Casement and Awning Window Recall—Frequently Asked Questions

Your safety is our top priority. We understand you may have questions about the voluntary recall involving certain casement and awning windows manufactured or installed between April 2024 and January 2025. Below, you’ll find answers to the most common questions, what steps we’re taking and how you can schedule a free inspection and repair.

For additional questions, please contact us at (855) 293-7813.

About the Recall

What is the specific issue with the window hinges?

A hinge component supplied by a third-party vendor may not perform as intended in certain casement and awning windows. In some cases, this could result in the window sash detaching from the frame, which poses a potential safety risk. Out of an abundance of caution, we are proactively inspecting and repairing any affected windows to ensure your safety.

How can I tell if my windows are affected by this recall?

For Universal Windows Direct customers, this recall applies to casement and awning windows manufactured or installed between April 2024 and January 2025. If you received a recall notice letter, our records indicate that your windows may be affected. However, a professional inspection is required to confirm whether repairs are needed. For your safety, please do not attempt to inspect windows yourself.

What models or types of windows are included in the recall?

For Universal Windows Direct customers, this recall applies to casement and awning windows manufactured or installed between April 2024 and January 2025. If you have these types of windows and they were installed or manufactured within the recall period, they may be impacted.

Is there any visible sign that my windows might be defective?

In some cases, an affected hinge may appear loose or misaligned. However, not all defects are visible, and a thorough inspection by a professional is required. For your safety, please do not attempt to inspect windows yourself.

What are the risks of using the affected windows before they are inspected?

There is a possibility that the window sash could detach, which may lead to injury or property damage. For safety, please keep all casement and awning windows closed and locked until they have been inspected and repaired if necessary.

What should I do if I’ve already experienced a problem with my window sash detaching?

If you have experienced this issue, please contact us immediately at (855) 293-7813.

Can I open my windows if I do so carefully?

To prevent risk, we advise that you keep windows closed and locked until they have been inspected and repaired.

Why is the Consumer Product Safety Commission (CPSC) involved?

The CPSC oversees product safety and recalls to ensure consumer protection. We are following their guidance closely to address this issue safely and efficiently.

Is this recall legally required, or is it voluntary?

This is a voluntary recall initiated by Amesbury Truth in cooperation with the CPSC and impacts multiple window manufacturers, including Universal Windows Direct. Our priority is to ensure customer safety and product reliability. We are following the guidance provided by the CPSC to resolve this issue efficiently.

Inspections and Repairs

How long will the inspection and repair process take?

Inspections and repairs will be completed, as needed, during the same appointment. We anticipate that the inspection and repair process will take approximately 20-25 minutes per window.

Who will be conducting the inspection and repairs?

Inspections and repairs will be performed by trained Universal Windows Direct representatives or, in some cases, authorized contractors.

Will the inspection and repairs be done free of charge?

Yes, all inspections and necessary repairs related to this recall will be provided at no cost to you.

What do I need to do to initiate my inspection?

To get started, simply call (855) 293-7813.

What should I do if I need to reschedule my inspection appointment?

If you need to reschedule, please contact us at least 24 hours in advance at (855) 293-7813, and we will arrange a new appointment at your convenience.

If my windows are not affected, will I receive any confirmation?

Yes, your service technician will provide confirmation of whether your windows are impacted at the end of the inspection. If no issues are found, no further action is required.

Do I need to be home for the inspection and repairs?

Yes, we recommend that an adult be present during the inspection and repair process. Should you need to reschedule, please contact us as soon as possible at (855) 293-7813, and we will arrange a new appointment at your convenience.

Will the inspection and repair process be disruptive?

No, the inspection and repair process are designed to be quick and minimally disruptive.

How can I check the status of my inspection or repair request?

You can check your status by calling (855) 293-7813.

Warranties and Additional Repairs

Can I replace my affected windows instead of repairing them?

The recall includes a free repair to resolve the issue. If you prefer a full replacement, you may discuss your options with a Universal Windows Direct representative, but standard replacement costs may apply.

Does this recall affect my window warranty?

No, this recall does not void or alter your existing window warranty. Your original warranty terms remain in place.

What if my window is out of warranty? Will the recall still cover it?

Yes, this recall applies to affected windows regardless of warranty status. The inspection and necessary repairs will be provided at no cost to you.

If my windows need repairs unrelated to the recall, will those be covered?

Only hinge-related repairs due to this recall will be covered at no charge. If additional repairs are needed, we can provide a service estimate upon request.

If my window is repaired as part of the recall, will it be covered under a new warranty?

No, repairs performed under this recall will not come with a separate warranty. However, if your window is still within its original warranty period, that coverage remains in effect. If you have concerns about future issues, please contact us at (855) 293-7813 to discuss available service options.