They care about the customer. They are considerate, and kind, and they take the time to listen

Be aware of the female security guard at this Social Security office. Due to ongoing concerns regarding her unprofessional behavior toward visitors and the manner in which she conducts herself while on duty, numerous complaints have reportedly been made. There are also concerns about the way she treats vulnerable individuals with disabilities. According to multiple visitors, this has been an ongoing issue for several years. As a result, an online petition has been created requesting her removal from this social security office. read more

While waiting in line before they opened at the Rockville Social Security office a man announced everything that would be able to be able to take care of and things that cannot be taken care of because of the government shut down thank you Trump and the man who took care of me was very professional answered all my questions and I leave 100% review!!! read more

Social Security - Public Services & Government Near Me - Rockville, Maryland

I found the Rockville social security agent today (6-2/2025) to be a cold, nasty and not helpful agent. She was not nice nor did she try to help. Instead she was equivalent to meeting with persecutor as opposed to someone to help me resolve the issues I was help. Unfortunately, I waited so long waiting and I am old women with severe health issues that I was exhausted by the time I met with her (6/20/2025) that my brain was not working. I cannot not even recall her full name. She looked like Philippine or Latin that was how exhausted I at the time. Bottomline is that Social Security staff should be trained to understand after working for 30 years, we should have people with heart to help us as opposed antagonistic staff that has no humanity. I will never again engage with SS in Rockville MD. I have numerous health issues including open heart surgery that failed, diabetes, high cholesterol and Lupus. I am over late 60s. Todays experience was horrible. I paid SS since I was teenager. I am engineer woman. I felt today demeaned and did not get any help with my concerns. I wish that I never went to the SS office in Rockville. I experienced, "The children's movie featuring Cruella de Vil of "101 Dalmatians," at social security in Rockville. read more

I arrived 20 mins before my appointment, and I was promptly seen. The agent was patient, and carefully explained what I had to do because she probably saw that I was frustrated. I was being charged a higher premium for my Part B because they used the wrong year to access my income. She explained that it was wrong, and they'd use 2023 instead of 2022. I left happy. I was asked to refile and drop the application in their drop box. I've done this, so, I hope this cuts it for my Part B insurance. Will up date how this turns out. read more

I spoke with a gentleman on the phone by the name of Mr Payton My phone was disconnected bcuz My phone is broken Needless to say Mr Payton called me back and finished the conversation The survey didn't come on the phone after we finished talking So I'm here to say MR PAYTON WAS VERY FRIENDLY AND HELPFUL WE NEED MORE PPL IN THE WORLD LIKE MR PAYTON I'M GLAD IT WAS HIM THAT ANSWERED THE CALL FROM ME read more

After reading these reviews I was braced for the worst. I could not believe how helpful and kind the staff person was. I called at 9:15 am due to some confusing communication to my very elderly mother who was quite concerned and upset. The agent was very patient, explained that many were receiving these notices and allayed fears about DOGE, cutting benefits, and looked up the record to give us all the particulars. The entire call was 20 min front to back and I had all the information I needed. THANK YOU so much for this great service. read more

Heads Up: even though the hours on the SSA.GOV website says the Rockville location hours are 9a - 4p, the security guard at the door will NOT LET YOU IN after 3p. Even if you are a woman with a newborn in a stroller on a 56 day. ‍ You will be given the pictured "form," asked to fill it out, give it back to the guard and he'll take it inside for you to recieve call about an appointment. read more

Social Security - "Form" given to me by the guard at SSA Office in Rockville, MD on October 18, 2022 - Public Services & Government Near Me - Rockville, Maryland

Noone is available to take any calls to the Rockville Social Security Office! I have tried the whole day to speak with an agent without any success. read more

The security staff who was nearby as I was filling out a form was mocking me for cross checking address details before filling them out, and asked me where I was really from. I felt embarrassed and intimidated. read more

Their Telephone Lines are EXTREMELY BUSY even when they immediately open at 9:00 a.m. Upon holding for a representative about 25 minutes, someone finally answered the call Only to get Disconnected!! These Customer Service reps. ARE DISCONNECTING THE CALLS!!! They pick up the call, and then will DISCONNECT the call because the Call Lines are so Backed Up with callers and these Reps. DO NOT WANT TO WORK THEIR JOBS! These people are the ones that need to be laid off!! read more

Called this office for two day with dozens tries, it always let me wait for about 15 min then tell me "all our representative are currently busy ..." then hung up on me. My wife doesn't trust USPS for the important original documents so i have to try walk-in this morning. I waited for 35 min in the cold and windy outside, when the door open at 9am an SSA agent told us only people with appointment can be served. I told her I have tried so hard to make an appointment without success, she said I must have dialed the national 800 hundred number, I told her all my phone calls were to the their office number, then she got upset and said " I am done with you, you can leave now". Too bad there is no option for 0 star. read more

