Custom Elevator Recalls Residential Elevators Due to Child Entrapment Hazard; Risk of Serious Injury or Death to Young Children; One Death Reported

What was recalled

If you have a residential elevator in your home, it is important to take a moment to check whether your specific unit falls under the recent safety recall issued by the U.S. Consumer Product Safety Commission (CPSC). This notice concerns select models of residential elevators manufactured by Custom Elevator. These are not commercial or industrial lifts found in office buildings; they are private elevator systems installed within consumers' homes to assist with moving between floors. The brand name "Custom Elevator" should be clearly visible on the unit’s controllers and on the hydraulic power unit, serving as the primary identifier for this recall.

The scope of this recall covers two distinct types of drive mechanisms used in these home elevators: those with hydraulic drives (identified as HYD) and those with winding drum drives (identified as WD). If you are unsure which type you have, looking at the equipment labels mentioned above will help clarify. The CPSC has not provided a specific count of how many units are affected by this recall in the official facts, nor did they list exact model numbers that are included or excluded from the list. This means that if you own a Custom Elevator residential unit with either of these drive types, you should treat it as potentially subject to the recall until you verify its status through the official channels.

These elevators were sold for use in private residences across the United States. While the specific dates of sale are not detailed in the current recall announcement, the recall itself was officially announced on September 29, 2022. This timing is significant because it reflects the period during which consumers have been actively notified and provided with remedies. The products involved are permanent fixtures in homes, meaning they are not items you can simply return to a store shelf; they require specialized attention from the manufacturer to address the safety concerns.

Understanding what was recalled is the first step toward securing your home. Because these elevators are integrated into the structure of a house, identifying them requires more than just looking at a receipt. You must physically inspect the elevator system in your home. The key identifiers are the brand name and the type of drive system. If you have a Custom Elevator unit with either hydraulic or winding drum drives, you are part of this recall group. It is crucial to act on this information promptly, not out of panic, but out of a clear understanding that the manufacturer has identified a specific design flaw that requires correction through their official remedy program.

The hazard, explained

To understand why this recall is so critical, it helps to look closely at the physical design of residential elevators and how they interact with the spaces around them. In a typical home elevator system, there are two distinct layers of protection meant to keep people safe: the door on the elevator car itself (the interior gate) and the door on the landing outside where the floor meets the shaft (the exterior hoistway door). Under normal, safe conditions, these two barriers work in tandem. When the elevator is not at a specific floor, both doors should be closed and locked to prevent anyone from falling into the vertical shaft. However, the danger described in this recall arises from the gap that can exist between these two separate entry points.

The core issue is what engineers and safety experts call a "hazardous gap." If the exterior landing door and the interior car door do not align perfectly or if there is insufficient space guard protection between them, a dangerous opening is created. This is not just a small crack; it can be wide enough for a small child to squeeze their body through but too narrow for them to turn around or pull themselves out. For an adult, this gap might be negligible or easily visible and avoidable. For a young child, however, curiosity often overrides caution. A toddler or preschooler might climb into the elevator car, close the interior gate behind them, and then wander toward the landing door. If they lean against it or if the doors are slightly misaligned, they can slip through the gap between the two barriers.

Once a child is trapped in this narrow space between the exterior door frame and the interior elevator mechanism, the situation becomes immediately life-threatening. The trap is not static; it is dynamic. As soon as someone calls the elevator from another floor—or even if the elevator cycles automatically—the car begins to move rapidly toward its destination. If a child is stuck in that small void, the moving car can crush them against the stationary landing door or the guide rails. This creates a high risk of serious injury or death due to blunt force trauma, suffocation, or entrapment as the heavy machinery shifts. The tragedy reported in North Carolina in July 2021 underscores this reality: a seven-year-old child died after becoming entrapped in exactly this type of gap. It is a stark reminder that while the elevator itself may function correctly mechanically, the spatial relationship between its doors can create a lethal pocket for vulnerable users.

This hazard is particularly insidious because it often goes unnoticed during routine use. Adults are generally aware of the boundaries of the elevator car and will not step into the gap area. Children, however, lack the size awareness and risk assessment skills to recognize that the space between the doors is not a safe play area or a hiding spot. Without physical barriers known as "space guards" installed specifically to fill this void, the elevator remains a potential danger zone for households with young children. The recall addresses this specific mechanical vulnerability by providing free space guards designed to eliminate the gap entirely, ensuring that no matter how the doors align, there is no empty space for a child to enter.

Who is most at risk

The primary individuals at risk in this recall are young children, particularly those who are curious, active, and still developing an understanding of physical boundaries and danger. The specific hazard involves a dangerous gap between the exterior landing door and the interior elevator car gate. This space can be deceptively wide enough for a small child to slip through or become wedged in, leading to entrapment. Young children are uniquely vulnerable because their heads and torsos are proportionally smaller than those of adults, allowing them to fit into spaces that would stop an adult. Furthermore, their natural curiosity often drives them to explore enclosed spaces, climb on doors, or investigate mechanisms they do not understand.

