Energy Optimizer Service: Frequently Asked Questions

The New Gexa Energy Optimizer Service FAQs

The new Gexa Energy Optimizer Service could save you over $200 average a year on your heating and cooling costs.* Add Energy Optimizer to your 100% green plan electricity plan today and save money on your bill—so you can spend more time and money on the things you love. 

What is Gexa Energy Optimizer Service?

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.*

What are the benefits of Gexa Energy Optimizer Service?

  • Save up to 23% on HVAC energy costs**
  • 1 or 2 SensiTM 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.

What is the price of Gexa Energy Optimizer Service?

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.

Does Gexa Energy Optimizer Service have a contract?

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.

Am I eligible to enroll on this plan if I live in an apartment?

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

Is there a fee for cancelling Gexa Energy Optimizer Service before the contract ends?

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. 

Can I add additional smart thermostats to my Gexa Energy Optimizer Service?

If you would like to add an additional 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.

What if my home has 3 thermostats?

If your household has 3 smart thermostats and you would like to replace all three with our 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).

What is the maximum number of thermostats?

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

I already have an Sensi Touch thermostat installed at my home, can I sign up for Gexa Energy Optimizer service?

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

 

How do I cancel Gexa Energy Optimizer Service?

  • 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.

How will I be billed for this product?

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

How can I enroll on Gexa Energy Optimizer Service?

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.

Will this service work with another smart thermostat brand?

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

What happens if I want to transfer my electricity service?

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 Sensi Touch smart thermostats.

What happens to Gexa Energy Optimizer Service if I swap or renew on another Gexa Energy electricity plan?

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.

What happens to Gexa Energy Optimizer Service if I cancel my 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.

 

What happens to my Gexa Energy Optimizer service after the initial 24-month term is over?

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.

Will I be charged a Gexa Energy Optimizer Cost Recovery Fee if I cancel the service 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.

What happens to my smart thermostats if I cancel Gexa Energy Optimizer Service?

If you cancel Gexa Energy Optimizer Service, the 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.

 

How does Gexa Energy Optimizer Service help me save up to 23% on HVAC energy costs?

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 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.**

New Customer FAQs

Do I need to sign up with a Gexa electricity plan to enroll on Gexa Energy Optimizer Service?

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

How do I sign up on Gexa Energy Optimizer Service?

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.

When does my Gexa Energy Optimizer Service contract start if I’m a new customer?

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

Existing Customers FAQs

When does my Gexa Energy Optimizer Service contract start if I’m a customer who already has a Gexa Energy electricity plan?

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.

How do I sign up on Gexa Energy Optimizer Service?

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

Thermostat FAQs

What is the Sensi Touch?

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

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

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

Is the Sensi Touch thermostat a smart device?

The 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 Sensi Touch smart thermostat also has voice control and can connect to other smart devices within your home like Amazon Alexa and Google Assistant.

Why should I install my Sensi Touch smart thermostat?

  • 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 Sensi Touch smart thermostat can be controlled from anywhere using the Gexa Mobile App on your Android and iOS devices.
  • The Sensi Touch smart thermostat works with Alexa and Google Voice.

How do I know if my HVAC system is compatible with the Copeland Sensi Touch smart thermostat?

  • The majority of household HVAC systems are compatible with the Sensi Touch smart thermostasts

What are the compatible HVAC systems?

  • 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)

What types of household HVAC systems are not compatible with the Sensi smart thermostat?

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

When will I receive my Copeland Sensi Touch smart thermostat?

Your new 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 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. 

Does this product have any impact on my electricity service?

  • 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 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.**

Does it work with Google Home? Does it work with Amazon Alexa?

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

Is there a mobile app to help control the temperature within my home?

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

Does Gexa Energy Optimizer Service include usage control or demand response?

Gexa Energy Optimizer Service does have usage control, or “demand response”. The 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.

Am I able to keep the Sensi Touch smart thermostat once my contract ends?

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

I have enrolled on Gexa Energy Optimizer Service and had the Sensi Touch Wi-Fi smart thermostat installed at my home. What happens if I move?

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 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 Sensi app.   

What is the warranty for my Sensi Touch Wi-Fi smart thermostat?

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

Installation FAQs

Installer protocols due to COVID could change depending on guidance from the CDC and state leaders.  Please feel free to verify current protocols with the installer when scheduling your installation.
 
