I'm with constevens on this one, and I'm starting to question the accuracy of the tests. Not the user, the kit. Has she been using the same kit for a while? If she's using strips, a good quality PH test kit won't break the bank and should at least double check the 5.0.
If by some chance the tap water is in fact that low in PH (still finding 5.0 hard to believe), there's another simple trick from the reefkeeping side that may help. Simple baking soda. Bake it; yes bake the baking soda at 325 for about 3 hours. Baking it drives out the CO2 in it, and when dosed, will increase PH as well KH. The baked baking soda needs to be dissolved before dosing it. It doesn't take much, and not knowing the tank PH at any given time or the total water volume, she can start with as little as 1/4 teaspoon dissolved in a cup of warm water. I always bake a big box of it on a cookie sheet and just store it in an airtight glass canister. A one pound box goes a LONG way. She can use the same stuff on her new water she uses for changes with a little experimentation to get to a target PH and KH.