Dealer Refuted Any Claims of Engine Oil Leakage - Isuzu MU-X

Barbequemilk on 25/10/2024 - 15:53
Last edited 26/10/2024 - 19:31 by 1 other user

I need some assistance regarding my first brand new car.

In the first week of August, I discovered an oil leak while rotating my tyres and contacted the dealer for an inspection. They found nothing, despite my insistence that there was oil present, and after showing a photo, the manager dismissed my concerns, claiming it was just water.

Feeling frustrated, I reached out to the head office, but they confirmed the dealer's findings, although the manager promised to recheck and clean the engine during the next service. When I returned for that service, I reiterated my concerns, but the staff insisted there was no leak and did not wash the engine as promised.

Disappointed, I emailed the headquarters again, stating that the dealer had not honoured their commitment and that I would escalate the issue to the ACCC if I didn't receive a resolution within 20 business days. The head office responded, scheduling another inspection, but I informed them that I would not be returning to that dealership due to their failure to address my concerns, suspecting they hadn't properly investigated the leak. I said would appreciate it if they could relay my concerns to another dealer.

It's been a week without any response from them. What are my options now? Should I consider escalating this to the ACCC?

Automotive Car Engine Oil Isuzu Oil Leak SUV

Comments

  • Euphemistic on 25/10/2024 - 16:06
    +12

    Go to another dealer or mechanic for a second opinion. Then go from there.

    • Barbequemilk on 25/10/2024 - 17:07
      +3

      I simply want them to clean the engine oil so they can monitor the leak over the next 3,000 to 5,000 kilometers. Since I believe my warranty covers this, I shouldn't have to pay a third-party mechanic. I'm not sure why this seems so difficult for the dealers to handle.

  • Ash-Say on 25/10/2024 - 16:07
    +3

    Why dont you take it to your local mechanic and get an opinion?

    If you don't have patience and really concerned, you can lodge NCAT application which should give you better traction.

    • Barbequemilk on 25/10/2024 - 17:29

      I plan to take my car to a local mechanic for an inspection when all the dealer service centers have denied the leak. For now, the car is still under warranty, and I expect them to address their issue without any cost to me. I prefer not to pay for a third-party mechanic's opinion at this stage, as I believe the car is still covered by the manufacturer's warranty. If the head office agrees to cover the inspection costs with a third-party mechanic, then I will consider taking it to a local shop.

      Thanks

      • brad1-8tsi on 27/10/2024 - 13:41
        +3

        Diagnostics aren't free. Expect to pay for an hours labour to diagnose the fault. In this case clean and monitor the suspect area. If a fault is found that fee will be refunded as part of the warranty process.

      • CurlCurl on 27/10/2024 - 16:36

        seeing as you are in NSW, maybe contact the NRMA. They may inspect it.

        • Barbequemilk on 28/10/2024 - 03:21

          I was considering reaching out to roadside assistance for an inspection.

  • Hybroid on 25/10/2024 - 16:07
    +3

    Keep chasing them for an amicable resolution. Have you gone to another Isuzu dealer of your own accord and see what they say?

    You can absolutely can report a consumer issue to the ACCC, but they don't help individuals. They collate data to see patterns and identify widespread issues that they need to investigate. You still should if believe you have a valid case.

  • pegaxs on 25/10/2024 - 16:09
    +7

    Should I consider escalating this to the ACCC?

    ACCC is not who you escalate this to. They wont care. They will just direct you away. ACCC handles ongoing cases of breaking laws, not one off disputes with single clients. This is a civil issue between you and the dealer/manufacturer and you would need to take it up with your state's fair trading and possibly seek some form of remedy from your states *CAT (NCAT in NSW).

    That being said, take it somewhere else and get a report done on it, even if it is an independent mechanic. Get it cleaned and photographed correctly and then drive it and get it re-inspected in a week/month/6 months and again take photographic evidence to support your claim.

    Now, on top of that, this "could" just be something like underbody protection or coating and not an oil leak, but you will not know until this area has been completely cleaned and you continue to drive the vehicle. If the vehicle has dropped oil in spots, you can get a drip tray and lay some white paper towel on it to collect these drops of oil as further evidence if it is leaking.

    • Ash-Say on 25/10/2024 - 16:20
      -2

      I still don't undersdand the purpose of Fair Trading.

      They are toothless tigers and can't force any action. This department is just waste of tax money.