Great experience; would rather go into the office. I'm a older person and I feel better to sit and talk face to face.(personal)

Was worried as their reviews were pretty bad . Went on a Friday; you scan to check on and is their is seating the guard lets you inside Z. That being said , the guards are gruff on their mannerism . They could use a training on how to customer ( who pays their salary) . I got called pretty quickly within 30 minutes .. they don't go in orde .. Grace , the person who helped me was professional and great ! read more

I had a pleasant experience! I arrived at 8:55am to about 20 people lined up outside the doors waiting for the 9am opening time. Patrons waited patiently to check in at the kiosk with service needed and to input their social security number. A ticket is generated and guests may take a seat until their number is called. The security guards were helpful at answering many stupid questions. My number was called after several people were skipped for not paying attention. There were four windows and more employees taking people into the back. Several people had appointments which seemed helpful! I was finished by 9:40am. Free parking for 3 hours outside the building. read more

One never knows do one? As expected there was a pretty good sized line, prolly thirty-five to forty people moving through the double doors at nine of the clock. We were in and out with exceptionally professional results in about ninety minutes. The sign out front belies def: (of an appearance or to fail to give a true notion or impression) the top-notch service awaiting on the inside. read more

Social Security - Rockville - Public Services & Government Near Me - Rockville, Maryland

From a almost 0 customer skills to an Amazing attention lately 6/1/23 . The wait is incredible long nearly one hour, YES. But the love agent was extreamly friendly and nice..I am so thankful and agent knowledge to resolve my issue. Thank you SSG for placing amazing people to help...I had a worst experience with a non-speaking English person on the phone..terrible..but now is a very different story..thankYou really. read more

Ok I called the main line they made me wait 45 fucking mins to get on the phone with some ass hole who told me to call this office and dispute over my card and this motherfucker tells me I have to go to the office again and apply for another social security card when I have already went and been waiting on my fucking replacement for like 3-4 weeks. Fuck this place honestly,don't go here if you're expecting to be treated nicely or to get anything quick. They bitch at you if you bitch read more

My name is Janak Goel. I have a telephone interview with Ms. Critzer. She was very professional and polite. She gave answers to all the questions. She is very knowledgeable. read more

After calling the main number and sitting on hold an hour I was referred to a local office in Rockville. I've called 6 time and sat on hold an average of 15 minutes. When it rings through to a human being I get a fast busy signal or I'm disconnected. WTF? read more

If you have to utilize the Rockville SSA Office, please pray to whatever deity you believe in that you do not have to work with a gentleman named Fred. He has been working on my SSI case since March, and he has essentially found every possible way to mess up, and make this process longer/more annoying for me and my family. It has been three months and my case still is not resolved thanks to his inability to function as a human in his career. The general story is that I gained custody of two minors, and I needed to be appointed as their representative payee for SSI benefits. Fred messed up my application process not once, not twice, but three times. He LOST - or rather claims he "never got" - my official court documents for custody as well as copies of the children's birth certificates, so those are just floating around in some random person's hands, now. He filed my application wrong TWICE, because apparently he was not aware that there were two children. I gave him two social security numbers besides my own every time we spoke, so I don't really know who he thought the third belonged to? Maybe he thought I was just pulling a random one out of my butt for giggles? Either way, I finally managed to get an appointment with him and the first thing this man does is argue with me about WHY I'm there to see him. He starts getting nasty with me about my paperwork and why I didn't bring XYZ forms with me, which he had explained none of to me prior to my appointment. It was then he says that I am seeing him for a name change, and I say no. I'm the SSI case he's been working on. "Oh" is my only reply from him. Even after going over everything and HANDWRITING both SSNs for BOTH children, now we're back at square one where I've only received an approval letter for ONE child because I'm assuming the second was never submitted properly, or at all. I called on Monday (6/13) and was told by the woman I spoke to that I would get a call from Fred either that day, or the next (6/14) and to no surprise, I got no phone call. Today I lucked out and Fred answered my phone call, and he said he never received a message to call me. However, I'm more inclined to believe he received it and proceeded to ignore it or lose it like he did my court documents. Again he started arguing with me about why I'm calling, saying that I was asking for another application. I said no, and explained multiple times - from the time he answered the phone - that I have a payee letter for only ONE of TWO children I need the letters for. I finally asked if there was a manager to speak to, and was told "yes," but go figure once I asked to be transferred to them, they suddenly were not available anymore. I'm tired of dealing with this man, I'm tired of dealing with the SSA. This has been a horrible, stressful experience made worse by the incompetence of Fred. I gained custody of these children due to emergent and immediately needed circumstances and we are struggling to provide for them without the SSI assistance. This was supposed to be resolved weeks ago, and here we are, still struggling and trying to fix what this idiot behind a desk at the SSA has ruined. He needs to be fired, or put on leave until he learns how to interact respectfully with clients. If I acted, and performed my job the way he has at my own job, I would rightfully be in my Manager's office getting a new one ripped into me. The way I've been spoken to, and this entire experience has been unacceptable. It has been a nightmare, and it isn't even over, yet. read more

