Dixie Glass Lucedale

Dear Management, I am writing to formally escalate an unresolved issue regarding a replacement glass panel purchased from Dixie Glass and installed by your staff, as well as to document concerns about how this matter was handled and the conduct of certain employees. Background and Timeline I purchased a replacement glass panel for a bathroom window at my home. The glass was measured, ordered, and installed into the existing frame by Dixie Glass staff. The glass itself took over a month to arrive, after which I scheduled installation around my availability and time off from work. Several weeks after installation, while repainting the bathroom, I noticed a pressure crack in the glass. The crack was not the result of impact or misuse. I contacted Dixie Glass the day after discovering the crack. Communication With Staff Over the course of several phone calls, I was transferred between multiple employees and had to restate the situation repeatedly. During these conversations, several Dixie Glass employees explicitly stated that pressure cracks do occur and that they can happen during installation. Causes mentioned included: Uneven or excessive pressure within the frame Measurement tolerances Debris, fragments, or sand remaining in the frame Stress points that may not be immediately visible These explanations were provided by your staff, not assumed by me. In‑Person Visit to Lucedale Location I brought the glass to the Lucedale location as instructed. Staff there contacted the main office and informed me that I would be offered only a 30% discount, despite acknowledging that the crack could plausibly be installation‑related. During this visit, a staff member stated that “a lot of people try to scam Dixie Glass.” This comment was inappropriate, unprofessional, and deeply offensive. It implied that I was attempting to be dishonest, despite the fact that: I reported the issue promptly I was transparent about the timeline I relied on Dixie Glass staff for measurement and installation Your own employees acknowledged that this type of failure can occur This comment alone significantly damaged my confidence in how customer concerns are handled. Installation Context I was physically present during the installation. The glass was installed into the frame in only a few minutes. Given the speed of installation, it would have been very easy for a small fragment, uneven pressure point, or tight fit to go unnoticed at the time. A pressure crack can remain concealed behind the frame and later expand due to temperature changes or environmental conditions. When I later removed the glass, the crack had spread beyond the frame area—consistent with a stress‑related failure rather than external damage. Clarification of Public Response I would also like to correct a statement made in Dixie Glass’s public response suggesting that I waited two months to report the issue. This is inaccurate. The timeline reflects: A long lead time for the glass to arrive Scheduling around work obligations Immediate contact once the defect was discovered Concerns and Expectations What is most disappointing is not simply the outcome, but the lack of accountability and professionalism. When a company’s own employees acknowledge that an issue can occur during installation, it is reasonable for a customer to expect the company to stand behind its work and address the concern respectfully. Instead, I was offered a partial discount while being subjected to insinuations of dishonesty. I am requesting that management: Formally review this matter, including the installation and staff communications Address the inappropriate comment made to me regarding customers “scamming” the company Reconsider a fair resolution consistent with installation‑related failure I am not seeking special treatment—only a professional, accountable response consistent with the standards I expected when choosing Dixie Glass. I appreciate your time and look forward to your response.

Mediocre service. Bare minimum effort. Ordered shower glass and hardware to be installed. Day of delivery and install some hardware was the wrong finish. Ordered black and some was stainless. Installed anyway and had to wait for correct hardware to be reshipped and replaced. Door guide is a cheap piece of white plastic which they used another just turned sideways as a door stopper. Large gap on both sides of sliding door which I asked if they had a way to seal and was told “No” I found the very thing needed on Amazon just for this issue myself. Cheap and easy install but they are the professionals. Bottom of shower was leaking terribly. I had to silicone where they didn’t and even take the screws out of the bottom anchors and tape plus seal around anchors to finally stop all the leaks. Just the bare basics of service with me having to go behind them and finish the job.

The employees of Dixie glass are amazing! Friendly and personable. We were on our way to the beach when a rock hit our windshield. Next city was Lucedale. We pulled off and they repaired it and got us back on our way in 30 minutes. They were so helpful and nice. Excellent work too! They stopped it from cracking all the way across. I highly recommend this business.

Such an amazing business. Great employees, great service. Everyone is so helpful.

I can't say enough about Jay, he was very friendly and professional! He kept in communication with us regarding installing our glass shower door! It was our first experience but definitely NOT our last! JAY IS A JEWEL! He takes pride in what he does!!! This is how business should be done!!!