Stick with them. They will work with you. I've asked for extensions, help with contacting the targets. Just remember to keep them informed via the little envelope next to the shop ID you've accepted. They want to know that you're working on the shop. I forgot to do that once only because in my head, I knew when I was going to actually perform the shop, but they didn't, and they cancelled the shop for me. I contacted them to let them know what happened and what I was planning to do, and they gave me the shop back and told me to remember to keep them informed.
With your first shop, the leasing agent didn't do her/his job, that's what EPMS's client wants to know. You're not supposed to ask a lot of questions. Simply include in your report that the agent 'did this' or 'didn't do that'. EPMS may contact you to ask for further information, and you can provide it there. Since you asked a lot of the questions of the leasing agent, that may be the reason the shop is in pending now. They're trying to figure out what to do. You can ask a few questions, but certainly not a lot.
I've been with them for about 2 years now, and although the reports are typically long, I like the pay. If I do 6 shops with them per month, that's $240 easy money. Just don't schedule more than two a day, unless you like sitting and typing for hours at a time. The most I ever did for them in one day was 3. I vowed never to do that again! If you get your shop reports 100% done and submitted by the 7th of the month, you get paid on the 22nd. They're very consistent with their pay schedule.
Remember, even though you may have been mystery shopping for a while (I've been doing it now for almost 10 years) each company is different. I know how to shop Ellis' apartments, but another company's apartment shop requirements can be totally different. Always make sure you read the job description and adhere to it. If you have a question about something that doesn't make sense to you, ask the scheduler. Good Luck!!