      • Baysew on 25/10/2024 - 16:59
        +2

        What we do
        NSW Fair Trading is responsible for the administration of consumer protection laws in NSW. We aim to achieve fairness for all in the marketplace by undertaking a range of activities including:

        -giving consumers and traders information about their rights and responsibilities and Fair Trading services
        -helping to resolve consumer complaints and disputes
        -licensing businesses, contractors, tradespeople and property professionals
        -registering associations and co-operatives
        -conducting compliance, inspection and testing programs
        -developing and enforcing laws to safeguard consumer rights and inform business and traders on fair and ethical practices
        -safeguarding rental bonds.

    • CurlCurl on 25/10/2024 - 17:34

      Get it cleaned and photographed correctly and then drive it and get it re-inspected in a week/month/6 months and again take photographic evidence to support your claim.

      Definitely have it cleaned but only by the dealer, or another dealer. Not any Joe Blow mechanic.

      BTW. If it is 'water', where is it coming from?

      • pencilhead on 26/10/2024 - 11:40

        Aircon

        • CurlCurl on 26/10/2024 - 11:48

          Aircon

          Aircon water runs through a hose to the ground.

          • pencilhead on 26/10/2024 - 11:57
            -3

            @CurlCurl: I didn't look at the photo. Just answered question where water could come from.

  • Look Up on 25/10/2024 - 16:11
    +4

    Go to another Isuzu dealer for a second opinion and make sure they're not owned by the same group who runs your current clueless dealer

    Top left of your photo clearly shows oil pooling on the underside of a return line so your dealer is obviously playing games

    Make sure you're checking the dipstick daily and top up to the correct level before you can get it fixed

    • Barbequemilk on 25/10/2024 - 17:18
      +1

      There are just two dealer service centers in Canberra, and I worry that if I schedule an appointment with another dealer by myself, they will give me the same response about no leaks. That's why I want the head office to communicate my concerns to the other dealer. All I need is for them to clean up the oil and check in again after about 5,000 kilometers.

      • Look Up on 25/10/2024 - 19:08
        -1

        … and I worry that if I schedule an appointment with another dealer by myself, they will give me the same response about no leaks.

        Go through the correct and direct process and only worry if ACT dealer #2 rejects your problem as well

        Your end game is:

        1. Have an authorised dealer diagnose and acknowledge the source of the oil leak

        2. Have the dealer agree the source of the oil leak is due to <insert manufacturing fault covered under warranty> because they will then schedule the repair and be reimbursed for the costs by Isuzu head office

        3. Drive away knowing your new car does not have a persistent oil leak that will eventually cause engine related issues

        You've already mentioned that cost for a proactive third party inspection is an issue

        How does that balance in terms of time and money if ACT dealer #2 rejects you and you need to visit the NSW dealers in Goulburn, Cooma or Batemans Bay?

      • Euphemistic on 26/10/2024 - 06:29

        I worry that if I schedule an appointment with another dealer by myself, they will give me the same response about no leaks

        But you dont know they wont do anything. Try them, then escalate.

        • Barbequemilk on 26/10/2024 - 09:03

          Yes, I might go ahead and book for next week. Appreciate it, mate!

  • Loot N Plunder on 25/10/2024 - 16:20
    +2

    Take it to the cop shop for a defect
    How can they dispute that?

    • MS Paint on 25/10/2024 - 16:31
      +1

      A leaking car is not a defect. It very much depends on how much it leaks over a period of time.

      • Loot N Plunder on 25/10/2024 - 16:47
        -4

        An oil leak is a defect and will be issued a defect notice
        look it up in your state

        • MS Paint on 25/10/2024 - 16:59

          Dampness, weeping or staining are acceptable

          To be fair, if that drip (top left of photo) drops while the HWP officer is having a gander then it would be unroadworthy.

          • elgrande on 25/10/2024 - 21:23

            @MS Paint: Wait, I'm confused. Have you always been MS Paint Muzeeb? Or was there another MS Paint? 🤷‍♂️

          • azonki on 26/10/2024 - 15:03

            @MS Paint: This was the definition of an oil leak when I took a car over pits in the 1980's.
            It was a very uneasy experience, as the car was a 1971 Triumph 2500 PI.

    • Barbequemilk on 25/10/2024 - 17:20

      What is cop shop?

      • MS Paint on 25/10/2024 - 17:29
        +6

        • A tele drama of approximately 580 episodes produced by Crawford Productions in the 1970s and 80s.

