Press Releases
February 22, 2021

An important message for those affected by recent unprecedented storms

To Our Valued Navien Customers:

Our hearts go out to those affected by February’s unprecedented storms.  We at Navien are here for you and our dedicated teams have been assisting as many customers as possible to help restore hot water and heating service to their homes and businesses.  Due to extended exposure to freezing temperatures, damage to your water heater or boiler may have occurred causing water leaks.  If leaks are observed from your appliance, please immediately turn off water and gas to the appliance, turn off (but do not unplug) the appliance, take precautions to drain or collect remaining water in the appliance and contact a licensed professional to evaluate the extent of the damage and determine an appropriate remedy.  We also encourage customers to contact their insurance provider to determine coverage options should damages surpass available repair options.

For our Texas customers awaiting repair parts, please know that demand has exceeded supply and many parts are now on backorder.  We are working closely with our supply partners to quickly increase the amount of available parts and as soon as we can ship your order, we will.  We are also shipping commonly needed parts directly to our Texas distributors. If you are able to obtain a part locally, please contact us to cancel your order so we can expedite shipments to your fellow Texans in need. To cancel an order, please email order cancellations along with your serial number or RGA number to: claims@navien.com.

If you need assistance in locating a local professional, please visit the “Installer/Service Locator” feature on our website to search for the nearest Navien Service Specialist.

Thank you.