FAQs - Frequently Asked Questions

Welcome to FAQs in CenterPoint Energy's Home Service Plus® (HSP) Learning Center. The links below provide answers to specific questions and you will also find other helpful tips related to the topic.

Central Air Conditioners

Can I add air conditioning if I have a boiler?
We now offer three systems to choose from for homes with no ductwork. The first system is a ductless, mini-split system that uses an outside condenser with an air handler set right into your wall. This system tends to cool portions of your home rather than the entire house. More than one air handler can be run from the condenser so you may want to have one in the living area and one in a bedroom. These ductless mini-split systems start around $3,500 for one condenser and one air handler installed. The second system is an attic air system where the condenser sits outside your house just like an air conditioning system, but the air handler is in the attic. We install ductwork to bring cooling to the areas of the home you desire, generally enough to cool the entire home. Installed pricing for this whole house cooling solution generally ranges from $8,000 to $15,000. The third system is the latest version of attic air and it’s the high velocity system. It’s similar to the conventional attic air system, but utilizes smaller round tubing rather than rigid ductwork so it can be installed with minimal construction and cosmetic disturbance. Customers concerned with cosmetic appearance of their systems are most pleased with this option. Customers also find this system delivers the highest degree of comfort, as room temperatures are more even with high velocity, and they are extremely quiet. Prices on high velocity air conditioning generally range from $12,000 to $20,000. A qualified salesperson from HSP can visit your home at no charge to design a system that is right for you particular budget and cooling needs.		Close (X)
Can air conditioning be installed at any time of year?
Air conditioners can be installed during spring, summer and fall. In colder weather, we can install the condenser before there is snow and wait until spring to finish installation.
Do I have to worry about the refrigerant in an air conditioner I buy?
Most older air conditioners use a refrigerant called Freon, or R-22, that has been found to be harmful to the environment. Freon is scheduled to be phased out of new units by the Environmental Protection Agency in 2010. During the phase-out period, production of Freon and equipment using it will be reduced and eventually eliminated. As a result, the price of refrigerant needed to service an older air conditioner will increase. In 2010 manufactures will no longer be able to produce equipment that uses R-22. We sell air conditioners from Carrier and Ruud that use a refrigerant called R-410A, which has been identified by the EPA as an environmentally friendly replacement for Freon and R-22. Carrier refers to those models using R-410 refrigerant as PuronTM, while Ruud refers to these models as Prozone®.
How can I improve efficiency and save money?
ENERGY STAR qualified central air conditioners have a higher seasonal efficiency rating (SEER) than standard models, which makes them about 14% more efficient than standard models. Though these products can be more expensive to purchase up front, the cost difference will be paid back over time through lower energy bills. You can also get better performance out of your cooling equipment by sealing your home and making sure your ducts don't leak.
Other way to improve efficiency of your air conditioner. Have you…
Changed your air filter in the last 3 months? Removed leaves, dirt, and other debris from around the outdoor components of your system? Installed a programmable thermostat and programmed it properly? Had your heating and cooling annual maintenance performed and inspected by a professional in the last year?

Gas-Fired Boilers

What is the life expectancy of my new equipment?
The average life expectancy of new boiler equipment is 17 to 24 years - Consider regular tune-ups to maintain your heating and cooling system performance.	Close (X)
What air conditioning options are available for a home heated by a boiler with no ductwork?
We now offer three systems to choose from for homes with no ductwork. The first system is a ductless, mini-split system that uses an outside condenser with an air handler set right into your wall. This system tends to cool portions of your home rather than the entire house. More than one air handler can be run from the condenser so you may want to have one in the living area and one in a bedroom. These ductless mini-split systems start around $3,500 for one condenser and one air handler installed. The second system is an attic air system where the condenser sits outside your house just like any air conditioning system, but the air handler is in the attic. We install ductwork to bring cooling to the areas of the home you desire, generally enough to cool the entire home. Installed pricing for this whole house cooling solution generally ranges from $8,000 to $15,000. The third system is the latest version of attic air and it’s the high velocity system. It’s similar to the conventional attic air system, but utilizes smaller round tubing rather than rigid ductwork so it can be installed with minimal construction and cosmetic disturbance. Customers concerned with cosmetic appearance of their systems are most pleased with this option. Customers also find this system delivers the highest degree of comfort, as room temperatures are more even with high velocity, and they are extremely quiet. Prices on high velocity air conditioning generally range from $12,000 to $20,000. A qualified salesperson from HSP can visit your home at no charge to design a system that is right for you particular budget and cooling needs.
How much will my new equipment cost?
A boiler can cost $5,000 or more. (If the job requires asbestos removal, we will provide a list of asbestos abatement specialists you can contract with to handle that part of the job.)
How long will it take to install?
A furnace or boiler can usually be installed within two weeks. However, if it is an emergency, we can usually install it within 48 hours.
Information We'll Need From You
What kind of heating or cooling system do you have now? (Examples: Forced air furnace, boiler, gravity furnace, central air conditioner.) How old is your current equipment? How long do you plan to stay in your home?

