We have had one for the last 7 years while we have been out of state, but have noticed a change in their customer service.  

I can see both sides of the argument here .

Treat them like customers, not friends.

Highly rated meaning customer reviews, BBB, Yelp, and BP posts.

When contracting a seller is it better to use state specific purchase agreement or a custom one?

One of the worst parts of this business Is dealing with customers.

I came in with a new face and the ability to bring life back into a failing business through management changes, and physical labor of actually being the guy in the shop doing the work that was requested by the customers.

You are losing money every day this crap goes on.A customer must have: 1) A detailed proposal 2) A detailed contract 3) A detailed payment schedule outlined in the contract 4) A written estimated schedule like a Gannt Chart 5) Change Orders every time there is something wanted by you or done by him that is not in the previous documents 6) Proof of payment to subs before final payment 7) Lien Releases

Just turning on a faucet and saying "water pressure looks great to me" causes arguments and won't solve anything. 

If the property was in the vandalized condition at the start of the year, then you have a good argument.