An Ontario woman who leased a brand new car says she was shocked when her warranty claim to fix major engine trouble was denied after the dealership discovered she did the oil changes on the vehicle herself.
“I’ve been around engines and stuff pretty much my whole life,” said Shannon Desjardins, of Sudbury, Ont.
She told CTV News she’s been doing oil changes on her own vehicles for years.
“For me, it’s just better to be able to have everything at home and do it when it’s more convenient for me,” Desjardins said.
When she leased her 2024 Subaru Outback, she did her own oil changes for two years and kept track. In January, when her vehicle was at 71,000 kilometres, something went wrong.
“I was on my way home from work, and I was almost home, and a little red light came on, which I had never seen before, but it was an oil light,” Desjardins said.
The next day, she noticed the light went out, so she continued to drive it.
“On the way back into town the light came on again. That’s when I obviously had it towed, as there was obviously a bigger issue,” said Desjardins.
When Desjardins took her vehicle to the dealership, she was told there was a sludge in the engine and other major problems. She was asked to provide proof of oil changes, and she told the dealership she had been doing them herself. That’s when she was told repairs would not be covered under warranty.
“They’re telling me the only reason they are denying it is because I did my own oil changes,” she said.
When CTV News reached out to Subaru Canada on Desjardins’ behalf, a spokesperson said in a statement, “Owner-completed maintenance must follow the maintenance schedule outlined in the vehicle’s New Vehicle Warranty/Maintenance and Roadside Assistance Booklet, and a record of all services 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 investigating this particular case.”
CTV News reached out to Car Help Canada regarding Desjardins’ matter. They recommend going to the dealer while a car is under warranty.
“When you do oil changes yourself, the risk is too high. I wouldn’t do it,” said Mohamed Bouchama, with Car Help Canada.
According to Bouchama, the benefit of going to the dealer is you’ll build trust with the dealership, and they’ll keep detailed records and use the correct oil and filters.
He said as repairs get more expensive, changing oil yourself isn’t worth it.
“You might think you are saving $100 or $150, but it could end up costing you thousands of dollars afterwards,” said Bouchama.
As for Desjardins, she told CTV News she’s continuing to make lease payments and pay insurance on a car she can’t drive and is hopeful Subaru will come up with a resolution once their investigation is concluded.
“It doesn’t sit well with me,” Desjardins said.
