The reviews show a split experience with Vault Health: multiple customers named helpful representatives (for example, Kathy, Cathy, Amy) and positive supervised test interactions, while many others reported operational problems. Common negative themes include billing disputes or denied coverage, expired kits without replacement, long waits or missing shipping information, and delayed or disputed results. Several reviewers described serious downstream impacts (lost work or unpaid provider invoices). If you consider Vault Health, verify kit expiration policies, confirm billing or insurance coverage in advance, and keep clear records of communications and receipts.
Examples from available reviews (Dec 2021 – Feb 2026).
They reported a positive test without accepting prescription documentation.
“they decided to send this information to dot which resulted in me losing the position”
Expired $90 test kits were not replaced and customer service refused help.
“they will not send you a new collection vial or an updated kit.”
Company denied coverage and issued an unexpected $700 bill.
“A simple check in at the doctor almost ended up costing over $700.”
Trusted at-home test kits and helpful customer service.
“Kathy in Customer Service was particularly helpful”
Mixed reports: several reviewers praised helpful, professional staff; many others reported billing denials, prior-authorization problems and service failures.
Some reviewers called costs affordable, but multiple reports describe lost fees or unpaid claims, expired kits without replacement, and unexpected bills.
User experience skews negative: frequent complaints about long waits, delayed or missing results, portal or shipping problems, and testing process errors.
Product comments focus on test kits and labs: a few users reported trusted kits and patient proctors, while others reported expired reagents or disputed processing.
Communication is inconsistent: many reviewers praise individual representatives by name, but numerous reports mention slow responses, missing shipping info, and unclear billing follow-up.
Overall impressions are polarized: several short positive notes about helpful staff contrast with many detailed complaints about billing, coverage, and operational failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Long phone hold times and poor call queue communication frustrated the reviewer.
“ive been on hold for 30 minutes (and counting!)”
Hiring staff wasted the reviewer's time and money.
“They just waste your time and money $$$”
Insurance failed to pay covered medical bills for months.
“they will not pay my bills.”
Company denied coverage and issued an unexpected $700 bill.
“A simple check in at the doctor almost ended up costing over $700.”
Prior authorization for a long-term medication was repeatedly denied.
“They keep denying my prior authorization for my medication that I have been on for 10 years.”
Company takes payments but provides poor doctor and prescription support.
“They are a fraud!!!”
They reported a positive test without accepting prescription documentation.
“they decided to send this information to dot which resulted in me losing the position”
System erroneously reported the driver's license as invalid.
“it keeps telling them that my drivers license is invalid.”
Company miscommunications caused missed work and travel costs.
“They have cost me 3 days of work”
Company repeatedly failed to pay healthcare providers for services rendered.
“I did work for them in mid-August and I have yet to be paid!”
Expired $90 test kits were not replaced and customer service refused help.
“they will not send you a new collection vial or an updated kit.”
Ordered antigen tests but received no shipping information and slow responses.
“no shipping info emailed.”
No-show for scheduled appointment resulted in lost money and quarantine.
“They are robbers, thieves, abusive, scammers.”
Amy provided very helpful assistance with my issue.
“Amy was very helpful!!”
Associate provided an excellent conversation and assistance.
“Had a great conversation.”
Reviewer thanks Vault for a great experience.
“Thank you for great experience with Vault”
Trusted at-home test kits and helpful customer service.
“Kathy in Customer Service was particularly helpful”
Cathy calmly explained the testing process and helped.
“Cathy helped me look through the details explained the process”
Test results were significantly delayed, causing missed work.
“have yet to hear my results”
Kathy listened and helped resolve the customer's issue.
“Kathy was very helpful.”
Cathy Soto quickly reconnected reviewer to another host and helped.
“She was very pleasant and helpful!”
I’m grateful to have been able to secure an appointment so quickly and easily. I had a lot of anxiety about taking the test - it's not something that I'm interested in, but it's something that I have to do for work. Vault made the process easy and stress-free. I can't thank you enough! The staff at Vault were always so nice, helpful and very professional and quick to respond to my questions. This was my second time using the service and both times were a breeze!. It was also quick and affordable. I would recommend this to anyone without transportation.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Vault Health is a U.S.-based health services company that offers at-home diagnostic testing, workplace screening, and related clinical services. Typical offerings include mailed test kits, supervised sample collection for COVID-19 testing, and employer-focused screening programs. People researching Vault Health often look for information about kit handling, turnaround times, billing and insurance coverage, and customer support responsiveness.