“A little red light came on.”
Shannon Desjardins is a woman based in Ontario. She’s “been around engines and stuff pretty much my whole life,” and she’s been doing her own oil changes for years now. Her current car, which is also the one in question, is a 2024 Subaru Outback that is on lease and has been in her care for two years and about 44,000 miles of driving.
For Dejardins, she’s been conducting her own oil changes at home, where it’s more convenient for her. According to her, she’s been on top of her oil changes in the 44,000 miles of ownership. However, that all changed when an oil light came on one night, went away, and then came back the next day.
The day after the oil light initially came on, Dejardins drove her car normally. However, when it came back on again, she promptly called a tow truck and brought it to the dealer.
Warranty Claim: Denied
The inspection did not go so well. Dejardins was told that there was sludge in the engine and other major problems. When asked about her maintenance intervals and to provide proof of maintenance, Dejardins told the dealership that she was doing the oil changes herself.
When the dealer found out about her D.I.Y. oil changes, the warranty claim was denied. “They’re telling me the only reason they are denying it is that I did my own oil changes, Dejardins stated.
CTV News, our source for this story, was able to talk to three parties in this case: Dejardins, Subaru Canada through a spokesperson, and Car Help Canada. Subaru Canada’s spokesperson was able to put in a word with CTV News, stating that “Owner-completed maintenance must follow the maintenance schedule outlined in the vehicles’ New Vehicle Warranty/Maintenance and Roadside Assistance Booklet, and a record of all service done must be maintained and supported with documentation, including receipts of products used, in order to ensure warranty coverage can be determined appropriately.” Subaru Canada is reportedly still investigating the matter.
“The risk is too high”
Car Help Canada’s spokesperson, Mohamed Bouchama, stated, “When you do your oil changes yourself, the risk is too high, I wouldn’t do it.” He further stated that building trust with your dealer is part of the transaction. On top of taking care of you, the establishment also keeps records of your car, so any maintenance item, service work, or problem is documented properly. In addition to that, the right parts and oils will be used and are up to the manufacturer’s recommendations. “You might think you are saving $100 or $150, but it could end up costing you thousands of dollars afterwards,” said Bouchama.
For Dejardins, she will still continue to make lease and insurance payments on the car she cannot drive. However, she remains hopeful that Subaru will come up with a resolution after their investigation. Dejardins had the last word in CTV’s report, stating that “it (the situation) doesn’t sit well with me.”
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