I would assume your Property Manager was trying to protect the property from any damage or lapse in utility services so I not think they were at fault here. 

I try to make it as easy as possible on them so that they will leave without a fight. 

I've tried the lower 6-7% PMs and usually you'll either pay mark ups on repairs (what you've noted) or pay extra fees (i.e. labor hours, extra calls) that you may or may not notice. 

Any advice for someone trying to buy their first duplex and house hack? 

These are good attorneys, one of them even spent over 45 minutes on the phone talking to me about options, as well as a personal discussion about fishing, so he clearly wasn't trying to dismiss me.If you have a case, you can file a complaint with the state commission.

Any thoughts/advice for small investors trying to get into larger properties?

Tenants don't like to be bugged so I always try to be as nice as I can when I help a client sell with a tenant. 

Considering your ADR is roughly $90-$130 USD - try PriceLabs.

3) Any advice for someone starting out, especially when trying to scale a mission-driven organization like this?

Can try to reposition to Class B, but neighborhood may impede these efforts.Vacancy Est: Historically 10%, but 15-20% should be used to also cover tenant nonpayment, eviction costs & damages.Tenant Pool: majority will have FICO scores of 560-620 (approaching 22% probability of default), many blemishes, but should have no evictions in last 2 years.