I think the home builder did something wrong

Thanks for contacting us. So just to clarify, the balances on windows 3 and 4 are too long while the balances on windows 1 and 2 are working correct.

With that in mind, you could use our S390-31 with a 3030 stamp for the first three window and then our S390-28 with a 2730 option for the last window. I think that will work for you.

It's possible the installers just put in whatever they had on hand without worrying about whether or not it works. It happens all the time, unfortunately.

Wow, yeah, they definitely shouldn't be sticking out that far. I feel confident the sizes I recommended will work, but let me know if you run into any issues with them.

As for lubricating the track, we recommend silicone spray. We like this because it doesn't attract dust or debris. 

That's definitely no good. That may be caused by the bottom nylon fittings being too big. You had mentioned before that you have the Series 390, which has a large 1-1/8" deep shoe. There is also the Series 351, which has a smaller 1" deep shoe. If the shoe is too deep, then it would theoretically be digging into your jamb since there's not enough room for it. I would definitely remeasure the shoe on your old balance to confirm exactly what you need.

After consideration, and reviewing your photos and description, I think the best explanation for the scraping balances is due to the previous owners forcing the sashes up and down with incorrect balances installed. That's the only thing that makes sense to me. The top and bottom nylon guides can't raise the balance channel from cutting into the window track, which caused the vinyl window track to form a groove. If the groove is not too deep, you might be able to use a fine grit sandpaper and try smooth out the window track and then spray it with the silicone.