A Subaru owner in Ontario was denied a major warranty repair on her 2024 Subaru Outback because she performed her own oil changes. The dealership cited concerns about the maintenance history and questioned whether the owner could adequately prove that the required servicing was completed correctly.
Shannon Desjardins, the vehicle owner, stated she had been performing routine oil changes and other basic maintenance herself to save money. However, when her vehicle experienced engine problems, including a sludge buildup, the dealership indicated that the repairs would not be covered under warranty. This came as a surprise to Desjardins, who has experience working with engines.
The issue began when a red oil light illuminated on her dashboard while she was driving home from work. The light disappeared the next day, but reappeared later. Following the second warning, she had the vehicle towed to the dealership.
Subaru Canada issued a statement addressing the situation, emphasizing that owner-completed maintenance must adhere to the schedule outlined in the vehicle's warranty booklet. The company also stated that owners must maintain records of all services performed, supported by documentation such as receipts for products used, to ensure proper warranty coverage determination. Subaru Canada confirmed it is investigating this specific case.
The manufacturer's website indicates that new vehicles come with a bumper-to-bumper warranty lasting three years or 36,000 miles, whichever comes first, and a powertrain warranty for five years or 60,000 miles. These warranties protect against factory defects but do not cover standard maintenance costs. The dealership's decision suggests they believed the engine issues were a result of improper DIY maintenance rather than a manufacturing defect.
