The social security office staff are very helpful and friendly and respectful. They were able to answer all my questions

Subject: Formal Complaint Regarding Unsanitary Conditions, Staffing, and Public Safety at the Social Security Administration Office - Allentown, PA To Whom It May Concern, I am writing to file a formal complaint regarding the conditions and operation of the Social Security Administration office located at 41 N. Fourth Street, Allentown, PA 18102. My experience at this office was extremely disappointing and raises serious concerns about sanitation, public health, customer service, staffing, and security. The first issue I observed was the condition of the public restroom. It was extremely dirty and unsanitary. There was no soap available, no paper towels or other paper products, and the restroom appeared to have gone without proper cleaning. This is unacceptable for a federal government facility that serves elderly individuals, people with disabilities, children, and those with compromised immune systems. The public waiting area was also not maintained to an acceptable standard. I observed several people coughing while waiting for assistance, yet no masks were available for members of the public who wished to use one. While I understand masks may not be required, offering them to visitors--particularly during illness seasons--is a simple public health measure. I also noticed there was only one hand sanitizer dispenser available to the public, located near one of the service windows, and it was nearly empty. Meanwhile, on the employee side of the office, there appeared to be multiple full bottles of hand sanitizer, with nearly every workstation having its own supply. It is concerning that employees have abundant access to sanitation supplies while the public--the very people the office is there to serve--has virtually none. Another concern is the lack of efficient staffing. There are four front service windows, yet during my visit only one employee was assisting the public. This resulted in an unnecessarily long wait for everyone in the office. Many visitors rely on Social Security benefits because of age or disability, and prolonged wait times create unnecessary hardship. The security procedures also appeared ineffective. Security guards were asking visitors whether they were carrying weapons, but there was no visible metal detector or comparable screening process. If safety is truly a concern, a more effective and consistent security screening system should be considered rather than relying solely on verbal questions. Finally, I observed security personnel asking individuals whether they had appointments. While I understand that appointments may be necessary, the security staff appeared to have very little else to do while the public waited for assistance. Given the significant delays caused by understaffing at the service windows, it would seem more beneficial for management to focus on improving customer service and staffing levels rather than maintaining unnecessary bottlenecks at the entrance. Federal offices should reflect professionalism, cleanliness, and respect for the public they serve. Unfortunately, this office failed to meet those basic expectations. I respectfully request that the Social Security Administration investigate the following: The cleanliness and sanitation of the public restroom. The lack of soap and paper products in the restroom. The lack of public hand sanitizer and other hygiene supplies. The cleanliness of the public waiting area. Staffing levels and excessive wait times. Security procedures and whether they adequately protect visitors. Overall customer service and facility maintenance. I also request that this complaint be documented and that the appropriate management officials inspect this office to ensure it meets acceptable health, safety, and customer service standards. Thank you for your attention to these concerns. I would appreciate written confirmation that this complaint has been received and information regarding any corrective actions that will be taken. Respectfully, Marissa Luz Maldonado read more

First I change my backing info a month and a half ago. It takes 3 months to change that? The account they are going to put my money in is closed due to fraudulent activity. But they won't change it even though I did this on my social security. I have to go in the office. Ok fine. HOWEVER THEY HAVE NO APPOINTMENTS AVAILABLE! WHAT? SICK read more

The employees are very friendly and extremely helpful. It's way faster if you make an appointment ahead of time. I've been to this location twice and both times I was in and out within 15 minutes. read more

Plenty of parking, friendly and helpful staff, wasn't crowded in the waiting area, next to no wait time (IF you schedule an appointment).

These lazy people never answer the phone!! On hold 3 hours called everyday for a week. It's disgusting

Wednesday, September 9, 2020, I called and spoke with a woman named MOTTA about getting a replacement social security card for my son. I am trying to join the Army and his mother and I do not know his social security number. His mother personally drove to the doctor's office to get medical paperwork for him so I could get this card. This woman named MOTTA, who is the supervisor at the location, said she would help me and that I should forward the necessary documents to her personally in an envelope, "ATTN: MOTTA". I went over the documents that I had on hand to make sure it was correct and she said the documents I had would work. I received back a rejection letter on Tuesday, September 29, 2020, that I did not have the necessary documents. I called back MOTTA on Wednesday, September 30, 2020, and she asked if I had personally put, "ATTN: MOTTA" on the envelope. I said I did and she told me to drive the documents to her at the office when she would next be there on Friday, October 2, 2020. I drove the paperwork and application to her on that day and she took it from me at the door. She said it would be 7-10 business days until I received it in the mail and that she did not have any cards on hand at the office to make one right then and there. Today is October 26, 2020 and I still have not received anything in the mail. I called the office and they told me I had been rejected again because I don't have primary physical custody of my son. I told them I have partial custody (every other weekend) and SHARED legal custody entitling me to all legal documents on his behalf. They informed me I need to go through his mother for help with getting a replacement card. They did not contact me to inform me of the second rejection at an attempt to get him a replacement card. They also have held onto my personal documents and did not send them back like they did the first time with a rejection letter. When airing my grievances to them over the phone, they hung up on me. I have contacted the Social Security complaint line @ 1-800-772-1213 and informed them on this situation on October 26, 2020 @ 10:49 AM. I will also be leaving negative reviews about my experience with this office on Yelp, Google and Facebook. I hope this review is read by someone in the Social Security office who can help me. read more