1) "The customer is always right" — whatever the opposite of that is, I suspect that is their motto. It was an uphill battle with them the entire time. Don't believe me? Look at all the other reviews here.
2) The charge "book rates" for work like an automotive shop, so if something takes 3 seconds to fix, they will bill you an ENTIRE HOUR ($100) — EVEN IF you are already paying them labor to fix another issue on the same machine.
3) I paid them ~$900 to replace my logic board. I asked them to also replace the fan given the noise. I had to ask FOUR times. They simply ignored me the first three times. The first time was when I brought the machine in, I even had a paper TAPED TO THE MACHINE saying I need a new fan. Then three more times I asked in the online ticket software. They finally agreed, said the price for the fan is $30 (fine) but it will be $100 in labor — even though the case was already open and its literally just THREE SCREWS.
4) I asked another Authorized Apple Retailer for a second opinion on Gravity's billing: "This is nonsense. The fan has to come out to replace the logic board, why on earth would we charge extra labour to replace it, that's nuts. You'd have the cost of the part (if you agree to it) extra, that's it. Even if the fan wasn't noticed until after the board was fitted it's only 3 screws to remove it again."
5) They replaced the fan, but didn't use any of the remaining hour to clean the fan ducts or related so now my Mac f****ing WHISTLES at 2300 RPM (which isn't even max). Like they didn't even test the fan at high RPM or they didn't care it sounds bad. Like it plays an actual music note the whistle is that clear.
6) I was clearly unsatisfied and they did not escalate the issue within management or try to resolve it — instead they removed my access to the ticket and ghosted me. Wow.
NOTE: It really pains me to do this. With COVID-19 hurting the economy, this is a time when we should be supporting local businesses. But Gravity really crossed a line and deserves to get called out on it. I would not be surprised if they are closed by 2021.