Horrible service from the security. I had an appointment booked back in August 25th (screenshot below) and the security said I didn't have an appointment. I told him 10 times that I got the confirmation and showed him the screen shot and he still said I didn't have an appointment. So rude and inconsiderate. I told him we can wait and he said "you can wait as walk in and will be waiting till end of the day" I still got the number and got called at 1pm and successfully get my work done. I don't know why the security was being so mean to us and kept on telling us that we don't have the appointment even we have the screenshot. This only show how unprofessional the security is. I wish I had noted down his name and I'll definitely give a horrible survey with his service if I receive one. read more

Social Security - Appointment confirmation - Public Services & Government Near Me - San Mateo, California

At the parking entrance, a sign indicates that parking is not for SSO. Street parking is limited, and the nearest public parking garage is on 360 E 5th Ave (around the corner). I had an appointment and was in and out for 30 minutes. The staff is very nice and professional. I told the security guard I had an appointment when I stepped in and didn't encounter any problem. read more

Slow , the tellers will take people with appointments before the appointment time and make walk ins wait , I had people from my program get the social security copy same day , the overweight African American women at the tellers is rude and condescending. Go elsewhere read more

The staff who work at the counters are great. Professional, fast and they work really hard to help the public. I agree regarding the comments regarding the security guard. He is the same security guard I have seen for the last several years. As soon as I walked in he announced "if you don't have an appointment the wait will be 5 hours!" in his loud voice. I decided to take my chances and the wait was less than 1 hour. Maybe his role is to keep people out of the waiting area, who knows. But I did see him try to use that tactic on everyone and most people left! read more

I went there today i had an appointment, I was there to apply for a social security number and i had all the documents other office told us to bring but there was a rude employee Christine. She told us that we need more documents like birth certificate etc and told us to come back later after 1 month when we are getting the next appointment we told her that the SSA office told us to bring only these documents then she started accusing us of being loud on her i was being very nice while talking to her but she was calling security and kept accussing us then there was an other employee she came and i told her everything that happened and she told me that these documents are sufficent and applied for my ssn overall very bad experience she doesn't have sense on how to talk with people and ended up giving me a headache. read more

What's the point of having an appointment if there's still a long wait. I had a set appointment at 10am and arrived at 9:40am. It's been more than an hour and I'm still waiting for my number to be called. read more

They were helpful, they were nice and it went quick. They know their job well. It was clean and easily accessed. Parking is a challenge.

I called and asked a bunch of questions. They were quick to call me back and get an application on its way. Thought customer service was great! read more

They lost my appointment. So I went in at 9AM. They said they take walk-ins. They made we wait till 5PM just before they closed. If you don't have an appointment do not go in early. Wait till late afternoon. They make you wait until they are about to close as punishment for being a walking-in. read more

Their crappy phone service line. They need to do better on answering their telephones if this is being monitored as the recording says it does. I called at 9am and was on hold for 15 minutes you hear music while on hold.Then it was picked up only to hear silence but on hold or mute then 5 minutes later they hang up. So I called again same routine I am trying to speak to a LIVE AGENT and 10minutes hold again then they pick up no music it is silent only to get HUNG UP again a 2nd time this morning time and its 9:30 in the morning. I guess they refuse to work in this Office because its after the holidays. I want to make a Complaint on your ridicilous phone system and how customers are getting hung up on after holding for 15 minutes and it continues. This is a government office that there should be an efficient way of filtering your calls that citizens have to go around in circles to talk to someone. There should also be an easy accessible direct link to make complaints like this to your specific locations (website) instead of a general site. It derserves 0 star but you have to put in 1. You need to train your office and get rid of the lazy workers who are not taking calls but hanging up on people. read more

Signing in on computer pad Was easy Get a number and waited to be called Staff was efficient and nice They could have more people working the windows Also they could put the number called on the tv screen Overall seemless read more

I talk to a girl named JESSICA, she was so rude to me with NO respect and she has absolutely NO customer service skills!!! I inquired about a check that I never received and she made a big deal that I was calling her in the San Mateo office instead of Redwood City office!! Then she had the nerve to tell me I was talking over her ect... she wouldn't even let me talk to the manager!!! I don't know where they hire their employees. Most of them are pretty nice. This one is a real bad apple, and she should be canned!!! read more

