need help please

Question

We moved in our house and had not opened our windows yet. I opened them this weekend and the window would not lift up only inwards towards the inside of house. I started messing with it and the balance popped up and I can not get it back on and able to stay. I am guessing I need a new balance. Does the hook fit in the top slot and then locked? If I am missing what could be wrong I would appreciate any help. I am attaching pictures. One of the balances say 33B and the other says 33C, which is strange. Thank you so much for your help

Emily · Accepted Answer

Hello there!

Thank you for reaching out to us. The hook should indeed fit into the hole to hold the balance in the window track. Can you show us a photo of the hole in the window track?

We can help supply the balances but it must be a custom order since yours uses the 15-198 hook for installation. However, it's very odd that your balances have different stamps. They should be the same. Can you weigh the window sash and confirm the precise weight for us?