Executive review
They want to discuss everything by phone
Use the call to clarify and preserve a written recap.
What to do, in order
- Prepare a short symptom list, repair timeline and requested outcome. Ask the caller’s role and what decision the call is for.
- Answer factual questions accurately. If you need records, say you will verify instead of estimating. Ask for important questions or terms in writing.
- Afterward, email a dated recap of what was said, outstanding items, responsible person and next date. Invite corrections.
- Check applicable recording-consent laws for every participant location before recording. Written notes and a recap are alternatives.
What you can say
“I can discuss the facts. Please send any proposed settlement or decision in writing, and I will send a summary after our call.”
What to watch for
Do not secretly record based on a generic internet rule. Do not agree to legal releases during an unplanned call.
Your next step
Use the call recap template.
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.