This location has a huge parking lot, but if you going to the social security office you cannot park here unless you are an employee or you have a handicap sign according to the security in the parking lot, not a single proper sign about parking restrictions, the security inside the ss office said that on the official website it states that there is no parking, however he was not able to show where does it say that, kept saying go to the social security website and choose the locations section, I could not find it on the web. during our visit the lot was half empty but we had to park several blocks away, my family member has a back problem and that was a reason for visit, but since we didn't have the handycap sign we did not qualify read more

Reasonable customer service, just overworked and under trained, same with the 800 number as well. Everyone referring you to talk to someone else or referred to your local office especially when your SS earnings is incorrect. Perhaps there is no consistency or set procedures to handle a client's problem, so nothing seems to get solved. However, I would give SS Adm website a perfect 4 stars. It's informative, useful, much details except fixing a problem where it becomes a recycled loop. Might have to go to one of those local News stations to get my SS problem fixed. read more

They have an absurd security policy in place where a rude security guard tells you to empty your pockets. But there are no metal so emptying pockets means nothing. As previously noted the huge half empty parking lot adjacent to the building is off limits for Social Security customers and no one knows why. Street parking is nonexistent. The clerk had no idea what she was doing and keep saying she didn't want completed form that were clearly required by the Social Security appointment letter. read more

Let me start by saying that "rude" and "uninformed" are two perfect words to describe some of the workers here. I am adding 1 star to this review because of the countless calls that my dad has made to them thus far, he has run into 2 people who were actually knowledgeable and helpful. This whole issue first arose when he received a call from a case worker stating that the expired US Passport that he sent in was not acceptable proof of US citizenship. He found this very odd because in what country is a passport, expired or not, NOT sufficient proof within that same country of an individual's proof of citizenship?!?! Only after he discussed this issue with me, and after some digging, did we deduce on our own (no help to the individuals at SS he had spoken with up to this point) that the issue with the expired passport was NOT that it was insufficient proof of US citizenship, but that it did not fulfill the additional Age and Identity requirement. He later called on 2 separate occasions with 2 different individuals who confirmed with him that our deduction was in fact the case. And that the later 2 requirements could be fulfilled by mailing in (as they were not accepting any in-person appointments at this time due to COVID) either his current DL/ID or Medical Card if it contained his DOB. On his latest call, he had the misfortune to get connected with an individual named Nario, who not only constantly talked over him, but was rude, condescending, and spent more time belittling him than actually listening. On multiple occasions during the call, he would keep asking for information already provided to him several times already during the call because he spent more time talking over my dad than actually listening to what he had to say. And when my dad informed him that a US Passport WAS sufficient proof of US citizenship, something that even the US State Department backs up on their website, and that he had sent them his CURRENT DL to fulfill the remaining requirements, he actually had the audacity to sarcastically reply back that somehow my dad knew more because he was also a SS employee? It was only after requesting to speak to a supervisor did he put my dad on hold, come back 15mins later in a much nicer tone, and falsely claimed that they would make an "exception" and accept his passport as proof of citizenship (since when did SS EVER make an exception?!?!). read more

Just keep your expectations very low and you won't be disappointed. They can be quite difficult and can never give definitive answers.

I am a stage 4 cancer patient. My state disability ran out in March of this year but I am still quite ill. My specific cancer is listed on their site as one of the diseases that pretty much guarantees approval. I applied for social security disability in February. Received a call from the woman handling my claim (never did get her name... couldn't understand what it was on the phone) letting me know I'd filled out a form wrong and that I had a week to do it again. I did it again. Never heard from her again. Never received a letter or a follow up call. After I lost my apartment and moved to a different county roughly three months later, I finally found out that my initial app was denied because I had filled it out wrong again. Except the person I spoke with that time informed me I HADN'T filled it out wrong. The form in question had to do with my employer. Both forms CLEARLY state I am employed, that I typically make $XX per year (as I am a salary employee) and that I hadn't worked or earned any money from my employer in over a year due to my disability. Not only did three separate SS employees tell me she "misinterpreted it", but the final representative even refiled my paperwork and had it expedited so I could begin receiving benefits two weeks later. As appreciative as I am to that employee, the delay caused by this woman's poor reading comprehension resulted in the loss of my home and the near loss of my only vehicle. I'm also now four months behind on treatment. Utilize their online services as much as possible if you're in San Mateo county. There's too much at risk to rely on the people they hire for that location. read more

