Frequently Asked Questions

Gexa Energy Optimizer Service takes the guesswork out of reducing your home energy use, saving more than just money.  We provide you with the latest energy-saving technology, pre-programmed and conveniently installed by professional technicians, all for a low monthly fee – with no upfront cost.  When combined with your Gexa 100% green electricity plan, this service delivers energy efficiency that could save you over $200 average a year on your heating and cooling costs.*

• Save up to 23% on HVAC energy costs**
• 1 or 2 Emerson Sensi^TM Touch Wi-Fi smart. thermostats and professional installation (up to $550 value) are included for a low monthly fee – no upfront cost.
• Energy-efficient schedule preloaded.
• Control your smart thermostats from anywhere at any time using the Gexa Energy mobile app.
• Save more than just money when Gexa Energy Optimizer is combined with a Gexa 100% green electricity plan.

The price for the one smart thermostat version of the service is $9.95 per month and for two thermostats it’s $19.90 per month.

The initial contract term is 24 months. After the initial 24-month contract term has ended, Gexa Energy Optimizer Service will automatically renew on a month-to-month basis. The monthly fee will be reduced after the initial 24-month contract term.

At this time only customers who live in a single-family home can be on this product.

An Energy Optimizer Cost Recovery Fee (EOCRF)  will be charged if you cancel Gexa Energy Optimizer Service before the end of the initial 24-month contract term equivalent to the remaining months that are left on the 24-month initial contract multiplied by the monthly fee, plus applicable taxes. 

If you would like to add an additional Emerson Sensi Touch smart thermostat to your Gexa electricity plan, you will need to sign up for an entirely new Energy Optimizer Service plan that will have a new beginning and ending contract date.

If your household has 3 smart thermostats and you would like to replace all three with our Emerson Sensi Touch smart thermostats, you can sign up for Gexa Energy Optimizer Service with 1 smart thermostat followed by signing up again for 2 smart thermostats (or vice versa).

The maximum number of Emerson Sensi Touch smart thermostats a customer can sign up for on Gexa Energy Optimizer Service is 3.

We do not have a version of Gexa Energy Optimizer Service that would allow this at this time.

• If you would like to cancel Gexa Energy Optimizer Service, please contact Customer Care at 866-961-9399.
• Please note that canceling before the initial 24-month contract term ends will incur Energy Optimizer Cost Recovery Fee (EOCRF) charges.

Gexa Energy Optimizer Service charge will be added to your monthly Gexa bill as a separate line item.

New Gexa Energy Customers: To enroll on Gexa Energy Optimizer Service, eligible new customers will need to sign up on a Gexa electricity plan along with signing up on Gexa Energy Optimizer Service. This can be done on gexaenergy.com or by calling Customer Care at 866-961-9399.

Existing Gexa Energy Customers: An eligible customer who already has an electricity plan with Gexa Energy can sign up on Gexa Energy Optimizer Service by speaking with a Customer Carell Agent at 866-961-9399.

At this time Gexa Energy Optimizer Service only works with the Emerson Sensi Touch smart thermostat.

Your Gexa Energy Optimizer Service will be cancelled and will be charged the EOCRF if you transfer service within the initial 24-month contract.  You will still be able to keep your Emerson Sensi Touch smart thermostats.

Your Gexa Energy Optimizer Service will continue. Gexa Energy Optimizer Service is separate from the Gexa Energy electricity plan.  Each has its own contract that is independent of the other.  If you’ve enrolled on both a Gexa Energy electricity plan and Gexa Energy Optimizer Service, and then decide to swap or renew to another Gexa Energy electricity plan, Gexa Energy Optimizer Service will continue.  You will continue to be billed the Gexa Energy Optimizer monthly fee on your monthly Gexa Energy electricity bill with your new Gexa Energy electricity plan.

Gexa Energy Optimizer Service is separate from the Gexa Energy electricity plan.  Each has its own contract that is independent of the other.  If you’ve enrolled on both a Gexa Energy electricity plan and Gexa Energy Optimizer Service, and then decide to cancel your Gexa Energy electricity plan and switch to another retail electricity provider, Gexa Energy Optimizer Service will continue and you will continue to receive a monthly invoice from Gexa Energy for the monthly fee.

After the initial 24-month contract term has ended, Gexa Energy Optimizer Service will automatically renew on a month-to-month basis. The monthly fee will be reduced after the initial 24-month contract term.

You will not be charged a Gexa Energy Optimizer Cost Recovery Fee (EOCRF) if you cancel the service after the initial 24-month contract term and have made all the monthly payments.

If you cancel Gexa Energy Optimizer Service, the Emerson Sensi Touch smart thermostats that were professionally installed are yours to keep, but the Energy Optimizer Cost Recover Fee (EOCRF) will apply if you have not made all the monthly payments. You do not need to return them to Gexa Energy.

