilstein BE3-6743 (designed for lighter mid size Jaguar) will not install in strut assemblies. Replacements are shorter, upper stem is larger diameter, and coil springs will not go over lower spring collar. Trying to modify strut assemblies will not only void Strutmaster warranty, the coil springs are too tall causing early failure of the shocks again and all the other problems I had with the first set. [redacted] told me he checked with R&D who told him I'm wrong the replacements will fit. THEY DON'T. Bilstein says don't use either shock on the car, they are unsafe/wrong application/capability issue. Anyone can look-up the Bilstein part numbers and see the application these shocks are intended for (lighter/smaller cars).Desired Settlement1.) As they advertise, send me a complete set of front and rear air suspension conversion kit designed to give the correct ride height, comfort, load carrying capacity, and equal to or better handling charastics to replace the factory air suspension.2.) Send a prepaid shipping label if they want the old set and wrong replacement shocks back.ORPay to have the car returned to original air suspension system.Business Response /[redacted]/Business has agreed to make all repairs at no cost to consumer.

I received the wrong parts and feel I should not pay a restocking fee and shipping.I purchased a conversion kit for my mercedes benz on 1/30/2014. I received a couple boxes with my parts and two of the boxes were labeled right side. I took my parts to a mechanic that I was referred to by strutmasters and they said they wouldn't do the job because they were unsure if those were the right parts and did not want to take liability for installing the parts since they were labeled this way. I called strutmasters and spoke to someone in their cs department that told me the parts were the correct ones they just label their boxes that way which seems a little weird why wouldnt they label them left and right.I then attempted to take it to another shop were they told me the same thing as the previous shop. I ended up not using the kit and just getting my car fixed since I could not wait around any longer to get my car back to normal. I called strutmasters and let them know I would be sending the parts back and needed an rma# and asked for them to pay for the shipping back since I felt this was an issue with their labeling and or wrong packaging and they said that could't be done. I sent the parts back anyway paying $180.85 to have them shipped. I was also charged a restocking fee of $319.00 to return parts that I never used and were a total waste of time and money. That is really unfair and I feel that I should not have been liable for the shipping back or the restocking fee since I am now out $580.67 in fees for items that I didnt even get to use. I am really upset that this company handles their returns so poorly when their at fault. My total price of the items was $1650.82 for the initial purchase + 185.85 in shipping fees back =1836.67 to only get back $1256 doesnt seem fair! Desired SettlementI would like for strutmasters to reimburse me for the shipping back to them and the restocking fee in the amount of $580.67Business Response /[redacted]/This customer ordered a conversion kit for his vehicle. He received the correct parts but wanted to send them back. We advised him of our return policy which is clearly stated on our website.

I purchased a front strut kit for a 2007 [redacted] and it did not fit.Got in touch with the 1800 number twice and submitted an online return form. On 6/9/2016 I purchased a 2007 [redacted] Front kit. Sale #[redacted]. I received the item a week later and it did not fit my vehicle. I called to return the number twice. The first time I was told that they would get back with me within 24 hs. The second time I called, they told me that I had to fill out a return form on their website. I did this on July 1st and have not heard anything since then. The website says that returns can only be made within 30 days. I am afraid this company is trying to stretch their response time in order to avoid giving me a refund. I still have the product with me. I would like to return it and get a refund.Desired SettlementI just want to get a refund for these parts. They did not fit my vehicle, they were 4" longer than the original parts and I ended up buying the original parts from the dealership since I never got an answer from Strutmasters.Business Response The Strutmasters organization is more than willing to work with Mr. [redacted] to resolve this situation, but Strutmasters would like to make a few facts clear.On June 9th, 2016, Mr. [redacted] made an on-line purchase of a 2005 through 2011 air to non-air front conversion kit for a [redacted] from Strutmasters website at [redacted]. At the time of purchase, Mr. [redacted] ordered the incorrect kit; therefore the kit never fit his vehicle properly. Strutmasters does realize their return policy states there is a thirty day return window, but Strutmasters is always willing to exercise common sense when working with their customers. In fact, Strutmasters communicated to Mr. [redacted] on 07/15/2016, that a return authorization had been processed on his behalf. As of August 19th, 2016, nothing has changed for Strutmasters. We are still willing to refund Mr. [redacted] his original purchase cost, but Strutmasters needs to receive their kit first. Once our kit has been received, the return authorization will be processed and Mr. [redacted]'s credit card will be credited immediately.