Gas Fireplaces & Inserts

Can I convert my wood-burning fireplace to natural gas or propane? Because of their efficiency and convenience, a gas fireplace insert is a very popular choice. Conversions of wood to gas are possible in most cases, but each situation is unique. We will send a sales representative to your home to determine whether a conversion is possible for you.	Close (X)
Why should I convert to a gas fireplace instead of using a wood-burning fireplace?
With a gas fireplace, all you do is flip a switch and you’re warm. There’s no hauling or chopping wood, no constant fire tending, no waiting for embers to die down, no ashes or messy clean up. Additionally, there are environmental benefits to natural gas. Because it’s in its natural form, natural gas doesn’t require expensive, pollution-causing processing and doesn’t transfer emissions. That’s why it’s called the “most environmentally clean of all fossil fuels.
Will my fireplace operate if the electricity goes out?
Yes, our fireplace inserts have standing pilot lights. These are millivolt systems that don’t require electricity to function. You can use your gas fireplace as an auxiliary heating source during power outages.
How much heat does a gas fireplace provide?
Gas fireplaces give off heat, but the amount is dependent on the type of glass used and the BTU of the fireplace. A fireplace with a 21,000 BTU input, at about 70% efficiency, can heat up to 1,000 square feet in the average home.
How much does it cost to operate a gas fireplace?
This depends primarily on the amount of time you use your fireplace. The average cost of a therm (100,000 BTU) of gas in the Twin Cities has been about 50 cents. Therefore, the cost to operate a 25,000 BTU fireplace for one hour would be approximately 12 cents.
How efficient are gas fireplaces?
Most gas fireplaces burn with a thermal efficiency of 70% or higher. Efficiency will vary depending on venting applications.
What brands do you sell?
We sell and install Kozy Heat gas fireplaces and gas fireplace inserts. Kozy Heat products are manufactured in Minnesota and renowned for their durable, high quality and beautifully detailed gas fireplaces and inserts.
Do I have to be a CenterPoint Energy gas customer to purchase a gas fireplace insert from you?
No. Anyone within the Twin Cities and select areas of greater Minnesota can purchase one of our gas fireplace inserts. Click here to determine HSP services offered in your area.
Do I have to pay to have someone come to my house for a consultation?
No. We’ll send a sales representative to your home free of charge. They will help you determine the best gas fireplace or insert to suit your comfort needs and your décor.
How long after I buy my fireplace insert will you be able to install it?
During off-peak months, installation will typically begin within 5 to 10 days from the time of purchase. During peak months, it may take us 2 to 3 weeks. If your purchase includes custom products, the order may take longer.
How long will it take to install my fireplace insert?
Each installation is unique and varies depending upon the amount of finishing work, time of year, and code requirements. Installation requires a minimum of two days because most communities require a 24-hour pressure test on the gas line. This test is done to ensure there are no leaks in the gas line.
How many visits to my home will it take before the fireplace can be installed?
This will vary depending on how much finishing work we provide for the installation. A sales representative will come to your home free of charge to help you determine the product to suit your comfort needs and your décor. Installation of your equipment requires a minimum of two days because most communities require a 24-hour pressure test on the gas line. Additional days may be needed depending upon whether any specialists will be involved in your insert installation.
Can I purchase a gas fireplace or insert and install it myself?
Manufacturers recommend that gas hearth products be installed by qualified technicians for safety reasons and to avoid unnecessary service calls due to products not being installed to manufacturer’s specifications. All of our products must be installed by one of our qualified authorized installers.
Will the glass on my fireplace be hot?
Yes. Caution should be taken with children and pets.
How do I maintain my gas fireplace or insert?
Most manufacturers recommend annual maintenance by a qualified technician. HSP offers a Fireplace Tune Up Service, click here for details. Additionally, you should clean the glass after the break-in period and once a year after that, depending upon how often you use the fireplace.
How much does a gas fireplace or insert cost?
Prices vary by product, brand, installation requirements and the finishing options you choose. Most installations cost between $3,000 - $5,000. A free in-home consultation is the best way to get an estimate.
What are my payment options?
We have several types of convenient options available. We accept most major credit cards. We also many financing options. You don’t have to be a CenterPoint Energy gas customer or Repair Plan customer to buy, but if you are a customer, your payments can be conveniently added onto your existing CenterPoint Energy bill.
What if I’m not happy with my insert?
We offer a 30 day satisfaction guarantee. Within 30 days after installation, if you are not completely satisfied with your gas fireplace or insert, we will attempt to remedy any issues to meet manufacturer’s specifications. If you’re still not satisfied, we will remove the fireplace equipment and refund your purchase price. Additional product warranties depend upon the manufacturer and model. Please see specific manufacturer sections for more detailed information.

