- Customer Care
What is the recall?
Monessen Hearth Systems Company has identified the remote possibility of an issue in some hearth units operated by the Signature Command control and is undergoing a voluntary recall in partnership with the Consumer Products Safety Commission (CPSC). The recall affects products branded Monessen, Majestic and Vermont Castings.
What stores sell these products?
Monessen, Majestic and Vermont Castings products are sold by various independent hearth retailers throughout the United States and Canada.
How do I know if my fireplace is part of the recall or not?
The affected products are certain gas fireplaces from the Monessen, Majestic and Vermont Castings brands that are operated by the Signature Command Control System. Units with millivolt operation are not affected. The affected fireplaces are direct vent and B (natural) vent models with serial numbers falling within the range of 11-X-027322 to 11-X-031501; 12-X-000275 to 12-X-015206, 11-P-032597 to 11-P-059389; 12-P-000202 to 12-P-037583, and a Signature Command control board date code range of 1135 to 1232. OR if your fireplace or insert was serviced since October 1, 2011 and the service work included replacement of the Signature Command control board. No other gas products, including stoves and grills or vent free products, are affected. For a complete list of models, visit www.monessenhearth.com/recall. To determine if your unit is among those affected, please follow the below steps:
- Determine if the unit was purchased between October 2011 and October 2012. Only models sold after this date range are affected.
- Locate the serial number of the fireplace or insert on the rating plate and determine if it falls within these ranges: 11-X-027322 to 11-X-031501; 12-X-000275 to 12-X-015206, 11-P-032597 to 11-P-059389; 12-P-000202 to 12-P-037583. Units with serial numbers outside of these ranges are not affected.
- Identify the date code on the Signature Command control board. Affected units will have a date code, stamped in red on a black background, of 1135 to 1232. Control boards with date codes outside of this range or marked with a pink dot are not affected.
- If all of the above criteria are met, the control board should be replaced.
- If your fireplace or insert was serviced since October 1, 2011 and the service work included replacement of the Signature Command control board.
What do I do if my unit is part of the recall?
If you have an affected unit, stop using the fireplace immediately. Contact the dealer from which you purchased the fireplace. Do not use the fireplace until you receive further instructions from your dealer. If you did not purchase the original unit, or there is no dealer in your area, please visit www.monessenhearth.com/recall. for recall information and to submit your recall claim.
What’s wrong with the units?
A component supplied by one of our vendors, used in a limited number of our units within a narrow manufacturing timeframe, were found to be defective, and could result in a malfunction of the Signature Command Control, which prevents the unit from igniting. It is possible in a very limited number of units that gas may continue flow into the chamber, though it fails to light, creating a possible safety issue under a very narrow set of circumstances.
Is there potential for physical harm?
While there is always a minimal risk with any gas product, our direct vent fireplaces and inserts are designed to an industry standard so units are able to absorb internal gas explosions without door glass breakage, further minimizing the risk of harm. B-vent models are not sold with an enclosed glass front. If you are unsure about what type of unit you have we recommend shutting off the gas to your unit, until you can verify that the unit is not part of the recall or, if it is, until it is repaired.
Should I turn off my pilot light or gas?
We recommend turning off the gas and pilot light until you have eliminated your unit from the recall parameters. If you determine your unit is affected, leave the gas and pilot light off until the control board has been replaced.
Has anyone reported injuries from this problem?
The issue was discovered by MHSC’s quality assurance department and we have not received reports of injuries resulting from this defect. We are issuing this voluntary recall because we are unwilling to expose our customers to even a remote chance of risk. MHSC stands behind all of our products and will provide all necessary steps to ensure their consistent, safe operation and complete customer satisfaction.
Are defective products still being sold?
No. We are working with our dealers to ensure that all inventory is inspected and any faulty component replaced so that the unit is restored to the correct operating parameters. All products manufactured since August 16, 2012 are manufactured using corrected components.
Can I continue to use my fireplace?
If you have verified that your fireplace was not impacted by the recall, you may continue to use it. If you are unsure, or if you have an impacted unit, stop using the fireplace immediately and call your local dealer. You may also visit www.monessenhearth.com/recall. for recall information and to submit your recall claim.
Will my products be replaced?
The unit itself does not need to be removed or replaced, only one component. MHSC will work with your local dealer to supply and install a new control board for your fireplace or insert. MHSC stands behind all of our products and will provide all necessary steps to ensure their consistent, safe operation and complete customer satisfaction.
Will I have to pull out my fireplace or insert?
No, the only item that requires replacement is the Signature Command control board, which can be replaced easily with no damage to the unit or the wall on which it is installed. No other component is affected.
Are any other products affected, like stoves or grills?
No. Only direct vent or B (natural) vent fireplaces and inserts manufactured between October 1, 2011 and August 16, 2012 and operated by with Signature Command control are affected. Within that criteria, only units with serial numbers falling within the range of 11-X-027322 to 11-X-031501; 12-X-000275 to 12-X-015206, 11-P-032597 to 11-P-059389; 12-P-000202 to 12-P-037583, and Signature Command control boards with a date code range of 1135 to 1232 are included. No other products, including stoves and grills, or any vent free product are affected. For a complete list of models, visit www.monessenhearth.com/recall.
Can I fix the problem myself?
No. Only qualified installers/dealers can safely replace the component. To ensure proper installation, MHSC is shipping replacement control boards only to qualified installers or dealers. We will work with you and our network of dealers throughout North America to ensure your unit is fixed in a timely manner.
Consumer Contact: For assistance locating your rating plate or command center or arranging for a free repair, consumers should contact Monessen Hearth Systems Co. at 877-406-9180 between 8:00 A.M. and 5:00 P.M. EST, Monday through Friday. You may also contact your local dealer for assistance. Dealers can be found using the “where to buy” link on www.monessenhearth.com, www.majesticproducts.com www.vermontcastings.com.
Monessen Hearth Systems Recall Hotline: (877) 406-9180
CPSC Recall Hotline: (800) 638-2772