
Ask how long their lighting is on for and when they last replaced the tubes, and also is their tank near a window.
Really if its not something leaching a colour into the tank then it must be an algae and for algae you need to look at excess nutrients in the water and too much lighting.
Are they sure they have not put anything in the filter - im sure i had a similar problem and i had put a bag of what looked like orangey clayish granules in the filter (cant remember now what they were supposed to do).
For the course of action least likely to cause any problems.. i would make sure they are using no treatments in the water for their fish, other than the dechlorinator.... advise that they use an activated carbon insert in the filter (if its a leaching thing that will strip it out of the water), and limit their lighting to under 8 hours a day,possibly splitting the lighting into 4 hours on, 2 off, 4 on...
Check that their lighting tubes are not old and ineffective (i think most are good for a bout a year), and make sure they are not over feeding the fish they have inthere.
If that fails, I would be quizzing the water company as to what is in there and could there be levels of something that are reacting to the dechlorinator maybe?