Dealing with difficult agents is, unfortunately, just part of the job. When I was a newbie agent I had the good fortune to have an outstanding office manager and mentor who advised and educated me on the CAR forms and on strategies. In regards to your case, consider just moving forward by searching for other homes that will work for your clients. Don't fail your clients by staying "stuck" on this transaction because of your desire to figure out what went wrong-just move on; find alternative listings for them to see. In the future, always search for and keep info on other possible properties. Even if your clients have made an offer or are in escrow, deals fall apart all the time. If that happens you can then be the professional who has options for your clients and can help them quickly find a home that may be even better than the one they lost.