Certainteed vinyl windows for house built in 1996

Thanks for posting. Does the window still raise, it just simply won't close properly? If so, the coils might be fine, but it's possible the pivot shoe, the 15-192, is damaged. The best way to know for sure is to remove the parts for inspection. To remove the sash, raise it a few inches, then tilt inward. It's really a matter of lifting one corner of the sash out of its pivot shoe, then the other side. See the video below which shows how to remove the sash when replacing a similar coil balance system. Also see the video below which details the 15-192 as well as the coil springs it uses, the Series 170 and Series 171. If you can remove the parts for us to have a closer look, we can determine what the issue is.