What a very rude person Mrs Ma at window A I have a very serious problem with Medicare. She could have cared less. What ever you do , do not go to this office . read more

Worse place had an appointment they call my number up to make me wait again ,totally stupid

I was sent home after not having the right documents....however, I reviewed their website prior and "thought" I had all the right documents. I was told that their website isnt up to date and they need to change some things. Their phone isnt working....or I guess they never answer it. I only had to wait about 10 minutes before being called up and there is tons of parking in the lot or street. That's why I'm giving them the 2 stars. read more

The white lady at window 11 is very rude and so is the asian lady at window 12 Alot of ppl who dont speak english well may not be able to communicate what they are there for and this white lady shows now interest intrying to understand what their needs are She seems very miserable at that window Alot of tge ppl here are snr citizens and she is rude to them also Nxt time i will cuss her out read more

They are organized and keep the line moving. Never a thrill to have to spend any part of a sunny day in a government office. However, relatively painless. Lost my card - get a new one by mail in two weeks. I'd up the rating if they answered the phone. read more

SSA offices, or most government offices for that matter (especially the Feds) are understaffed (and underpaid). They get props for being so efficient with such limited resources. I've had to visit this particular SSA site numerous times for the reason of procuring proper benefits for my mom. We've made appointments and talked to numerous staff members. Unfortunately for us, we've always had to wait a bit longer than normal because the person at the window (usually Ryan or Mauricio) had to deal with our complicated situation. It usually proceeds to us meeting with another representative inside the office (Susan Laten or Ms. Cusamano). Whatever the reason dragging you here, be sure to make an appointment. While it may still take 20-30 minutes, it'll be faster than just waiting in line. read more

I know 4 stars seems a bit much for a government office, but I went in on a Tuesday without an appointment with the expectation that this will take a half day. However, I was in and out in less than 90 minutes. I entered at 1:07 PM and finished at 2:22 PM. read more

I called the 800 number and was told it would be a 45 minute wait which it was, almost to the minute. The rep was quick to say I needed to mail in my forms and that I didn't need to make an appointment, but that was because she wasn't truly listening to the information I had given her. Once she took more time and heard what I said the second time she understood there was a need. Once that fact was established we found an appointment date and time (1st available appt was 6 wks out) and the call was polite, professional and done within about seven minutes. I was satisfied and will review once again after going to the office in person. read more

I wasn't sure what to expect since I haven't been to a social security office since I was four years old. But I do know not to have high expectations of any type of government institution (just think of having to go to the DMV). I walked in on a Tuesday morning with no appointment. I went and got a number at the machine and expected to wait at least an hour since the waiting area was about 65-70% full and there were only two windows opened. Wonderful. To my surprise, I was called up within five minutes. The guy who helped me was so patient and courteous and I was out of there in less than 20 minutes. Not too shabby. Parking is fine - they have their own lot and there were plenty of spaces. Avoid Mondays and Fridays if you can - the guy told me those are the worst days to go. read more

I went in to get my name changed as I just got married. I had all the paperwork already filled out and ready to turn in. I arrived at 8:05am on a Friday morning and I was the first in line. The second person showed up around 8:15am, then 8:20am and then more and more people starting showing up. They opened the doors around 8:45am and people started entering their basic information into a computer, got a number and sat in the waiting area. They "officially" opened the windows to speak to someone at 9am. It took less than five minutes for the guy to process the paperwork. I was told it will take 48 hours to officially have the paperwork processed. I'm completely amazed about how painless, pleasant and easy that was! read more

Been on hold with their 800 number for over 45 min and called the number on this page for their local office - it goes to a fax machine. Nothing says "f u" more eloquently to a tax paying citizen than this tactic. BTW, I finally went to their website to schedule an appt, clicked on their link for marriage name change: https://faq.ssa.gov/link/portal/34011/34019/Article/3623/Name-change-marriage-or-divorce-documents-needed-for-a-Social-Security-card And I got this: Server Error 404 - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable. -- Seriously? What are our tax dollars being used for? Get it together. read more