I understand that people in SSA deal with high volumes of calls during the pandemic and it's not easy to work in customer service. I do try to be patient and understanding but after talking to five different phone reps on five separate occasions plus being there physically to drop off documents (and talking to someone on the window), and still being denied twice for a name change, I think its ridiculous. I am at lost at to what Documents I should be sending to show proof of my first name. People who work in this branch are inconsistent with their answers and I feel like they hate their job and do not want to help you. Ive spoken to one hispanic lady with twice and she was extremely rude to me when I kept questioning her answers (she was blaming Immigration for an error in my name which could easily be corrected with the right documentation). In the end, she just ignored me and said "have a good day" and hanged up. On another occasion, I had an appointment at 9 am to drop off documents and everyone else besides me waited outside for TWO WHOLE HOURS until someone came to the door from the inside And put a "temporarily closed" sign in and was about to walk away. We all started banging on the door like "WTH? Really?" She said there was no security available right now so we all had to come back. We protested and kept banging at the door and she finally said that security will be coming in 30 minutes if we're willing to wait. She was trying to get rid of as many people as possible. If you have a simple SSA process, just do your own research online or find another branch because this branch is trash. Don't even bother calling them because they'll put on an automatic message that says "please try your call later" and will automatically hang up on you. read more

I was all ready to sit, wait and be annoyed-low and behold the complete opposite occured. I checked in (electronically via blue machine in rear of lobby) during my lunch break and took a seat. Not even 5 minutes after I arrived, to my surprised my number was called. I was greeted at the door to the rear of the office space. Although, the employee did not introduce herself, she was pleasant and asked how I was doing. Within minutes my application for a name change (due to marriage) was processed and I was out the door. There is ample of parking in front of the building - specifcally for visitors. I spotted a public bus on the main street (Washington)r right in front of the office. Save yourself time and complete all mandatory forms prior to your SSA visit. I found the SSA website easy to use and answered all the questions I had about what documents to bring to the office. read more

Called to check on the status of a name change application. The person who answered the phone was rude and obviously annoyed that I didn't know their internal process. I get that they are overloaded with requests due to the pandemic limiting in person interaction, but that is NO reason to dismiss a customers concern after mailing in highly sensitive information and hearing nothing for over a month. It is still possible to provide great customer service without come across as annoyed. Training should be provided to employees. read more

Came in at 8:32am (2 minutes after they opened) on a Wednesday only to wait an hour and 45 minutes to get my new card. There's tons of signs every where with directions, so make sure you read them all or you'll probably be waking even longer. As other Yelpers stated, you stand in line to receive a number from window #1. Then you wait, wait, and wait some more. Once it's your turn, you'll hear your number called and see it flash on the TV screen. Make sure you listen carefully...after three times, they move on to the next number and you have to start the process all over again! Finally my turn is up and I went to window #1. I was confused since I though this window was only for check-in. Oh well, I'm up! There's minimal talking between you and the person behind the window. Tell them what you are there for and hand over all your paper work. In less than five minutes, I was out of there with a paper stating that my new card will arrive within two weeks (it takes about 24 hours for it to update in the system, though). Be prepared for a long wait (which I was), so I came prepared with magazines to read. Also, don't use your cell phone or text. The guard will yell at you! read more

Telephone-wise, this place sucks. In April, 2021, I had called and some rude lady with a heavy accent basically told me don't come here; and they just can't help anyone. Oddly, I had seen job postings appear around that time and actually tried for one, since I have vast customer service experience, but clearly, the SS Admin would rather only hire indifferent immigrants; not US born citizens. When I tried TWICE today to call, I dialed in to check on two things, waited both times about 10 minutes, and both times my call was dropped and disconnected. REALLY?? Is that what my tax dollars are being used for? read more

