A 2024 Subaru Outback owner in Ontario says her warranty claim was denied after an engine inspection reportedly found sludge and other major problems, following years of doing her own oil changes. Subaru Canada says owner-performed maintenance can qualify for warranty coverage when it follows the required maintenance schedule and is supported by proper documentation.

Subaru Outback Owner Reports Engine Trouble

Shannon Desjardins, a woman based in Ontario, says she has been “around engines and stuff pretty much my whole life” and has performed her own oil changes for years. Her current vehicle is a 2024 Subaru Outback that is on lease and has been in her care for two years and about 44,000 miles.

Desjardins says she kept up with the vehicle’s oil changes throughout those 44,000 miles and preferred doing the work herself at home. That changed when an oil warning light appeared one night, disappeared and then returned the following day.

After the warning light initially appeared, Desjardins drove the Outback normally the next day. When the light came back on, she promptly called a tow truck and had the vehicle taken to the dealer.

Warranty Claim Was Denied

The inspection reportedly revealed sludge in the engine along with other major problems. The dealership then asked about the vehicle’s maintenance intervals and requested proof of maintenance.

Desjardins explained that she had performed the oil changes herself. She says the warranty claim was subsequently denied after the dealer learned about her DIY maintenance.

“They’re telling me the only reason they are denying it is that I did my own oil changes,” Desjardins stated.

Subaru Canada Says Documentation Is Required

CTV News, which reported the story, spoke with Desjardins, Subaru Canada through a spokesperson and Car Help Canada.

Subaru Canada’s spokesperson told CTV News that owner-completed maintenance must follow the maintenance schedule outlined in the vehicle’s New Vehicle Warranty/Maintenance and Roadside Assistance Booklet. The automaker also said records of all service work must be maintained and supported by documentation, including receipts for products used, so warranty coverage can be properly determined.

Subaru Canada is reportedly still investigating the matter.

Car Help Canada Warns Against DIY Oil Changes

Mohamed Bouchama, a spokesperson for Car Help Canada, said performing oil changes yourself carries too much risk.

“When you do your oil changes yourself, the risk is too high, I wouldn’t do it,” Bouchama stated.

He also said that building trust with a dealer is part of the transaction. According to Bouchama, dealerships maintain records of a vehicle’s maintenance, service work and problems, while also ensuring that the appropriate parts and oils are used according 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,” Bouchama said.

Owner Awaits Resolution

Desjardins remains responsible for lease and insurance payments on the Subaru Outback despite being unable to drive the vehicle. She remains hopeful that Subaru will reach a resolution following its investigation.

Desjardins summed up her position in CTV’s report by saying, “it (the situation) doesn’t sit well with me.”