Hi Jayson..
Hi and Welcome to the Forum!!
If it were my customer, I would advise the following...
He was lucky to go as long as he did without a major algae issue.
Your customer has a low light tank @ 1.2 watts per gallon, 1.5 -2 is the minimum of where you need to be with plants.
Because it is a low light tank with only a few plants CO2 is not necessary or needed and will actually contribute to algae problems. Discontinue the CO2.
The hair algae are loving him with those two conditions.
The Fix:
Clear out the algae once again by hand, and then black out the tank for three days. Use black plastic garbage bags, NO LIGHT, NO PEEKING, for 72 hours. The fish and plants will be fine
When the tank is unveiled do a 50% water change. All algae should be gone!
You might advise your customer to get some Seachem "Excel" and Seachem
"Purigen" for the filter. Start using those two products after the blackout and water change.
If I understand correctly, RO water is the source for water changes, then he should also be re-establishing mineral balance with a product like Seachem Equlibrium.
PM me for more uses for the "Excel"
Hope this will help
Regards,
Jay