Please be prepared to wait, wait and wait some more. Apparently, you can schedule an appointment. If you don't want to waste away hours on a hard bench I would advise you to take advantage of this service. I don't know why I thought that I could do this during my lunch break. Thank God that I have an understanding boss. On a side note, I thought that the security officers were going to pin me on the floor for using the phone. Ms. Merrick guest service skills made my wait all the better. She's a doll, caring, fast and super sweet so I had to alter the number of stars because of... read more

Social Security - Public Services & Government Near Me - Rockville, Maryland

I came to change my name on Wednesday but the office closes early on Wednesdays so it wasn't open. I came back the next day at 11:00. The wait wasn't too bad for what I needed (it all depends). I waited and was seen in less than an hour. The security guards aren't too pleasant and expect you to know what to do so that's annoying. Check in right away and fill out the form! Then sit and wait for your number. Beware, no photography allowed and they'll call you out for not reading that sign. The doors open at 8:45 if you want to get in line. Do your research and show up with the documents you need. Overall, not a horrible experience for one of these places. read more

Social Security - Hours - Public Services & Government Near Me - Rockville, Maryland

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I'd give this place 0 stars if possible. We had already been through the whole process at Knoxville, Tn (where the office is large and the employees are courteous. ) We had to bring back ONE document, and were told that when we signed on to the computer, we had to hit the "proof" button, and would be moved quickly, since all the work had already been done. We went to the Rockville, Md office at about 9:30 a.m., where there were already about 25 people in line. There were posters that allowed you to scan the QR code to register. Unfortunately, it was faulty, as I overheard 3 different people saying that they had to do it 2-3 times before they were successful. So, I asked my husband to hold our place in line, so that I could go inside and register (NOT jump the queue). The guard, (a woman called Mbuguiah) was absolutely obnoxious. Said you couldn't REGISTER till you came to the top of the line. Spoke to clients like she was talking to a recalcitrant pit bull that needed to know its place. I explained that those BEHIND us would go in front of us since the QR code reader was iffy and we weren't able to register, and she screamed that I should go to my place in line, and ignored my very logical request. In the 20 minutes we waited, maybe 2-3 people were served. They have posters up saying it is an offense to "threaten" a Govt. Employee. How about reminding Govt. employees WHO they work for? I objected to her tone of voice and reminded her that she was a Govt. servant and worked for the taxpayer, and she literally screamed that she did NOT work for me and I should take it up with the White House. I will. I intend to call the Social Service Administration and put in a complaint. Needless to say, we went back to the Knoxville Office to complete the process. read more

Cons- It was impossible to talk to someone over the telephone to make an appointment. As expected, when we went in person, we waited over two hours. Pros- However, once we went inside, it was a fast wait. I wanted to commend the security officers for being kind and responsive. They were able to answer questions and provide guidance to customers patiently. We are also so grateful to Sonya, who was the social security officer that was assigned to us. She was thorough and helpful. read more

Called social security last week to make an appointment. Told them what I needed and the first appointment was mid-April....6 weeks away. They told me I could do a walk-in. I walked-in today and the place was jammed. People standing everywhere, sitting on the floor. I waited 2 hours to be told I needed an appointment. They asked me if I wanted to schedule an appointment, then told me they had no appointments available.....they would send me a letter with an appointment date and time. Guess my life and schedule are not important....they'll tell me when I have been granted an audience with them. Beyond aggravated. Maybe they should have a list of things you can't do or that you need an appointment for rather than letting people sit there for hours before telling them. Sitting in my car crying. read more

uneducated as far as troubleshooting in order to fix problems that are outside of the norm extremely unprofessional staff and security guards read more

Expect a long, long wait. Went in on a Wednesday morning at 10pm, didn't finish until 12:00pm. When you enter, you first enter the line to check-in (approx 20 min). After they give you a number, wait for another 1.5 hours. It feels like there's a staff shortage. Service seemed too a bit slow, it's obvious these people are tired of doing data entry all day. If possible, try to make an appointment in advance. The waiting room is awkward. There are way too many people, but it's interesting to take a look at all the people from diverse backgrounds all in one small waiting room. Most of the time, there's an eerie silence, but you can hear some interesting phone conversations sometimes... I like the friendly security guard who sits in the office. Makes the office feels safe. read more

