The question is, what went wrong but it would be easier to say what went right. We got the keys. Before and after that has just been the most hideous experience. We LOVED this house and working with them has taken every drop of joy out of it. Keep everything documented as they are super shady. If you have a phone call, follow it up with an email and make sure they confirm it is correct. Even with this as back up they will still try to squirm out of what has been agreed. With a company that gets this many one star reviews across all platforms, it is like they are going out of their way to be cowboys with terrible customer service. It really takes some doing to be this bad. If you can't avoid them, then document, document and document so that you have everything you need if you need to instruct a lawyer.