        • A police station

        • Where Jimothy spends the night after a big night out with da bois

  • MS Paint on 25/10/2024 - 16:30

    Is that the rear of the sump? Dodgy gasket/sealant by the looks of it to me.

    • mapax on 25/10/2024 - 16:54

      I was thinking similar. On the plus side it makes me feel better about the sump swap I did about 8 years ago that hasn’t leaked despite looking just as dodgy.

      • MS Paint on 25/10/2024 - 17:02
        +1

        I replaced a water pump and gasket recently. The job looked awesome but still a minor leak persisted. Started from scratch and it looked like a 3 year old kid replaced it but it doesn't leak. Never judge a sealant by its appearance.

  • Barbequemilk on 25/10/2024 - 16:52

    Rear main seal, not uncommon issue that what one of the Facebook groups told me

  • brendanm on 25/10/2024 - 16:55
    +18

    Why not take it to the dealer, get them to come out to the carpark, and point at the oil leak for them? Wipe your finger on the oil, then wipe it on the service manager. When he asks "why did you wipe oil on me?", you can then say "I told you it wasn't water".

    • MS Paint on 25/10/2024 - 17:03
      +2

      You seem to do your best work on sick days. I'll let your boss know.

      • brendanm on 25/10/2024 - 17:54
        +1

        Thanks mate, maybe I can do a 2 day work week.

    • Barbequemilk on 25/10/2024 - 17:19

      It would be too overwhelming for me to handle.

      • brendanm on 25/10/2024 - 17:55
        +2

        Huh? Pointing out the oil leak to the twit who can't spot an oil leak?

        • Barbequemilk on 25/10/2024 - 18:42
          +1

          I shared this photo, along with several others, but the manager wouldn't even glance at them. He was totally uninterested in checking it out, let alone bring him out to the parking and to jack up the car, removing the bash plate, and pointing out the leak.

          He just kept insisting that he trusted his mechanics and claimed there was no leak at all.

          • brendanm on 25/10/2024 - 18:55
            +1

            @Barbequemilk: Remove the bashplate at home, drive the car in, get the service manager to come out and look.

  • GordonD on 25/10/2024 - 17:34
    +2

    refute [ ri-fyoot ]
    verb (used with object)
    - re·fut·ed, re·fut·ing.
    to prove to be false or erroneous, as an opinion or charge.
    Synonyms: confute, rebut, disprove
    - to prove (a person) to be in error.

    If the dealer has refuted your claim that should be the end of it. It is proven false.

    Do you mean the dealer denied your claim of an oil leak?

    • Barbequemilk on 25/10/2024 - 17:38

      They have been inspected twice, and the same dealer service centre confirmed that there are no leaks found.

      • Xyzzy on 25/10/2024 - 20:19
        +1

        Refuted it is then. Congratulations, your car is fine.

        • Barbequemilk on 25/10/2024 - 20:28

          What do you think it is in the picture, oil or water?

  • Downvoter on 25/10/2024 - 19:18
    -6

    (profanity) I’m annoyed by you just by reading your whinging.

    • yellowfever on 25/10/2024 - 20:24

      Babahahhah true eh the text is annoying AF

    • Barbequemilk on 25/10/2024 - 20:33
      -1

      You're one of those dealers who gets really irritating when the proof is oil and the so-called water.

    • CurlCurl on 28/10/2024 - 20:51
      -1

      That figures. The brain of T Rex weighs around 350 grams.

      The human brain weighs around 1.4kg.

  • Desmond out on 25/10/2024 - 19:56

    Laws support criminals always make sure to buy a vehicle from dealers who give good customer service

  • yellowfever on 25/10/2024 - 20:25
    +6

    Why not just buy a can of degreaser for $3.99 at supercheap auto and wipe the oil off. Take photos and revisit again in 2 weeks. Take photo of it leaking send to the dealer and keep annoying them.

    • Charity on 26/10/2024 - 09:21
      +7

      Because he’s waiting for the 4 for $10 deal

    • skillet on 28/10/2024 - 15:06
      +1

      I love this comment but the car is under warranty so the owner shouldn't need to out of pocket to fix defects. It's very obvious an oil leak and to any mechanics eyes it's an oil leak. Only the manager who never touch a screwdriver will say it's water. It's so mentally disabled.

      • Euphemistic on 28/10/2024 - 17:02
        +1

        It sucks that they wont help, but sometimes you need to do a little work to help them get to the resolution. You shouldn't have to spoon feed them, but sometimes….

