Pella Windows

Hello there. I'm not sure, but it sounds like you're saying the mechanism that regulates the opening and closing of the window is broken. These are called window balances. We may be able to help, but we'll need more information. Specifically, we need to see pictures of your old balances removed from the window to start. We will likely need more information, depending on what kind of balance you're working with--Pella windows can use a wide variety of parts, hence our need for more information. From there we'll do our best to identify replacement parts for you. In the time being, you can read more about replacement balances here. 

Thanks for these new photos, they're a huge help. Based on what I see here, you're using a balance assembly comprised of our 15-199 pivot shoe, 15-150S single spring cover, and Series 160 1/2" thick coil. We only sell these components separately, but I believe they're exactly what you're looking for. Look them over and see what you think!