The tragedy reported in July 2021, where a seven-year-old child died after becoming entrapped in one of these residential elevators, underscores the severity of this risk. This incident occurred in a vacation home in North Carolina, highlighting that the danger is not limited to primary residences but extends to any setting where these Custom Elevator units are installed. Vacation homes or secondary residences may present additional risks if supervision is less constant or if children are unfamiliar with the specific layout and safety features of the elevator.

While young children are the most immediate concern, anyone who might be left unsupervised near the elevator doors is at potential risk. This includes toddlers and preschoolers who lack the cognitive ability to recognize the danger of moving parts or gaps. The entrapment hazard becomes critical when the elevator is called to another floor, as the mechanism can activate unexpectedly, pulling the child into the hoistway or trapping them between the doors. The physical force involved in such an event can lead to serious injury or death, making it essential for parents and caregivers to be vigilant.

Elderly individuals or those with mobility issues who use these elevators for daily access to different floors of their homes should also remain aware of this issue. While they may not be at risk of entrapment in the same way as young children, understanding the condition of the doors and ensuring that any gaps are properly addressed is crucial for overall safety. The installation of space guards, which will be provided free of charge by Custom Elevator, aims to eliminate the hazardous gap entirely, thereby protecting all users regardless of age.

It is important to note that this risk is specific to select Custom Elevator residential elevators with either hydraulic drives (HYD) or winding drum drives (WD). The brand name should be visible on the controllers and hydraulic power unit. If you have one of these units, taking immediate steps to measure for space guards and contacting Custom Elevator for assistance is vital. By addressing this issue promptly, you can ensure that your home remains a safe environment for all occupants, especially those who are most vulnerable to such hazards.

How to tell if you have the recalled item

Identifying whether your specific residential elevator is part of this recall requires a careful inspection of your home’s equipment and a quick verification against the official records. Because Custom Elevator manufactures units with different mechanical systems, the first step is to determine which type of drive your elevator uses. Look closely at the controller panel and the hydraulic power unit; these components typically bear the "Custom Elevator" brand name. If you see this branding, you are looking at the right manufacturer, but you must confirm the model specifics. The recall applies to select residential elevators that utilize either hydraulic drives (often abbreviated as HYD) or winding drum drives (abbreviated as WD). It is crucial to check your documentation or the physical labels on these units to see which drive system is installed in your home.

If you are unsure about the model numbers, serial codes, or the specific installation date of your elevator, do not rely on guesswork. The most accurate way to confirm if your unit is affected is to visit the dedicated recall website at www.homeelevator-recall.com/customelevator or go directly to www.customelevatorinc.com and click on the "Important Recall Notice." These portals contain the definitive list of elevators subject to this action, including specific details on which models and serial numbers are included. This step is vital because the recall covers only select units, not every elevator made by Custom Elevator.

While you are verifying your unit’s status, take note that the company provides a toll-free line at 888-443-2800 for direct assistance. You can call this number from 8 a.m. to 5 p.m. ET, Monday through Friday, to speak with a representative who can help you identify your specific model and confirm its status in the recall. Alternatively, you may send an email to spaceguards@customelevatorinc.com with your elevator’s details for written confirmation. By taking these steps, you ensure that you are acting on accurate information rather than assuming your unit is safe or unsafe without proof.

What to do — step by step

Your refund, repair, or replacement options

If you own one of the recalled Custom Elevator residential elevators, it is important to understand that the primary remedy offered by the manufacturer is not a full refund or a replacement unit, but rather a targeted safety modification. The Consumer Product Safety Commission (CPSC) and Custom Elevator have determined that the core issue lies in the gap between the exterior landing door and the interior car door. To resolve this hazardous condition, the company is providing space guards free of charge to all affected consumers. This approach focuses on correcting the specific mechanical vulnerability rather than replacing the entire functional system, which is a common and practical remedy for defects that can be isolated to a single component or installation gap.

The process begins with you reaching out to Custom Elevator directly. You will need to contact them via their toll-free number at 888-443-2800, available from 8 a.m. to 5 p.m. ET, Monday through Friday. Alternatively, you can send an email to spaceguards@customelevatorinc.com or visit www.homeelevator-recall.com/customelevator for detailed instructions. During this initial contact, the company will provide you with specific instructions on how to measure your elevator to determine if a hazardous gap exists. This step is crucial because the remedy is contingent upon the physical dimensions of your specific installation. You are not expected to guess or assume the defect; instead, Custom Elevator guides you through a verification process to ensure the space guards will fit correctly and effectively seal the dangerous opening.

Once you have confirmed that your unit requires this modification, Custom Elevator will supply the necessary space guards at no cost. For those who may feel uncomfortable or unsure about performing the installation themselves, the company offers assistance with the installation process upon request. This support is a significant part of the remedy, as it ensures that the safety equipment is installed correctly and securely, which is vital for its effectiveness in preventing child entrapment. The goal here is to make the resolution as accessible and stress-free as possible for homeowners who rely on their elevators daily.