Purchased an Air Conversion Kit. Had it installed. Parts were replaced for being either defective or wrong. Company would not help labor cost.Purchased a rear Air Suspension Conversion Kit for my vehicle. Paid my mechanic $425 to install the kit on my car. After installation we noticed noisy, harsh ,unresponsive performance from the suspension. My mechanic contacted [redacted] at Strutmasters to inform him of the problem. After conferring with [redacted], my Mechanic spent 4 hours removing my car's rear interior to access and recheck everything was properly installed on the kit. He then contacted [redacted] again to let him know the kit was properly installed but was not functioning properly. [redacted] sent a different set of struts to replace the first set that were included in the kit. He was asked if his company would help pay for the reinstallation cost. [redacted] said no. I contacted [redacted]'s supervisor [redacted] who said his Vice President would not OK payment for the labor. I questioned even if the parts were defective or not the right parts, Strutmasters would not help me pay the 4 hours labor charge my mechanic was going to charge me to replace their mistake.[redacted] said that they would not pay anything for the labor cost. I informed [redacted] I was very Disappointed Desired SettlementFor the company to pay for the labor costs in replacing their incorrect/defective parts. They did not offer any compensation toward their mistake.Final Consumer Response /[redacted]/Business offered today to compensate me $130 towards labor cost I will need to pay to replace wrong/ defective parts. Although it will not cover the $200 cost completely, it is a good faith offer that I am waiting to receive. I will update the status of this claim after I receive the payment and replace the parts in question.

Ordered struts to replace oem airide for a soft ride. The struts were way to stiff. Ordered replacement struts to replace OEM airide, for a soft ride. The struts they sent me were so stiff the car was stressful to drive, I could feel every imperfection in the road.The web page warranty and the warranty in the product box were different.Price breakdown $639.00-4 struts 10.00 handling 67.76 shipping 170.00 return shipping 129.00 restocking1016.56 total cost - 519.20 returned to me=$497.36 to try a product that did not work. Desired SettlementI'm requesting the 20% fee for restocking($129.80) and half of the return shipping ($85.00)the amount of $214.80 to make a total of $734.00 return to me.That would give the seller $282.56 for struts that did not perform as advertised.Business Response /[redacted]/The suspension kit that was sent to the customer performed as advertised. Customer originally only paid 67.76 to have the kit shipped to him, and now states that his return shipping was more than double the original shipment cost. Our warranty and return policy are clearly stated on our website:Return Policy1) Customer must contact company to open a ticket for any return.2) Items must be returned within 30 days of the purchased invoice date.3) Customer is responsible for both the original shipping and return freight costs.4) Any product that has been installed cannot be returned for a refund.5) A 20 % restocking fee will apply to all non-warranty returns.6) Refunds are paid in manner of that payment was made, ( i.e, credit card or check).7) We reserve the right to refuse any products for return.8) Any unidentified product or product that hasn't been called in for a ticket, will not qualify for a refund and will be returned to the sender at senders expense.9) Proof of purchase will be required on any and all returns for refund.10) There are no other warranties expressed or written which will modify this Limited Life Time warranty and Return Policy.Thank youFinal Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response /[redacted]/This is not a warranty issue. Our warranty covers defective or broken products. This is a return and is subject to our return policy.

Failure to honor stated warranty at the time of purchase.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 [redacted] 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 [redacted] had advised me that Strutmasters should honor their warranty to me and there would be no problem for [redacted] 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 [redacted] the same [redacted] representative that I had talked to, about it. I furnished the [redacted] 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:"Good Morning Sir. I spoke to [redacted] @ [redacted] 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. [redacted]."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 !Desired SettlementReplacement of failed parts.Business Response /[redacted]/We do not warranty these parts normally, however, in an effort to maintain good customer relations we have sent out replacement parts.

Delivery of rusted and corroded unusable parts. Company will not return my calls for a refund and return label.On 10-01-2015 I ordered, by phone, a XN44-F1 front shock kit and a XN44-BUN to be shipped by UPS Ground. I received the shipment( order # XXXXX) on 10-07-15 at about 4:30 pm. I opened the box with the shocks to fine that they were severely rusted and corroded. I called Strutmasters at 4:30 and spoke with [redacted] (Tec support; he asked for me to send some pictures to him, which I did at about 5:30pm. I did not hear anything the next morning so I called 10-08-15 and spoke with [redacted] again; he said he sent the pictures to management. I heard nothing else that day. I called 10-09-15 to speak with [redacted] (VP) he would not speak with me, I tried to speak with [redacted] (Mgr.) and was told he was no available. I was put in contact with [redacted] (Tec. Support) and was told [redacted] was not there. After explaining the situation again was told someone would call me. No one called to resolve the issue of such poor Quality of the product. I asked that they send a pre-paid return label and refund all my money ($536.87). This is not that it was the wrong part, it is that it should not have been sent out at all in that condition (unusable). This reflects highly on the quality of the product and the non-service after the sale.Desired Settlement I asked that they send a pre-paid return label and refund all my money ($536.87) This is not that it was the wrong part, it is that it should not have been sent out at all in that condition (unusable). Final Consumer Response /[redacted]/ref: case# XXXXXXXX; the company has returned my latest call and has agreed to take back the product and sent return labels.Thank You[redacted]