Gexa Energy Optimizer Service comes with a variety of features that can help you save on your HVAC costs. First, it comes preloaded with an energy-efficient schedule that can help reduce your usage. The Emerson Sensi smart thermostat also comes with the ability to adjust your home temperature using flexible scheduling, remote access, and geofencing, all of which can help save up to 23% on HVAC energy usage.^**

To enroll on Gexa Energy Optimizer Service, new customers will need to sign up on a Gexa electricity plan.

A new Gexa Energy customer can sign up on Gexa Energy Optimizer Service along with enrolling on an electricity plan by enrolling online at gexaenergy.com or by speaking with Customer Care at 866-961-9399.

If you are a new customer, your Gexa Energy Optimizer Service starts when your Gexa electricity plan starts. 

If you currently have an active Gexa electricity plan and add on Gexa Energy Optimizer Service, your Gexa Energy Optimizer Service contract will begin at the start of the next billing cycle.

A customer can sign up on the Gexa Energy Optimizer Service by speaking with Customer Care at 866-961-9399.

• One of the largest thermostat makers in the US with 125 years in the HVAC business
•  1 in 5 homes in the US have an Emerson thermostat

The Emerson Sensi Touch is the highest-rated and easiest to use smart thermostat:

• Voted Readers’ Choice BEST SMART THERMOSTAT by PC Mag
• Ranked highest by JD Power for ease of use
• Named the ‘Best Overall’ smart thermostats of by USA Today’s Reviewed.com
• ENERGY STAR partner of the year – two years in a row.

The Emerson Sensi Touch is an ENERGY STAR® certified smart Wi-Fi thermostat with an easy-to-use touchscreen display.

The Emerson Sensi Touch allows you to control the temperature of your home anywhere and anytime on your smartphone with the Gexa Mobile App.

The Emerson Sensi Touch smart thermostat also works with Alexa and Google voice control.

The Emerson Sensi Touch thermostat is a smart device that allows you to personalize and set schedules to control the temperature of your home no matter where you may be with the Gexa Mobile App. The Emerson Sensi Touch smart thermostat also has voice control and can connect to other smart devices within your home like Amazon Alexa and Google Assistant.

• Professional thermostat installation is included as part of the Gexa Energy Optimizer Service (retail value of up to $150), removing the hassle of installing the thermostat yourself.
• Savings of up to 23% on HVAC energy costs**
• The Emerson Sensi Touch smart thermostat can be controlled from anywhere using the Gexa Mobile App on your Android and iOS devices.
• The Emerson Sensi Touch smart thermostat works with Alexa and Google Voice.

• The majority of household HVAC systems are compatible with the Emerson Sensi Touch smart thermostat.

• See if your system is compatible with the Compatibility Checker 

• Electric Furnace
• Heat pump
• Hydronic Zone Heat (2 wires)
• Standard Central Air Conditioning (Single and Two stage)
• Standard Heat and Cooling (Single and Two stage)
• Standard Heat Only (Single and Two stage)
• Dual-Fuel
• Hydronic Zone Heat (3 Wires)
• Damper Systems (Zone systems or multiple thermostats on the same HVAC system)

• Digital control (Carrier Infinity)
• Electric Baseboard Cooling/Heating with Individual Built-In Thermostat
• Millivolt Heat Only Systems (Floor or Wall Furnace)

Your new Emerson Sensi Touch smart thermostat(s) includes professional installation by our certified installation provider which is included in your monthly fee. Within 2 weeks of starting Gexa Energy Optimizer Service, the installation provider Gexa has partnered with will call to schedule a service appointment. Allow 4 to 8 weeks for delivery and installation of your Emerson Sensi Touch Wi-Fi smart thermostats. Your contact information (name and phone number) will be provided to the installer and you will also receive the professional installation provider’s contact information, 832-865-3967, to begin scheduling your service appointment. 

• Gexa Energy Optimizer Service can help reduce your HVAC usage, but it does not impact your ability to receive electricity service from Gexa Energy.  If you have both an electricity plan with Gexa Energy and Gexa Energy Optimizer Service, canceling Gexa Energy Optimizer Service will not affect your Gexa Energy electricity plan.
• Gexa Energy Optimizer Service comes with a variety of features that can help you save on your HVAC usage.  First, it comes preloaded with an energy-efficient schedule that can help reduce your usage.  The Emerson Sensi smart thermostat also comes with the ability to adjust your home temperature using flexible scheduling, remote access, and geofencing, all of which can help save up to 23% on HVAC energy cost.**

The Emerson Sensi Touch works with both the Google Assistant and Amazon Alexa.

The Gexa Energy and the Emerson mobile apps can help you control the temperature within your home anywhere and at any time on an iOS or Android smartphone.

Gexa Energy Optimizer Service does have usage control, or “demand response”. The Emerson Sensi Touch smart thermostat included with the service may be remotely adjusted temporarily by Gexa during peak electricity usage periods only to optimize your Gexa Energy usage.  The adjustment would be temporary and your thermostat’s settings will be returned to normal.  You may also override a remote adjustment using the Gexa app or at the thermostat.