Natural Gas Water Heaters

Gas water heater options
Whether you are replacing an existing water heater or remodeling, there is a natural gas water heater to meet your needs. Listed below are the main types of natural gas water heaters, starting with the most basic unit.	Close (X)
Atmospheric-vent Natural Gas Water Heaters
These are the standard gas water heaters that have been serving millions of homeowners for years. They use room air for combustion and exhaust. The exhaust chimney is installed to a draft hood that sits slightly above the tank. These water heaters use 'gravity' (rising warm air) to exhaust combustion by-products and are vented through the roof. Often the exhaust vent is connected to the furnace vent and they share the same chimney.Benefits: The benefits of this water heating include a compact unit design, quick recovery, an excellent safety record, low operating costs, high efficiency, and environmental friendliness.
Power-vent Natural Gas Water Heaters
These water heaters are the same as the atmospheric models, but with a reengineered exhaust system. The exhaust vent is made from PVC plastic rather than metal, has a blower installed to assist the expulsion of combustion by-products, and can be vented through either the roof or a sidewall.Benefits: This unit offers all the benefits of natural gas, plus flexible installation. It requires no chimney, chase or flue. Because of the power-assisted exhaust, it can be placed up to 40' from where it is vented through a sidewall, making it easy to fit in even the most cramped equipment rooms.
Direct-vent Natural Gas Water Heater
Direct-vent units use no room air at all. Instead, the heater uses a 'gravity' system to pull in outside air for combustion and to exhaust combustion by-products. These units can be vented through a sidewall.Benefits: Direct-vent water heaters are particularly good for tight construction because they use outside air versus room air for both combustion and exhaust, so they operate independently of other exhaust systems in the house.
Powered direct-vent Natural Gas Water Heater
A hybrid, this model combines the features of power- and direct-vent models. Only outside air for both combustion and exhaust is used, with a blower built into the exhaust flue. Because of the power-assisted exhaust, the unit can be placed up to 40 feet from a sidewall. It uses PVC plastic pipe as a venting material.Benefits: This unit is perfect for air-tight construction and offers flexible installation.
Condensing Natural Gas Water Heater
Condensing water heaters are a great choice for larger, high water use homes. They are power assisted and are a good choice for tightly constructed homes or when the customer has a high efficiency furnace. They heat up to 129 gallons per hour (GPH) at 90 degress, compared to 41 GPH for standard water heaters. They are a good alternative to tankless water heaters providing a high capacity of hot water with less maintenance needed to sustain design efficiency and capacity.Benefits: These units can achieve 96% thermal efficiency and have quick recovery times. They have much higher capacity than most other water heaters.

