Remember, they are large companies and typically bureaucratic, policy and procedure driven.

Standard real estate contractual procedure

I'm thinking management company has the process and procedure in place and can get me listed and rented faster than I could solo.

@Stan Hill  I know in Texas its standard procedure to put up 100.00 for a two week option then put up your larger EM if you want to go forward.. if you cancel you lose the 100.00..

They don't have access to the proper procedures and documents to place on closing documents.3.

Also don't want to leave them high and dry, but just am not sure about the standard operating procedure in this type of event.What role does the mortgage company play in all this?

I hope it is procedural...

The proper procedure would to be to go through the broker/agent.  

If your documentation was up to snuff and you followed the State procedure for deposits, it should have been a cake walk to defend. 

Find a management company that manages there own properties along side yours. they're going to naturally have a higher standard for systems and procedures then a manager that doesn't actually own any properties.