Executive review
An unexpected question makes you uncomfortable
Pause, clarify the purpose, and respond from the record.
What to do, in order
- Ask what specific information is needed and how it relates to the vehicle concern or review.
- For factual questions, answer truthfully and narrowly. Say you need to check if you do not know. Do not use a guessed answer to fill silence.
- For legal conclusions, releases, fault admissions or claim withdrawal, request the question and proposed terms in writing and obtain advice.
- For sensitive unrelated documents, ask why they are required and how they will be handled. Verify the request through official support. Formal legal requests require counsel’s guidance.
What you can say
“I want to answer accurately. Please put the request and its purpose in writing, and I will review the relevant records before responding.”
What to watch for
Pausing is not permission to lie, obstruct a required process or ignore a formal deadline. There is no universal list of questions owners should never answer.
Your next step
Read What to say and keep a call recap.
Sources and scope · Reviewed October 8, 2026. Practical scripts and sequencing are editorial suggestions, not GM policy.
Find your state attorney general ↗BBB AUTO LINE process and rules ↗See source notes and limitations →These steps are suggested consumer practices. Follow case-specific instructions, state requirements and your attorney’s advice when they apply.