 

What is the installer’s policy and protocol for entering a customer’s residence during Covid-19?

  • 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.

What is the installer’s policy and protocol for leaving a customer’s residence during Covid-19?

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.

What kind of training is required of the installers before entering a customer’s residence?

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.

Will each Technician be given a supply of personal protective equipment?

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. 

How do I receive my smart thermostat?

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 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 Sensi Touch smart thermostat(s) and connect it to your HVAC system. 

Will the installer give me a bill for the installation appointment?

You will not be charged for your installation appointment.

Can I install the thermostat myself?

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

How do I set up an appointment to install my Sensi Touch Wi-Fi Smart Thermostat?

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 Sensi Touch Wi-Fi smart thermostats.

What if I need to reschedule my service appointment?

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

How long will the service appointment take?

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.

Do I need to be at home during the service appointment?

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

Does it matter where I install my Sensi Touch Wi-Fi smart thermostat(s)?

We recommend that you install your 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 Sensi Touch thermostat(s).

If you choose to purchase an additional 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.

Do I need Wi-Fi?

To obtain all the benefits of a smart thermostat, like the 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. 

How do I connect my smart thermostat to Wi-Fi?

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

I have questions or concerns about my installation, who do I contact?

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

I am experiencing problems with my Sensi Touch Wi-Fi Smart Thermostat, who do I contact?

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

What happens if I do not set up an appointment to install my Sensi Touch Wi-Fi smart thermostat?

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

 

Customers with single family homes and central HVAC in participating service territories are eligible. Active Wi-Fi network and smart phone (Android or iOS) required.

Allow up to 4-8 weeks for delivery and installation of SensiTM Touch Wi-Fi smart thermostats.

Gexa is not affiliated with and makes no warranties with respect to Sensi. Copeland, Sensi and related marks and logos are trademarks of Copeland, Inc. Other product names are trademarks or property of their respective companies.

Energy Optimizer Cost Recovery Fee will be applied if customer cancels subscription service or if they are delinquent in payments. The Energy Optimizer Cost Recovery Fee is calculated as the number of months remaining in contract multiplied by the monthly fee.

Cancelling the subscription service will not impact customers’ Gexa Energy electricity plan; Gexa Energy electricity plan will not be disconnected for non-payment of Energy Optimizer subscription plan.

Enrollment in Energy Optimizer service will be contingent on successful enrollment in electricity plan for new customers. If customer switches away from their Gexa Energy Electricity plan to another REP, the Energy Optimizer subscription service will continue (customer will continue to receive monthly invoice from Gexa for only the Subscription service).

If customer swaps to another Gexa Energy plan, their Energy Optimizer service will continue, and the monthly service fee will continue to appear on their monthly bills.

If a customer moves to a new service address the Energy Optimizer service will be cancelled and the customer will be charged the Energy Optimizer Cost Recovery Fee.

*Potential savings are based Gexa’s estimates for single -family households in Gexa’s customer base with the following approximate characteristics:  home square footage of 2,180 or more, an average monthly usage of 1,400 kWh or more, and a monthly electricity bill of $240 or more. This calculation is only an estimate and the results presented may not reflect the actual savings. Energy savings are calculated by comparing operation time for a nationwide sample of Sensi users with temperature adjustments averaging 4° in comparison to users with no adjustments. Actual savings vary based on the size and frequency of temperature adjustment, as well as occupancy, climate, housing characteristics, heating and cooling equipment, condition of equipment, home insulation, energy provider, energy usage, and other factors.

**By adjusting the temperature using flexible scheduling, remote access, and geofencing, Sensi customers saved about 23% on HVAC energy usage.

† Your thermostat temperature may be remotely adjusted temporarily by Gexa during peak periods to optimize your energy usage and help reduce strain on the electricity grid. The adjustment would be temporary, and your thermostat’s settings will be returned to normal. At any time, you may override this adjustment using your app or thermostat.

Gexa Energy purchases renewable energy credits (RECs) from renewable generation resources throughout North America to match 100% of the energy sold under your electric plan.  The RECs Gexa purchases represent the renewable attributes of power generated from a variety of renewable energy sources, including, but not limited to, the sun, wind, geothermal, hydroelectric, wave or tidal energy, and biomass or biomass-based waste products, including landfill gas.