With no pictures it's hard to say.
If I were there I would schedule a farrier and meet them there.
When the work was complete I would put the owner on the spot for payment.
Please don't follow my suggestion this could hurt your relationship with these people.
Hoof care is important and will lead to a lame condition.
If this horse limps no work until farrier can visit.
Extra weight on the horse can cause more pain.
Search the web and you can find many cases poor hoof care.
Please don't allow this to go unattended.
I trim all my horses and do not shoe.
They all go barefoot on the trail.
I feel guilty if their hooves even start to look a little rough.
All horses got a trim this week! trim001.JPG