Read the negative reviews here first
All of the negative reviews here reflect the same experience we had. Notice how Herman responds to them - it's never his fault when things go wrong. My experience with Herman was awful - I cannot fathom how he has a good rating here with all the negative comments. If Herman spent as much time servicing his customers as he did arguing with bad reviews online, he'd have less complaints against him. Look at all the time he spends responding on this site, and you'll see why he has time management problems.