Coming from my bubble state, California, I was in for a rude awakening. This place looked awful with poor seatings for the masses and lack of privacy. I was use to private rooms where you sit and talk directly to a worker, here everyone can hear your business and they ask you to recite your SSN with people sitting 10 feet away. For the person before me she left the microphone on. Big NO! I came in for a name change after a legal name change and a marriage, filled the form and printed it out to prevent errors or miscommunications. 1.) I give her the application with my old name and new name. She puts down my old first and middle name with my new last name. Wrong! 2.) I give her my name change decree and she asks for proof I changed my name. Wrong again! 3.) I give her my birth certificate to prove who I am along with my passport and she tells me my birth certificate doesn't have my name change. Wrong again and again. I don't need an "amended" birth certificate for a name change. So I asked her if I needed one and she tells me she's unsure and she has no authority to offer me any information. Well, why ask in the first place? 4.) She asked where my new last name was coming from. Hello the name change decree is where it's coming from, but doesn't matter I had my marriage certificate too. Usually, with most government agencies the lines are long and it's a lengthy process but can we have some competent workers? read more

If you want to change your last name due to marriage, you have two, horrible options: -Come to the SSA office and wait hours for your number to be called (you get a sticker and stand and hope for the best....it is PACKED). -Mail in your form and precious documents and wait for 6 weeks The downside of this is that none of this information is online--it only says that you can expect a 7-14 day wait, when in reality, there is only ONE person servicing mail-in forms. If you're not rushing to travel anywhere, then you can do the mail in option (but please, certify your mail!). Otherwise, you can show your documents in person and take them home with you and wait for the updated card in the mail. The staff sent me in loops regarding who to speak to (first, the Rockville phone number they provided was actually some spiritual healer's), the next staff said my package wasn't there and to talk to a Melissa, the next staff said that there was no Melissa and that my package was there but on a waiting list. Good grief. Marriage woes, yo. read more

Like the MVA (or DMV for non-locals), this is one of the nine circles of hell. (Where my Dante fans at?) With that in mind, this place is a solid 4-stars as long as you are prepared for a potentially 2-3 hour wait. 1. Bring ALL of your documents and bring more than you need. This will prevent you from wasting your time. Also, bring entertainment that does not require your phone - books, magazines, knitting/ crocheting, crossword puzzles, sudoku...you get the idea. Phone calls are banned, and there aren't enough outlets to recharge your phone if you rely on it solely while you wait. 2. Go to the rear corner and check-in at the computer. You'll receive a receipt with your number in line. Once it's your turn, they'll flash it on the TV screen above and will call it out as well. Pay attention because they'll only call you 3x. If you miss it, you're out of luck. 3. When you're up, let them know what you're there for and keep the chit chat at a minimum. I lucked out and was in and out in an hour and 15 minutes. (Plus, I got a really nice guy who was quick and efficient!) However, I overheard others were waiting for about 3 hours for a mere 5 minute interaction. Keep in mind that some people who arrive after you, may be called before you depending on the nature of their business. Good luck and hope you have a less than hell-ish experience!! read more

I am an attorney who represents claimants with their Social Security Disability claims. My client and I called the SSA Rockville office today and were assisted by Kevin Raymond. He was spectacular. He assisted my client with multiple issues, was professional, extremely knowledgeable, and took care of several issues over the phone. I have never received such quality assistance when calling the office. Kevin took his time in making sure my client's needs were taken care of but was very efficient in dealing with the issues. If Kevin hasn't assisted us, this matter could have dragged on for weeks. The SSA is fortunate to have a representative like Kevin working in their office. He is one of a kind. read more

This place is HORRIBLE!!! I was trying to get a SS number for my adopted daughter. Waited 5 hours, then gave up. My wife went back, and waited another 3 hours! Needless to say, expect a LONG WAIT, and extremely rude employees. The place itself is depressing. read more

Pleasantly surprised... I went to change my name and get an updated card. I had my ID and marriage certificate... So there was no issue when I got up to the counter. One, hopefully minor hiccup, was that the guy mistyped my name twice and indicated it was just a typo.... So I'm hoping he changed it and there won't be a delay in getting my card. Tip: if you're willing to get there at 8am and wait outside until the doors are unlocked at 8:45 - then you should be out the door in 15 min. Bring something warm to drink while you're outside and a book for inside - just in case. read more

I had a pretty identical experience here to the other Yelper. When you walk in, it's not clear exactly what the protocol is. There are no noticeable signs explaining what to do. After asking the security guard, I stood in the the one and only line for window #1 to wait for my ticket. I really don't understand the system after that. There is a separate room where other workers sat in cubicles. Some people were called into this room. But there were also one or two windows in the front of the main room where people were being helped. My recommendations? 1. Make an appointment. I didn't know you could do this, but several times in my many minutes of waiting, a lady asked that anyone with an appointment move to the front of the line. 2. If you can't make an appointment, don't go so close to lunch hours. I arrived around 11:30 and suspect this didn't help too much with the amount of time it took. 3. Bring a good book. It sure helped the minutes pass by. read more