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Business Profile

Wholesale Auto Parts

Strutmasters, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Auto Parts.

Complaints

This profile includes complaints for Strutmasters, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      After making my purchase with strutmasters, I then begin to read reviews through the bb.B and Yelp and did not longer feel comfortable Ordering with them. So I immediately called their sales team And spoke with *****.Regarding order number ******. He assured me that it would be canceled.But I would still have to call when they open in the morning So that I would not be shipped the product. Now the fact that I have to do this at six am Which is nine am eastern time is ridiculous. He wanted me to call into confirm cancellation of order. And says If the order ships I will be charged a hundred fifty dollar reshipping fee. So I will be contacting them at six am my time But Based on this shady business practice I am Reporting them to be proactive. I've already With their sales department and sent them multiple emails. He said it has not been shipped out yet , but if I am charged 150$, I will be contacting the attorney general of north carolina. The guy basically pleaded for me not to cancel. This is not correct business practice. One more.Odd thing that I found was weird was the fact that they did not charge me sales tax.

    • Initial Complaint

      Date:11/15/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      i have a 2003 mercedes sl500 with hydraulic suspension that was giving me problems so i decided to do a conversion to struts and while shopping online the name strutmasters kept coming up so i went on their website found what i needed for my car but they were way more expensive but were advertised MADE IN *** and they said see our costumers reviews and they were all good(handpicked reviews) and they also claimed to have the best.....3 lies ....when they arrived a week later 1st week of october ************************************************************** ***** but i had them installed anyway and here's what i have after less than 200 miles driven on this car...the front is about 2 inches too high on the driver's side and 1 inch too high on the passenger's side and squeak and squeal constantly and the rear sagged about 2 inches on both sides and now when i drive it the car feels like a tuna boat and is embarrasing to drive...i have searched and found so many bad reviews after i bought these and they continue to sell cheap chinese parts with made in usa stickers on them and posting fake reviewes and when you try to return them is when you find out about their company policies and you have to jump through hoops like a trick pony just to get a partial refund but you have to for shipping ...they should be in jail...i have not cotacted them and i'm not going to because i don't deal with liars but i want a full refund and after i receive it i will send that c*** back if they pay for shipping and if they choose to ignore this every time someone is shopping online and types the word strut or any key word like that they will be redirected this page

    • Initial Complaint

      Date:01/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I purchased all new struts for my 09lexus ls460 AWD to replace the air ride. Strutmasters claims that there struts are made in ******* and that they use Bilstein, Monroe, and or KYB. But instead they just re lable a cheap Chinese product that you can get from ******* for 200 a pair. This is shown in the picture. I just had to peal off the strutmaster label and the Chinese label was right underneath it. ***** replaced almost my entire front end, and they diagnosed the struts are bad. So now I have to purchase new struts again, and pay to have them installed. *********** said made in America. It is not. It is not designed to hold the weight of my vehicle. I want my money back.

    • Initial Complaint

      Date:11/22/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      I PURCHASED AN AIR SUSPENSIN CONVERTER *** $219.00 PLUS SHIPPING COSTS, TOTAL $268.00, ORDER #***** IN NOV 2023.IARETURNED *** WITHIN 14 DAYS OF RECIEPT. WAS INFORMED THAT THERE ****** BE A RE_STOCKING FEE OF $100.00. I FIND THIS FEE TO BE EXHORBENT. HAVE EMAILED THEM TWICE, NO RESPONSE. .THE *** PRILCE, AVAILABILITY AND CLUSTOMER SERVICE WAS TOP NOTCH AND I GAVE THEM A 10 RATING FOR THAT. THE ISSUE I HAVE AND COMPLAINING ABOUAAAT IS THE RESSTOCKING FEE. I FEEL THIS SHOULD BE POSTED ALONG WITH THE *** PRICE.

    • Initial Complaint

      Date:06/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought shocks and struts from the company and they were defective and the company will not give me replacement parts, when the problem occurred they did not even want to return the parts as well

      Business Response

      Date: 07/10/2023

      Customer originally ordered August 2020.
      Called on 6/22/2023, stated he needed replacement front struts.  Company policy states warranty is 1 year.
      The Customer was advised he was out of warranty, but was eligible for a discount replacement front kit.
      Customer received estimate for discount replacement front Range Rover kit in the amount of $400 plus $49 flat rate shipping.
      After receiving the estimate customer started sending very harsh emails using profanity.

    • Initial Complaint

      Date:04/03/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      I bought the **** **** ************* E320 Wagon Rear Hydraulic Suspension Conversion Kit (MH1RB), Order #******, on 11/11/2021. I called the Tech and Warranty line at ************ and I even had my mechanic on a third line explain to the rep about how the shock came apart and the rep even stated that its a fluke in regards to the way that piece failed/fell apart. The warranty is only for 12 months and my issue just falls out of that range so now I will have to pay a discounted price for a replacement. Why do I have to pay for an issue with a faulty part? What stops places like this from dealing with auto part providers that sell faulty parts which allows them to make a second sale on an item that should generally last ****** ******* miles, even if it is at a discounted rate. I am not a satisfied customer, there was no effort on the reps ****** to attempt to make this right, the 12 month warranty was reiterated and I was dismissed to wait for an email from the reps supervisor for a discounted replacement part. In this case Strutmasters, LLC is falling short on customer service, quality of the products they are selling, and accountability. I paid $691.71 just so I could be charged $202.18 for a discounted replacement. The discount was $30 and I'm being charged $52.18 for shipping on a part that I need to replace because the original part was faulty, which the Strutmasters rep acknowledged. How is this ok? The part and shipping should be covered at no cost to me because it was clearly faulty.

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date of order 6-28-2021 order number ****** . I purchased a complete strut kit from Strutmasters on 6-28-2021. Since the kit was installed the front coil springs have been progressively loosing ride height and now it is sagging to the point that the front of the car is bottoming out. I contacted Strutmaster on 9-8-2022 to obtain warranty and was told their was no warranty on the springs. The documentation on the top of page 2, (Attached) clearly shows a Lifetime Warranty on ALL springs. I am looking for Strutmaster to make good on the warranty and replace the front springs or refund 50% of my order total.

      Business Response

      Date: 09/09/2022

      The issue is if we send new springs, the struts may not work if we just send new springs.  Our technical team is trying to figure out a solution for this customer and will be reaching out to him on Monday with some options.

      Business Response

      Date: 10/24/2022

      Strutmasters sent a check overnight.  It was delivered 10-19-22 at 3:08 pm.  See attached.  Due to the age of this order, we were unable to refund the card.

      Customer Answer

      Date: 10/24/2022


      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.

      Thank you for standing behind your product.

      Sincerely,

      **** ******

    Strutmasters, LLC is NOT a BBB Accredited Business.

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