Well, they don't call her a "blooming idiot" for nothing do they? Giving them her real name and phone number when she called to complain. Like you said, did she not think you'd get wind of it? Ha hahaha ! She's an idiot. Dan's right, you just keep doing what you're doing. That's the best thing you can do. And ignore the hell out of her. No reaction out of you, just keep doing what you're doing.
As far as her complaining about having to do large funerals without any help---- well, that won't be a problem for her much longer either---- you will have taken over those customers business so it won't be a problem for her. She'll only have a few sprays here and there. She won't be very busy.
tomcat