  • dtc on 26/10/2024 - 10:32

    Dealers are all franchises and make money from warranty repairs. So they don’t actually have an incentive to lie to you.

    But as everyone has said, get a 2nd opinion and it can be from any mechanic. There are plenty of good ones in Canberra.

  • King Tightarse on 26/10/2024 - 11:21

    Pretty obviously an oil leak.
    What kind of car is it BTW?

  • Euphemistic on 28/10/2024 - 08:19

    On a separate note, keep an eye on the front tyre wear. Theres a steering geometry design fault that may be rectified by isuzu if your front tyres wear on the inner edge. Ours is being assessed soon as the front tyrws aplear to be wearing.

    • Barbequemilk on 28/10/2024 - 11:18

      I received a letter from the ACCC about the front tire, but there's a catch: it only applies to tires with less than 45,000 km. Mine has gone over that, but everything's been fine so far.

  • skillet on 28/10/2024 - 15:03

    That's so obvious dirt sticking to oil leak. Fight hard if your car under warranty, yes a second or third dealership will be a good idea.

  • King Tightarse on 28/10/2024 - 17:17

    I wouldn't get interested in getting that dealership you talk about to do the work - clearly they are dicks and are denying the totally obvious. If they refuse to recognise a photo of a very obvious oil leak, they cannot be trusted.
    I would email that photo you have up the food chain to head office and get them to recommend a solution but I would definitely make plans to go to another dealer.

    • Barbequemilk on 28/10/2024 - 19:09

      I sent the pictures to the head office, and they replied saying the dealer checked the engine and found no leaks. They mentioned the manager would clean the engine in next service . On the service day, I reminded the staff about the manager's promise, but after the service, they still insisted there were no leaks. When I got home and checked, I realized they hadn't cleaned the oil at all, which really frustrated me since the manager didn't keep his word.

      Today, I called another dealer, and they told me my car had been serviced elsewhere and no leaks were found. I just wanted them to clean the oil and follow up, but they said if I brought it in, they'd have to start the inspection all over again. I'm feeling really hopeless about this; it's my first new car, and I thought that buying a new car under warranty meant any issues would be easily handled by the dealer.

      • dtc on 28/10/2024 - 19:14

        dont go to a dealer. Go to an independent mechanic. You dont need to service through a dealer and this issue isnt anything that requires specific equipment to service. Tell the dealer to do an inspection - just say you have seen oil on the driveway and it looks to you like a leak, can he have a look. Dont even need to mention this dispute.

        • Barbequemilk on 28/10/2024 - 20:05

          I didn't bring up the dispute; I just mentioned that I found an oil leak. When I gave them my registration number, they already had info about the issues from the head office in their system.

          There's no way I'm going back to that dealer for service.

          • King Tightarse on 28/10/2024 - 20:14

            @Barbequemilk: If you have not got satisfaction, go higher.
            Whomever you spoke to either does not understand the photos or is lying. Tell them the dealer has inspected the car but their conclusion is completely wrong and an apprentice in his first week would easily see the problem. This is not a 'maybe' issue, it is clear cut.
            They are 100% pulling your chain and avoiding you because it is a labour intensive job and they don't want to do it.
            If they still don't take it seriously, I would tell them you have no problems with taking it to the media. (I would tell them I have already emailed the picture to John Cadogan)
            Go one level higher. Find the manager or the state manager.

            • Barbequemilk on 28/10/2024 - 20:33

              @King Tightarse: I'll give the head office another call tomorrow and see what they have to say.

              • King Tightarse on 28/10/2024 - 20:43
                +1

                @Barbequemilk: I would email - then you have a record.
                Literally tell them that you will keep going higher until somebody takes it seriously.
                The photos is clear cut - no ifs buts or maybes.

              • Euphemistic on 29/10/2024 - 14:33

                @Barbequemilk: Maybe, just maybe, the oil leak isnt a real concern. It doesnt look like a catastrophic leak at present. Monitor it, if it gets worse get it inspected in person again. No photos, no manager, just an actual service technician. Youve got a few years of warranty left and obviously a few services in that period. Keep an eye on it, it might not get any worse.

  • King Tightarse on 07/11/2024 - 22:36

    Any update with this?

    • Barbequemilk on 08/11/2024 - 06:40
      +1

      I scheduled an appointment with a different dealer for November 21st. My main request is to have the oil mess cleaned up, and I believe it won't be too difficult for them to handle. Thanks for asking

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