Buying and Installation

Does Home Service Plus (HSP) have its own installers?	Close (X)
Yes, we have a dedicated team of internal installers. HSP also partners with many qualified local installers.
Do I need to get a permit for equipment installation?
No. HSP will handle all of the permits that your installation requires.
Will HSP fill out my rebate forms?
Yes. We will handle the filing of all manufacturer and utility rebates for you.
What are my financing options?
Qualified customers can finance through HSP with no finance charges for one, three, or 12 months. We also offer longer term financing at a very competitive rate for 60 months. For more information regarding financing options, click here.
What equipment is sold by HSP?
Furnaces, boilers, central air conditioners, ductless air conditioning systems, gas fireplaces, gas fireplace inserts, water heaters, heat recovery ventilators (HRV), air cleaners, humidifiers, UV light systems and CO alarms.
Can I add air conditioning if I have a boiler?
Our sales representative will work with you to design a system that can be added to your existing structure. Our ability to design this system depends on your home's design, including number of floors, size of rooms and availability of unfinished space, such as attic or basement, where ductwork can run.
What central air conditioning options are available for a home heated by a boiler with no ductwork?
We now offer three systems to choose from for homes with no ductwork. The first system is a ductless, mini-split system that uses an outside condenser with an air handler set right into your wall. This system tends to cool portions of your home rather than the entire house. More than one air handler can be run from the condenser so you may want to have one in the living area and one in a bedroom. These ductless mini-split systems start around $3,500 for one condenser and one air handler installed. The second system is an attic air system where the condenser sits outside your house just like any air conditioning system, but the air handler is in the attic. We install ductwork to bring cooling to the areas of the home you desire, generally enough to cool the entire home. Installed pricing for this whole house cooling solution generally ranges from $8,000 to $15,000. The third system is the latest version of attic air and it’s the high velocity system. It’s similar to the conventional attic air system, but utilizes smaller round tubing rather than rigid ductwork so it can be installed with minimal construction and cosmetic disturbance. Customers concerned with cosmetic appearance of their systems are most pleased with this option. Customers also find this system delivers the highest degree of comfort, as room temperatures are more even with high velocity, and they are extremely quiet. Prices on high velocity air conditioning generally range from $12,000 to $20,000. A qualified salesperson from HSP can visit your home at no charge to design a system that is right for you particular budget and cooling needs.
How much will my new equipment cost?
A boiler can cost $5,000 or more. (If the job requires asbestos removal, we will provide a list of asbestos abatement specialists you can contract with to handle that part of the job.) An air conditioner usually costs $2,800 or more including installation and all permit fees. Our experts will work with you to determine the right product and payment option to fit your budget.
What is the life expectancy of my new equipment?
Furnace: 15 to 20 years Boiler: 13 to 21 years Central air conditioner: 10 to 15 years* *NAHB Study 2002-2007
How long after my purchase will it take to install?
>A furnace or boiler can usually be installed within two weeks. However, if it is an emergency, we can usually install it within 48 hours. An air conditioner can be installed within two weeks in spring, summer and fall. In colder weather, we can install the condenser before there is snow and test it in spring. Once we have snowfall, you can buy your air conditioner, but we will have to wait until spring to install it.
Can air conditioning be installed at any time of year?
Air conditioners can be installed during spring, summer and fall. In colder weather, we can install the condenser before there is snow and wait until spring to finish installation.
Do I have to worry about the refrigerant in an air conditioner I buy?
Yes. Most older air conditioners use a refrigerant called Freon, or R-22, that has been found to be harmful to the environment. Freon is scheduled to be phased of new units by the Environmental Protection Agency in 2010. During the phase-out period, production of Freon and equipment using it will be reduced and eventually eliminated. As a result, the price of refrigerant needed to service an older air conditioner will increase. We sell air conditioners from Carrier and Ruud that use a refrigerant called R-410A, which has been identified by the EPA as an environmentally friendly replacement for Freon and R-22. Carrier refers to those models using R-410 refrigerant as PuronTM, while Ruud refers to these models as Prozone®.
Does HSP sell grills?
No.
Does HSP install equipment purchased from another vendor?
For heating and cooling, hearth products, water heaters, IAQ products the answer is no. For gas ranges, gas dryers, and gas grills, the answer is yes…installation available on time-and-material basis through service department.
Does HSP sell tankless or on-demand water heaters?
No, but an alternative would be the Polaris high-efficiency water heater now offered by HSP. This new water heater is 96% efficient.
Can I be pre-qualified for a purchase?
Call the Telephone Sales Center at 612-342-4610 or 1-877-HSP-1664. Tell the representative what equipment you are interested in purchasing and advise that you would like to be pre-qualified for financing. Provide the required information: social security number, place of employment and length of employment, length of time you’ve owned your home. The information will be given to our Credit Department and a confidential analysis will be completed. Response will be received within 24 hours
Can I buy HSP equipment online?
Water heaters, air cleaners, and humidifiers can be ordered by telephone through the Telephone Sales Center at 612-342-4610. All other equipment requires a free in-home consultation to determine size of equipment and installation requirements.
How quickly can HSP install my new water heater?
Your water heater can be installed within 24 hours Monday - Friday in the Metro area. Weekends and holidays are excluded. Ask for details.
Do we perform warranty work for other companies?
No. Check our Buyer's Guide to help determine your product needs, and find out how our HSP experts help you make the right choice by checking our Sales Process. You don't need to be a CenterPoint Energy gas customer to buy from us. To request a free in-home consultation call 612-342-4610 in the Minneapolis/St. Paul, MN metro area or toll free 1-877-HSP-1664. Or simply complete and submit our online request form and an HSP representative will contact you. Schedule service today