Yes. Once your contract ends on Gexa Energy Optimizer Service, the Emerson Sensi Touch smart thermostat(s) does not need to be returned to Gexa as it belongs to you.

If you have enrolled on Gexa Energy Optimizer Service and decide to move during the initial 24-month contract term, your Gexa Energy Optimizer Service will be canceled and you will be charged the Energy Optimizer Cost Recovery Fee (EOCRF).  You do not have to return the Emerson Sensi Touch smart thermostat(s) that were installed.  You can uninstall the thermostats and take them with you to your new service address and re-install them yourself if you wish. 

If you decide to leave your smart thermostat(s) behind at your previous residence, then we suggest that you perform a factory reset on the thermostat and/or remove the smart thermostat(s) from the Emerson Sensi app.   

The warranty for the Emerson Sensi Touch Wi-Fi smart thermostat is 3 years. If your Emerson Sensi stops working or functioning for any reason within this 3-year period, we recommend you contact Emerson to resolve the issue. Additional manufacturer information, including thermostat warranty, is available at Emerson’s website.

• Before approaching the premise, technicians will be sure to wear gloves, a facemask, stay a minimum of 6ft away, and will not shake hands.
• The day before the installation, you will receive a phone call from your assigned technician or Threshold customer support staff.  They will introduce themselves, confirm the time/date, and confirm everyone in the residence is feeling healthy.
• If the Technician arrives and you and/or a family member is visibly symptomatic, the technician will leave the residence and reschedule the appointment to a later date.

Once installation and Post-test are done, the installer will wipe down all items and surfaces they touched with disinfectant wipes, including but not limited to; thermostat, air-handler, HVAC systems, vents, surfaces surrounding the wall.

Before Technicians are allowed to enter residences, they will attend a Health and Safety training on the new procedures of entering and exiting a customer’s residence.

All Technicians will be supplied with personal protective equipment and sanitization products. These products will include a facial mask, disposable gloves, safety gloves, disposable shoe and boot covers, hand sanitizer, disinfectant wipes, and smart device screen cleaner. 

Within two weeks of starting Gexa Energy Optimizer Service, the installation provider Gexa has partnered with will call to schedule a service appointment. This service appointment includes delivery and installation. Allow up to 4-8 weeks for delivery and installation for your Emerson Sensi Touch Wi-Fi smart thermostats.

Your contact information (name and phone number) will be provided to the installer and you will also receive the certified professional installation provider’s contact information, 832-865-3967, to begin scheduling the service appointment. Once an appointment is scheduled, the installer will deliver your Emerson Sensi Touch smart thermostat(s) and connect it to your HVAC system. 

You will not be charged for your installation appointment.

Gexa Energy is taking care of the installation process by providing professional installation with your Emerson Sensi Touch.

After starting Gexa Energy Optimizer Service, the installer will contact you within two weeks to schedule your professional installation. You can also contact our installation to set up a service appointment at 832-865-3967 Monday through Friday 9 AM through 8 PM CT. Allow up to 4-8 weeks for delivery and installation for your Emerson Sensi Touch Wi-Fi smart thermostats.

If you need to reschedule your installation appointment for your Emerson Sensi Touch, please contact our installation provider at 832-865-3967, 24 hours in advance before your allotted appointment time. 

The duration of the service appointment depends on multiple factors including accessibility and condition of your existing HVAC unit. The installation should last about an hour but the installation technician will provide a better estimation after inspecting your HVAC unit.

Yes, an adult from the household needs to present during the service appointment. 

We recommend that you install your Emerson Sensi Touch where your current thermostat is in your home (i.e. wall of the downstairs hallway or living room). The installation technician can provide more guidance on the best location to install the Emerson Sensi Touch thermostat(s).

If you choose to purchase an additional Emerson Sensi Touch smart thermostat at your expense because you have more than 2 thermostats in your residence, you will be responsible for installing the additional thermostat.

To obtain all the benefits of a smart thermostat, like the Emerson Sensi Touch Wi-Fi smart thermostat, it needs to be connected to a Wi-Fi network within your home. This will allow your smart thermostat to enable geofencing, voice control, remote access, local weather updates, etc. 

Our certified professional installers will help you connect your Emerson Sensi Touch smart thermostat(s) to your household Wi-Fi along with assisting you in downloading the Gexa Energy Optimizer and the Emerson Sensi mobile apps.

If you have questions or concerns before or after your installation appointment, please contact our installation provider via phone at 832-865-3967.

If you are experiencing problems with your Emerson Sensi Touch, please contact Emerson via phone at 888-605-7131.

You will be enrolled on Gexa Energy Optimizer Service, however, you will not receive the Emerson Sensi Touch smart thermostat. Your Emerson Sensi Touch smart thermostat will remain with the installation provider until you schedule your professional installation.