Their new online system is really confusing, and I have had to call customer support for help each time I needed to wire/ACH funds because I could never figure it out on my own (and their customer service chat box isn't set up yet). 

I've joined facebook groups and looking around online for a mentor in the city or near the city I plan to invest in, I've connected with someone and plan to speak to them monday but nothing is promised but I'll look into them again.

no argument from me.. but I think they do that to legitimize the company/loan product.

As long as the custodian company is responsive I wouldn't worry too much.Do your due diligence and make sure the custodian company is legitimate.

I don't care what anyone online says if you live there and have tenants at your home it will be a job. 

When I did an online search for commercial multifamily lenders, most have a minimum lending requirement of $1M and I don't need that much. 

A good tip is to reach out to contractors, visit local supply stores, and check out online resources for cost ranges.

Are there any good resources online to be able to get an idea of average monthly/yearly expenses like utilities, etc. for a given zip or city?

The forelcosure auctions in my home State of Florida are all online.

I have just received the same callThis a legitimate business model for a STR company, but the website raised a lot of red flags and I would not feel comfortable doing business with them.