Heat Recovery Ventilators (HRV)

What purpose do heat recovery ventilators serve?	Close (X)
They provide an energy efficient way to bring in fresh filtered air while removing stale air. A heat recovery ventilator (HRV) brings in fresh air from the outside, preheats the incoming air during the winter and precools the incoming air during the summer. It can provide clean fresh air every day, while helping to keep energy costs low. The American Lung Association recommends HRVs and sealing of air leaks to protect your health while conserving energy.
Why is an HRV useful?
Tight buildings reduce energy costs by keeping in the heated or air conditioned air. But tight buildings without adequate ventilation trap humidity and pollutants so they feel "stuffy," aggravate allergies and cause general discomfort for you and your family. Moisture damage to windows and other parts of the building shell can result when humidity is too high.
Why not just open a window? Isn't the old-fashioned way the best?
An open window doesn't filter the incoming air or accurately control ventilation rates. An HRV is designed to be energy efficient and exchange the air to: Bring in fresh air you want at a rate you choose. Clean the incoming air. Exhaust stale air, pollutants, and moisture. Recover up to 85 percent of the heating or cooling energy. An open window can't do all these things for you.
I already have an energy efficient heating and air conditioning system. Isn't that enough?
Maybe, but do you ever notice a build-up of moisture on your windows and window sills? If you do, an HRV is recommended to exhaust excessively humid air. In today's tightly built homes moisture can build up. An average person puts about six pounds of water into their home each day while breathing, cooking and cleaning. Excessive moisture build-up on windows and sills shows that your current system isn't working well enough. Do you want to provide just the right amount of ventilation you need for comfort and safety while avoiding expensive and uncomfortably excessive ventilation? You can achieve these goals by following two steps recommended by The American Lung Association recommendations: Use a heat recovery ventilator to provide all the fresh clean air you need, while removing stale and polluted air from indoors. Seal air leaks in the building shell to block entry of dust, insects and cold drafts.
Is moisture a problem?
It can be a problem both for you and for your home. Excess moisture can contribute to health problems associated with mold allergies, and microorganisms. Excess moisture can seep into the walls and woodwork, causing dry rot and other structural problems. Other bad effects of excess humidity include peeling wallpaper, discoloration of paint, musty odors and condensation in walls and on windows. This can result in structural damage.