Frequently Asked Questions

• Gexa Truly Flat Bills℠ Plan presents bill predictability, budget control, and you pay the same flat amount each month regardless of your usage during the contract term
• No high bill surprises
• Price protection for 12 months
• Up to 2 FREE Sensi Touch smart thermostats – retail value of $169 each
• 100% Green energy 
• FREE Professional thermostat installation by our certified installers - $150 value each

• A residential service address located in Oncor, Centerpoint, AEP Central, or Texas New Mexico Power (TNMP) territories
• Live in a single family home and NOT in an apartment
• Active Wi-Fi network established at residence
• Central HVAC at service address
• Smart mobile phone (Android or Apple device)

At this time only customers who live in a single family home (SFH) can be on this plan.

To obtain up to 2 FREE Sensi Touch (retail value of $169) with your electricity plan, you will need to sign up for the  Gexa Truly Flat Bills℠ Plan.

The Flat bill amount is determined using historical and/or public data for your service address and is not transferable to a different address.

Due to the Flat Bill plan being customized based on your service address, you will not be able to transfer the same plan you enrolled on to a new service address when moving.

Unfortunately, you are not eligible for the  Gexa Truly Flat Bills℠ Plan at his time. Please refer to our website to view other electricity plans for your service address.

There is an early termination fee of $150 for the  Gexa Truly Flat Bills℠ Plan.

• The Sensi Touch is an ENERGY STAR® certified smart Wi-Fi thermostat with an easy-to-use touchscreen display
• The Sensi Touch features an iOS and Android mobile app that allows you to control the temperature of your home anywhere and at anytime
• The Sensi Touch smart thermostat also works with Amazon Alexa and Google Assistant
• The Sensi Touch is named the ‘Best Overall’ smart thermostats of 2020 by USA Today’s Reviewed.com

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. 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.

• Up to 2 FREE Sensi Touch smart thermostat - retail value of $169 each
• Free Professional thermostat installation- value of $150 each
• ENERGY STAR® certified smart thermostat
• The Sensi Touch smart thermostat can be controlled from anywhere using the Sensi Touch app on your Android and iOS devices
• The Sensi Touch smart thermostat works with Amazon Alexa and Google Assistant 

• The majority of household HVAC systems are compatible with the Sensi Touch smart thermostat.
• Compatibility Checker: https://manager.sensicomfort.com/redirectpages/wirepicker/wire-picker.html

• 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)

The Sensi Touch thermostat(s) is available with the  Gexa Truly Flat Bills℠ Plan. 

Your new Sensi Touch smart thermostat(s) includes a free $150 value professional installation by our certified installation provider. Within 2 weeks of starting your electric service the Gexa Truly Flat Bills℠ Plan, 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. 

Up to 2 FREE Sensi Touch smart thermostats are offered with the plan at no additional cost with free professional installation. Any additional smart thermostats will be at the Customer’s expense and can be purchased at any local Home Depot or at Amazon.com.

•  Gexa Truly Flat Bills℠ Plan will not have an impact on your ability to receive electricity from Gexa Energy.
• However, your electricity usage may be reduced when Gexa Energy, during high peak periods on the grid, remotely adjusts your temperature on your smart thermostat. At any time, you can always override the control by changing your temperature during these time periods by going directly to your thermostat or going into the Gexa Energy Optimizer or Sensi mobile apps.  The adjustment would be temporary and your thermostat’s settings will be returned to normal.

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

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

At this time the only smart thermostat that will work with the Gexa Truly Flat Bills plan is the Sensi Touch smart thermostat. 

If you already have an Sensi smart thermostat installed in your house then during your scheduled service appointment, one of our certified professional installers will assist you in pairing that smart thermostat to the Gexa Energy Optimizer and Sensi mobile apps. 

The Sensi Touch smart thermostat does have usage control, or “demand response,” where Gexa may remotely adjust your thermostat during peak demand periods on the grid, which can help reduce your electricity usage. You can always override the control by changing your temperature during these time periods by going directly to your thermostat or going into the Gexa Energy Optimizer or Sensi mobile apps.   The adjustment would be temporary and your thermostat’s settings will be returned to normal.

Once your contract ends on the Gexa Truly Flat Bills plan, the Sensi Touch smart thermostat(s) does not need to be returned to Gexa as it belongs to you.

•  If you decide to move during your Gexa Truly Flat Bills 12-month contract term and take the Sensi Touch smart thermostat(s) with you, you can install smart thermostat(s) at your new residence and pair your thermostat to the Sensi and Gexa Energy Optimizer mobile apps.  Unfortunately, free professional installation of your smart thermostat(s) will not be available at your second residence if you’ve already utilized the offer at your original residence.
• If you decide to leave your smart thermostat(s) behind at your previous residence, then we suggest that you remove the smart thermostat(s) from the Sensi app to unenroll it from the Gexa Truly Flat Bills plan.

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. 

• 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.

Before Technicians are allowed to return to the field, 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

Once a customer is enrolled on the Gexa Truly Flat Bills℠ Plan, free installation for the Sensi Touch smart thermostat(s) is provided once a service appointment is scheduled with the professional installation provider. 

• Within two weeks of starting your electric service the  Gexa Truly Flat Bills℠ Plan, the installation provider Gexa has partnered with will call to schedule a service appointment. This service appointment includes free delivery and installation at a value of $150 each. 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. 

You will not be charged for your installation appointment as it is a FREE professional installation on behalf of Gexa Energy.

Gexa Energy is taking care of the installation process by providing FREE professional installation with your Sensi Touch at a retail value of $150 each.

After starting electric service on the Gexa Truly Flat Bills℠ Plan, the installer will contact you within two weeks to schedule your free professional installation. You can also contact our installation to set up a service appointment at (832)-865-3967 Monday through Friday 9AM through 8PM CT. Allow up to 4-8 weeks for delivery and installation for your Sensi Touch Wi-Fi smart thermostats.

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.

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 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.

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. 

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.

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

You may remain on the  Gexa Truly Flat Bills℠ Plan 12-month plan you enrolled on, however you will not receive the Sensi Touch smart thermostat. Your Sensi Touch smart thermostat will remain with the installation provider until you schedule the free professional installation.