Question 1

How can I identify if my product is affected or not?

Accepted Answer

Each “Affected Window” unit has a unique serial number. Pella’s recall website, www.PellaHingeRecall.expertinquiry.com,(www.PellaHingeRecall.expertinquiry.com) explains how to assist customers to identify the serial numbers of the Affected Windows. Units without serial numbers are not Affected Windows.

Question 2

What options are available to determine which windows are Affected Windows?

Accepted Answer

There are various options.
1. First, all affected windows were manufactured only between January 1, 2021, and July 14, 2023.
2. Second, it must be an operable Casement window (that means the window opens to the exterior of the structure using a crank) 
https://static.wixstatic.com/media/5abe8c_5cea32ade05841a7a6311caabbc412d4~mv2.png
Double Hung, Single Hung, and fixed units (windows that do not open or close) are not impacted.
 
	3. Third, only wood or wood-clad windows are affected. That means the sash and frame on the interior of the home will be wood, not vinyl or fiberglass.
	4. Fourth, only certain lines of wood windows are affected: Pella® Reserve® and Architect Series® venting casement Impact Resistant windows with side pivot hardware.
	5. Finally, only the following sizes are affected:

• Pella® Reserve® and Architect Series® venting casements less than 17 inches wide.
 • Pella® Reserve® and Architect Series® venting casements with a frame height greater than 96 inches.
 • Pella® Reserve® and Architect Series® venting casements with a frame width wider than 35 inches.
 • Pella® Reserve® and Architect Series® venting casements with a frame width greater than 29 inches and a vent height greater than 47 inches with side pivot hardware selected.
​

Question 3

What should I do with the affected product?

Accepted Answer

For Affected Window products, keep them closed & locked until a Pella Service technician has replaced the recalled side-pivot hinges.

Question 4

Does the affected product prohibit proper functioning for egress windows?

Accepted Answer

Many of the affected units were not intended as egress windows. The current concern will not prevent the window from being opened. However, consumers should keep these windows in a closed, lock position.

Question 5

What is Pella Corporation recalling and why?

Accepted Answer

It is believed that side pivot hinges purchased from a third-party and used between January 1, 2021, and July 14, 2023, did not have the specified weldment of a rivet securing the two hinge leaves together. If the window unit’s hinge welds fail, the casement window sash could decouple from the window frame and the sash could fall out of the structure when the window is opened.

Question 6

Is the CPSC forcing you to recall the products?

Accepted Answer

Pella raised the issue with the CPSC (Consumer Product Safety Commission) and is voluntarily recalling these products.

Question 7

What about the CPSC recommendation to consumers to avoid injuries?

Accepted Answer

The windows should be kept closed and locked until the consumer has verified through the registration site that they are not a part of the recall.  Unless there is an emergency that requires egress through that window, windows that are a part of the recall should remain closed and locked until repaired, free of charge to you, by a service technician designated by Pella to make the repair.

Question 8

Have there been any injuries?

Accepted Answer

No, there have not been any reported injuries to date.

Question 9

What is the company doing as a remedy?

Accepted Answer

Pella will replace the hinges on affected windows free of charge. Unless there is an emergency that requires egress through that window, consumers should keep affected windows shut and locked at all times and contact Pella at the number provided to schedule a free repair.  Please contact Pella at 888-276-7624, between 8am and 5pm ET Monday through Friday or visit www.PellaHingeRecall.expertinquiry.com (http://www.pellahingerecall.expertinquiry.com/)to register your affected windows so a repair can be scheduled.

Question 10

Have you stopped shipping the product?

Accepted Answer

Pella halted the shipment of all affected product on July 14, 2023.

Question 11

When will you resume shipping?

Accepted Answer

After assuring new compliant hinges were installed, Pella resumed shipment of windows.

Question 12

Can you provide assurance that the replacement/serviced product is safe?

Accepted Answer

We have tested the replacement hinges, and they meet all applicable specifications.

Question 13

What happened to cause the issue?

Accepted Answer

On 7/14/23, the Pella quality assurance staff in one of our manufacturing plants discovered a defective hinge during the window assembly process. Pella stopped use of the hinges supplied by our third-party vendor and began an investigation into the hardware issue.  We learned that a manufacturing issue at our third-party supplier affected some of the hinges.

Question 14

What safety issues are presented due to this recall?

Accepted Answer

If the hinge weld fails while the window is open, the casement window sash could decouple from the window frame and the sash could fall out of the structure.

Question 15

Can I continue to use my window?

Accepted Answer

Unless there is an emergency that requires egress through that window, please keep the Affected Windows shut and locked.

Question 16

How soon can I expect Pella to come replace the recalled hinges?

Accepted Answer

Once registration has been completed, Pella Corporation will send the necessary information to the local Pella Service team in your area and within 1-2 weeks they will reach out to you directly to schedule a date & timeframe to conduct the hinge replacement on affected units.

Question 17

Do I need to be home when the work is being done or can it be completed from the exterior while I am away?

Accepted Answer

The hinge replacement work will require access to the home's interior, so we will need someone at least 18 years old to allow entry to the home and access to the affected units at the scheduled appointment date/time.

Question 18

I no longer have the receipt, or these windows were purchased by the prior owner of the home. Can I still participate in the recall?

Accepted Answer

Even if you were not the original purchaser, or you no longer have the original purchase receipt, Pella will replace the hinges on affected windows free of charge. Consumers should keep affected windows shut and locked at all times and contact Pella at the number provided to schedule a free repair. Please contact Pella at 888-276-7624, between 8am and 5pm ET Monday through Friday or visit www.PellaHingeRecall.expertinquiry.com (http://www.pellahingerecall.expertinquiry.com/)to register your affected windows so a repair can be scheduled.

Question 19

Can I take the window back to the store where I purchased it?

Accepted Answer

No, please do not return the window to the store. Instead, please contact Pella at 888-276-7624, between 8am and 5pm ET, Monday through Friday or visit www.PellaHingeRecall.expertinquiry.com (www.PellaHingeRecall.expertinquiry.com)to register your affected windows so a repair can be scheduled. In the meantime, keep the Affected Window closed and locked until repaired by a Pella Technician.

If you have any questions, please contact us by phone at 888-276-7624, Monday-Friday, 8 AM ET to 8 PM ET.