1)  Close mowing, overwatering, excessive fertilization, soil compaction, soil layering, thatch accumulation and summer weather all lead to shallow-rooted turf.   Management practices that promote deep rooting include core aeration, thatch control, proper mowing, proper fertilization and infrequent irrigation.  Roots are normally shallower in the summer due to heat and drought.  I looked for a soil test in your name in the MSU database but couldn't find one.  A grub problem can lead to being able to lift turf (w/ soil) in chunks as they eat the roots.  What is your watering pattern (how frequent and how much water per application)?  Is your lawn sodded and you can pull up 'chunks' of sod (with soil)?  OR are you pulling up mostly grass plant (a mat) with very little soil?  Is your turf fine bladed and turns brown in the summer (possibly Creeping Bentgrass)?  Is there a thatch problem?  (Not knowing your turf species mix makes for more questions).  You can identify your turf species with the following:
Turfgrass feature ID - OSU
Establishing A New Lawn Using Seed (E2910)-MSU
Cool Season Turfgrass Identification - PSU
2)  The most preferred cool season turfgrass species for shady lawn areas are a mixture of Kentucky Bluegrass & Fine Fescue.  See info in the attached links:
Turfgrass species ID & Cultivar Selection (E2912)-MSU 
Recommended Turfgrass Cultivars-2012-Illinois - click on 'choosing the right grass'
Turfgrass species selection-UMass - central New England info
You should have at least 2 cultivars of each grass species in your seed mixture for the most robust turf.  If the shade is deep and/or most of the day, consider a shade tolerant ground cover or ferns or hostas instead of turf.
Groundcover Alternatives to Turf-UDel
Groundcover Alternatives to Turf-MSU
Shady Lawn Alternatives-MSU
More turf tips:
Smart Lawns Tip Sheets-MSU
Home Lawns | MSU Extension
How to Choose & Apply Grub Control Products-MSU
Email me back some answers and we can dig deeper if you wish

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From your description I suspect you may have Creeping Bentgrass turf which spreads by stolons (above ground roots) instead of rhizomes (underground roots) or growing as a bunch grass.  It makes for a good low mowed golf putting green but is considered a weed in many lawns.  Please review and have your lawn service manager review the following articles noting specifically the creeping bentgrass features so they can be compared to your lawn.  You need to know what turfgrass you're dealing with here.....
Turfgrass feature ID - OSU
Establishing A New Lawn Using Seed (E2910)-MSU
Cool Season Turfgrass Identification - PSU
https://apps.extension.umn.edu/garden/diagnose/weed/grass/creepingbentgrass.html
https://agsci.oregonstate.edu/beaverturf/creeping-bentgrass
https://weedid.missouri.edu/weedinfo.cfm?weed_id=440