It is worth noting that while the recall addresses a serious risk, the remedy does not involve monetary compensation for the inconvenience or a buyback of the elevator unit. The focus remains strictly on safety correction through the provision and installation support of the space guards. If you have questions about whether your specific model number is included in this recall, the online resources mentioned above will help you verify eligibility before proceeding with the contact steps. By following these instructions, you are taking a direct and effective step to protect young children from the entrapment hazard associated with the gap between elevator doors.

What can happen if you ignore it

When a recall involves the potential for child entrapment, the stakes are not merely about property damage or inconvenience; they are about life and death. Ignoring this recall means leaving a hidden, lethal trap in your home that operates silently and without warning. The hazard described by the CPSC is specific and terrifying: young children can slip into the dangerous gap between the exterior landing door and the interior elevator car door. If you continue to use the recalled Custom Elevator residential elevators without installing the free space guards, you are allowing this gap to remain open and unmitigated. This is not a minor design flaw that might cause a mechanical jam or an error message; it is a structural vulnerability that can lead to immediate, irreversible tragedy.

The reality of this hazard is grounded in a confirmed fatality. In July 2021, a seven-year-old child died in North Carolina after becoming entrapped in a residential elevator. While the exact technical details of that specific incident are part of the official investigation, the outcome underscores the deadly seriousness of the gap between doors. When an elevator is called to another floor, the car moves rapidly. If a child is positioned in the hoistway gap at the moment the car arrives, or if they slip into the gap while the elevator is stationary but not properly secured, the consequences can be fatal. The space between the doors acts as a vacuum or a crushing point. Young children are particularly vulnerable because their small size allows them to fit into spaces that adults cannot see or reach. Their curiosity and lack of awareness of the danger mean they may wander toward the elevator door, believing it is safe, only to find themselves trapped in a confined space with moving parts.

If you ignore the recall, you are also ignoring the fact that the elevator’s safety mechanisms may not be sufficient to prevent this specific type of entrapment. The recalled units, whether they use hydraulic drives (HYD) or winding drum drives (WD), have been identified as having hazardous gaps that exceed safe standards. Without the space guards, which are designed to bridge this gap and block access, there is no physical barrier to stop a child from entering the dangerous zone. This means that every time the elevator is used, every time it moves between floors, and even when it sits idle in your home, the risk remains active. There is no "safe mode" or warning light that will alert you if a child has slipped into the gap. The danger is silent until it is too late.

Furthermore, continuing to use the recalled elevator exposes you to significant legal and emotional liability. If an incident occurs because you chose not to act on the recall notice, the implications are profound. Beyond the unimaginable grief of losing a child, you could face severe legal consequences for negligence. The manufacturer has provided a clear remedy: free space guards and installation assistance. By refusing or delaying this remedy, you are consciously choosing to maintain a known hazard in your home. The CPSC’s involvement signals that this is not a matter of preference but of public safety. Ignoring the recall does not make the danger go away; it only ensures that you remain responsible for any harm that comes from it. The cost of inaction is far greater than the effort required to install the space guards, which Custom Elevator has committed to providing at no charge. Do not wait for a scare or a near-miss to take action. The gap between the doors is real, and the risk to young children is real. Act now to secure your home and protect your family from this preventable hazard.

Staying safe: broader tips

While this specific recall addresses a critical gap in residential elevator safety, the underlying principle applies to many areas of home maintenance and childproofing. The tragedy involving a young child highlights how quickly ordinary household spaces can become dangerous if not properly monitored or modified. To maintain a safer home environment beyond just elevators, consider adopting a proactive approach to periodic safety audits. Just as you check smoke detector batteries every few months, establish a routine to inspect high-risk areas in your home for entrapment hazards, sharp edges, and unstable structures. This is particularly important if you have young children or elderly family members who may be more vulnerable to falls or getting caught in machinery.

For any home with automated doors, gates, or moving parts, installation of appropriate safety barriers is essential. In the context of elevators, space guards were the remedy; similarly, for garage doors, ensure that the auto-reverse sensors are clean and functioning correctly to prevent them from closing on a person or pet. For staircases, install sturdy gates at both the top and bottom if young children are present, and ensure that the balusters (the vertical bars) are spaced no more than four inches apart to prevent small heads or bodies from slipping through. Regularly test these devices by applying gentle pressure to verify they operate as intended.

Education plays a vital role in prevention. Teach older children about the dangers of playing near elevator doors, garage openers, or other industrial-style mechanisms within the home. Explain clearly that these are not toys and that the spaces between moving parts can be deadly. Supervision is equally important; never assume that a physical barrier alone provides absolute safety without adult oversight, especially for toddlers who may be curious and impulsive. Keep keys to elevator controls and garage door openers out of reach of young children to prevent unauthorized or accidental operation.

Finally, stay informed about product safety by registering your major appliances and fixtures with the manufacturers. This ensures you receive direct notifications if a recall is issued in the future. You can also sign up for alerts from the Consumer Product Safety Commission (CPSC) through their website or mobile app. By staying connected to these resources, you empower yourself to act quickly when new safety information becomes available, ensuring that your home remains a secure sanctuary for everyone who lives there.