@pcmactech - You gave me another great clue on whats happening here!
One of the problems with the MacBook’s is many people buy the smallest storage option and then load it up with to much stuff! This is not just a Macbook issue, any Mac can encounter this problem as the system can run out of storage resources to run!
Look at the amount of storage the system has and how much free space is present. SSD systems need free space to work properly. Often times the system gets locked up trying to do wear leveling (system gets hot with no reason)
To solve this problem you’ll need to backup the users data and reformat the drive. When you restore the users stuff hold off installing any of the users data (restoring only the user account info & apps). The system should be responding normally.
Basically, you want to leave 1/3 of the drive free for the smaller 128 GB drived systems and you can state by with 1/4 on the larger 512 GB and 1 TB systems.