Replacement window balance

Hi there! 

It looks like you have a broken top sash guide. This has caused the balance to shoot up above the sash. I would suggest taking a look at our video that explains how to replace a top sash guide. After you remove the sash, show us one of the good top sash guides along with some dimensions. Then, remove and show us your side load balance. We will need the length of the metal channel and the depth of the bottom shoe. 

Hoping this will get us closer on identifying what replacement part you're going to need.