I arrived at the office at 8:35 and there were about 15 people already in line. At ten minutes to 9 (early) they opened the door and we were all given a number then exited to the waiting room. I did not have an appointment. My number came up after about one half hour which I considered to be a very short wait. I first met with Milton who took initial data, then waited for about 20 minutes and then met with Joe. Much to my surprise there were many intake workers and everything moved very smoothly I must add that this was not at all what I expected. The entire process was efficient, organized and everyone was exceedingly polite and professional. Hooray for this government office!!!! read more

I made the mistake of NOT signing up for Medicare when I turned 65, because I was still working. So - bottom line - most of the inconvenience was my fault. Tips: 1. Sign up for Medicare A at 65 (you can do so 3 months before), It's free. 2. When you call the Social Security #, use their call back feature, so you don't have to wait on hold. This is probably only available on the national line, not the San Mateo one. 3. When you're waiting at the San Mateo SS office, watch the TV monitor. At the bottom of the screen, it shows which numbers are being served. I almost missed by name, because the speaker system from the back are was so muffled. 4. Always keep complete copies of whatever you're sending to them. I called the # and got all the correct forms (or so I thought) to complete - incl. one for my employer to say I'd had medical coverage until I retired. I returned everything to SS and waited and waited and waited. When I was 3 weeks out from losing my former employer's coverage, I called SS and asked for status - told never received paperwork (even though I had a USPS delivery confirmation). So faxed another copy. A few days later my local office called me to say I'd have to come in to complete additional paperwork - very polite and professional. It seems there was a misunderstanding about exactly which paperwork I still needed to fill out. (This was probably my fault - I found the whole process rather confusing). They did note they had sent me a letter early on notifying me that I needed additional paperwork. I never received it; however, this was in December, so it may have gotten lost in the holiday postal mail. Since it was at the end of the month, there were no appointments available, so I just drove down and planned to made a day of it. I was very pleasantly surprised that it took less than 2 hours from check in to completion. (without an appointment) Everyone I spoke with was efficient and helpful. They issued me a letter noting I'd be covered the 1st of the next month (we were already at the 28th of the current month), which I rushed down to my HMO to apply for their senior advantage plan. All in all, for a government office, (understaffed and dealing with the public), I think they did a great job. You have to give them extra credit for some of the people they deal with. I overheard a bit of customer abuse while waiting to be seen. read more

I came in on a Friday afternoon to get a replacement social security card and had a wonderful experience. The guard, D. Davis was extremely friendly and helpful. He took the time to help people sign in and was very patient and easy going. The wait wasn't too long and the person that helped me file for a replacement was very nice as well. Overall, an experience that I was dreading ended up being amazing! read more

For being a Government office they actually have an idea what they are doing, and actually work, which is hard to find these days! Lines and wait time are also not to bad. read more

Horrible office either you go inside or call them..they absolutely dont care..the employees are not trained well so they dont actually understand SSI/SSDI program and always interact with customers with rude and dismissive attitude . Trying to call them and find them on the phone is also a waste of time..Avoid this office and there is no parking so you must pay for a parking far away from this office. read more

Have been here a handful of times over the past year and a half. Every time I have come before they opened and stood in line waiting for them to open. They have a security guard that let's people in one at a time and assists with computer registration. Once registered its a hurry-up and wait situation. From my experience they move pretty quickly. I have been in and out of here every time in about an hour. Each time the agents that have assisted me were very helpful, friendly and knowledgable. read more

Nice and well-organized place. Polite and kind personnel, good professionals. Typical waiting time between 30 min and an hour, sometimes more. This is the only reason why I do not give them full 5 stars. read more

I went in at 11 am without an appointment. Was greeted by a helpful lady at the door next to security guard. She explained that the system was down nation wide but I was welcomed to fill out info and docs. I went ahead and was sat with another lady at the window right away. I was in and out completing what I came for 15 min later. Staff were friendly and nice. Willing to help. What a nice surprise to get this great experience from a government agency!!! read more

Person at desk was nice but unlike other reviewers I had to wait almost an hour to be served without an appointment.

It is a social security office not a spa. Surprised by all the one star reviews. Anyhow went there and the security guard was super nice and chatty. I literally had no wait time. The field officer was nice, super fast and got my paper work change request done in less than 5 min. He also gave me some valuable advice. Bottom line if you are nice to them, they will be nice to you. read more

I had to change my name. I waited only 10 minutes and there were some 5-6 people before me. The guy who helped me was really really nice. I wish all government offices were like this one. read more