Lenders are like customers and should be nurtured as well as paid back according to terms.  

All in all, it sounds like really bad customer service.

And they're going to believe you if your argument is based on common sense.Not saying you'll get your money back.

I see the argument of having a target on your back as you grow in assets, so to me I guess it would have to be a personal decision for that reason, not the slip and fall sue thing I've never seen happen but everyone's afraid of.  

I am currently in customer service. 

There are a lot of other threads on this topic...Generally speaking, the consensus is that you should get a very detailed scope of work for what the buyers want (and what you'll customize), collect a very large non-refundable deposit upfront to cover the cost of having to redo all their customizations should they back out (and also being compensated for the lost time), and then be prepared to have the buyer micro-manage you throughout the process and mess up your schedule with change-orders and last-minute issues.Personally, I think that unless you have a lot of experience in this business, trying to customize a house for an end-buyer is going to pose more headaches, risks and wasted time than it's worth. 

Just ask for their customer service department.  

@Russell Brazil there is so much that you just wrote that I disagree with, that we'll have to just agree to disagree because as a customer I am looking to a realtor for their best judgement based on their experience to assist me with the best possible purchase taking in all the relevant considerations tied to the ever popular location, location, location mantra and financial criteria important to the client.  

They always have an argument..she has to wash clothes, they want money of their rent (we did give them $50 once because they refused a Saturday morning showing and we really needed the client to see it), and yesterday she sent me a text refusing showings for the next three days because they are going to finish moving.

I am collecting the keys next weekend from them and I know they are going to be argumentative when I bring these issues up.