"but their website states"

Yes, that statement is correct.

And remember that Roth 401(k) has RMD. If your client has a Roth 401(k), that is subject to RMD. If that is Roth IRA, that is not subject to RMD. If there is Basis in the Traditional IRA, that is only taxable pro rata for the Trad IRA RMD.

And if none of this is what happened, then your client needs to find a new financial advisor and now you know who not to refer your other clients to.