I know you said you got it fixed, but I have removed many a Windows Passwords for clients.
1st, ensure they are the owners of the computer/laptop.
next try to boot to safe mode and enter Administrator if possible. This is the easiest way.
If that fails.
Download "NT Offline Password"
You can burn it to a cd or there are instructions for a flash drive. I also believe it's in UBCD.
Boot with the NT offline Password recovery, If it's a standard system, all the default options will be fine. Just follow the onscreen instructions.
You'll enter the SAM file and type in the user name you want cleared, and blank the password, don't change it. I have never been successful doing that or more then one user at a time. Save the SAM and reboot the system. The password is gone.
I've used this on Win: 98/ME XP, 7.