PURCHASED STRUTS FROM SAID COMPANY, HAD THEM INSTALLED, DISSATISFIED WITH PRODUCT AND CALLED TO ASK FOR ASSISTANCE, BUT NO ONE CALLS ME BACK IN CA.CALLED SEVERAL TIMES FOR SOME ONE TO HELP RESOLVE THE ISSUE WITH RIDE QUALITY AND HEIGHT, BUT NO ONE CALLS ME. I HAVE TO CALL BUT DONT GET RESPONSE PERIOD. I TOLD THE COMPANY TO REFUND MY MONEY OR REPLACE THE STRUTS WITH MY ORIGINAL AIRMATIC STRUTS THAT CAME ON MY 2002 MERCEDES S500, BUT THEY DON'T WANT TO WARRANTY OR EVEN PROVIDE THE ORIGINAL EQUIPMENT REPLACEMENT STRUTS TO ME. THEY SAY NO WARRANTY FOR NEW AIRMATIC STRUTS WOULD BE OFFERED TO ME. SO ASKED TO RETURN THEM, AND FOR THEM TO REIMBURSE ME FOR INSTALLATION OF THEIR STRUTS, BUT THEY SAY NO. AND THEY WONT REIMBURSE ME THE MONEY TO MY ACCOUNT TILL I RETURN THERE STRUTS, AND I HAVE TO HAVE MY CAR AT A SHOP WITHOUT STRUTS TO SEND THEM THEIRS,BUT MY CAR HAS TO STAY WITH OUT THE ORIGINAL SHOCKS TILL I BUY THEM FROM SOMEWHERE ELSE AND HAVE THEM INSTALLED ON MY CAR, WHICH IS STILL AT A REPAIR SHOP TILL I GET THE REPLACEMENTS AIRMATIC SHOCKS. THIS IS TOTALLY UNACCEPTABLE TO ME BUT NOT TO THEM.Desired SettlementTHE LEAST THEY COULD DO IS TO CREDIT ME THE AMOUNT I PAYED THEM, SO I CAN GET THE ORIGINAL SHOCK THAT THEY REFUSE TO PROVIDE TO ME WITH WARRANTY, AND THEN, HAVE THEM PAY FOR THE REMOVAL OF THERE PRODUCT AND THE INSTALLATION OF MY ORIGINAL SHOCK, WHICH BY THE WAY HAS BEEN ON MY CAR SINCE THE BEGINNING OF FEBRUARY AFTER I PURCHASED THEM. Business Response The Strutmasters organization is more than willing to work with Mr. [redacted] to resolve this situation, but Strutmasters would like to make several facts clear.On February 1st, 2016, Mr. [redacted] purchased an air to non-air conversion kit for his 2002 Mercedes S500. Shortly after Mr. [redacted] purchased his kit and had it installed, he was unhappy with his decision.Mr. [redacted] expressed to our Customer Service/Tech Department he wanted to replace his vehicle with an air ride product versus a Strutmasters conversion kit. Mr. [redacted] was not interested in using original Mercedes parts and instead preferred a less expensive option. We informed Mr. [redacted] we had a less expensive air alternative, but there would be additional cost compared to our non air kit and we do not warranty air products. We quoted Mr. [redacted] an air replacement kit through Strutmasters for an additional cost of $441. After some thought, Mr. [redacted] was not interested in this option. Because the conversion kit is not defective, there is only one option available. Strutmasters has agreed to credit Mr. [redacted] his original kit cost, with two stipulations: he has to pay for the shipping cost from his home to Strutmasters facility in North Carolina and Strutmasters has to receive the kit, process the return and then Mr. [redacted]'s credit card would be credited immediately.As of August 22nd, 2016, nothing has changed for Strutmasters. We are still willing to refund Mr. [redacted] his original purchase cost. Although Mr. [redacted] is outside our return policy's 30 window and our kit has been installed on his vehicle since February 2016.What Strutmasters is not willing to do is pay for Mr. [redacted]'s kit installation cost, return shipping cost and/or credit his credit card prior to receiving our product.Consumer Response THE LAST TIME I WAS ABLE TO GET ANYONE LIVE ON THE PHONE THEY AGREED TO SEND ME SHIPPING LABELS TO OFFSET THE COST OF SHIPPING TO ME, AS A MEASURE OF GOOD WILL.