Sash perhaps came loose. Double hung window does not tilt.
Top pane is stationary. Hard to open. How to remove sash window? See pictures

Sorry but I have no idea what the picture is to represent. Show a picture of the whole window. If the top is stationary, it is a single hung.

Here's a picture of the entire window.

The mismatched screen is in the way.
I can't tell what that little piece of metal is? Can you contact the company in Hialeah?