You have provided no evidence that the customers didn't understand the contract or that it caused problems. Instead your source provided this quote from a customer.
"Garcia, who was working in her home office, had no idea that Texas was teetering on the edge of an energy crisis that evening or that Octopus Energy, her power company, was waging a battle in her living room to save the grid. But these small adjustments to her thermostat saved about 10 kilowatt-hours of electricity, which is enough to wash about 20 loads of laundry.
“I never really notice when they change the thermostat,” said Garcia, who signed up for the energy-saving program in exchange for a discount on her monthly power bill...
One way to address this is to give customers more control over how they participate. Octopus Energy, for instance, agrees not to let customers’ homes rise above a maximum temperature they choose, and it guarantees their cars will be fully charged by a time they pick. Customers can override the automatic shutdowns any time, but Octopus says fewer than five percent of them do."